The Packages report lists the packages customers have purchased and includes data for which packages are still active, their purchase and current values, status, and payment information. You can also use this report to manage individual packages, editing their details, pausing, or resuming auto-renew, cancelling or refunding them, and tracking their usage.
After running this report, you can perform the following actions, when possible, for packages in the list:
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Edit Package: View or update the details of the customer's package.
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Edit Balance: View or update the number of visits or products remaining on the package.
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Pause or Resume Auto Renew: Stop or restart the package's auto-renewal.
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Cancel Package: Revoke the customer's package so that none of its services, classes, or products can be used.
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Refund Package: Revoke the customer's package and return the paid amount.
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History: View the customer's usage of that package.
Prerequisites: This feature is available for all Vagaro businesses. At least one package must have been purchased by a customer.
Running the Packages report will list all of your customers' packages, regardless of their status. Use the report's filters to limit the results to only those you'd like to see, and then you can export or print the report for your own analysis and business records.
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Purchase Date: When the customer purchased the package.
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Customer: The name of the customer who purchased the package.
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Business Name: The business where the package was purchased.
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Initial Amount: How much money the package was originally worth.
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Current Amount: How much of the initial amount has been used.
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# of Visits Remaining: How many visits the customer can still redeem.
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Expiration Date: The date after which the package is no longer valid.
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Status: The package's current status: Outstanding, Redeemed, Inactive, or Expired.
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Cancel Reason: Why a package was cancelled after a customer purchased it.
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Auto Renewal: How often the customer has to pay to continue using the package or start using it again after it has expired or been redeemed.
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Renewal Status: Whether the package is set to automatically renew.
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Next Payment Date: The date when the customer's next payment is due to renew the package.
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Auto Renewal Limit: The maximum number of times the package can be renewed.
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Modified Date: Date and time when the package was last updated.
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Modified By: The name of the employee who last updated this package for the customer.
On a phone, the Packages report shows each package you've sold as cards.
To run a report of the packages that customers have purchased at your business:
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Select More
→ → .
All your customers' active packages will appear in the report.
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Optionally, in the top-right corner, select Filters
, set any of the following filters, and then select Run Report.
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Search Fields: Before you search, use the Search Fields list to narrow down your search to just the option you select.
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Search Value: Search for a specific customer, package name, service name, number of visits, and so on.
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Status: Show data for packages with a specific status:
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All Packages: Show all packages.
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Outstanding: Show packages with visits or value still to be redeemed.
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Redeemed: Show packages with no visits remaining.
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Inactive: Show cancelled packages.
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Expired: Show packages that are expired.
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Auto Renew: Show packages that do or don't auto-renew.
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Renewal On: Show packages that have a specific charge frequency.
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Renewal Status: Show packages that are active, paused, or expired.
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Select Export PDF or Export Excel to download this report.
The Packages report shows each package you've sold as a row in the table.
To run a report of the packages that customers have purchased at your business:
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Select Reports
→ .
All your customers' active packages will appear in the report.
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Optionally, in the top-right corner, select Filters
, set any of the following filters, and then select Run Report.
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Search: Search for a specific customer, package name, service name, number of visits, and so on.
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Search Fields: Before you search, use the Search Fields list to narrow down your search to just the option you select.
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Status: Show data for packages with a specific status:
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All Packages: Show all packages.
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Outstanding: Show packages with visits or value still to be redeemed.
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Redeemed: Show packages with no visits remaining.
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Inactive: Show cancelled packages.
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Expired: Show packages that are expired.
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Auto Renew: Show packages that do or don't auto-renew.
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Renewal On: Show packages that have a specific charge frequency.
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Renewal Status: Show packages that are active, paused, or expired.
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All packages can be edited to make their settings specific to a customer. Not only can you update the package, but none of these changes will affect the original package created in the Packages screen.
To update a customer's package in the Packages report:
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Select More
All your customers' active packages will appear in the report.
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Select the package to update, then select Edit Package.
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Update the customer's package information as required.
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Change Will Affect: Make changes to the Current package (immediately), or at the Next Renewal (if Auto Renew is enabled).
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Initial Visits: Select Edit Balance to change the visits balance.
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Amount: Change the value of the package. If you increase the amount, the customer must pay the difference. If you decrease the amount, the customer is owed a refund.
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Service/Class/Product: View the items available for the customer to redeem.
Tip
If only one item is added to the package, you'll have the option to change the service or class.
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Auto Renew: Turn this setting on or off to automatically renew this package based on Charge Frequency. Also, specify the Auto Renew Limit.
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Discount Initial Payments: Give your customer a discounted price for a specific number of billing cycles.
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Friends & Family Sharing: If the customer has family or friends added to their profile, select the customer's friends and family package that the package can be shared with.
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Select Save.
To update a customer's package in the Packages report:
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Select Reports
All your customers' active packages will appear in the report.
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For the package to edit, select Action
, then select Edit Package.
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Update the customer's package information as required.
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Change Will Affect: Make changes to the Current package (immediately), or at the Next Renewal (if Auto Renew is enabled).
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Initial Visits: Select Edit Balance to change the visits balance.
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Amount: Change the value of the package. If you increase the amount, the customer must pay the difference. If you decrease the amount, the customer is owed a refund.
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Service/Class/Product: View the items available for the customer to redeem.
Tip
If only one item is added to the package, you'll have the option to change the service or class.
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Auto Renew: Turn this setting on or off to automatically renew this package based on Charge Frequency. Also, specify the Auto Renew Limit.
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Discount Initial Payments: Give your customer a discounted price for a specific number of billing cycles.
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Friends & Family Sharing: If the customer has family or friends added to their profile, select the customer's friends and family package that the package can be shared with.
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Select Save.
Viewing a customer's package usage shows detailed information about the package, such as when it was purchased, its offerings, status, who has used it, and the activity that has occurred on it.
You can tell whether a customer's package will auto-renew by looking at the Renewal Status column. Packages that have an Active renewal status will automatically renew based on the charge frequency in the Auto Renewal column.
Packages that were not auto-renewed because of a failed payment are automatically deactivated and marked Inactive. These packages cannot be used by customers or shared with friends and family until the customer repurchases the package.
At the business's discretion, deactivated packages can be reactivated for individual customers.
To reactivate an inactive package:
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Select More
All your customers' active packages will appear in the report.
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In the top-right corner, select Filters
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Select the package, then select Activate.
Note
The package status must be Inactive, not Cancelled to reactivate.
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Optionally, update the customer's package information.
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Select Save.
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Check out and take payment from the customer for the new package.
To reactivate an inactive package:
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Select Reports
All your customers' active packages will appear in the report.
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In the top-right corner, select Filters
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For the package, select Action
Note
The package status must be Inactive, not Cancelled to reactivate.
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Confirm the activation.
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Optionally, update the customer's package.
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Select Save.
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Check out and take payment from the customer for the new package.
Cancelling a package makes the services, classes, or product discounts included unavailable to the customer. They are no longer charged for renewals, and the package can no longer be used at checkout. Cancelled packages cannot be reinstated and must be repurchased again if the customer wants those discounts.
Important
Cancelling a package does not automatically refund the cost to the customer. You can refund a package in one of these ways:
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In the customer's profile on the Packages tab, select the package to refund.
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In the Packages report, search for and select the package to refund.
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In the Transaction List report, search for and select the package to refund.
If you want to cancel a customer's package that's already been paid for, you can refund the customer from the Packages report.
To refund a package in the Packages report:
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Select More
All your customers' active packages will appear in the report.
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Select the package, then select Refund Package.
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Refund your customer. To learn more, see Refund Packages and Package Visits.
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Confirm that the package has been refunded by selecting the package and checking that Refunded is shown instead of Refund Package.
To refund a package in the Packages report:
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Select Reports
All your customers' active packages will appear in the report.
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For the package, select Action
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Refund your customer. To learn more, see Refund Packages and Package Visits.
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Confirm that the package has been refunded by selecting Action
Comments
8 comments
Why can I no longer edit a customer package that has expired? The system doesn't allow for packages to have individual expiration dates so I have to set this at the minimum for all packages and then manually update individual customer packages for the ones I want to be longer. Occasionally, I miss one which means it expires and I have to edit it for the customer. It now appears Vagaro has taken away my ability to manage this. It makes no sense that the ability to edit a customer package for whatever reason a business owner may need to has been taken away.
Hi Allison:
Yes, you're right. The ability to edit after package expiration was removed in the latest update to Packages and Memberships. I understand that we're collecting feedback to determine if we're going to put that function back, so I'll count you as a "yes, put it back" vote!
You can set individual expiration dates both when you sell a package through the Checkout and at any time until it has expired. Even if you configure the package settings to Never expire, you can change that on either the Customer Profile/Packages page or Reports/Packages.
That is a terrible workaround and extremely time-consuming.
With this change, you've also eliminated my ability to reach out to those expired customers and offer them an extended expiration to get them back into my studio. I usually do this at the end of the year. This promo is currently impossible for me to do if I have to 'resell' every single expired package.
The goal is to have customers self-service online and not require me to sell thru Checkout. Setting the package configuration to never expire is not an option either because that impacts future sales. Some of us are small business owners who are doing all back office and front office work ourselves. There is no time to manually do all of these things.
I sure wish Vagaro would understand that deprecating existing functionality without understanding how your clients are utilizing it and then not even providing release notes to share all of the updates and changes is an extremely bad business practice. It is very impractical to expect people to read through over 3000 feature requests to see which make sense to 'follow' in order to get an update on them...especially since there are a considerable amount that have been in 'gathering feedback' for years.
Thank you for all the detail, Allison. I've forward it to my support managers to keep with the feedback we're getting about the expiration date change.
Hey there! I would also like to be able to edit the expiration date on a package, sometimes I need to because I am out so I need to extend my clients package.
Hello, Heidi! Thanks for your question.
To edit the expiration date on a package for a customer:
1. In the top menu, select Reports.
2. Under the Packages category, select Packages.
3. Run a report for the package or filter by Status or customer (User drop-down list).
4. Select Edit Package for the customer.
5. Toggle Package Has an Expiration Date, and then select the date.
6. Select Save.
I hope that helps!
Hi how do I edit the expiration date of the packages I offer? Not just each individual customer?
Hi Tess,
Currently, you can only set an expiration each time you sell a package. If you want this logic to change, we recommend submitting a feature request.
Thanks, Jamie
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