Best Practices for Removing A Package in Facility

There may be times when a client has a package that is partially redeemed, and they won’t be using the remaining services from the package. Whether you want to create an open payment for services they did not use, refund the client for the unused services, or you want to absorb the cost of the package, you need to remove the package from their account so that they can’t redeem any more services from it. 


Steps To Removing A Package

The only way to remove a package from a client’s account is to void the package’s invoice, but voiding the invoice would also delete any services that have already been redeemed from the package. So, the first thing you need to do is move any services that have already been redeemed onto a new invoice.

  1. Open the Client Hub for the client you wish to remove the Package. Start in their Packages tab to identify the Package's invoice number:

  2. Now that you have identified the Package's invoice number navigate to the Invoiced Events tab to start moving the events on the Package's invoice to a New Invoice. Once found, click "Edit" on the events:

  1. After clicking Edit, staying in the pop-up, click "Move To Another Invoice":

  1. Now, choose to move the events to a New Invoice, then click "Move Event" to do so:

Do the above steps to move all events onto a new invoice. On this new invoice, the services that were claimed from the Package will be priced at the regular rate for those services and will not reflect any discount that was part of the Package.


If you want these services to reflect the Package’s discounted rate, you can manually edit their prices directly on the invoice by clicking the "pencil" icon, editing the Rate amount and clicking the "floppy disk" icon to save changes:


Last Step: Voiding the Package's Invoice

Once you have moved all of the scheduled services from the Package, you can void the Package’s invoice to remove the Package from the client’s account. Navigate to the client's Packages tab in their Client Hub. Click on the invoice number:

In the invoice, navigate to the bottom of the invoice to void the invoice, click "Void This Invoice":


Applying Open Payments from the Removed Package

Once voided, this will create an Open Payment from the payment that was originally for the Package, and you can apply this Open Payment to the new invoice with the services that you moved from the Package or any applicable open invoices. To do this, navigate to your Bulk Invoicing ➝ Apply Open Payments tab:

Any remaining amount from the open payment can either be left on the client’s account to be applied toward a future invoice or can be refunded to the client. For instructions on how to refund this, see our help article on How To Issue A Refund.

Note: Learn more about applying and viewing Open Payments in our help article, Facility: Applying Credits & Open Payments.

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