PawLoyalty - Package did not count down

There are two reasons why a package did not count down for an appointment.

Reason 1:  The package was made for a different service than the appointment, i.e. it was a boarding package but the pet had a daycare appointment.  This could be a setup issue or the wrong package was purchased.

To check this, click on PawLoyalty, Incentives.

Click on Packages.

Click Edit and verify the package is created for the correct service.  If not, choose the correct service and Save.

If it set to the wrong service, you will need to refund this package and purchase it again.

Go to the pet card, click on Add Refund.

Choose Package purchase.

Choose the correct package.

If this was paid with a credit card, choose Offline Credit Card.

Hit Paid.

Now you can sell the correct package that has the correct service chose.

On the pet card, click on Purchase Package.  Choose the package and if it was initially paid with a credit card, click Offline Credit Card.

Go to the appointment, hit Book and you should see the package now.  If you don't, cancel the appointment and rebook it.

Reason 2:  The invoice was paid before the package could be used.  The package must be applied first on an invoice, before taking payment.

Let's say I made a boarding appointment with a Kong.  I want to pay for the tax, kong and service fee now, total of 9.70.

Click on the Payment method and enter 9.70.

Please note that the package shows as available for this visit.

When I click Pay and go back to the invoice, the package no longer shows as available to use.

You'll need to refund the payment, click to use the package, then add the payment again.  If you used a credit card, choose Offline Credit Card.

On the pet card, click Add Refund.

Choose the appointment, Offline Credit card and amount.  Hit Paid.

Go back to the appointment, Book.  Now I can see the package and can click to use it.

If neither of these fix the issue, please contact Support for assistance.  Support@SoftwareConnectionLLC.com or 1-888-486-4343 option 2. 

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