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”.
Managing cancellations and prepaid services in Time To Pet involves several options depending on your business policies and the specific scenario. For example, cancellations can result in open payments, account credits, or tips, depending on how you choose to handle the 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.
IN THIS ARTICLE
What Happens When You Cancel Prepaid Services
Using Prepaid Amounts as Tips
If a client requests to use the canceled amount as a tip for the sitter:
Cancel the remaining scheduled services.
Choose to charge for the canceled visits according to your cancellation policy.
The charged amount becomes an open payment on the client’s account.
Apply the open payment as a tip to the invoice the events would have occured on.
Applying Partial Credits
If a client cancels after paying in full and you want to credit a portion of the payment:
Apply a cancellation fee (e.g., 50%).
This leaves the specified percentage of the original charge on the invoice with the payment applied.
The remaining percentage of the client’s payment becomes an open payment that can be applied to another open invoice for that client.
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.
Additionally, if you select the "Do Not Charge" option during cancellation, the system will record the cancellation without issuing a refund, keeping the funds on the client’s account as credit.
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:
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:
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:
Time To Pet will then prompt you to apply the open payment:
Applying Open Payments In Bulk
Open payments can also be applied to multiple invoices at once in the Invoicing > Bulk Invoicing >Apply Open Payments section of your account. 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:
Open Payment Reporting
To view a report of all clients with an open payment on their account, visit the Reporting > Staff/Users & Clients > Clients section of your account and click on the "Add Filter" button. The filter for open payments is "Clients With Open Payments":
