Creating and Managing a Client's Package

In this article:

• How Clients Access and View Their Package
• Creating a Package for a Client
• Booking Sessions for Your Client
• Reviewing Package Details
• Managing an Expired Package
• Canceling or Deleting a Client's Package
• Additional Actions

How Clients Receive and Access Their Package

There are two ways a client can receive a package: they can purchase it through your public booking page, or you can create it for them directly from your portal.

The package description you enter in your package template is displayed on the public booking page. If you create a package for a client directly, they'll see the package name in their portal but not the full description.

If you'd like your client to receive the description regardless of how the package is delivered, customize the package confirmation notification to include it. This option is available on the Professional plan and up, using the Edit template option in the Notification Options section of your package setup.

Learn more about Customizing Email and SMS Notification Templates → 

Creating a Package for a Client

When you create a package for a client directly, the package inherits the pricing and session count from your template. You can adjust these details on a per-client basis at the time of creation.

1. Go to your Practice > My Services and click the Packages tab.
    
2. Locate the package you'd like to assign and click Create for client.
   
    
3. In the pop-up, select the client you'd like to create the package for. You can optionally click the Add new client button at the bottom corner of the pop-up.
    
4. Review and adjust the package details as needed, including the fee, expiry date, session count, and booking limits.
   
    
5. Click Save near the top-right.
    
6. You’ll see a pop-up to choose from next steps. If you need to bill your client for this package, click either Create an invoice, or Set up a payment plan. 
   
   • Learn more about Creating and Managing Invoices in Practice Better → 
   • Learn more about Setting Up Payment Plans in Practice Better → 

📍 Note: If your package includes team member booking settings, those settings control which practitioners a client can book sessions with. A package can be owned by one practitioner but include services bookable with other team members, depending on how the package and its services are configured. Learn more about Setting Up Multi-Practitioner Booking for Packages →

Booking Sessions for Your Client

As a practitioner, you can book sessions on behalf of a client from their package. You can also add sessions to a package after it has been confirmed.

📍 Note: For a client to book sessions that link to a their package automatically, the client must book via their client portal. Learn how to schedule a session from the client portal →

To book sessions in a client's package from the practitioner portal:

1. Go to your client record’s Bookings & Packages section and click on the Packages tab.
    
2. Find the package and click Book sessions.
   
    
3. Select the service you'd like to book and enter the booking details.
   
    
4. Add a date and time, then click Add to save the session details.
   
    
5. To schedule additional sessions, click Add another session.
   
    
6. When ready, click Book all to confirm the booking(s).
   

If a client cancels a session that's part of a package, that session is returned to their package’s session count automatically.

Learn more about Linking and Managing Sessions in a Client's Package →

Reviewing Package Details

To review a client's package details at any time:

1. Go to the client's Bookings & Packages page and select the Packages tab.
    
2. Click Manage next to the relevant package.
   

The Manage Package page shows a breakdown of:

• Total sessions and sessions remaining
• Booking requests
• Payment status
• Scheduled bookings

To view packages across all clients, go to the Active Packages report or the Package History report.

Learn more about Viewing Reports → 

Managing an Expired Package

When a package's expiry date has passed, clients will no longer be able to book sessions from their portal. 

To restore access, choose one of the following:

• Extend the expiry date: Click the More Options menu (3 dots) next to the client's package and select Edit package. Delete the expiry date, or update it to a future date.
• Book sessions on the client's behalf: Go to your client's Bookings & Packages > Packages, find the package, and use Book sessions to schedule remaining sessions directly.

Canceling or Deleting a Client's Package

You can cancel or delete a client's package from the More Options menu (3 dots) next to the package in their Bookings & Packages > Packages view.

Canceling a package

Canceling preserves the package record. When canceling, you have the option to:

• Add a cancellation note to send to your client.
• Cancel upcoming sessions and requests linked to the package.
• Cancel any active payment plans.

Select the options that apply and click Cancel package.

Deleting a package

Deleting removes the client's package from their record history.

⚠️ Important: Deleting a client's package does not automatically cancel upcoming sessions linked to it. Cancel any upcoming sessions separately if needed.

Additional Actions

From the More Options menu (3 dots) next to a client's package, you can also:

• Resend confirmation email: Resend the package confirmation notification to the client.
• Send reminder to book: Sends a one-off reminder nudging the client to book their remaining sessions.
• Send forms: Send forms to the client directly from the package record.
• View Payment Plan: (visible if the package has a payment plan) Go to the client’s payment plan that is linked to this package to manage or view details. 
• Set up installment payments: (visible if the package doesn’t have a payment plan and is unpaid) Create a new payment plan for this client, linked to their package. 
• Create/Edit invoice: (visible if the package doesn’t have a payment plan) Create or edit an invoice associated with this package.
• Update payment status: Manually update the payment status of the package.