Best Practices For Cancelling Pre-paid Visits (Open Payments)

In Time To Pet, when you cancel visits that have already been paid for and don’t fully charge for the cancellation, the remaining amount from the client’s original payment becomes an “open payment”.

Note: An open payment is not the same as a credit in Time To Pet. To learn about the differences, check out our help doc on Understanding Open Payments And Credits In Time To Pet

What Happens When You Cancel Prepaid Services

When you cancel prepaid services, Time To Pet will automatically create an open payment for you. An open payment is similar to a credit in that it can be applied to another open invoice for that client. The client’s credit balance will not be affected by the open payment, and there is no need to manually adjust the client’s credit balance to reflect the open payment or to give the client credit for cancelled services.

screenshot of client credit balance screen with red no sign covering screen with red warning that says do not adjust client's credit balance

If the client does not have any other open invoices at the time of the cancellation, you’ll need to wait until the next time services are scheduled to apply the open payment. Until then, the open payment will stay on the client’s account, and you’ll see that the client has a negative balance.

screenshot of client profile with a negative balance of 125 dollars and a positive open payment balance of 125 dollars

Reminders To Apply Open Payments

When new services are scheduled for the client, you’ll be prompted to apply the open payment in the service order on the Scheduler.

service order with red arrow pointing to open payments available notice

If the client does have an open invoice at the time of the cancellation, you can apply the open payment to it by opening the Edit Invoice screen and clicking the “Add Payment” button.

edit invoice screen with red arrow pointing to add payment button in lower left corner of screen

Time To Pet will then prompt you to apply the open payment:

apply existing payment screen

Applying Open Payments In Bulk

Open payments can also be applied to multiple invoices at once in Bulk Invoicing. If there are clients with open invoices who have open payments available, you’ll see a number next to the “Open Payments” tab in Bulk Invoicing. To apply the open payments, select the invoices you want to apply the open payments to and then click the “Apply Open Payments To Invoices” button.

bulk invoicing apply open payments tab with red arrow pointing to apply open payments to invoices button

Open Payment Reporting

To view a report of all clients with an open payment on their account, visit Reporting > Staff & Clients (or Users & Clients) and click on the "Add Filter" button. The filter for open payments is "Clients With Open Payments".

add filter screen with clients with open payments filter selected