General Help
PawLoyalty - Using Custom Icons
Custom Icons allows you to flag accounts and quickly see information by viewing an icon. For example, you can set an icon to alert you about an arthritic pet, a client who has special instructions, a pet who has food allergies, and so on. Click on ...How to set up taxes
All services taxed This would be on all service you provide: Admin > Policies > Tax Specific Service Tax only Admin> Service Tax Packages: If you set it up as all tax you still need to set up package tax Admin> Automated Fee Note:Any service that is ...PawLoyalty - Adding inventory
To add inventory items, click on PawLoyalty, Administration. Click on Products. Enter UPC Code. If you do not have a UPC Code, you can enter any number or name into this field. Choose the Category. Please note: You cannot add additional categories. ...PawLoyalty - Employee cannot clock in/out
Employees need a login in order to be able to punch in/out. To do this, click on PawLoyalty, Employees. Click on the employee and click Create Employee Login. Add their email and password. Then you'll need to set their administration role. Click here ...PawLoyalty - Merging duplicate accounts
There is no option to merge duplicate client or pet records in PawLoyalty. You will need to remove the duplicate record. If you do remove an account, you are able to add it back. This link will give you directions.PawLoyalty - Removing pets/clients and recovering deleted clients/pets
If you need to delete a client, click on PawLoyalty, Customer Management. Type in the name and click Find. This will list all clients with this name and you can click Remove to delete the profile. To delete a pet, type in the pet name and click the ...PawLoyalty - Adding and removing super users
Super users must be added or removed by our development team. Submit your request to Support@SoftwareConnectionLLC.comPawLoyalty - Adding business hours, closures and exceptions
To add your business hours, click on PawLoyalty, Schedule. Click on Update Hours. If you are open for one time, enter that. For example 7am - 6pm Monday - Friday and 7am - 12pm Saturday. You're closed on Sunday. If you are open several times during ...PawLoyalty - Extending the calendar
You are able to book appointments up to 13 months in the future for PawLoyalty. Please note: This may take several minutes to update. To extend the calendar, click on PawLoyalty logo, Schedule. Click on Update hours. Put in your hours and Save. This ...PawLoyalty - How to join remote support
If a Software Connection agent asks you to join remote support, there are multiple ways to join. Below will provide info. **IMPORTANT! You should never join a remote connection that you don't know. Software Connection agents may ask you to join ...Invoice Reminder Email Format
Dear [Owner Last Name] Family, Thank you for choosing [Provider Name]. We are committed to providing a safe and fun environment for [Pet1] [Pet2] (Owner Pets). Please review [Pet1] [Pet2] (Owner Pets). invoice below. If the record is incomplete or ...Provider Added Note Format
Clicking Yes in the note section, this when a Note is shared. it would trigger 2 emails, To the Pet owner as well as to the Business Pet Owner Notice: A provider has added a note to your profile [Note] Provider Notice: An owner has added a note to ...Refund Receipt Email Format
[Logo Or Provider Name] Customer Name [Owner Name] Phone Number [Owner Phone Number] Refund Method, Service ,Type Price [Card on File][Service Type] [Price] Message by Provider: [Automated Email Message]Package Receipt Email format
[Logo or Provider Name] Customer Name [Owner Name] Phone Number [Owner Phone Number] Package Name, Pay Type, Quantity, Price [Package Name]Offline Credit Card1 [Amount] [Package Name]Offline Credit Card1 [Amount] Total Paid [Total Paid] Balane Due ...Owner made an appointment email
Notice: Pet owner has made an appointment [Owner Full Name] ([Owner Email]) has made an appointment with [Provider Name] Pet Name(s) [Pet Names] Service: [Service Name] Date(s): [Min Allocation Date] to [Max Allocation Date] Phone Number : [Owner ...Registration Email
Registration Email Notice: Your client [Full Name] has claimed his/her account. Client Email : [Email] Client Phone : [Phone Number] Thank You PawLoyalty.comReservation Request Registered User format
Reservation Request Registered User Notice: An owner has requested a reservation with you from widget Customer Name & Email : [Owner Full Name] & ([Owner Email]) Pet Name : [Pet Names] Pet Breed : [Breed Names] Service Requested: [Service Name] Dates ...Reservation Request Email
Reservation Request Notice: An owner has requested a reservation with a provider which is not currently using PawLoyalty.com Customer Name & Email : [Owner Full Name] & ([Owner Email]) Pet Name : [Pet Names] Pet Breed : [Breed Names] Service ...Reservation Request Standard Email Format
Reservation Request Unavailable Customer Notice:The provider has not approved your appointment request Dear [Owner Full Name] [Provider Name] has not approved your appointment request for Pets: [Pet Names] on Dates: [Dates] Begin Date: [Begin Date] ...At what point does the refund show up on the revenue report
At what point does the refund show up on the revenue report - on the day of refund or on the day the refund is for? This is based on the report. For financial reports like Daily revenue, Closeout reports, it would be based on when the refund is ...Manual refund VS service refund
What is the difference between a manual refund and a service refund? Service Refund - When a refund is triggered automatically due to a reduction of a price (reducing the price), applying a Discount or removal of a service/ fee. Example: I paid $50 ...Grooming Card Images
The steps you take to print a grooming card with images. Under the Customer Management Profile. You can add up to 12 images under the “Pet Images” tab. You need to set 3 images as a default image in order to display those images on the Groom Card.Pet Classification (size of pet)
Pet Classification Update the Weight Logic The system should update the Size Classification based upon the Weight. Once a user enters a Weight it shall automatically update the Size Classification as follows. Classification Weight Limit Small Dog 0 - ...Creating a recurring appointment
Recurring Appointment To set up a recurring appointment for a client that will have separate appts. You will go to the customer management page of the pet and choose recurring appointment.PawLoyalty - Security Levels for Employees
Store Owner- Everything Manager has but less access than Admin login. - Under Admin has access to - Referred By, Multi-Day Training Classes, Color/Markings, Veterinarians, Report Card, Past Revenue Stack, Health, Alert Emails Read Only- -Has access ...Return Retail Items
There are two steps to return retail items. First, you will go to customer management profile for the pet and then hit the refund button > Select retail and then follow through with the refund funding. Next, you will go to purchase history and then ...Adjusting invoice wording.
How to get the invoice to say *Minimum price quoted. Price may change upon completion of service. Here are the steps you can take for the system to automatically put an asterisk next to the price to say the price may vary. Go to Administration > ...Difference between Business Health Report and the Close Out report
Business Health Report Vs Close Out Reporting Close Out Report pulls the numbers based on the Cash basis which means it only considers the payments that were received during the date range (Appointment dates can be outside of the range) while, ...QuickBooks
Financials to into excel doc broken out by GL codes. Those GL codes match to their chart of accounts within QuickBooks but they have to 1 step import into QB You will use the Closeout report and download it to excel. This is what you will use to ...Create Marketing and video
Marketing video demo: https://recordings.join.me/BMoXFStDQ06vvciSenikYA 1) Click on the Pawloyalty logo 2) Click email marketing 3) Create a button 4) Choose who you want to send this to All (all clients), Specific (one person or more), Group (People ...How to add a New Service
Adding a New Service Video: https://recordings.join.me/5WIWWMIrg0en0ZOowzfjkA Note: Any service you enter above the a-la-carte will be able to book on its own. This will also be able to be picked as an add-on so no need to add to a-la-carte. Opening ...Picture does not print on room card
If the picture does not print on the room card. Change your printers settings to print graphicsCancel Replenish Packages
If a business sells a package and sets it to replenish, how do you cancel that when they decide they no longer wish to replenish a package?Sending Out Email Marketing
1. Click on Email Marketing 2. Either Edit an existing Email or click the Create button to start a new Email. 3. Name the email. This is what you will see in your list of past Emails so you can reference it. Example "June Newsletter 2017." 4. Subject ...Policies Section
Policies is an area that configures many different settings in your account and how things are offered and charged. 1. Cancellation Policy: This is actually at what point the software will send an appointment reminder do your customers. It can go out ...Selling a Package
To sell a package to a customer you will go to Customer Management and search for the pet. Once you are on the Customer Profile Tab you will click on Purchase Package. You will then be given the option to choose from all types of packages that are ...Building out a Package
Packages are a great way to limit the amount of transactions for services by having customers prepay for a bundle of a specific service or services. Here are the steps to adding in your own package. 1. You must be logged in as the administrator and ...Tracking Inbound & Outbound Phone Calls
WHY SHOULD I CARE? 1. It allows you to identify what type of phone calls are most common for front desk. You might identify that 30% of all phone calls are pet owners checking to see how their pet is doing and that you could eliminate those calls by ...Coloring of Pets on Company Portal
PawLoyalty shows pets on the Company Portal with two different classifications: Green and Orange. When a pet shows as Green on the Company Portal it means they are a Daycare pet who has an active Daycare Package. When a pet shows as Orange it means ...Remove Clients + Undo Remove Client
Sometimes customers move away, pets become ill or someone accidentally adds two of the same pet into the system (of course this can only happen if they have used two different emails when adding the pet to the system). In the scenarios above you will ...
Recent Articles
Processing a Transaction in Kennel Connection with Cardpointe Integrated System:
Processing a Transaction in Kennel Connection with Cardpointe Integrated System: If you've never used integrated Credit Card processing before in Kennel Connection, you'll be used to seeing the options to choose a type of Credit Card but not actually ...Voiding a transaction in Kennel Connection when processing with Cardpointe Integrated System:
Voiding a transaction in Kennel Connection when processing with Cardpointe Integrated System: Go to the Accounting tab and select Credit Card Management button. It will have you sign in depending on your settings. Click View. Please note: only users ...Email Setup - Office 365
Here are the settings for Office 365 accounts. **IMPORTANT: You must enable the SMTP option in your Office 365 account. This can be accessed multiple ways. 1. By going to https://outlook.office.com and logging in with your email you want to use. ...Unhandled Exception Error System.FormatException An invalid character was found in the mail header
Unhandled Exception Error: System.FormatException: An invalid character was found in the mail header: '>'.: Symptom: When attempting to send emails to multiple customers under the Utilities>Send Email option, you may sometimes receive an Unhandled ...Hello-Groom - Dashboard views
You have the option for three different dashboard views. The Compact and Comfortable Views allow you to see most of the information related to the pet and the client including packages, warnings, vaccine dates. You are able to create an invoice ...
Popular Articles
How to Set an App Password in Gmail
If you're reading this article, odds are you're attempting to use an @gmail.com account OR a Google Workspace (paid Google email account) inside of Kennel Connection to send emails to your clients and the email settings are failing OR you're ...SMS Opt-In
Due to the new federal regulation called 10DLC, all business numbers that send out SMS messages are now required to register their SMS numbers. These regulations provide your clients the option to opt-in or out of receiving these messages. Below ...What is Additional Fee & how does it work?
Kennel Connection Additional Fee Program Features: Implement an additional fee on your invoice total that allows you to offset other business expenses. How does it work? Let’s say you have a client invoice for $100. When selecting to use a card for ...PawLoyalty - Extending the calendar
You are able to book appointments up to 13 months in the future for PawLoyalty. Please note: This may take several minutes to update. To extend the calendar, click on PawLoyalty logo, Schedule. Click on Update hours. Put in your hours and Save. This ...Waitlist appointments
You are able to keep a separate list of appointments on the Waitlist when you don't have availability on your active schedules. When making the appointment you can click on the Add to waitlist box before hitting OK to save the appointment. Click on ...
After-Hours Emergency Support
For use ONLY outside of business hours. (Mon-Fri, 8am to 7pm ET).
To avoid any delay, be sure to search this knowledgebase for your issue prior to submitting a ticket. Most answers can be found here.
If you're issue does NOT consist of one of the following, please email support@kennelconnection.com with your issue to create a ticket and someone will get back to you on the next business day.
- Kennel Connection Desktop - Will not open on any machine including server.
- KC-Cloud - Cannot login/spinning and you've verified you have Internet.
- KC Online Reservations - Clients are getting an error upon login or cannot book ANY reservations.
- Hello-Groom - Cannot login/spinning and you've verified you have Internet.
- Credit Card Processing - Cannot take payments at all from any method.
- PawLoyalty - Cannot login/spinning or extreme latency and you've verified you have Internet.
*Utilizing the emergency support for non-emergencies will not receive a call back.
*Users without a valid subscription will not receive a call back and will need to speak with a sales representative on the next business day.