Rules & FAQ

Use this guide to check the effect of a workflow before changing a customer record. Available actions depend on your account permissions, subscription features, and clinic configuration. Your clinic determines its customer policies; a software action being available does not establish refund eligibility or a cancellation policy.

Roles and access

System settings, including locations, staff management, access control, audit logs, and business reports, are in the administrator workspace. Other workspace pages can have permission checks on individual actions. Seeing a page does not mean every action is available.

Permissions can come from the staff account or its assigned role. Administrators have access through their administrator status. If an action is missing or access is denied, ask an administrator to check your account, role, and enabled features. Do not use another staff member’s credentials.

The workspace runs under your clinic’s /admin address. Routes shown in the page guides are relative to that workspace; for example, System > Locations uses /system/locations within it.

Bookings

When creating or editing a booking, check the customer, treatment, quantity, staff member, location, start time, end time, and status. A new booking’s duration follows the selected treatment; review the times before saving. Existing bookings retain their saved duration when opened.

After saving, check the refreshed calendar. If a booking is missing, check the location, staff filters, and date range before creating another one. Before completing a service, review its checkout details, including whether the customer is paying for a purchase or redeeming an existing balance. Follow your clinic’s cancellation and rescheduling policy.

Purchases, payments, and stored balances

Before checkout, confirm the customer, items, quantities, prices, discounts, tax, payment methods, and total displayed. Review the resulting transaction and customer balance after completion.

Purchase History shows orders and their status. Payment History shows payment entries. Check the related transaction when reconciling them; an order total and a payment entry are not interchangeable, particularly when an order has additional payments or amendments.

A cash-balance top-up increases the stored balance and creates a transaction. It requires a positive amount, customer, sales staff, location, and payment methods whose amounts match the top-up total (within one cent).

A cash-out reduces stored cash balance and creates a transaction. It requires a positive amount, matching payment-method amounts, and sufficient cash balance. Check the resulting balance and transaction before repeating a request.

Points History includes earned, used, refunded, and adjusted points. Points used as payment count as a decrease. A manual points adjustment requires a reason and sales staff. It can add or deduct points, or set a target balance; a direct deduction cannot take the balance below zero. Review the resulting balance and adjustment record.

Packages, memberships, and redemption

Select the specific customer balance being redeemed. A standalone treatment uses its remaining quantity. A session package uses the selected package’s remaining treatment quantity. A credit package requires the selected treatment to be eligible and enough credits for its credit cost multiplied by the quantity.

If the customer owns more than one instance of a package, check which instance is selected. A package balance is separate from the catalog definition. Review the remaining sessions or credits after completion, and use Redemption History and the related transaction to trace usage.

Membership pricing depends on the enabled membership feature and the customer’s membership. Confirm the prices shown in checkout before submitting; the presence of a membership does not make every item eligible for a benefit.

Purchase a package and check the resulting balance

Before starting, select the customer and confirm the package catalog entry, price, included treatments or eligible credits, and clinic location. In Customer > Billing > New Purchase, use Search to Select to add the package and check its quantity. Expand the package row to review Included treatments — redeem today. Set those quantities only for services performed today; review the remaining sessions or credits before continuing.

Check staff, payment methods, and totals, then select Confirm Purchase and complete the signature step. After success, open Account Balance and Purchase History to verify the package balance and transaction. If the purchase succeeded but the balance could not refresh, reload the customer page before submitting again.

Redeem an existing balance

Before checkout, check the customer’s package instance, treatment eligibility, available sessions or credits, and expiry information. Apply the intended existing balance to the treatment in checkout, review the source and quantity, then complete the signature step. After success, verify the remaining balance and redemption transaction. Insufficient quantity, ineligible credit treatments, or insufficient credits require reviewing the selection; adding the same item as a new purchase is a different customer charge.

For the tablet steps, follow Collect a signature on the store iPad. Customers can follow View packages and treatment plans in the client app.

Refunds and reversals

There are two different refund workflows. Check the original transaction and current balance before choosing one, and follow your clinic’s approval policy.

Refund a completed transaction

This reverses a completed transaction and marks the original as refunded. Refund or void transactions, transactions that are not completed, and transactions already carrying an approved refund cannot be refunded again through this action. A refund reason and location are required; the workspace asks for a reason of at least 10 characters and then proceeds to the signature step. Only an administrator can use the workspace’s option to complete without a signature.

The reversal restores redeemed treatments or package usage and stored cash or points used as payment. For a purchase, it also removes the balances added by the purchase and reverses the recorded purchase points adjustment. Refunding gifted points can leave a negative points balance if those points have already been spent.

A full purchase reversal can be blocked when purchased sessions or package balances have since been consumed, merged, or refunded. Do not alter balances to bypass that error. Review the remaining items with an administrator and use the item-refund workflow if appropriate.

Refund a treatment or package balance

Start from the customer’s Account Balance and select the item. Enter the quantity, refund amount, method, and reason, then review the signature step. A treatment refund deducts the refunded quantity from the balance. A package refund removes one entire selected package balance entry; it does not refund a fraction of that package through this action. Related gifted points are also deducted.

Choosing Account Balance credits the refund amount to stored cash balance. Other methods are recorded on the refund transaction. Verify any separate cash or card payout through your clinic’s payment process; the refund record alone does not confirm an external payout.

An error or uncertain result

If a request fails or the result is unclear, refresh the customer’s transaction history, balances, and the original transaction before trying again. Record the error and relevant transaction ID for an administrator. Check for an existing refund or redemption so the same customer change is not submitted twice.

Audit logs and reports

Administrators can use Audit Log to trace the action, affected record, staff member, timestamp, and recorded change details. For billing investigations, compare the original transaction, amendment or refund records, and current balance.

When reports differ from operational pages, first compare the same location, date range, and transaction statuses. Include the relevant transaction IDs and report filters when asking an administrator to investigate. Do not adjust customer balances solely to make a report total match.

Common questions

Confirm that you are using your clinic’s workspace address and the correct location and credentials. Use Forgot Password if needed, then check your inbox and spam folder. If the reset link is invalid or expired, request a new one. Ask your administrator to check account access if the problem persists.

A page or action is unavailable

Ask an administrator to check your permissions and the clinic’s enabled features. System settings are intended for administrators. A public Help Center article does not grant access to the matching workspace action.

A customer page is empty

Select the customer from Customer first. Check search terms and filters, and confirm that the selected customer and clinic location are correct. If the data still does not load, retain the error message and ask an administrator to investigate before recreating a customer or purchase.

A booking cannot be found

Check the calendar’s location, staff selection, date range, and booking status, then check the customer’s appointment history. Confirm those details before creating a replacement booking.