Packages not be applied at checkout

[BSR2021]

I've recently created packages for massage appointments. This morning I had a client purchase a package. When I went into Appointments to check her out, the package wasn't applied. I checked her customer information and she shows the 12-session package in her account and I have the transaction from her purchase. How do I apply the package for her appointment?

Thanks.

[JJ_]

Hey there @BSR2021

I would like to take a closer look at this with you. Is the product on the package the same as you were trying to check out? 

I know you're already using packages but here is our Getting Started Guide, in case you need some clarity on how to correctly setup and use Square Packages. 

[BSR2021]

The package is for 12 60-minute appointments for either massage, stretching or manual therapy. I selected the 60-minute sessions of all these services to be included in the package. It's my understanding that any of these services that the client has scheduled can be paid for with the package at time of checkout.

[BSR2021]

I think I know what's going on but I don't know why it's happening. If I create a package for a specific 60 minute service, the package gets applied when checking the client out through appointments. The packages that I created that have 3 different 60 minute services are the ones that aren't being applied. I was under the impression that any service that's included in a package could be used if the client scheduled one of those services.

[RobynR]

@BSR2021 Packages can only be redeemed on appointments with a single service. If multiple services or retail items are included on the appointment at checkout, packages will not apply.

You can find more info in the article linked above by JJ_.

I hope this helps. Please let me know if you have any further questions.

[BSR2021]

That's what I thought. Now that I have sold multiple packages that can't be redeemed, is there a way to go in and adjust the remaining sessions in someone's package so I can at least track it manually?

[MayaP · Accepted solution]

Hey @BSR2021,

Once a package is created, you cannot edit what is included in the package, such as quantity, included services & classes, or the package expiration date. If you want to change an existing package, you will need to create a new one.

If you have questions, let me know. 😊

[tandan123]

Why is this marked as a solution, it is not addressing the issue at all. COP OUT.

[gaussant]

I am having the same problem of packages not being applied when a customer books an appointment. I called customer service and spoke to someone about this, and she concluded that you could only redeem the package using the point of sale interface, which is what the employee uses. She was very nice but I couldn't tell if she knew for sure or couldn't figure out the problem. Regardless, the customer experience for booking an appointment using a package will be confusing because 1) it tells them that they will own money at the appointment and 2) it doesn't give them information about how many appointments they have left. They have a video showing how this supposedly works but it doesn't seem to. That's false advertising and the whole reason why we decided to switch to Square appointments. I told the customer service rep that they need to take the video down if it no longer works for some reason.

[centercirclefit]

I'm glad I found this comment. I've been driving myself crazy trying to figure out how to see a client's remaining package credits on the booking site and have the credits applied at checkout. They need to fix this! It's nothing like the tutorial video!!

[tandan123]

I can't tell if this problem dates back to January or May, but either way, Packages STILL are not deducting nor are they being displayed to the client upon checkout.

Imagine suffering a massive problem like this for more than half a year?