Troubleshooting: Payment requested when client has Purchase Option

Problem

Clients are prompted to pay when booking a service even though they have a Purchase Option that should exempt them from this payment.

If the client has an unpaid visit on their profile, see Troubleshooting: Client has an unpaid visit with active Purchase Option. If an Event is causing the conflict, see Troubleshooting: Purchase Option not accepted as payment for an Event.

Solution

There are a few different areas of WellnessLiving you should check to resolve this issue. Follow the directions below to discover what is causing the visit to be marked as unpaid and to solve the issue.

First, check if the Purchase Option is currently active on the client’s profile:

  1. On the Top Nav Bar, click the Search button , and enter the client’s information in the box. You can enter the client’s name, phone number, email address, UID, or client ID.
  2. In the list of clients displayed, click the client’s name.
  3. On the side menu, click Account.
  4. On the Account menu, click Passes & Memberships.
  5. If you cannot find the Purchase Option that you are looking for, click the Active list at the top of the page and select All. If the Purchase Option is inactive or unlisted, it must be re-purchased for the client to use it without being prompted for payment.

Check the Purchase Option Service Category of the Purchase Option:

  • To view Purchase Option’s Purchase Option Service Category from the setup menu:
    1. Click the App Drawer button .
    2. In the App Drawer, click Setup.
    3. On the Setup menu, click Store Configuration.
    4. On the Store Configuration menu, click Purchase Options.
    5. Click the Purchase Option that is causing the conflict.
    6. Under Purchase Option Service Category, check which category is selected. If the wrong category is selected, this Purchase Option cannot be used to pay for the desired service. A different Purchase Option must be purchased.
  • To view a Purchase Option’s Purchase Option Service Category from a client’s profile:
    1. On the Top Nav Bar, click the Search button , and enter the client’s information in the box. You can enter the client’s name, phone number, email address, UID, or client ID.
    2. In the list of clients displayed, click the client’s name.
    3. On the side menu, click Account.
    4. On the Account menu, click Passes & Memberships.
    5. Find the Purchase Option in the list.
    6. To the right of the Purchase Option, click the Options button .
    7. Click Edit Purchase Option.
    8. Under Purchase Option Service Category, check which category is selected. If the wrong category is selected, this Purchase Option cannot be used to pay for the desired service. A different Purchase Option must be purchased.

Check if the Purchase Option is restricted from accessing the service:

  • To view Purchase Option’s access options from the setup menu:
    1. Click the App Drawer button .
    2. In the App Drawer, click Setup.
    3. On the Setup menu, click Store Configuration.
    4. On the Store Configuration menu, click Purchase Options.
    5. Click the Purchase Option that is causing the conflict.
    6. Under Access to, check which services are selected. If the desired service is not selected, you can add the service to the Purchase Option by selecting the service and clicking SAVE. This will only modify the individual client’s Purchase Option. Other clients will not be affected by this change.
  • To view a Purchase Option’s access options from a client’s profile:
    1. On the Top Nav Bar, click the Search button , and enter the client’s information in the box. You can enter the client’s name, phone number, email address, UID, or client ID.
    2. In the list of clients displayed, click the client’s name.
    3. On the side menu, click Account.
    4. On the Account menu, click Passes & Memberships.
    5. Find the Purchase Option in the list.
    6. To the right of the Purchase Option, click the Options button .
    7. Click Edit Purchase Option.
    8. Under Access to, check which services are selected. If the desired service is not selected, you can add the service to the Purchase Option by selecting the service and clicking SAVE. All clients who own this Purchase Option will be affected by this change.

Check the activation date of the Purchase Option:

  1. On the Top Nav Bar, click the Search button , and enter the client’s information in the box. You can enter the client’s name, phone number, email address, UID, or client ID.
  2. In the list of clients displayed, click the client’s name.
  3. On the side menu, click Account.
  4. On the Account menu, click Passes & Memberships.
  5. Find the Purchase Option in the list.
  6. To the right of the Purchase Option, click the Options button .
  7. Click Edit Purchase Option.
  8. Check the Starting on date. If it is in the future, the item is not yet activated.
  9. To change the activation date manually for your client without changing your pass’s options, you will need to prorate the time of your client’s membership. Click the Starting on date and adjust it to the date you want. See Prorating membership payment for more information.

Check the number of visits remaining on the Purchase Option:

  1. On the Top Nav Bar, click the Search button , and enter the client’s information in the box. You can enter the client’s name, phone number, email address, UID, or client ID.
  2. In the list of clients displayed, click the client’s name.
  3. On the side menu, click Account.
  4. On the Account menu, click Passes & Memberships.
  5. To the right of the Purchase Option, click the Options button .
  6. Click Edit Purchase Option.
  7. Under Visit Restrictions, check the Remaining number. If there are no visits remaining, you can add a visit by entering a number into the Remaining box and clicking SAVE.
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