Skip to content

Reminders, No-Shows, and Session Completion

Learn how Ordinatus automatically reminds customers before their session, how no-show events are tracked, and how trainers and Organizational Admins close out completed sessions.

Before You Begin

  • You must be an Organizational Admin to configure reminder and completion policies.
  • Reminder and no-show settings live in Organization Settings. See Organization Settings.
  • Trainers close out sessions from their Trainer Portal. See Claiming and Running Sessions.

Session Reminders

Ordinatus sends automated reminder emails to your customers before their confirmed session. You control how many reminders go out and how far in advance.

How reminders work

  1. A background job runs every 15 minutes and checks all confirmed bookings across your organization.
  2. For each reminder time you have configured, the system looks for confirmed bookings whose start time falls within a 15-minute window of the target reminder time (for example, exactly 24 hours away).
  3. If a matching booking has not already received a reminder at that offset, the system sends a reminder email to the customer.
  4. Duplicate prevention is built in: each reminder is sent at most once per configured offset, per booking, even if the job runs multiple times.

Reminders are sent only to customers. Trainers do not receive reminder emails.

Configure reminder timing

  1. Go to Settings in your organization's admin panel.
  2. Under Email Settings, find the Reminder Hours Before Session field.
  3. Enter one or more hour values separated by commas. For example, entering 24, 1 sends reminders 24 hours before and again 1 hour before the session.
  4. Leave the field empty to disable all reminders.
  5. Click Save Settings.

The Reminder Hours Before Session field in Organization Settings, showing comma-separated hour values

Note: Changes to reminder timing apply to all future reminder checks. Bookings that have already passed a reminder window will not receive a retroactive reminder.

No-Shows

When a customer or trainer does not attend a confirmed session, you can record this as a no-show for reporting purposes.

No-show policy

Your no-show policy controls what customers are told when a no-show occurs. You configure this in Organization Settings under the Cancellation Policies section.

The available policy options are:

Policy What it means
No Refund Customers who no-show do not receive a refund.
Contact Support Customers are directed to contact your support team to resolve the situation.

No-show policy is a communication and expectation-setting tool. Ordinatus does not automatically process refunds or reverse payments when a no-show is recorded.

Recording a no-show

No-show recording is currently handled by a Platform Admin through the internal Django admin interface. The booking record stores:

  • Whether the customer did not attend (customer_no_show)
  • Whether the trainer did not attend (trainer_no_show)
  • Which staff member marked the no-show and when

No-show counts appear in trainer payout reports, giving you visibility into attendance patterns across your team.

Coming soon: A no-show marking action directly in the Organizational Admin and Trainer Portal is planned for a future release.

Session Completion

A session must be marked Complete before it can appear in payout reports and before your organization's records reflect that the session was delivered. Sessions are not automatically closed when the scheduled end time passes.

Completion policy

Your completion policy determines who is responsible for closing out sessions. Configure it in Organization Settings under Session Completion.

Policy What it means
Trainer Must Close The assigned trainer manually marks the session complete in the Trainer Portal.
Reminder Then Auto-Close The system is configured to remind trainers to close sessions, with an auto-close fallback.

Note: The Reminder Then Auto-Close option is visible in settings but the automatic closing behavior is not active in the current version. Regardless of this setting, sessions must be manually closed by the trainer or Organizational Admin.

How trainers mark a session complete

After a session's scheduled end time has passed, the trainer sees a Mark Complete button on their portal dashboard next to that booking.

  1. Log in to the Trainer Portal.
  2. On the Dashboard, find the booking in the My Sessions list. Completed sessions are those where the end time has passed and the status is still Confirmed.
  3. Click Mark Complete.
  4. The session status changes to Completed and a completion timestamp is recorded.

A trainer can only mark complete their own sessions, and only after the session's scheduled end time.

The Trainer Portal dashboard showing a confirmed past session with the Mark Complete button

How Organizational Admins mark a session complete

Organizational Admins can mark any session in their organization as complete, including sessions that are still scheduled in the future (useful when a session ended early or was entered with an incorrect end time).

  1. Go to Bookings in the admin panel.
  2. Find the confirmed session in the Awaiting Completion list.
  3. Click Mark Complete on that row and confirm the action.

The admin Bookings list showing the Awaiting Completion section with a Mark Complete button

Important: Marking a session complete is permanent from the interface. Once a booking is marked Complete, its status cannot be reversed through the admin or trainer portal.

Tips

  • Set at least a 24-hour reminder so customers have time to reschedule or reach you if they have a conflict.
  • Trainers should mark sessions complete promptly after delivery so payout reports stay accurate.
  • If a trainer forgets to close a session, you can mark it complete from the admin Bookings list at any time.

Troubleshooting

Customers are not receiving reminder emails. Check that the Reminder Hours Before Session field in Organization Settings contains at least one value. Also confirm that the background worker (qcluster) is running, as reminders depend on it.

The Mark Complete button is not showing for a trainer. The button appears only after the booking's scheduled end time has passed. If the session ended early, an Organizational Admin can close it from the admin Bookings list, which has no end-time restriction.

The session completion policy is set to Reminder Then Auto-Close but sessions are not closing automatically. Automatic session closing is not yet active. Sessions must be manually marked complete by the trainer or Organizational Admin regardless of this policy setting.