Pet & Owner Profiles - Complete Guide

The Pet & Owner Profile is your source of truth for every pet and their owner. It holds the pet's identity, care preferences and owner information, kept up to date by you and your customers.

Open a pet's profile

1. Open Customers & Pets and select Manage on the pet.
2. Choose a tab.

The panel beside the tabs holds the pet and the owner at a glance:

• The pet's photo and name, with edit options
• The owner's details: name, phone and email, with call and text buttons on a phone
• Family Pets: the other pets belonging to the same owner
• Manage Pet and Manage Owner: edit the pet, edit the owner, and more. Both include Cancel Future Appointments for that pet's or that owner's upcoming bookings. See Cancel a customer's future appointments
• Vaccinations: the pet's vaccination status at a glance

These tabs always show:

• [Pet name]'s Petprint: the pet's identity dashboard, including the Vaccination Certificates card
• Pet & Owner Details: contact and veterinary details
• Wallet: card on file and payment activity. It is named Wallet & Packages, Wallet & Memberships or Wallet, Packages & Memberships when you sell those, and holds Wallet Activity, Packages and Membership Plans
• Appointments: booking history and upcoming bookings
• Timeline & Notes: notes and attachments
• Sales: transaction history
• Fields & Forms: custom fields and form responses
• Settings & Overrides: per-customer settings
• Paperwork: agreements and contracts

These show only when they apply:

• Action Required: an unfinished sign-up or booking
• Messages: with Communications Booster or an Enterprise plan
• Care & Grooming Templates: for grooming businesses

The Petprint tab

The Petprint is the pet's identity dashboard: the first thing you see when you open a profile.

Favourite services

From the pet's booking history, Petboost shows its most-used services, each with its name, how often it is booked, the last booking date, the service image and a Book Again button.

Date of birth and age

When a birthday is on the pet, a date-of-birth badge sits next to its name on the pet's summary card. The badge face is the age in years, months and weeks. Tap it to see the full breakdown in years, months, weeks and days, and the date of birth. To add or change the birthday, open Manage Pet and select Edit Pet Details.

Petprint card

The Petprint card holds what the pet is: its attributes and tags.

When a pet has attributes that carry a warning, count chips sit at the top of the card: major care in red, for critical conditions that need attention straight away, and special care in amber, for allergies, medical conditions and medication. The counts come from the attributes below, and a pet with no such attributes shows no chips.

Attributes are listed one row per category, with the values on the row:

Every row shows whether or not it holds anything, and an empty row reads Not recorded. Within a row, red attributes come first, then amber, then the rest.

To add an attribute, select Add on its row, or Not recorded on an empty row, and choose from the list. To remove one, select the cross on the attribute. To work across every category at once, use Search attributes… in the card header. Each change saves as you make it.

The Custom row always shows and holds your business's own attributes; when it is empty it reads Add custom attribute. An Other row appears only when the pet has attributes outside these rows. Grooming preferences live on the Care & Grooming Templates tab, not here.

The Tags row at the foot of the card is where you add and remove the pet's tags. The summary card beside the tabs shows the same tags for reference.

Identification & Insurance card

The card holds the microchip number and the insurance provider, Policy Number and Policy Expiry. Select the microchip or policy number to copy it. Select Edit in the card header to fill in anything showing Not recorded.

Pet details card

If your business has set up pet fields in Fields & Forms, filled values and required empty fields appear in the Pet details card. Optional empty fields stay hidden until you select Show empty fields or edit. Select the pencil in the card header to edit them. The card does not appear when the business has no pet fields.

Vaccination Certificates card

Certificates on file with their expiry status. See Vaccination certificates.

Photos card

When the pet has photos, Photos shows the photos from its appointments, newest first, grouped by date. Select a photo to open it full size, and use the layout control to change how many photos sit on a row.

The Pet & Owner Details tab

The Customer Performance card on Pet & Owner Details sums up the customer's history: First Appointment, Last Appointment, Total Spend, Avg Spend/Appointment, Total Appointments, Avg Time Between, Package Purchases, Package Spend and Services Previously Booked.

Visit frequency badge

Petboost works out how often each client usually visits from their completed appointments. The badge shows on the appointment's customer details, including in the Mission Control quick menu, and on the Customers & Pets list when a client is overdue. It does not show for recurring bookings.

• Usually: followed by the client's usual frequency, in grey, when they are on track
• Due soon, in amber, when their next visit is expected soon on their usual pattern
• Overdue, in red, when they have gone longer than usual between visits
• Overdue with how long, such as 1w 6d, in amber from 7 days past their usual gap and in red from 14. The Customers & Pets list shows only this badge

Hover over the badge for the detail: the usual frequency, how many past visits it is based on, the last visit date, how many days ago that was, and when the next visit is booked or expected. It helps you spot loyal regulars at a glance, and clients who may be drifting away.

The Appointments tab

The Appointments tab lists the pet's upcoming appointments, with date, time and service, and its past appointments, with status and outcome. New creates a booking straight from the profile.

Each appointment shows its date and time, the services booked, the team member, a status badge and the price or payment status. Select an appointment to open its full detail.

More Filters narrows the list, such as by status, recurring or one-off, who booked it, and past or future.

When the owner has more than one pet, switch on Show all [owner]'s pets to see every pet's appointments together, which helps when you coordinate siblings or look at the family's booking pattern.

See the customer's packages

Packages is a sub-tab of the Wallet tab when you sell packages.

1. Open Customers & Pets and select Manage on the pet.
2. Open the Wallet tab and choose Packages.

Each package shows its name, the credits left and what it came with. When a package has two credits or fewer, it shows Low Package Balance, then Last Credit, in amber, then No Credits Left in red. Its history records each redemption: the date, the appointment it went on, the credits used and the balance left. New sells the customer another package. See Customer Package Balances.

The Sales tab

The Sales tab lists every sale for the customer, paid and awaiting payment, with the date, what was sold, the amount, the payment method and the status. Filters narrows it by Payment Status, Payment Method, Items, Date Range and Amount Range.

Record a sale from the profile

Record a sale without an appointment, such as a product, an add-on service, a tip or an adjustment.

1. Open Customers & Pets and select Manage on the pet.
2. Open the Sales tab and select New Sale.
3. Under Sale Items, fill in the line's Item, Qty, Price and Discount.
4. Optional: select + Add Item to add another line.
5. Under Payment Method, choose how the customer pays.
6. If you chose the customer's saved card, tick the box under Recording Sale on Behalf of Customer to confirm you have their permission.
7. Select Record Sale. The button names the method, such as Record Sale with Cash or Record Sale on Card Reader. For Secure Payment Link it reads Send by SMS, Email Link or Copy Link instead.

The Sales tab has no spending summary. Total Spend and Avg Spend/Appointment are on the Customer Performance card on Pet & Owner Details. See Sales & Payments.

The Wallet tab

The Wallet tab shows the customer's payment method and every payment-related event: cards added, payments taken, refunds and disputes. You can answer a payment question from here without opening Stripe.

1. Open Customers & Pets and select Manage on the pet.
2. Open the Wallet tab. Wallet Activity opens first.

Card on file

Card on File shows the customer's saved card: the brand logo, the last four digits, the expiry date and whether it is active or expired. With no card on file it reads No card on file. Select Text card request to text the customer a secure link that opens straight to the add-card form. When the card has expired or is about to, the button reads Text card update.

Payment & Card Activity

Below the card, Payment & Card Activity lists every payment and card event for the customer, newest first, grouped by day: Today, Yesterday, the day's name for the past week, then the date.

• Payments show the amount and whether it succeeded, failed or is pending, the card used, and the date and time. A payment for an appointment shows the pet photo, service name and date, with View Appointment
• Refunds show the amount, the reason if one was given, the status and the payment it refunded
• Card events show when the customer added a card, in green, removed one, in amber, or when its details changed, such as a new expiry date, with the card's brand, last four digits and expiry
• Disputes show whether the dispute is open, won or lost, the amount and the reason code if there is one

A failed payment that still needs attention carries Retry payment. Green marks successful payments, completed refunds and cards added. Red marks failed payments, rejected refunds and disputed charges. Amber marks pending items, card removals and warnings.

If the customer has a long payment history, select Load more at the foot to fetch older events.

Care & Grooming Templates

This tab shows when your business offers grooming. History lists past grooms. Preferences holds three cards: Coat Type, Grooming Preferences, for grooming attributes such as a #7f blade or a 6mm comb, and Grooming Templates.

1. Open Customers & Pets and select Manage on the pet.
2. Open the Care & Grooming Templates tab and choose Preferences.
3. Under Grooming Templates, add notes and photos to Head and Face, Body and Tail and Feet and Legs.
4. Select Save & Publish.

Add preferences during or after an appointment. They stay on the pet and show on its future bookings, so your team sees them before starting work. Update them as preferences change.

Vaccination certificates

Vaccination certificates and titer test results sit on the Vaccination Certificates card on the [Pet name]'s Petprint tab. The summary card shows the vaccination status and a Vaccinations row. Select Manage there, or Edit on the card, to add or change certificates.

Each certificate has a Certificate Label, a Date Administered and an Expiry Date (Optional). Select Add Certificate to add another, then Save Vaccination Records.

When Require vaccination certificate is on in Settings, then Policies & Paperwork:

• Pets without a valid certificate cannot be booked online
• It applies to online booking, so your team can still book the pet, such as in an emergency
• Petboost can remind owners before a vaccination expires, with Vaccination Expiry Reminders
• The vaccination status shows on the appointment

Set a per-customer override

Settings & Overrides changes your business settings for one customer. It has four sections:

• How They Can Book, including Book Without Card
• Scheduling Rules: the booking notice period
• Reminders & Updates: reminder and update channels and timing
• Payment Automation: Pre-Hold Funds and Auto-Pay Invoices

There is no per-customer cancellation policy. Cancellation rules come from your business and service settings.

1. Open Customers & Pets and select Manage on the pet.
2. Open the Settings & Overrides tab.
3. Change the setting you want. Each on and off setting starts at your business default, and the row shows Different to default once you change it.
4. For a timing setting, switch off Use business default and set the value.

Overrides apply to all future bookings for this customer. You might give trusted regulars a shorter booking notice or relaxed pre-authorisation, ask new customers for a card on file, set stricter settings for a customer who does not show up, or give premium customers more flexibility.

The Paperwork tab

Paperwork holds Customer Agreements & Contracts: the service agreements, liability waivers and attachments the customer has accepted. Select one to see Agreement Details: the business, the Agreement Type, the date signed and the attachment, which you can Download.

The Paperwork tab stores agreements that have already been accepted. It does not capture a new signature on your device.

How customers accept terms and paperwork

• At first log in: if they have not agreed to your terms, a pending-requirements banner appears at the top of the pet owner app. They tap it and accept
• When they book online: the owner accepts your terms in the booking flow when a terms PDF is uploaded, or completes an intake form that includes a Signature field
• In Kiosk Mode: walk-in clients agree to your terms on a front-desk tablet. See Kiosk Mode
• Through an intake form: choose Fill for owner while you book, or Fill on Behalf on the profile, at the desk. To have them complete it on their own phone, choose Send to owner, select Send Form, or share the link from Copy shareable link on Fields & Forms

Chase unsigned terms

If a customer has not agreed to your terms and has a future active booking, they appear in Mission Control, in Terms Not Agreed.

1. Open Mission Control and select Terms not agreed on the Attention Required card.
2. Select Send SMS request on the customer, or switch on Bulk SMS Mode to send to several at once.

The send is logged on Timeline & Notes. See Policies & Paperwork.

Edit pet information

1. Open Customers & Pets and select Manage on the pet.
2. Open Manage Pet and select Edit Pet Details.
3. Change the name, breed, gender, birthday, weight, height or desexed status.
4. Select Save Pet Details.

To change the photo, select Edit Photo on the pet's image, upload a new photo, frame it, then select Save Photo.

Quick Notes, in the panel beside the tabs, show on appointment cards and every team member sees them. Use them for important care instructions, behaviour warnings, owner preferences and medical conditions, and keep them short.

Edit owner information

1. Open Customers & Pets and select Manage on one of the owner's pets.
2. Open Manage Owner and select Edit Owner Details.
3. Change the name, phone, email, address or the vet under Emergency Contact Details.
4. Select Save Owner Details.

Each owner has one address, set in Suburb and Address under Edit Owner Details. A mobile appointment keeps its own service address. To change it for one visit, open the appointment and select Change Location. If you change the owner's address while they have upcoming mobile visits at a different address, Petboost asks Update upcoming visit addresses?

For the customer's cards on file, default payment method and card status, see The Wallet tab.

Add a pet to the same owner

The panel beside the tabs lists the owner's other pets under Family Pets, with their names and photos. Select one to open its profile.

1. Open Customers & Pets and select Manage on one of the owner's pets.
2. Select Add Sibling Pet under Family Pets.
3. Enter the pet's details. Pet Name, Breed and Gender are required.
4. Select Add Pet.

The new pet is created under the same owner account.

When you book for a family, select several pets in the booking form. Each pet can have different services, and one invoice covers all of them.

Unfinished profiles

An unfinished profile was created through online booking or sign-up and not completed: the customer started booking and did not finish, basic details exist but others are missing, and the profile is marked Draft. Its Petprint reads "This pet owner's profile is unfinished", and the profile opens on the Action Required tab.

Complete an unfinished profile

1. Open Customers & Pets and select Manage on the pet.
2. Open Manage Owner and select Edit Owner Details. The panel opens with This Pet Owner's profile is unfinished.
3. Complete the required fields and check the pet's details.
4. Select Save Owner Details to remove the draft status.

Recover an abandoned booking

If the customer had services in their cart, you can see what they were trying to book and create the appointment for them.

1. Open Customers & Pets and select Manage on the pet.
2. Open the Action Required tab.
3. On the Abandoned Booking card, select Create Appointment, or Send Recovery Message to follow up.

See Abandoned Booking Recovery.

Keep profiles complete

• Add photos, so pets are easy to recognise
• Fill in vaccination certificates or titer test results, and track renewals
• Record grooming preferences after the first appointment
• Keep contact information current
• Add attributes during intake and update them as you learn more, with consistent names
• Complete appointments properly rather than deleting them, and add notes after a challenging one
• Update weights regularly
• Note why an override exists, and review overrides from time to time

Keyboard shortcuts

Related articles

• Managing Customer Profiles: the detailed editing guide
• Pet Attributes: the attribute system
• Sales & Payments: transactions
• Getting Started: adding customers and finding your way around
• FAQ: common questions
• Kiosk Mode: walk-in terms, check-in and booking on a tablet

Next steps

• Set your business-wide policy defaults in Settings, then Policies & Paperwork
• Upload your terms and waivers on the same Policies & Paperwork page
• Require vaccination certificates there too, with Require vaccination certificate

Need help? Contact support or select Get Help in your dashboard to chat with our team.