Manage Purchased Packages from a Customer's Profile – Vagaro Support

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.

Edit a Customer's Package Details

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.

On a Computer

To update a customer's package after they've purchased it:

Go to Customers and select a customer.
Search for and select the customer's profile.
Select the Packages tab.
At the end of the row of the packages to update, select the package's Action menu, then select Edit Package.
Update the customer's package information as required.
Select Save.

Edit a Package's Balance

Updating a customer's package allows a business to add or remove visits in the package.

On the Vagaro Pro App

To edit a customer's package balance:

Go to Customers and select a customer.
Select the Packages tab.
Select the package to view, then select Edit Balance.
- For Services/Classes/Add-Ons, select it, then update the number of Visits remaining, or toggle on Unlimited.
- For Products, select the tab, then update the Quantity Remaining, or toggle on Unlimited.
Select Save.

On a Computer

To edit a customer's package balance:

Go to Customers and select a customer.
Select the Packages tab.
At the end of the row of the package to update, select the package's Action menu, then select Edit Balance.
- For Services/Classes/Add-Ons, update the number of Visits.
- For Products, select the tab, then update the Quantity Remaining.
Select Save.

View a Customer's Package Usage History

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.

On the Vagaro Pro App

To view a customer's package usage in their customer's profile:

Go to Customers and select a customer.
Select the Packages tab.
Select the package to view, then select History.
Select the Back button to close the report.

On a Computer

To view a customer's package usage in the customer's profile:

Go to Customers and select a customer.
Select the Packages tab.
At the end of the row of the package to view, select the Action menu, then select History.

Pause or Resume an Auto-Renewing Package

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.

On a Computer

To pause or resume an auto-renewing package:

Go to Customers and select a customer.
Select the Packages tab.
To pause a package:
1. In the list of packages, select the package's Action menu, then select Pause Auto Renew.
2. In the confirmation popup, select Pause Package.
To resume a customer's package:
1. In the list of packages, select the package's Action menu, then select Resume Package .
2. In the popup, select Resume Package.
3. 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.
4. Select Resume Package.

Reactivate an Inactive Package

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.

On a Computer

To reactivate an inactive package in their customer profile:

Go to Customers and select a customer.
Select the Packages tab.
In the row of the package to be changed to another, select its Action menu, then select Activate.
Optionally, update the rest of the customer's package information as required.
Select Save.
Check out and take payment from the customer for the new package.

Cancel a 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:

In the customer's profile on the Packages tab, select the package to refund.
In the Packages report, search for and select the package to refund.
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.

On a Computer

To cancel a package in the customer's profile:

Go to Customers and select a customer.
Select the Packages tab.
In the row of the package to be cancelled, select its Action menu, then select Cancel.
In the Cancel Package popup, enter a Cancel Reason, then select Save.