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. This report can also be used to manage individual packages, such as editing their details, auto-renewing them, cancelling or refunding them, and tracking their usage history.
Prerequisites: This feature is available for all Vagaro businesses. At least one package must have been purchased by a customer.
After running this report, you can perform the following tasks, 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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View Customer
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On a Phone: View the profile of the customer who owns the package.
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On the Web, Tablet, Pay Desk, or PayPro: Select the customer's name in the Customer column to view their profile.
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History: View the customer's usage of that package.
This report shows the following information about the packages that have been created at your business:
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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 Balance: How much of the initial amount has been used.
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# of Visits Remaining: How many visits that 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: Whether the package is Outstanding, fully 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; that is, the package's Auto Renew setting is enabled.
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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: Name of the employee who last updated this package for the customer, either its information or for customer payment.
Generating the Packages report will show the following information about your customer's packages:
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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 that 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: Whether the package status to search for is Outstanding, fully 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; that is, the package's Auto Renew setting is enabled.
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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: Name of the employee who last updated this package for the customer, either its information or for customer payment.
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.
To run a report of the packages that customers have purchased at your business:
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Go to → → → .
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Optionally, select the Filter
button to set your report's filters, then select Run Report.
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Search Fields: Select the main package criteria to search for.
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Any: Report on any of the search fields in this list.
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User: The name of the customer who purchased the package.
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Expired: Show only packages that are past their redemption date.
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Service/Class: Name of the service or class to search for.
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No of Visit(s) Equal To: The number of visits that can still be redeemed.
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Search Value: Enter some or all of the text to search for based on the Search Field selected.
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Status: Show only packages that have one or more of the following status(es):
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Outstanding: The package still has visits or value still remaining to be redeemed.
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Redeemed: The package's visits or value has all been used by the customer.
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Inactive: The package was cancelled.
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Expired: The package can no longer be used because the redemption date has passed.
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Business Location: If your business has multiple locations, select the multi-location businesses or all locations in a group you want to review.
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Auto Renew: Select whether the packages to search for are set to auto-renew (Yes) or not (No).
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Renewal On: Select the charge frequency that the package is set to renew.
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Renewal Status: Select one or more statuses to report on.
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Active: Customers can currently use this package towards future purchases.
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Inactive: The package currently cannot be used because of a failed payment or the expiry date has passed.
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Paused: Auto renew for the package has been paused and will be inactive after the current billing cycle, or the business has suspended this package for this all customers who've purchased it.
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Cancelled: The package can no longer be used.
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Sort By: Select the criteria to sort the report by.
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Optionally, at any time after running the report, select the Action
menu to perform the following additional tasks:
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Print: Print your report if your device is connected to a printer.
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Export PDF or Export Excel: Save the report to a PDF or Excel file.
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To run a report of the packages that customers have purchased at your business:
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Go to → → .
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Optionally, at the top of the screen, set the filters for your report, then select Run Report.
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Search Fields: Select the main package criteria to search for.
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User: The name of the customer who purchased the package.
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Expired: Show only packages that are past their redemption date.
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Service/Class: Name of the service or class to search for.
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No of Visit(s) Equal To: The number of visits that can still be redeemed.
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Search Value: Enter some or all of the text to search for based on the Search Field selected.
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Status: Select one or more package statuses to include, or select All Status.
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Outstanding: The package still has visits or value still remaining to be redeemed.
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Redeemed: The package's visits or value has all been used by the customer.
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Inactive: The package was cancelled.
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Expired: The package can no longer be used because the redemption date has passed.
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Advanced Filters: Optionally, select any additional filters to further refine the report.
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Auto Renew: Select whether the packages to search for are set to auto-renew (Yes) or not (No).
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Renewal On: Select the charge frequency that the package is set to renew.
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Renewal Status: Select one or more appointment statuses to include, or select All Status.
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Business Location: If your business has multiple locations, select the multi-location businesses or all locations in a group you want to review.
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Optionally, sort the appointments by selecting the column headers at the top of the report.
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At the bottom of the screen, you can select:
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Export
: Save the report to an Excel or PDF file (web version only).
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Print
: Get a hard copy of the report.
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All packages can be edited so that their settings are specific to a customer. Not only can you update the package's 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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Go to → → .
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Select your report filters, then select Run Report.
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At the beginning of the package's row, select the Action list, then select Edit Package.
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In the Edit Package popup, update the customer's package information as required.
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Change Will Affect: Whether the edits you're making will affect the Current package (immediately), or at the Next Renewal (if Auto Renew is enabled).
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Initial Visits: This field cannot be edited. The package in the Packages screen will need to be updated.
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Amount: 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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Edit Balance and Service/Class/Product links: Update the package's number of services, classes, and products available for the customer to redeem. You can also Mass Edit if you have multiple services and classes or products.
Tip
You can also edit the balance of services, classes, and products on the Packages report by selecting the package's Action list, then select Edit Balance.
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On the Services/Classes/Add-Ons tab, update the number of Visits Remaining for each item as required.
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On the Products tab, update the Quantity Remaining for each item as required.
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Auto Renew: Whether the package will be automatically renewed without customer interaction after the billing period ends, based on Charge Frequency. You can also specify an Auto Renew Limit, after which the customer must purchase the package again in person or on your Vagaro Listing Page. This setting requires Credit Card Processing.
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Discount Initial Payments: Whether customers can purchase the package at a lower price or for a specific number of billing cycles, after which the full price will be charged. Enter the Discount as a monetary amount ($/£) or percentage (%), and optionally enter the number of Billing Cycles that the discount will apply to.
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Friends & Family Sharing: 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.
To pause or resume an auto-renewing package in the Packages report:
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Go to → → → .
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Select the Filter
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To pause a package:
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Select the package to pause, then select Pause Auto Renew.
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In the list of packages, select the package's Action
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Select Update Pause.
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To resume a customer's package:
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Select the package to resume, then select Resume Auto Renew.
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Review the information in the confirmation screen, and tell the customer that they can start using their package again immediately and will be charged on their next billing date.
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Resume Package.
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To pause or resume an auto-renewing package in the Packages report:
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Go to → → .
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Select your report filters, then select Run Report.
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To pause a package:
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At the beginning of the package's row, select the Action list, then select Pause Auto Renew.
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In the popup, select Pause Package.
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To resume a customer's package:
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In the list of packages, select the package's Action
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In the popup, select Resume Package.
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Review the information in the confirmation screen, and tell the customer that they can start using their package again immediately and charged on their next billing date.
Note
If the customer wants to change the billing date, the customer will have to cancel the package and purchase a new one with the new billing date.
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Select Resume Package.
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Packages that were not auto-renewed because of a failed payment are automatically deactivated and marked "Inactive." Such 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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Go to → → → .
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Select the Filter
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Select the package to activate, then select Activate.
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Optionally, update the rest of the customer's package information as required.
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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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Go to → → .
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Select your report filters, then select Run Report.
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At the beginning of the package's row, select the Action list, then select Activate. The Checkout screen is displayed.
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In the Activate Package popup, select Activate.
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Optionally, update the rest of the customer's package information as required.
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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.
Depending on your business's refund policy, you can refund a package after it has been cancelled or the customer no longer wants it.
To refund a package in the Packages report:
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Go to → → → .
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Select the Filter
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Select the package, then select Refund Package.
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In the Refund Package screen, select a payment method to refund to.
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In the Refund Summary screen, enter the Refund Amount, choose whether to Cancel Package, then select Next.
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In the Refund Summary popup:
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Enter a Reason for Refund
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Select whether to Email Receipt and/or Print Receipt.
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Select Refund.
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Enter the Refund Distribution amounts for each payment type, then select Confirm.
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Enter a Reason for Refund
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Select Refund.
Note
If the refund is going to a gift card and the customer already has gift cards with the business, select whether to: Add Existing or Add New.
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Add Existing: Update the customer's existing balance with the refund amount.
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Add New: Refund the amount to a new gift card.
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Confirm that the package has been refunded by selecting its Action list and verifying that Refunded is shown instead of Refund Package.
To refund a package in the Packages report:
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Go to → → .
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Select your report filters, then select Run Report.
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At the beginning of the package's row, select the Action list, then select Refund Package.
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In the Refund popup:
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Select a payment method to refund to.
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In the Refund Summary popup:
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Enter the Refund Amount, then select Next.
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Enter the Refund Distribution amounts for each payment type, then select Confirm.
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Enter a Reason for Refund
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Select Refund.
Note
If the refund is going to a gift card and the customer already has gift cards with the business, select whether to: Add Existing or Add New.
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Add Existing: Update the customer's existing balance with the refund amount.
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Add New: Refund the amount to a new gift card.
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Confirm that the package has been refunded by selecting its Action list and verifying that Refunded is shown instead of Refund Package.
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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