08RETENTION
Packages & memberships
Your prepayment engine. Packages bring money forward; memberships bring customers back.
8.1 Packages: prepaid credit
| QUESTION | ANSWER |
|---|---|
| What is it? | A customer pays up front (often at a discount) and holds a credit balance to spend on services later. |
| How do I sell one? | Select the registered customer in POS → Packages → choose the package → take payment. (Owner's manual grant in Admin records no payment; use POS for real money.) |
| How is it used? | Use credit on service cards (Chapter 04). Credit caps at the service's charge amount; the rest can be split-tendered. |
| Expiry? | Optional per package. Expired credit can't be used. The Messages > Follow-ups lane lists credit expiring within 30 days so you can remind customers to use it. |
| If a sale is voided? | Credit used to pay for services returns automatically. If the voided sale purchased the package itself, the unused package becomes Voided and its credit and sessions become zero. A package that has already been used cannot be voided. |
8.2 Memberships: plans with perks. The app uses Client plans for professional and catering workspaces, and Loyalty plans for retail and services workspaces. These names use the same membership engine and rules.
- Member pricing on eligible services, applied automatically at the counter.
- Optional spendable credit per plan: in Membership settings, turn on Amount paid becomes spendable credit when the buyer should receive the exact membership amount paid as credit. It applies to future membership sales only. The buyer can spend it after member pricing is applied; shared members do not share the balance.
- What happens at RM 0 is also a plan setting: choose Keep membership active until expiry or End membership when credit is fully used. The choice is copied to each future membership sale, so changing the plan later does not rewrite memberships already sold.
- Optional renewal prompt: turn on Prompt staff to offer a new membership to show Offer membership after the last credit is spent. The button opens a fresh membership sale for the same customer; staff must still choose a plan and take payment.
- Free-visit allowances for specific services (3 free Classic Manicures at a salon, or 2 free Reflexology sessions at a wellness practice), redeemed with the green button, tracked down to the last visit.
- Buyer vs shared member (the golden rule from Chapter 04): buyer gets prices + free visits; shared members get prices only.
- Coverage limits are firm: a plan that covers 3 people covers exactly 3. The system refuses a fourth, even from two devices at once, and a plan and its free-service list always save together or not at all.
- Select the registered customer in POS → Memberships → choose the plan → take payment, so the payment is recorded properly.
- If the purchase receipt is voided before any free visit, member price, or spendable credit is used, the membership becomes Voided and its remaining benefits and credit become zero. A membership that has already been used cannot be voided.
WHY STAFF CAN NEVER "ADJUST" THESE
Credit balances and free-visit counts only move through sales, voids, refunds, and owner actions, each one written to the Audit Log. That is what keeps prepaid money honest, and it's why the app refuses unusual moves instead of allowing them quietly.
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