Guide

Packages

Customer Package Balances

A customer's packages sit on the Packages sub-tab of their Wallet tab, one card per purchase, with the credits left, a stamp for each credit and the full history.

Updated 27 September 2026 - 5 min read
Open in Petboost

When a customer buys a package, its credits go on their account. Each booking of a service the package covers uses one credit, and Petboost tracks what is left. Prepaid packages can make up over 60% of a dog daycare's revenue.

A credit moves through five stages: the customer buys the package online or from your team, the credits appear on their account, a booking uses a credit, the credit is taken off, and the balance updates itself.

View a customer's packages

  1. Open Customers & Pets and select Manage on one of the customer's pets.
  2. Open the Wallet tab. It reads Wallet & Packages when you sell packages, and Wallet, Packages & Memberships when you also sell memberships.
  3. Choose Packages. Its badge counts the customer's active packages.

Each purchase is its own card. The card shows the package name, Purchase #1, Purchase #2 and so on for a repeat purchase, the purchase date, a Pre-paid badge with the credits it came with, such as 5x Pre-paid, and how many are left, such as 4 of 5 remaining.

Below that, each credit is a stamp. The legend reads Used, Scheduled, In Progress and Available, and Show dates adds the date each credit was used. Point at a used stamp to see the date and time of the appointment it went on.

On a phone the sub-tabs read Activity, Packages and Plans.

Use the buttons on a package card

The card's buttons, in order:

  • Book now opens a new booking for this pet. Choose the service yourself; the service is not pre-selected
  • Receipt generates a receipt for the purchase
  • Mark as Paid, View Payment Link and Cancel Payment Request appear while a bank transfer or payment link purchase is still Awaiting Payment
  • Refund opens Refund Package
  • Adjust Balance sets the credits left, with a required reason
  • View Transaction History opens every purchase, redemption, returned credit and adjustment for the package. On a wide screen it reads History
  • Buy More sells the same package again

Every line in the history names what happened, such as Package Purchased, 1 Use Applied, 1 Use Restored or Package Refunded, and the business where the package was bought.

Above the cards, the green New button sells this customer another package.

Repeat purchases and used-up cards

A customer can buy the same package more than once, and each purchase is a separate card:

  • Purchase #1 (3 Oct): 0 of 5 remaining, fully used
  • Purchase #2 (10 Oct): 4 of 5 remaining, one credit used
  • Purchase #3 (17 Oct): 5 of 5 remaining, all credits available

Keeping them apart shows where each credit came from and when each purchase was made, and lets you refund one purchase on its own.

A fully used card folds away at the bottom of the list. Select Review on it to open the full card again. Cards with credits left always stay open.

Multi-pet package sharing

A package balance is held on the pet owner's account, so every eligible pet on that account can use the same credits.

  • Sell the package to the customer's account
  • Use an available credit when you book an eligible pet for a service the package covers
  • The history records which pet used each credit, while the credits come from one balance

For example, the Smith family has three dogs, Max, Bella and Charlie, and buys a 20-pack of daycare. All three dogs can use it, and the stamp card shows which pet used each credit.

Low balances

Petboost does not buy packages automatically. When a package has two credits or fewer, its card shows Low Package Balance, then Last Credit, then No Credits Left. In the pet owner app the same badge opens Top up this pack if you sell the package online. In Mission Control, Low Package Balance and Packages Depleted cards have a Top Up Package button for your team.

Cancel a booking that used a credit

When a customer cancels inside your notice period, the credit goes back to their package on its own. When your team cancels after the notice period, the cancel form asks what happens to the credit.

  1. Open the booking from Appointments, then Manage and Cancel.
  2. Under What happens to the customer's package credits?, keep Retain package credits to give the credit back, or choose Forfeit package credits to leave it used.
  3. Finish the cancellation.

Retain package credits is the default. Mark as No Show always returns the credit.

Package indicators across Petboost

  • A purple Package badge on an invoice line and on the calendar means the booking uses a package credit
  • The Packages sub-tab badge counts the customer's active packages
  • 4 of 5 remaining on a card shows the credits left at a glance
  • The Pre-paid badge shows how many credits the purchase came with

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