Guide

Packages

Package Troubleshooting

Fixes for the package problems that come up most, from a package customers cannot see to a credit that will not apply or a balance that looks wrong.

Updated 27 September 2026 - 3 min read
Open in Petboost

Most package problems come down to three things: whether customers can see the package, whether its services match the booking, and whether the balance is right.

Customer can't see a package in self-service

Check the package's purchase setting. A package is either Self-Service, which customers can buy on your booking page, or Staff Only, which only your team can sell.

  1. Open Packages and select Manage on the package.
  2. Choose Settings.
  3. Switch Self-Service Purchase on.
  4. Select Publish Changes, tick the box in Before You Publish, then select Publish Changes.

If Minimum pets is on, only households with at least that many pets can see and buy the package.

Package credits not appearing at booking

Each package is linked to specific services. A package credit only appears as a payment option when:

  1. The service being booked is one of the package's services
  2. The customer has credits left on that package
  3. The purchase is paid. A purchase by payment link or bank transfer shows Awaiting Payment on the package card until it is paid

If the credit is not appearing, check the package's Services match the service being booked.

Wrong credit balance

A credit is taken when an appointment is booked with it, and returned when the appointment is cancelled without forfeiting it. Credits never expire. If a balance looks wrong:

  • Cancelled appointments: when an appointment is cancelled inside your notice period, the credit goes back to the package on its own. After the notice period, your team chooses when they cancel: Retain package credits, the default, or Forfeit package credits. Mark as No Show always returns the credit.
  • Manual corrections: set the remaining credits with Adjust Balance, as below. It is a ledger correction only and does not charge or refund anything.
  1. Open Customers & Pets and select Manage on one of the customer's pets.
  2. Open the Wallet tab, then Packages.
  3. On the package card, select Adjust Balance.
  4. Choose Shared pool or Per service, set Remaining credits and fill in Reason (required).
  5. Tick the confirmation that this changes the customer's existing package, then select Update Balance.

Duplicate package purchases

For card payments, on the card on file or the card reader, Petboost blocks a second purchase of the same package within 60 seconds.

Cash and bank transfer purchases have no automatic guard. If you see two purchases of the same package close together, one may be a duplicate. Refund it with Refund on that purchase's package card, which opens Refund Package.

Multi-pet package sharing

A package balance is held on the pet owner's account. When you book an eligible pet on that account, its credits can appear as a payment option for a service the package covers, even when another pet was the first to use the package.

Common questions

Can I change the price of a package after customers have bought it?

A price change applies to new purchases only. Packages already bought keep their original price and credits.

Can I see who has active packages?

Open the customer's profile and choose Packages on the Wallet tab. For a wider view, open the Packages tab of Reporting & Intelligence.

How do refunds work for packages?

Select Refund on the customer's package card, under Packages on the Wallet tab of their profile. Refund Package handles the Stripe refund and the credit change in one step. See the Package FAQ for full details.