# Products & Credits
How to review customer passes, add a sale, and adjust credits
Canonical URL: https://www.naayya.com/help-center/products
Category: customer-management
Last updated: 2026-09-19T00:00:00Z
# Products & Credits
Use a customer's **Class Passes** section to review drop-in and class pack purchases, remaining credits, and expiry dates. You can start a new sale for the customer or adjust an existing pass when you have a clear support reason.
## Understanding Products and Credits
### What is a Product?
A product is the offer a customer can buy or receive. For a class pass, the product sets the price, credit allowance, validity, and class coverage.
### What are Credits?
Credits are units a customer can use for eligible class bookings. The pass or pack determines how many credits the customer has, where they can be used, and whether they expire.
An **Unlimited** pass has no credit count to reduce, but it can still have a validity period. A pass can also have no expiration when its offer allows it.
### Examples of Products
- **Drop-in** - access for one class
- **Class pack** - a set number of credits
- **Membership** - recurring access with its own usage and renewal rules
## How to View Customer Products
1. Go to **Admin > Customers**.
2. Open the customer's detail page.
3. Find **Class Passes**. The section is labelled **Drop-in and class pack purchases**.
The table shows up to eight passes and packs at first. Use **Show all** to see the rest.
## Understanding the Products Display
The **Class Passes** table is the working view for a customer's drop-ins and class packs. It shows the product, remaining credits, status, purchase date, and expiry date.
### Class Pass status
Use the status shown in the table to find passes that still have credits or are close to expiry. An unlimited pass can be active without a numeric credit count.
### Purchase details
Open a pass's action menu and choose **View details** when you need more context about that purchase. The customer page also shows the purchase date and expiry date in the table.
### Show all Class Passes
When the customer has more than eight passes or packs, choose **Show all** at the bottom of the table. This expands the list instead of limiting the review to the first page.
## How to Read Product Information
For each pass or pack, you can see:
### Product Details
- **Product** - the name of the pass or pack
- **Credits** - remaining credits and, where applicable, the purchased total
- **Status** - the current state of the pass
### Purchase Information
- **Purchased** - when the pass or pack was purchased
- **Expires** - the expiry date, or **No expiry** when it has none
### Status
The table can show statuses such as **Active**, **Expiring soon**, **Expired**, **Used**, or **Pay Later** with a pending payment state. Read the credits and expiry columns with the status before explaining what the customer can book.
### Payment Source
The Class Passes table is not a complete payment ledger. If the customer is asking about a charge, open the related purchase details or payment record available to your role before changing credits.
## How to Add Products to Customers
### When to Add Products
- The customer paid outside Naayya and your business policy allows a manual sale
- You are granting a documented service recovery or other approved exception
- You need to record a sale for the customer from the customer profile
### Steps to Add a Product
1. Open the customer's detail page and find **Class Passes**.
2. Click **New sale**.
3. Choose the pass or pack and complete the sale.
4. If you are using **Manual grant or migration entry**, set the credit amount and expiry only when needed.
5. Add a clear note that explains the payment or support reason.
6. Complete the sale and confirm that the pass appears in **Class Passes**.
### Important Notes About Adding Products
- Check the customer and product before completing the sale.
- Use the manual grant option only for an approved grant or money collected outside Naayya.
- Add a reason and details for manual grants so another staff member can understand the change.
- Do not create a second pass to work around a class coverage problem. Review the product's coverage instead.
## Check class coverage before helping a customer
If a customer cannot use a class pass, check the product's **Class coverage** before adding credits. **All standard classes** covers active standard classes with usual pricing. A class with separate pricing, a workshop, course, retreat, or another special format may need an explicit link.
### How to check it
1. Go to **Admin > Products**.
2. Open the product the customer owns.
3. Review **Class coverage** in **Product Details**.
4. Check whether the class is covered by **All standard classes** or **Specific classes only**.
### How to fix it
- Use **All standard classes** for a broad pass when the offer should cover the regular schedule.
- Use **Specific classes only** and add the intended classes for a narrow offer or special format.
- Review the impact preview before applying a coverage change because it can change future eligibility for active holders.
- Use **Replace product** when the offer itself is changing, then review the replacement's coverage and customer impact.
See [Class Coverage for Products](/help-center/linking-products-to-classes) for the coverage choices.
## How to Edit Existing Products
### When to Edit Products
- A support correction changes the customer's remaining credits
- You need to extend an expiry date for an approved reason
- You need to restore or adjust an expired pass
### Steps to Edit a Product
1. Find the pass in the customer's **Class Passes** table.
2. Open its action menu.
3. Choose **Adjust credits**, or **Restore / Extend credits** for an expired pass.
4. Change the remaining credits or expiry date.
5. Select a reason and enter details for the adjustment.
6. Save the change and check the updated row.
### What You Can Edit
- **Remaining credits**
- **Expiration Date**; leave it empty for no expiration when that is appropriate
- **Reason and details** for the adjustment
### What You Cannot Edit
Passes and packs cannot be deleted from this table. If your policy requires removing remaining access, use **Adjust credits** and set the remaining credits to zero with a clear reason.
## Managing Credit Expiration
### Understanding Expiration Dates
- **No expiry** means the pass has no expiry date.
- A specific **Expiration Date** ends access on that date.
- The product's validity determines how long a pass is available when the offer uses an expiry period.
### Extending Expiration Dates
Extend a pass only for a documented support reason, such as illness, travel, a business closure, or a system correction. The adjustment form includes an **Extend 30 days** support action when that is the appropriate remedy.
### Steps to Extend Expiration
1. Open the pass's action menu in the customer's **Class Passes** section.
2. Choose **Restore / Extend credits** or **Adjust credits**.
3. Choose **Extend 30 days** or enter the approved new expiry date.
4. Select a reason and add details.
5. Save the adjustment and confirm the expiry date in the table.
### Restart an intro from next use
For an eligible intro or free-trial pass, the adjustment form may offer **Restart intro from next use**.
1. Open the customer's intro pass.
2. Choose **Restore / Extend credits** or **Adjust credits**.
3. Choose **Restart intro from next use** when it is available.
4. Confirm the credit count and new expiry in the review step.
5. Add the support reason and details, then save.
## Common Product Scenarios
### Customer Paid Cash
Use **New sale** from the customer's **Class Passes** section. Select the pass, record the payment method offered by the sale flow, and add a note with the date and amount collected.
### Failed Online Payment
Do not grant the pass solely because a payment attempt failed. Check the payment state and help the customer complete payment, or use the approved manual sale flow if they pay another way.
### Refunded Intro Purchase
Review the payment and the customer's pass before making a change. If a refund or a one-time offer prevents the customer from buying again, follow your business policy and contact support rather than adding a duplicate pass.
### Customer Service Credits
Use **Adjust credits** or an approved manual grant only after deciding the support remedy. Select a reason, describe what happened, and tell the customer what changed.
### Bonus Credits for Loyalty
Record any approved bonus through the sale or adjustment flow. State the number of credits, expiry, and reason in the details so the customer and team have the same record.
## Understanding Purchase History
### Payment Methods
Use the purchase or payment record available to your role when you need to confirm whether the customer paid online, paid another way, or has a pending payment.
### Purchase Dates
The **Purchased** column shows when the pass or pack was purchased. Use it with the product and expiry date when reviewing a customer question.
### Amount Tracking
Product details may show the offer price and currency. If the customer is asking about a charge, verify the payment record before changing their pass.
## Troubleshooting Product Issues
### Customer Says They Have Wrong Number of Credits
1. Open the customer's **Class Passes** section.
2. Check the remaining and purchased credits.
3. Review the customer's bookings and the pass's details.
4. Adjust credits only when the record shows a genuine error or an approved support remedy.
### Credits Expired Too Soon
1. Check the pass's expiry date and validity.
2. Review the purchase and any relevant business closure or support record.
3. If an extension is approved, use **Adjust credits** and record the reason and details.
### Customer Can't Book Classes
1. Check for remaining credits or an active unlimited pass.
2. Check the expiry and status.
3. Review the product's class coverage in **Admin > Products**.
4. Link the intended special class or fix the coverage only after reviewing the impact.
5. Add credits only if the customer is actually out of credits and the support decision allows it.
### Payment Shows as Failed
Confirm the payment state before granting access. Help the customer retry or use an approved offline payment flow; record the outcome in the sale or adjustment details.
## Best Practices for Product Management
### Always Add Notes
Include the reason, date, and relevant customer context whenever you make a manual sale or credit adjustment.
### Be Fair and Consistent
Apply the same support rules across customers and follow your business policy for exceptions.
### Double-Check Your Work
Confirm the customer, product, remaining credits, expiry date, and class coverage before saving.
### Communicate with Customers
Tell the customer what changed, how many credits remain, and when access expires if the pass has an expiry date.
## Product Pagination and Navigation
### Viewing All Products
The Class Passes table shows up to eight rows initially. Choose **Show all** to expand the list of passes and packs.
### Finding Specific Products
Use the product name, status, purchased date, and expiry date to identify the pass you need. Open **View details** for a closer review.
## Next Steps
After managing customer products, you might want to:
- [Review the customer's bookings](/help-center/bookings) to understand credit use
- [Review customer details](/help-center/customer-details) for the rest of the customer record
- [Review class coverage](/help-center/linking-products-to-classes) if a pass is not redeeming where expected
- [Review customer credit expiry](/help-center/customer-credit-expiry) when a pass is expired or close to expiry
- [Export customer data](/help-center/export-data) for reporting
For customer gift card balances, see [Wallet and gift cards](/help-center/wallet-and-gift-cards). For business gift card management, see [Gift Cards](/help-center/gift-cards).
Need help with a specific product or credit issue? Contact support at support@naayya.com