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Waitlist

The waitlist tracks customers waiting for monthly studio availability. When a studio opens up, staff can fulfill waitlist entries to move people into lockouts. This guide covers managing the waitlist and processing entries.

How Customers Join

Customers can join the waitlist in two ways:

On-site (recommended during tours) — Staff adds the customer directly using the quick-signup form. No existing account required. Staff enters the customer's name, email, and phone; submits the form; and shows the customer the QR code on screen. The customer scans the code (or opens the emailed link) to pay the deposit on their own device.

Self-serve — When customers click Join Waitlist on the website, they're directed to the contact form. The request is emailed to the community manager, who then uses Add to Waitlist to generate and send a payment link.

In both cases, customers pay a deposit by credit card or ACH bank transfer to complete their entry. After payment, they see a confirmation page with their preferences and deposit details. They can view their waitlist status at /account/waitlist but can't edit — they need to contact staff for changes.

Finding Waitlist Entries

Go to Staff → Waitlist to see all entries.

From the list:

  1. Use the search bar to find by customer name or MG ID
  2. Use filters to narrow down:
  3. Status — Pending, Fulfilled, Cancelled, or Expired
  4. Location — Filter by facility preference
  5. Studio — Filter by specific studio preference

Click any row to open the entry detail page.

Adding Someone to the Waitlist

Click Add to Waitlist from the waitlist page.

Step 1: Choose the Customer

The form opens on the Invite User tab by default — use this for new customers. Switch to Select User to find an existing customer by name or email.

Invite User fields:

  • First Name, Last Name, Email, Phone — required for all new customers

Select User: search for an existing customer.

Step 2: Enter Preferences

  • Location Preference — "First available location" or a specific facility
  • Studio Preference — "First available studio" or a specific studio
  • Preferred Size — If "first available studio," you can specify S, M, L, or XL

Click Add to Waitlist. On success you'll see:

  • A QR code the customer can scan on their own device to pay
  • A payment link you can copy and share
  • The customer also receives the link by email automatically

Show the QR code to the customer or send the link. Once they pay the deposit:

  1. The waitlist entry is confirmed with Pending status
  2. Customer receives a confirmation email with their preferences
  3. Entry appears in the waitlist

Note: The entry is confirmed once payment completes. The entry and payment record are created immediately on submit, but only become active when the customer pays.

Viewing Entry Details

Click any entry to see:

  • Customer — Name, email, and contact info
  • Preferences — Location and studio preferences
  • Status — Current state of the entry
  • Notes — Any internal notes
  • Timestamps — When created and last updated

Fulfilling an Entry

Waitlist entries are automatically marked Fulfilled when a lockout is created for the customer through the waitlist flow. You don't need to manually update the status.

If you need to manually fulfill an entry:

  1. Find the pending entry
  2. Click Fulfill (or Mark Fulfilled from the list)
  3. Confirm the action

Deposit handling: When you create the lockout for a waitlist entry, their deposit automatically applies to reduce the first payment. The checkout shows the reduced amount with "Waitlist deposit applied." The deposit transfers to the lockout's location at the time of lockout creation, so it routes correctly even if the customer ends up at a different location than their original preference.

Cancelling an Entry

If a customer no longer wants to wait:

  1. Open the entry
  2. Click Cancel
  3. Confirm the cancellation

Cancelling processes a refund:

  • Any deposit paid is credited back to their Stripe account
  • The credit applies to their next purchase

Deleting an Entry

For entries created in error (no refund needed):

  1. Open the entry
  2. Click Delete Entry at the bottom
  3. Confirm deletion

This removes the entry without processing a refund. Use this only for mistakes, not for customers who want out.

Status Meanings

Status What It Means
Pending Customer is actively waiting
Fulfilled Studio was assigned, customer moved to a lockout
Cancelled Customer cancelled (deposit refunded)
Expired Entry expired without being fulfilled

Notifications

When an entry is created (after payment):

  • Customer gets a "You're on the list" email with their MG ID and preferences

The customer email includes:

  • Their waitlist position info
  • Note that their deposit will apply to their first month
  • Link to view their waitlist status in their account

After fulfillment: Deposits appear on the reservation detail page as "Waitlist deposit applied: -$X.XX" showing the credit that was applied to their first payment.