Products are packages that customers buy to book classes. Each product gives customers a certain number of class credits. You can add products to customer accounts and manage their credits.
Understanding Products and Credits#
What is a Product?#
A product is a package that contains:
- Class credits - Number of classes included
- Price - How much it costs
- Expiration - How long credits last
- Name - What the package is called
What are Credits?#
Credits are like tokens that customers use to book classes:
- 1 credit = 1 class booking (usually)
- Credits have expiration dates
- Customers use credits when they book classes
- Credits return if customers cancel (depending on your policy)
Examples of Products#
- Single Class - 1 credit, no expiration
- 10-Class Pack - 10 credits, expires in 3 months
- Monthly Unlimited - 30 credits, expires in 1 month
- New Student Special - 3 credits, expires in 2 weeks
How to View Customer Products#
- Go to any customer's detail page
- Look for the Products & Purchases section
- You will see all products the customer has bought
Understanding the Products Display#
The products section has three tabs:
Active Credits Tab#
Shows products that:
- Have remaining credits (not all used up)
- Haven't expired yet
- Customer can still use to book classes
Purchase History Tab#
Shows all products ever purchased:
- Active and expired products
- Used and unused credits
- Complete purchase history
All Products Tab#
Shows everything:
- All purchases regardless of status
- Pending payments
- Failed payments
How to Read Product Information#
For each product, you can see:
Product Details#
- Product name - What package they bought
- Product ID - Unique number for tracking
- Credits - Format: "5 / 10" means 5 remaining out of 10 total
Purchase Information#
- Amount - How much they paid
- Purchase date - When they bought it
- Expires - When credits will no longer work
Status#
- Completed - Purchase successful (green)
- Pending - Payment still processing (gray)
- Failed - Payment didn't work (red)
Payment Source#
- Purchased online - Customer paid with credit card
- Added by admin - You added it manually
How to Add Products to Customers#
When to Add Products#
- Customer paid outside the system (cash, check)
- Give free credits as customer service
- Fix problems with failed payments
- Reward loyal customers
- Compensate for class issues
Steps to Add a Product#
- Go to the customer's detail page
- Find the Products & Purchases section
- Click the + button (plus sign)
- Choose a product from the list
- Set the number of credits (if different from default)
- Set expiration date (if needed)
- Write a note explaining why you're adding it
- Click Add Product
Important Notes About Adding Products#
- Always write a clear note explaining why
- Choose the right expiration date
- Don't add duplicate products by mistake
- Make sure the customer actually paid or deserves the credits
How to Edit Existing Products#
When to Edit Products#
- Customer used classes but credits didn't update
- Need to extend expiration date
- Give bonus credits for problems
- Fix mistakes in credit amounts
Steps to Edit a Product#
- Find the product in the customer's list
- Click the three dots (...) next to the product
- Choose Edit product
- Change what you need:
- Remaining credits
- Expiration date
- Notes
- Click Save to keep changes
What You Can Edit#
- Remaining credits - How many they have left
- Expiration date - When credits stop working
- Notes - Why changes were made
What You Cannot Edit#
- Product name (choose a different product instead)
- Total credits originally purchased
- Purchase date
- Payment amount
Managing Credit Expiration#
Understanding Expiration Dates#
- No expiry - Credits never expire
- Specific date - Credits expire on that date
- Days from purchase - Credits expire X days after buying
Extending Expiration Dates#
Common reasons to extend:
- Customer was sick or traveling
- Studio was closed unexpectedly
- Make-good for poor service
- Holiday closure affected customer
Steps to Extend Expiration#
- Edit the product (see steps above)
- Change the expiration date to later
- Write a note explaining why
- Save changes
Common Product Scenarios#
Customer Paid Cash#
- Ask customer what package they want
- Add that product to their account
- Set credits to match the package
- Write note: "Cash payment received [date]"
- Give customer receipt or confirmation
Failed Online Payment#
- Check if customer actually wants to pay
- Help them retry payment online, OR
- Accept cash/check payment and add product manually
- Write note explaining the situation
Customer Service Credits#
- Decide how many credits to give
- Choose appropriate product type
- Set expiration date (usually generous)
- Write clear note: "Service recovery for [reason]"
- Tell customer what you did
Bonus Credits for Loyalty#
- Choose a suitable product
- Set reasonable number of bonus credits
- Set appropriate expiration date
- Write note: "Loyalty bonus" or "Thank you credits"
- Consider telling customer about the bonus
Understanding Purchase History#
Payment Methods#
- Online payments - Customer used credit card on website
- Admin added - You manually added the product
- Failed payments - Payment didn't work
Purchase Dates#
- Shows when customer bought or you added the product
- Helps track customer spending patterns
- Useful for resolving payment disputes
Amount Tracking#
- Shows what customer paid
- Includes currency (USD, EUR, etc.)
- Zero amounts usually mean free or admin-added products
Troubleshooting Product Issues#
Customer Says They Have Wrong Number of Credits#
- Check their booking history
- Count confirmed bookings vs. credits used
- Look for no-shows that consumed credits
- Check for pending bookings that reserved credits
- Edit credits if there's a genuine error
Credits Expired Too Soon#
- Check the original expiration date
- Verify if expiration is correct per your policy
- Consider extending if there's a good reason
- Edit the product to extend expiration
Customer Can't Book Classes#
- Check if they have remaining credits
- Verify credits haven't expired
- Make sure they're trying to book the right type of class
- Add more credits if needed
Payment Shows as Failed#
- Check with customer about their payment
- Help them retry payment if they want to
- Consider adding product manually if they pay another way
- Don't add products for failed payments unless customer pays
Best Practices for Product Management#
Always Add Notes#
- Explain why you added or edited products
- Include dates and reasons
- Help other staff understand changes
- Create record for customer service
Be Fair and Consistent#
- Apply same rules to all customers
- Don't give excessive free credits
- Document any exceptions you make
- Follow studio policies
Double-Check Your Work#
- Make sure credit amounts are correct
- Verify expiration dates make sense
- Confirm you're working on right customer
- Review changes before saving
Communicate with Customers#
- Let customers know when you add credits
- Explain expiration dates clearly
- Send confirmation of manual additions
- Answer questions about their credits
Product Pagination and Navigation#
Viewing All Products#
If a customer has many products:
- Use the arrow buttons at the bottom right
- Page numbers show current page
- Total count shows at bottom left
Finding Specific Products#
- Use the different tabs (Active, Purchase History, All)
- Look at purchase dates to find specific transactions
- Check product names to find the right package
Next Steps#
After managing customer products, you might want to:
- Check their booking history to see how they use credits
- Create coupons for discount on future purchases
- Review customer details for complete picture
- Export customer data for reporting
Need help with a specific product or credit issue? Contact support at support@naayya.com