Help CenterInsights

Customers & Members

Member management, clips, and fees

The Customers page helps you manage memberships, clip balances, and fee accounts.

Location: Sidebar > Customers

Overview

The Customers page has three tabs:

  1. Members — Active memberships and entitlements
  2. Fee Balances — Outstanding fees from cancellations and no-shows
  3. Clip Balances — Pre-paid clip credit tracking

Members Tab

Shows all customers with active (or recently expired) memberships.

What You See

Column Description
Customer Name and email (from Shopify)
Type Membership type (from your configured types, e.g., Annual Pass, Clip Card)
Status Active, Expiring (within 30 days), or Expired
Expires Expiration date for time-based passes
Clip Balance Remaining clips (for Clip Card holders)

Filtering

  • By type — Filter by any of your configured membership types
  • By status — Filter Active, Expiring, or Expired
  • Search — Find by customer ID

Member Statuses

Status Meaning
Active Membership is current and valid
Expiring Expires within the next 30 days
Expired Past expiration date, no longer valid

Customer Detail

Click a member to see their full profile:

  • Membership details (type, dates, status)
  • Booking history
  • Clip balance and transaction history (if applicable)
  • Fee account balance
  • Shopify customer link

Fee Balances Tab

Tracks fees owed by customers from:

  • Late cancellations — Cancelled within the fee window (not the free window)
  • No-shows — Marked as no-show by staff

What You See

Column Description
Customer Name and email
Balance Outstanding amount in DKK
Last Activity Most recent fee event

Filtering

  • Outstanding only — Toggle to show only customers with unpaid balances

Collecting Fees

Fees are tracked in CapFlow but not auto-charged. You’ll need to collect them through your own process:

  • Charge at the next check-in
  • Send an invoice
  • Deduct from a future refund
  • Waive the fee (update the balance manually)

Clip Balances Tab

Shows all customers with clip card credits.

What You See

Column Description
Customer Name and email
Balance Remaining clips
Total Purchased All clips ever purchased
Total Used Clips consumed by bookings

How Clips Work

  1. Customer purchases a Clip Card product on Shopify
  2. Clips are credited to their account (based on variant mapping in Settings)
  3. Each booking deducts clips
  4. Cancelled bookings refund clips (if within free cancellation window)
  5. When balance reaches 0, they need to purchase more

Clip Refunds on Cancellation

  • Free cancellation window: Clips are fully refunded
  • Fee cancellation window: Clips are refunded, but cancellation fee applies
  • Blocked window: Cannot cancel, clips not refunded

Tips

  • Check Expiring members regularly — reach out to encourage renewal
  • Review fee balances monthly — don’t let outstanding fees accumulate
  • Monitor clip balances — customers with low balances might be ready to purchase more
  • Use the search to quickly look up a specific customer before they arrive

What’s Next?