Reporting tiles state what they count. Intent (a tap, a click, or a link open) is not the same as a completed booking. A missing figure shows as a dash, not 0.
Where the figures come from
Petboost works out every figure on its own servers, once, and the page shows the result. The daily figures behind most tabs are worked out each night, and Recalculate Analytics works them out again for a range you choose. A deep dive, the Map, Packages, Memberships, Marketing and the forecasts ask the server for their figures when you open them or select Crunch the Numbers. Your browser does not load your appointments to add them up.
Revenue, collected and outstanding
Revenue with no other word is earned revenue: the total of appointments that are completed, ready to pay, paid, payment declined, refunded or partially refunded, on the visit date in your business's time zone, before refunds. Cards that say "total" or "all revenue" add package purchases, sales and membership payments.
Collected is money taken on the day it was taken: a deposit on the day it was paid, each part payment on its own day, a settled booking on the day it was paid, cancellation fees, sales, package purchases and membership payments net of refunds. It is never a count of statuses.
Outstanding is the balance still owed on finished visits up to today. Pending, confirmed, declined, refunded and future visits are never outstanding.
Appointments and completion
Appointments counts distinct appointments in the selected period, whether or not they have finished. A two-pet booking is one appointment. A figure counted per service line says "lines".
Completion is finished visits (completed, ready to pay, paid, payment declined, refunded or voided) out of every appointment that was not cancelled. Declined requests are never counted.
Do not read Appointments as visits already done. Use Completion for that.
Customers and pets
Customer visits and pet visits are counted each day and added up, so a weekly client counts once a week. Charts by day use these.
Different customers and different pets count each one once over the whole period, across every location in view.
First visits are customers whose first finished visit ever is in the period. Accounts created is a separate figure: imported and draft clients are included, and it never means a first visit.
Retained is the share of customers who finished a visit in the same number of days before the period and finished one in this period too.
Service and team revenue
Service and team revenue is the total of each line after quantity and discounts. An add-on counts for the team member who did it. Lines with no team member are kept in an Unassigned figure, so services, team members and Unassigned add up. Lines redeemed from a package are counted and shown as "via packages", and are left out of average values and revenue per hour.
Add-ons
Add-ons is the share of appointments that were not cancelled or declined and include at least one extra. The same tile shows how many bookings have no extra.
Add-ons sold lists each extra by name, quantity, appointments, attach rate, and revenue. Package-redeemed extras are marked Package.
Day View and Week View use the appointments of the day or week you have open. Overview uses the nightly daily totals for the selected date range.
Cancelled bookings and declined requests are out of the attach-rate denominator. Expand an appointment card on Day View or Week View to see the extras on that booking. Use the Appointments Deep Dive for the named extras on every booking in a longer range.
Dates and time zone
Past figures sit on the visit date in your business's time zone. A stay counts on the day it starts. Only an "in house" figure counts every day a stay covers, and it says so.
GST
Stored figures include GST. A business registered for GST sees Incl. GST and Excl. GST. Excl. GST divides each figure by 1.1, so a figure that can hold GST-free lines is an approximation and says "approx.". Targets and budgets you type in are never divided.
Locations
With All locations on, a combined figure is worked out on the server across every location in view, and a customer, pet or team member who visits more than one location counts once. A card that can only cover the location you are in says This location on the card.
Assumptions
Reporting never shows a dollar figure or a percentage your business did not earn. Where a card has to assume something, such as the minutes of admin an online booking saves, it says "We assume" and gives the number. The Weekly Wrap, Mission Control and the Appointments Deep Dive use the same minutes.
Revenue Calendar
Each day on Revenue Calendar adds up two kinds of money:
Appointments, on the appointment date. A past day counts earned visits, the same set as Financial. Today and future days count bookings at their booked total, leaving out cancelled and declined ones.
Retail sales, package purchases and membership charges, on the day the money came in. A sale or purchase still waiting on payment is left out, and a membership refund comes off the day it was refunded.
A future day has no sales yet, so it adds an estimate: the average for that weekday over the last four weeks. Those days show ~ before the figure. Membership plans charge every 7, 14 or 28 days, so each member is charged on the same weekday and four weeks hold one full cycle of every plan.
Expected additional adds the appointment revenue still to come on each future day. It uses the same figures as Forward Forecast on Financial: your average for that weekday over the last 90 days, the share of bookings clients made themselves, and how far ahead they usually book. With fewer than 10 self-service bookings in the last 90 days, nothing is projected.
Select a day to see each appointment behind its figure, with the day's sales, packages and memberships as one total each. On a future day, the list shows the four days the average came from. Day View lists each sale, package purchase and membership charge on a past day.
Export CSV leaves the estimate out. A future row carries its booked appointments only, and its Sales, Packages & Memberships cell is blank.
Campaign attribution
A booking is counted against a campaign when the owner completes it through that campaign link (via= on the URL). The source is stored on the booking as Referred via.
Clicks that do not become a booking are not counted. There is no click-through window after the owner leaves the form.
Build campaign links on the Marketing tab of Reporting & Intelligence. The campaign source breakdown on the appointments deep dive uses the same rule.
History is not un-counted
Deleting or archiving a card, flyer, or campaign link does not erase bookings, opens, or reviews those links already earned. History stays on the appointment.
Estimates and outliers
If a tile is an estimate, the tile says so. Where one large day or client would swing an average, the tile uses the median and says why.
Marketing copy and in-product tiles use the same measure. If they disagree, treat the in-product tile as the count.
Under a team or service filter
Under a team or service filter, revenue and appointments come from the matching lines of earned appointments, at their total after discounts, worked out on the server. A team filter includes the add-ons each selected member did.
Completion, cancellations, customers, packages, sales, memberships, refunds, fees, collected money and payment counts cannot be split by team member or service. Those tiles show the whole business and are marked All team · all services.
Look Back periods
Each Look Back period is worked out on its own on the server, the same length as your range and straight before it. Every figure on the page covers your selected range only.
Revenue: Collected or Earned
Mission Control carries a Collected and Earned switch, and so does the Revenue card on Day View and Week View. It sets which day a booking's money is counted on. The choice is saved on the device you are using and follows you across the dashboard and Reporting & Intelligence.
Collected puts a payment on the day it was taken. This is the basis that lines up with your till and your payout statements.
Earned spreads a booking's line total across the units it covers. A five night boarding stay at $460 counts $92 on each of the five nights.
Collected is the basis a new business starts on.
Switch between Collected and Earned
Do this to see a day's money on the other basis.
Open Reporting & Intelligence and choose Day View.
On Revenue, select Collected or Earned.
On Earned, the card shows one figure and Payment Methods is hidden, because the payment split belongs to the collected basis.