Sell packages and prepaid credit

Let customers pay once for a block of appointments and spend the credit whenever they book.

A package is credit a customer pays for once and spends over weeks or months: six B12 injections, a block of physio sessions, a ten-class pass. They pay up front, then book each visit without paying again. You are paid on the day they buy, and regulars have a reason to keep coming back.

It is not a course, which schedules every visit at the start, or a bundle, which puts several services in one visit. With a package the customer chooses when to come, one appointment at a time.

Before you sell one

Paid packages need Booked Payments; without it the shop says “Packages cannot be bought here yet — payments are not set up.” Buying needs no account, but spending credit does, so switch on Customer accounts too.

Create a package

1. Open Set up › Packages and press Add packageOn an empty list it reads Create the first one.
2. Fill in The basicsName, summary, price and status. Keep it as Draft — not on sale yet while you work.
3. Build What is in itPress Add a service and set How many. Add lines for a mixed block.
4. Set How long it lastsPlus a per-customer limit if you want one.
5. Set Status to On sale and press Save packageYou return to the list, which shows contents, price, length and how many are sold.

• 1Name, One-line summary and Description — the shop shows the name with the summary under it. The Description is saved, but the shop does not display it at present.
• 2Price and Status — at £0.00 there is no card step. Only On sale packages appear on the shop, the booking form and Give them a package. Archived — off sale, existing credit still works retires one.
• 3A line of the package — one active service and How many of it, up to 500. A package holds up to 20 lines.
• 4The saving — worked out from today’s service prices, and the source of the shop’s “Save 17%” badge. A package that saves nothing is allowed.
• 5How long it lasts — the buttons set 30, 90, 180 or 365 days, or Never. You can type up to 3,650 days.
• 6Most one customer may buy — 0 means no limit. Set 1 for an introductory offer.

To sell three, six and ten of something, make three packages that each hold one service. Only single-service packages are offered on the booking form next to their service; a mixed block like Winter wellness appears on the shop page only.

Each purchase keeps the name, contents, price and expiry date it was bought with, so editing a package only affects later sales. The bin icon deletes a package only if nobody has ever bought it; otherwise it is archived, and existing credit keeps working.

Put the shop on your website

Add [get_booked_packages] to any page. Visitors see nothing until a package is on sale. Add title="Buy a pass" for a heading, or service="12" to show only one service’s single-service packages — see Put booking on your website.

• 1Save 11% — shown only when the package is cheaper than booking one at a time.
• 2Price — with the price per credit when it holds more than one.
• 3What is in it and how long it lasts — one line per service, then “Use within 3 months” or “No expiry”.
• 4Buy this — starts the purchase, below.

Booked remembers the shop’s address the first time it is opened, and the booking form links to it with See passes for customers who are not signed in, on services with a single-service package on sale. There is no setting to change that address.

How a customer buys one

1. They press Buy thisand give their name, email and phone. “Your credit lives on this address — use the same one when you book.”
2. They pay on the card stepthrough Booked Payments. A free package skips it.
3. They see “That’s yours”with an order reference such as PK-00012. The credit is on their record once the payment is confirmed.

Booked matches the customer by email or creates a record. An abandoned checkout holds no credit, and purchases in test mode are left out of Insights.

Once the payment is confirmed, or straight away for a free package, the customer is sent the Package bought email as their receipt: what the package covers (“5 × Flu vaccination”), what they paid or “Free”, the use-by date or “It does not run out”, the PK- reference, and how to use the credit — book as normal, choose to use a credit at the end, and sign in with the same email address. Your team gets Package sold with the same details; see Team alerts.

How customers spend credit

An email address is not proof enough to spend credit: the customer must be signed in. It happens on the Details step of the booking form.

• 1You have 4 credits for this — each package with credit for this service, soonest expiry first.
• 2Pay for this one instead — selected when the step opens, so nothing is spent until they pick a package.
• 3Confirm booking · use 1 credit — once a package is picked; any deposit and card step drop away.

A customer who is not signed in sees “Already have a pass?” when the service has a single-service package on sale. They press Email me a link; the link opens your account page and signs them in, and back on the booking form their credit appears. You can also press Email them a sign-in link on their customer record. Services with no single-service package on sale show no prompt, so someone holding only mixed-block credit should sign in on your account page first.

• The appointment costs nothing. It is saved at £0.00, and its Activity log reads ‘Paid with credit from “6 B12 injections”’.
• Cancelling gives the credit back, whoever cancels. A no-show keeps it spent, and deleting a booking does not return it.
• Your team cannot spend credit for them. For a phone booking, set the booking’s Price to 0 and take a credit off their record, below.

When a booking with credit is refused

The customer’s message ends with a code, such as (ref: GB-PKG-EMPTY). Search for it under Settings › Activity log — see Error codes.

See and manage what a customer holds

Open the customer under Bookings › Customers; the Packages card is in the right-hand column. There is no list of everyone holding a package.

• 1The purchase — “Paid” or “Given by hand”, and the expiry date. Expired, cancelled and unpaid ones are greyed out.
• 2A balance — what is left for one service. Tap it to adjust.
• 3Cancel it — everything left stops working at once. Nothing is refunded.
• 4Give them a package — any package on sale, free of charge, with a reason.
• 5Adjust — a positive or negative number and a reason. Taking away more than is left is refused.

Giving a package takes no payment, and Insights counts it as given, not sold. Every gift, adjustment and cancellation goes in the customer’s Activity log with who did it and why. Cancelling a package leaves appointments already booked with it in the diary.

Refund a package

1. Refund the paymentIn Payments, find the PK- reference in the Appointment column and press Refund. See Refunds.
2. Cancel the packagePress Cancel it on their record. Neither step does the other, so do both.

Neither step emails the customer. The Booking refunded email is only for payments that belong to a booking, so tell them yourself that the money is on its way back.

Expiry

The clock starts the day they buy. After the expiry date the credit stops working, and what was left stays on their record, marked expired. An expiry date cannot be changed; to honour lapsed credit, give them the package again and adjust it down. The follow-up triggers A pass is running low and A pass is about to run out of time remind people first.

Their account and your Insights

Signed-in customers who hold, or have held, a package get a Passes tab showing what is left, the status (Active, All used or Expired), the reference and the use-by date. The switch See the passes they hold and what is left on them under Settings › Customer accounts hides it. In Insights, a Packages and passes card shows income on the day of purchase, credit used and what you still have to deliver.

Good to know

• The purchase limit counts unfinished checkouts. At 1, a customer whose card is declined is refused on the next try: “This package is limited to 1 per customer, and you already have it.”
• A greyed entry with no balances is usually an unpaid checkout. Its “Paid” figure is the price, not money received. The Sold count includes these and gifts.
• Paid but no credit? Credit is issued when their browser confirms the payment, so closing the page at that moment can lose it. Check Payments, then give the package by hand with a note.