Common questions about creating, managing, and using packages.

📊 Key Stat: Pre-paid packages make up 45% of dog daycare revenue on average. Understanding how packages work is essential for maximising this revenue stream.

General Questions

Can customers combine multiple packages?

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.

How many services can a package include?

Each package applies to a single service type. For example, a "Dog Walking 5-Pack" can only be used for dog walking appointments.

Pricing & Discounts

What's a good discount percentage for packages?

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

5-pack: 10-15% discount
10-pack: 20-25% discount
20-pack: 25-30% discount

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

How does the value analysis help me price packages?

The value analysis automatically calculates:

Total regular price - What customers would pay booking services individually
Package price per use - Effective cost per session in the package
Total savings - Dollar amount and percentage discount
Per use savings - Discount amount per visit

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

Customer Usage

How do customers know they have package credits?

Customers can see their package balances in:

Customer Portal - Dashboard shows all active packages and remaining credits with visual stamp system
Booking Flow - When booking, they'll see an option to use package credits if they have credits available
Email Receipts - Each package purchase email shows the credits added

The visual stamp system shows:

Purple circle stamps 🟣 - Available credits ready to use
Green checkmark stamps ✅ - Credits that have been used

Can customers use package credits for any appointment?

Customers can only use credits for appointments that match the package's service type. For example, credits from a "Dog Walking 5-Pack" can only be used for dog walking appointments.

Note: Credits cannot be used for different service types.

What happens if a customer cancels an appointment they paid for with a package credit?

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

Within notice period:

Credit is automatically restored to their package balance
No action required from staff

Outside notice period (late cancellation):

Credit can be forfeited (based on your cancellation policy settings)
Or restored at staff discretion with manual override

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

Self-Service & Staff-Only

When should I enable self-service purchase?

Enable self-service for:

Standard packages you want all customers to access
Packages that generate recurring revenue
Services you actively promote
Packages with straightforward pricing

Keep staff-only for:

Introductory or promotional offers
VIP/premium packages for select customers
Packages requiring consultation before purchase
Seasonal or limited-time offers you want to control

Can I switch a package from staff-only to self-service later?

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

Enabling self-service makes the package visible in the customer portal
Disabling self-service removes it from public view (but existing credits remain valid)

Staff Operations

How do staff purchase packages for customers?

Staff can purchase packages through the customer's profile:

Go to Customers & Pets
Open the customer's profile
Go to "Packages" tab
Click "Purchase Package" button
Select the package
Choose payment method (Card Reader, Saved Card, Cash, or Bank Transfer)
Click "Purchase"

Credits are added immediately to the customer's account.

How do I track which customers have purchased packages?

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

All active packages with remaining credits
Visual stamp system showing used and available credits
Purchase dates and package details
Complete usage history

Do packages work with online booking?

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

Purchase packages through the customer portal
View their package balances in their account
Use package credits when booking appointments online

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

Can package credits be shared between pets in the same family?

Yes! Petboost allows credits to be shared between eligible pets in the same household.

How it works:

When purchasing, select the "Share with family pets" option
Any eligible pet in the household can use credits from the shared pool
Each pet's usage is tracked separately on the stamp card
Perfect for families with multiple dogs using the same service

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.

Is there an auto top-up feature?

Yes! For customers who use packages regularly, you can enable automatic replenishment:

Set a threshold (e.g., "when 2 credits remaining")
When credits fall below threshold, automatically purchase a new package
Uses customer's saved card on file
Customer receives notification of auto-purchase

This ensures regular customers never run out of credits and keeps their booking experience seamless.

How are package credits applied during booking?

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

Select the service that matches their package
Petboost automatically detects available package credits
A purple "Package Credit Available" badge appears next to the service dropdown
Click the badge to see all available packages and balances
The appointment price shows as $0 when using a credit
One credit is automatically deducted from their package balance

Petboost prevents using package credits for services that don't match the package type.

How do I correct a package credit balance if it's wrong?

Contact Petboost support to adjust package credit balances.

Currently, manual balance adjustment is not available in the app interface. If you need to correct a package balance due to:

Credit was accidentally used on wrong appointment
System error during cancellation handling
Customer dispute resolved in their favour
Promotional credit addition

To request an adjustment:

Email [email protected] with:
- Customer name and email
- Package name
- Current balance and what it should be
- Reason for adjustment
Our team will process the correction and confirm

Workaround options:

For accidental usage: Cancel the appointment (credit is restored if within notice period)
For promotional credits: Purchase a new small package as a goodwill gesture

Coming soon: Manual balance adjustment directly in the app is on our roadmap.