This article answers common questions about how booking packages work in Thryv Business Center™, including how clients purchase and redeem packages, how to track package usage, and what limitations apply. 

Why offer packages to your clients

Packages let you sell bundles of services upfront, so clients pay once and schedule individual appointments over time to redeem their credits. This gives your clients flexibility and commitment to your business at the same time. For you, packages help secure revenue in advance, reduce no-shows from clients who have already paid, and make it easier to offer memberships or multi-session services like lesson plans, wellness programs, or maintenance contracts. Packages can be sold directly through your online booking page, making the purchase process seamless for clients without any manual invoicing on your end.

Purchasing and online availability

Why is the "Browse Packages" option not showing on my online booking page?

Two settings must be active for the Browse Packages option to appear on your online booking page. First, in your package settings, the option Package can be purchased online must be selected. Second, at least one service included in the package must be available to book online. If either of these conditions is not met, the Browse Packages option will not appear to clients on your booking page.

Is there a way to hide a package from online purchasing without deleting it?

Yes. To stop a package from appearing on your online booking page without deleting it, open the package in your settings and deselect the option Package can be purchased online. Alternatively, you can move the package to the archive section in your package settings. Archiving a package removes it from your active list and from your online booking page, but preserves the package record and any previously purchased packages tied to it.

Why do only some services appear when I create a package in settings?

Only services that have a fee assigned to them can be added to a package. Services set up without a fee will not appear as options when you are building a package in your settings.

Are there payment provider requirements to use packages?

Yes. Packages are only available to accounts connected to ThryvPay, Square, or Stripe. Accounts connected to Braintree cannot create or sell packages. To learn more about connecting a payment provider to your account, see How to Connect a Payment Provider in Thryv Business Center.

Can I mix and match services when creating a package?

Yes. A package can include multiple services, and those services can be the same service repeated or a combination of different services. You can also create packages where the client chooses from a defined set of services at the time they schedule each appointment.

Can I limit which services are available within a specific package?

Yes. When setting up a package, you can define and restrict which services can be scheduled using that package's credits. This makes packages suitable for memberships or programs where only certain services are included.

Tracking and Managing Purchased Packages

Where can I see which packages a client has purchased?

Purchased packages appear in two places on a client's record. The Activity Highlights section on the left side of the client card displays an overview of purchased packages. The Payments tab on the client card shows a full list of purchased packages, including which services have been used and how many credits remain.

How do I track which services a client has used from their package?

Open the client's client card and click the Payments tab. The Payments tab displays each purchased package along with a breakdown of which services the client has redeemed and how many credits are still available in the package.

If I update an existing package in settings, will it change packages clients have already purchased?

No. Changes made to a package in your settings only apply to future purchases of that package. Any package a client has already purchased will remain unchanged. If you need to make a change to a package a client has already purchased, that adjustment must be made directly in the client's client card.

Do packages auto-renew when a client uses all of their credits?

No. Packages do not support auto-renewal. Once a client has used all of the service credits in a purchased package, or the package's expiration date has passed, the client will need to purchase the package again to continue using it.

Redeeming Package Credits

How does a client redeem a package credit when scheduling an appointment?

When a client schedules an appointment through the client portal, the option to apply a package credit will appear at the time of booking if a valid package credit is available for that service. After scheduling, the client is also given the option to select Apply Package or I Prefer to Pay. If the client selects I Prefer to Pay, they will pay for the appointment directly instead of using a package credit.

How do I mark a package credit as used from inside the business account?

Package credits must be redeemed from the appointment screen. Open the appointment, locate the Payment Pending section, and click Redeem Package. Package credits cannot be manually marked as used outside of the appointment screen.

Can a package credit be redeemed without a scheduled appointment?

No. A package credit can only be redeemed from the appointment screen when an appointment exists, or by the client at the time of scheduling through the client portal. There is no option to redeem a package credit independently of an appointment.

Why is the "Apply Package" option not appearing for a client when they schedule an appointment?

There are two reasons the Apply Package option may not appear for a client during scheduling, even if the client has a purchased package with remaining credits.

First, the client must be logged into the client portal using the same email address that is associated with the client card on which the package was purchased. If the client is logged in with a different email address, the system will not recognize the package as belonging to that client.

Second, the service the client is trying to book must be configured to require payment at the time of booking. If the service is not set to require payment when booking, the Apply Package option will not appear during the scheduling process.

Can a client use a package credit to pay for an appointment scheduled after the package's expiration date?

No. If a client books an appointment with a date that falls after the package's expiration date, the option to apply a package credit will not be available for that appointment. Package credits can only be applied to appointments scheduled within the package's active date range.

Refunds and Cancellations

If an appointment is canceled after a package credit was applied, is the credit refunded?

Yes. If an appointment is canceled and a package credit was applied to that appointment, the credit is automatically returned to the client's package balance. A refund action is also available for package credits in the event of a standard refund request outside of a cancellation.

How Clients View and Manage Their Packages

How can a client see their purchased packages and remaining credits?

When a client logs into their client portal, their available package credits are displayed on the portal dashboard. The client can click on the package credit item to view a list of all packages they have purchased, the number of credits remaining in each package, and a link to schedule an appointment to redeem available credits.

Terms and Conditions for Packages

Can I include terms and conditions with a package at the time of purchase?

Yes. In your settings, you can create a booking policy and attach it to your terms of service for packages. You can also add package-specific information directly in the package description field, which clients will see when viewing the package before purchasing. Use the package description to communicate any conditions, limitations, or details you want clients to be aware of before they buy.