After a customer purchases a package, you can view and manage it in their customer profile or by running the Packages report. Customers can purchase as many packages as they want, even if they are all the same. In a customer's profile, you can also view their memberships' usage history, switch them to another one, manage auto-renewal, update membership details, reactivate inactive ones, as well as cancel or refund them.
Prerequisites: This feature is available for all Vagaro businesses on the web, tablet, Pay Desk, and PayPro, and you must already have at least one package created and active. Optionally, Credit Card Processing is required to set up auto-renewing packages.
All packages can be edited so that their settings are specific to a customer. None of these changes will affect the original package created in the Packages screen.
Note
On a phone, tablet, Pay Desk, or PayPro, this task can be performed on the Packages report screen.
To update a customer's package after they've purchased it:
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Go to Customers.
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Search for and select the customer's profile.
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Select the Packages tab.
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At the end of the row of the packages to update, select the package's Action
menu, then select Edit Package.
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Update the customer's package information as required.
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Select Save.
Updating a customer's package allows a business to add or remove visits in the package.
To edit a customer's package balance:
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Go to Customers.
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Search for and select the customer's profile.
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Select the Packages tab.
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Select the package to view, then select Edit Balance.
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For Services/Classes/Add-Ons, select it, then update the number of Visits remaining, or toggle on Unlimited.
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For Products, select the tab, then update the Quantity Remaining, or toggle on Unlimited.
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Select Save.
To edit a customer's package balance:
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Go to Customers.
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Search for and select the customer's profile.
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Select the Packages tab.
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At the end of the row of the package to update, select the package's Action
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For Services/Classes/Add-Ons, update the number of Visits.
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For Products, select the tab, then update the Quantity Remaining.
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Select Save.
Viewing a customer's package usage shows detailed information about all packages a customer has purchased, their current balance and status, who has used it, and the activity that has occurred on it.
To view a customer's package usage in their customer's profile:
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Go to Customers.
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Search for and select the customer's profile.
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Select the Packages tab.
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Select the package to view, then select History.
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Select the Back
button to close the report.
To view a customer's package usage in the customer's profile:
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Go to Customers.
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Search for and select the customer's profile.
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Select the Packages tab.
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At the end of the row of the package to view, select the Action menu, then select History.
You can tell whether a customer's package will auto-renew in a customer's profile by selecting the Packages tab and looking at its Status, or by running the Packages report and checking whether there are any renewals left in the Remaining Auto Renewal column. Packages that will automatically renew based on the charge frequency will have an Active status, and those that won't will have an Inactive status.
Note
On a phone, tablet, Pay Desk, or PayPro, this task can be performed on the Packages report screen.
To pause or resume an auto-renewing package:
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Go to Customers.
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Search for and select the customer's profile.
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Select the Packages tab.
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To pause a package:
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In the list of packages, select the package's Action
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In the confirmation 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.
Note
On a phone, tablet, Pay Desk, or PayPro, this task can be performed on the Packages report screen.
To reactivate an inactive package in their customer profile:
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Go to Customers.
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Search for and select the customer's profile.
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Select the Packages tab.
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In the row of the package to be changed to another, select its Action
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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 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.
Note
On a phone, tablet, Pay Desk, or PayPro, this task can be performed on the Packages report screen.
To cancel a package in the customer's profile:
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Go to Customers.
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Search for and select the customer's profile.
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Select the Packages tab.
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In the row of the package to be cancelled, select its Action
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In the Cancel Package popup, enter a Cancel Reason, then select Save.
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