Hello,

I have a quick question about Packages. I've set them all up and it's working fine but there is one functionality that I need but can't seem to find. If someone cancels an appointment that they have as part of their package, I need that to be added back on to their total bookable appointments. At the moment it's taking the 'credit' away because they've made the booking but not adding it back on again if they cancel.

Is this possible?

Sorry to ask another question on top but I'm having another problem with packages. When booking a single service a customer has access to add extras, but when booking the exact same service through a package, this option isn't visible? It seems strange that even though it's the exact same service, you can't add extras through when booking an appointment purchase through a package.

Thanks

Brad

Hey Brad,

I was searching for an answer to your first question too - let me talk out my logic and see if any Amelia gurus know for certain! 

I believe that when someone 'cancels' a booked appointment, Amelia still views this as already paid-for in their system. So, whether it was booked using a coupon, Stripe, or package, Amelia will never 'refund' this cancelation automatically. 

Instead, the customer or employee can reschedule any cancelled appointments in their Customer/Employee Panel (which doesn't process payments) because the appointment has already been paid in some other way. Try using the edit feature to change the particular appointment to a different day/time and status. Does this make sense?

If you want to refund a customer for a canceled appointment (and credit it back to their total bookable appointments), an admin must 'delete' the canceled appointment from the back-end. Deleting an appointment would require an additional step of refunding their Credit Card (done by you manually) your crediting their coupon or packages (done by Amelia automatically).

Best guess!

Matt

Hey Matt,

Edit : I'm updating my comment because I've found a workaround, it's not ideal because it requires admin intervention and it would be better done automatically but if you login to the backend as you said and delete the cancelled appointment out entirely, it will reallocate that booking credit to the customer again.

Because in my instance it's part of a package refunds don't really factor in as the customer has paid for 10 individual sessions as part of a package in my case, so they won't get a refund but will just have the session 'given back' so they can book it again.

Would still be good to get some clarity around adding extras to bookings made through a package to services that allow extras when booked individually, although having viewed some earlier tickets it doesn't look possible. If not the work around I'm going to implement in the short term is a virtual product in WooCommerce which is linked to in the confirmation email, which is a real pain as it adds a second checkout which will impact conversion but what can you do?!

Thanks

Brad

Brad,

I just toyed around with it as well and see the exact same problems on my end. I was hopeful Amelia had a more streamlined solution - but that's not the case yet! 

In the meantime, what we are currently selling coupon codes on our site as a workaround for selling packages. Coupon codes are used at the time of checkout to represent what's been paid for already by the customer. Not ideal due to the two-checkout system, but maybe this strategy would work for you and still allow you to add extras at the time of booking to nudge conversions a bit higher?

Matt