Customer experience

Understanding the customer side makes it easier to set up products correctly and solve support questions quickly.

Customer accounts

What the customer account holds

A customer account can hold:

• Bookings.
• Memberships and subscriptions.
• Gift card balance.
• Punch passes.
• Booking confirmations.
• Waiver status.
• Access links or codes where configured.

The customer account is tied to the login method and email the customer used. If something is missing, check whether the customer is logged in with the same account used for the purchase.

Login methods

Customers may log in with email, Vipps, Apple, Google, or Facebook depending on the enabled setup. Account identity matters for benefits and balances.

If a customer bought a membership, gift card, punch pass, or booking with one account and later logs in with another, Periode may not be able to connect the benefit automatically.

For support cases, see Login methods and customer identity.

Booking as a customer

Booking flow

A typical booking flow is:

1. Customer opens a booking product link or booking group link.
2. Customer chooses a date and time.
3. Customer chooses price tier, seats, or options.
4. Customer enters required details.
5. Customer accepts terms or completes a waiver if required.
6. Customer pays or uses a valid benefit.
7. Customer receives confirmation.

The product setup controls what the customer sees: schedule, capacity, price tiers, member prices, discount code placement, refund rules, waiver, optional extras, and confirmation text.

Member prices

If a customer should receive a member price, they must use the account that owns the membership.

If the price is missing, see Customer cannot get a member price.

Discount codes

Customers enter a discount code during checkout where the product places the discount field.

If a code does not work, see Discount code does not work.

Gift cards and balances

Customers can use gift card balance in eligible checkout flows. The balance must be connected to the account they are using.

If a balance is missing, see Gift card balance is wrong or missing.

Punch passes

A punch pass gives a fixed number of uses. When the customer books an eligible session, the pass can be used until the included uses are spent.

If the pass is missing at checkout, see Punch pass is missing or not working.

Managing bookings as a customer

Confirmation and booking link

After booking, the customer receives confirmation according to the product setup. The confirmation or booking link is the customer’s reference for the purchase.

If the customer loses the link, see Customer lost a booking link or access code.

Book another session

The booking page shows a “Book another session” button that takes the customer back to the product’s booking page. Under Advanced details on the booking product you can set a custom link for the button, or turn on Hide the “Book another session” button to remove it entirely. Both settings can also be changed for several products at once with Edit many.

Cancellation

Customer-side cancellation follows the booking product settings. The cancellation deadline and Refund type decide what happens when a customer cancels within the allowed window.

The customer may receive a money refund, gift-card credit, partial configured refund, or no automatic refund, depending on the product.

Rescheduling

If rescheduling is enabled and the customer is inside the allowed deadline, the customer can move the booking according to the product rules.

Rescheduling may be limited by capacity, waitlist status, product rules, or price differences.

When choosing a new time, the customer sees each session’s message: the first line in the list of times, and the rest of it below once they pick a session. See Session messages.

Waivers and access details

If a waiver is required, the customer may need to sign before access information is shown. This is common for unmanned locations and products with door pincodes.

If a customer cannot see their access code, see Customer cannot see a door code.

Membership as a customer

Buying a membership

The customer opens the membership link, reviews the product text, accepts terms, enters required details, and completes the recurring payment setup.

See Terms and conditions for what the membership page and terms should explain.

Using membership benefits

Membership benefits may appear as member prices, free bookings, booking limits, hidden access, or included punch passes.

The customer must be logged in with the membership account for benefits to apply.

Gift subscriptions

For a gift subscription, the buyer pays and the recipient activates the membership on their own account. See Gift subscriptions.

Gift card and punch pass as a customer

Gift card

A gift card is money value. The customer can buy, receive, redeem, and spend that value on eligible products.

Balance corrections are described under Adjust customer balance.

Punch pass

A punch pass is a number of sessions or uses. The customer redeems or buys the pass and then uses it on eligible bookings until the balance reaches zero.

A personal pass can only be used by the account it belongs to, while a non-personal pass can be shared by code. See Personal and non-personal passes.