Common questions about creating, managing, and using packages.

Key Stat: Pre-paid packages can make up over 60% of dog daycare revenue. Understanding how packages work is essential for maximising this revenue stream.

Yes! Customers can purchase multiple packages and their credits are tracked separately. When booking, they can choose which package to use if they have credits available from multiple packages for the same service.

A package can include one service or several. On Basic Info, choose how the credits are split: Shared pool puts every service on one pool of credits, and Per service gives each service its own capped credits. A "Dog Walking 5-Pack" with one service can only be used for dog walking appointments.

Yes. Add each service to the package, then choose the credit split on Basic Info. To stop a customer spending a grooming credit on a daycare booking, choose Per service and set a credit count for each service. With Shared pool, any credit covers any service in the package.

Bundled offers: To sell a "complete care bundle", add daycare and grooming to one package and choose Per service, for example 10 daycare credits and 5 grooming credits.

Package credits do not expire. Once purchased, credits remain available on the customer's account until they are used. Most customers use them quickly because they have already paid for them.

Planning ahead: If your business needs time-limited packages (e.g., "use within 12 months"), you can manage this manually by:

Yes, but with an important distinction:

For example, if you raise the price of your "10-Pack Daycare" from $250 to $280, customers who already purchased at $250 keep their original credits and pricing. Only new purchases use the updated price.

If you need to adjust an individual customer's existing balance, see How do I correct a package credit balance if it's wrong?

Most businesses offer 15-30% off for packages. The discount typically increases with larger pack sizes:

Tip: Make sure the discount is meaningful enough to motivate customers to prepay, but sustainable for your business margins.

The value analysis automatically calculates:

Use this to test different pricing scenarios and find the sweet spot that incentivizes purchases while maintaining profitability.

The discount is built into the package pricing itself. Here is how to configure it:

Tip: Start with a 15-20% discount for your first package. You can always adjust the price later, and changes only affect future purchases.

Customers can see their package balances in:

The visual stamp system shows:

Customers can only use credits for appointments on a service the package includes. For example, credits from a "Dog Walking 5-Pack" can only be used for dog walking appointments.

Note: Credits cannot be used for a service the package does not include. On a Per service package, each service draws only on its own credits.

When a customer cancels an appointment booked with a package credit:

Within notice period:

Outside notice period (late cancellation):

This transparent handling ensures customers understand the rules, and you maintain policy consistency.

Package balances are held on the pet owner's account. An eligible pet linked to that account can use the available credits for the matching package service.

How it works:

Example: The Smith family has Max, Bella, and Charlie. They purchase a 20-pack daycare bundle. All three dogs can use credits from this pack, and the stamp card shows which pet used each one.

Important notes:

When creating an appointment for a customer with available package credits:

The credit is deducted automatically. No manual price adjustments needed.

If the badge does not appear, check that:

If an appointment has already been created and you want to apply a package credit after the fact:

If no badge appears, the appointment's service type may not match any of the customer's active packages. Double-check that the service is an exact match.

Alternative approach: If editing the appointment does not show the package option, you can cancel the existing appointment (which does not use a credit) and rebook it fresh, selecting the package credit during the new booking flow.

This depends on your cancellation policy settings:

Cancellation within notice period:

Late cancellation (outside notice period):

No-show:

To set your cancellation notice period, go to Settings > Policies & Paperwork and set Change & Cancellation Notice Period.

Enable self-service for:

Keep staff-only for:

Yes! You can toggle the self-service setting on any package at any time. Changes take effect immediately:

Archiving hides a package from new purchases while preserving any existing customer credits.

To archive a package:

What happens when you archive:

If you need to start selling an archived package again:

Yes, but only after archiving first. When viewing an archived package:

Important: Permanent deletion cannot be undone. If any customers still have credits on the package, archive it instead so they can use their remaining credits.

Archived packages are hidden from the main list by default. To view them:

Archived packages display a grey "Archived" badge next to their name in the list.

Staff can purchase packages through the customer's profile:

Credits are added immediately to the customer's account.

Go to Customers & Pets and open individual customer profiles. Click the "Packages" tab to see:

Yes. You can check package status through individual customer profiles:

Quick indicators to look for:

Tip: When a customer calls to book, open their profile first and check Packages on the Wallet tab. This lets you proactively mention their available credits and provide a better experience.

Petboost provides several ways to monitor package usage:

Per-customer view:

Per-package view:

Identifying low-balance customers:

Yes! If self-service is enabled, customers can:

Everything is automated - no manual intervention required. Customers can buy a 10-pack at 2am and book their first appointment immediately.

Yes. Package balances are held on the pet owner account, so eligible pets under that account can use credits for the matching package service.

How it works:

Example: A family with Max and Bella buys a 20-pack daycare bundle. Both dogs can use credits, and the transaction history shows which pet used each one.

The package has Minimum pets set to 2 (Settings tab). Accounts with fewer active pets do not see it in the customer portal, and staff cannot sell it from the profile until a second pet is added. Turn Minimum pets off to open the package to every household. Existing balances are never affected by the setting.

Each pet's visit uses one credit. A 10-visit pack for two dogs needs 20 credits, or it lasts five visits. The package form warns when the credit count does not divide by the number of pets. Make the 2-dog version on a saved package builds the two-dog copy with the credits and price doubled, ready to discount.

Not as a pack that applies only to the second dog. Package balances belong to the customer account, so any eligible pet on the account can redeem a credit, and a cheap "additional dog" pack can be used for the first dog too. Set Minimum pets to 2 so only two-dog households can buy it, and price it as a two-dog walk pack at the blended rate.

No. Petboost does not buy packages automatically. Each package purchase is a single payment.

When a package has two credits or fewer, the pet owner app shows a Low Balance, Last Credit or No Credits Left badge. If you sell packages online, the customer can select Top up this pack to buy it again. In Mission Control, Low Package Balance and Packages Depleted cards have a Top Up Package button for staff.

For credits that renew and bill automatically, use a membership. See Memberships Overview.

When creating an appointment for a customer who has package credits:

Petboost prevents using package credits for a service the package does not include.

You can fix most balance issues directly in the app:

Staff can set the remaining credits on any customer's purchased package card without creating a payment or refund. Use this to correct errors, add goodwill credits, remove expired credits, or change whether that card is a shared pool or per service.

Publishing a change to the package you sell does not rewrite cards customers already hold. Use Adjust Balance on that customer's card when you need their existing balance to match.

To adjust a package balance:

Important details:

Common use cases:

If a customer has legacy credits that are no longer valid (e.g., from a trial period, an old promotion, or credits that were added in error during initial setup), you can remove them directly using the balance adjustment feature.

Steps to zero out old credits:

Tip: Before zeroing credits, communicate with the customer first. If they purchased the package legitimately, consider honouring the remaining credits or offering a partial refund to maintain goodwill.

Petboost has a built-in Refund Package feature that handles the Stripe refund and credit adjustment in one step. No need to go to Stripe Dashboard or contact support.

To refund a package purchase:

What happens automatically:

Common scenarios:

Important considerations:

These FAQs from other user guides may also be helpful:

Getting Started with Packages - Create and configure packages

Customer Package Balances - Track customer credits

Using Packages in Appointments - Apply credits when booking

Need help? Contact support or click the "Get Help" button in your dashboard to chat with our team.