Products & Credits

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 the offer a customer bought. It defines:

• What access they bought - class credits, a membership, or another offer
• Which classes it can be used on - only the classes linked to that product
• The purchase price at the time they bought - useful for support and historical reporting
• The product 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#

1. Go to any customer's detail page
2. Look for the Products & Purchases section
3. 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#

1. Go to the customer's detail page
2. Find the Products & Purchases section
3. Click the + button (plus sign)
4. Choose a product from the list
5. Set the number of credits (if different from default)
6. Set expiration date (if needed)
7. Write a note explaining why you're adding it
8. 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

Check class coverage before helping a customer#

For class products, a customer can only use their pass on the classes linked to that product.

How to check it#

1. Open Admin > Products
2. Open the product the customer owns
3. Review the Connected Classes section
4. Confirm the class they are trying to book is listed there

How to fix it#

• Use Link All when the pass should cover your full active class schedule
• Use Pick More when the pass should only cover selected classes
• Avoid creating a duplicate product just to change the price or fix class coverage

If you need to reprice the offer, edit the existing product. If the offer itself is changing, use the replace flow instead of manually cloning the product.

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#

1. Find the product in the customer's list
2. Click the three dots (...) next to the product
3. Choose Edit product
4. Change what you need:
   • Remaining credits
   • Expiration date
   • Notes
5. 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#

1. Edit the product (see steps above)
2. Change the expiration date to later
3. Write a note explaining why
4. Save changes

Common Product Scenarios#

Customer Paid Cash#

1. Ask customer what package they want
2. Add that product to their account
3. Set credits to match the package
4. Write note: "Cash payment received [date]"
5. Give customer receipt or confirmation

Failed Online Payment#

1. Check if customer actually wants to pay
2. Help them retry payment online, OR
3. Accept cash/check payment and add product manually
4. Write note explaining the situation

Customer Service Credits#

1. Decide how many credits to give
2. Choose appropriate product type
3. Set expiration date (usually generous)
4. Write clear note: "Service recovery for [reason]"
5. Tell customer what you did

Bonus Credits for Loyalty#

1. Choose a suitable product
2. Set reasonable number of bonus credits
3. Set appropriate expiration date
4. Write note: "Loyalty bonus" or "Thank you credits"
5. 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#

1. Check their booking history
2. Count confirmed bookings vs. credits used
3. Look for no-shows that consumed credits
4. Check for pending bookings that reserved credits
5. Edit credits if there's a genuine error

Credits Expired Too Soon#

1. Check the original expiration date
2. Verify if expiration is correct per your policy
3. Consider extending if there's a good reason
4. Edit the product to extend expiration

Customer Can't Book Classes#

1. Check if they have remaining credits
2. Verify credits haven't expired
3. Make sure the product is linked to the class they're trying to book
4. Add more credits if needed

Payment Shows as Failed#

1. Check with customer about their payment
2. Help them retry payment if they want to
3. Consider adding product manually if they pay another way
4. 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
• Review product-to-class linking if a pass is not redeeming where you expect
• Export customer data for reporting

Need help with a specific product or credit issue? Contact support at support@naayya.com