Customer Can't See a Package in Self-Service
Check the package visibility setting. Packages can be set to either:
Self-Service -- visible to customers in the online store and booking flow
Staff Only -- only visible to staff, not available for customer self-purchase
Go to the package detail page and check which mode it is set to. If you want customers to purchase it online, ensure it is set to Self-Service.
Package Credits Not Appearing at Booking
Check service eligibility. Each package is linked to specific services. A package credit only appears as a payment option when:
The service being booked matches one of the package's linked services
The customer has remaining credits on that package
The purchase is paid. A purchase by payment link or bank transfer shows Awaiting Payment on the package card until it is paid
If the package credit is not appearing, check the package's linked services match the service being booked.
Wrong Credit Balance
A credit is deducted when an appointment is booked and returned when it is cancelled without forfeiting. Credits never expire. If the balance looks incorrect:
Cancelled appointments: When an appointment is cancelled before the cancellation policy cut-off (i.e. with sufficient notice), the credit is automatically restored to the package balance. After the cut-off, staff choose when they cancel: Retain package credits (selected by default) or Forfeit package credits. Mark as No Show always restores the credit.
Manual balance adjustments: Click Adjust Balance on the package card to set remaining credits and choose Shared pool or Per service. Enter a reason and confirm that this updates the customer's existing card. This is a ledger-only correction and does not trigger any payment or refund.
Duplicate Package Purchases
For card payments (card on file, card reader), Petboost has built-in duplicate protection -- if the same package is purchased twice within 60 seconds, the second purchase is automatically blocked.
For cash or bank transfer payments, there is no automatic guard. If you see two purchases of the same package with timestamps close together, it may be a duplicate. Refund the duplicate purchase with Refund Package on the customer's package card.
Multi-Pet Package Sharing
Package balances are held on the pet owner account. When booking an eligible pet under that account, available credits for the matching package service can appear as a payment option, even if another pet was the first one to use the package.
Common Questions
Can I change the price of a package after customers have purchased it?
Price changes apply to new purchases only. Existing purchased packages retain their original pricing and credit balance.
Can I see who has active packages?
View package holders from the customer's profile under Packages on the Wallet tab. For a broader view, check the Reporting & Intelligence section.
How do refunds work for packages?
Use the self-service Refund button on the customer's package card (Packages on the Wallet tab of their profile). This handles the Stripe refund and credit adjustment in one step. See the Package FAQ for full details.