Remove or block customers
In the Manager there are two ways to part with a customer: remove the customer from the studio, or change their status, for example to Blocked or Inactive. You find both in the customer sheet. This page explains what happens to bookings, credits and subscriptions.
Remove a customer from the studio: how it works
You remove a customer in the Manager in the customer sheet, not in the customer list.
- Open Manager → Customers (app.bookicorn.net/kunden) and tap the customer.
- Tap More at the bottom of the customer sheet.
- Choose Remove from Studio (your studio's term appears instead of "Studio").
- Confirm with Remove customer.
The customer then disappears from your customer list. There is no undo.
What is deleted when you remove a customer
When removing, Bookicorn only deletes what your studio has created about this customer:
- the connection between customer and studio, and with it their status, their labels, the health note and the notes field in the profile
- your studio's notes about this customer
- the documents your studio has stored about this customer, including files
Other studios' data remains untouched. The customer receives no email and no notification.
What remains when you remove a customer
Removing doesn't touch bookings, credits or payments:
- Upcoming bookings remain and are not cancelled. Cancel them yourself beforehand if the person shouldn't come anymore.
- Past bookings and invoices are kept.
- Credits stay with the customer and can still be used.
- Subscriptions continue, see the next section.
- Vouchers and waitlist entries remain.
- The customer's Bookicorn account remains. They can still sign in.
Does the subscription end when I remove a customer?
No. Neither removing nor the status Blocked or Inactive cancels a subscription. This applies to subscriptions via Stripe, via PayPal and to subscriptions with payment on site. The subscription keeps renewing as before.
A subscription can't be cancelled in the Manager itself. In the customer sheet, the Subscriptions tab only shows which subscriptions the customer has. If the customer has cancelled their subscription, the tab shows "Will be cancelled on …" and the Undo cancellation button. This currently only works for subscriptions via Stripe.
The customer can cancel themselves, for example in the customer app with Cancel subscription. So clarify a cancellation with the customer before you remove them.
Why a removed customer is back in the list
A removed customer automatically comes back into your customer list as soon as they have something to do with your studio again:
- when they book with you
- when they buy credits or a subscription from you
- when their running subscription renews
- when they join your studio again
They then appear with the status Active and without the previous notes, documents and labels. You can also create them again yourself: under Manager → Customers with Create customer and the same email address, the existing account is connected to your studio again.
Change customer status: Active, VIP, Inactive, Blocked
You change a customer's status in the customer sheet with Change status. The options are Active, VIP, Inactive and Blocked.
- Inactive: the customer is hidden in the customer list by default. Via Filter and the Status section, you bring them back. They aren't suggested when booking someone in via the Manager.
- Blocked: the customer can no longer join your studio. They remain visible in the customer list, and in the customer app your studio is missing from their studios.
- VIP: a marker for you. A badge appears in the customer sheet.
Announcements, the voucher email to customers and the birthdays on the dashboard only take customers with the status Active into account.
You lift the status in the same way: Change status and choose Active. The customer receives no message about a status change.
Can a blocked customer still book?
Yes. The Blocked status currently only prevents joining your studio, not booking. Existing bookings, credits and subscriptions also remain untouched.
If a blocked or inactive customer buys credits or their subscription renews, Bookicorn automatically sets their status back to Active.
If a person shouldn't come anymore, cancel their upcoming bookings and agree with them that they cancel their subscription.
Who can remove customers and change the status
Change status and Remove from Studio are available in the customer sheet for everyone who can open the customer sheet. Trainers only see the customer list if they have the right to do so. No addon is needed.
Removing a customer and deleting an account are not the same
When you remove a customer, you only cut the connection to your studio. Their Bookicorn account remains, including with other studios.
If the customer deletes their account themselves, it is anonymized and sign-in is blocked. They then disappear from the customer lists of all studios.
Frequently asked questions
If I remove a member, does their subscription end? No. The subscription continues and renews as before. A subscription can't be cancelled in the Manager, the customer does that themselves, for example in the customer app with Cancel subscription.
Are the bookings cancelled when I remove someone? No. Upcoming bookings remain. Cancel them individually beforehand if the person shouldn't come.
Do a removed customer's credits expire? No. The credits stay with the customer and can still be used.
Does the customer receive an email when I remove or block them? No. No message goes to the customer, neither when removing nor with a status change.
I removed a customer, and now they're back in the list. Why? They booked or bought again, or their subscription renewed. Bookicorn then automatically creates them again as Active.
Can I undo removing a customer? Not directly. Create the customer again under Manager → Customers with Create customer and the same email address. Notes, documents and labels from before are then no longer there.