Customer Profiles

In Petsoft, each pet owner has one profile. The profile holds the customer's contact information, billing history, pets, and portal login details.

To find a customer, use the search box at the top of each page. You can search by customer name, pet name, or email. Or open Customers > Search.

Use the search bar to find a customer or pet quickly.

Two filters widen the search when you cannot find the customer you want. Search All Facilities searches all locations, not only your current one. Show Deceased/Inactive shows records you marked deceased or inactive. Each result row has Quick Check In, Edit, New Reservation, and New Invoice buttons. You often do not need to open the full profile.

Add a New Customer

Click Add New Customer. Complete the form:

What to enter	Why we need it
First Name and Last Name	The pet owner's name.
Phone Number (and type)	The best way to contact the customer. Add an Alternate Phone Number if the customer has one.
Email	The address for invoices and notifications. Add an Alternate Email if the customer has one.
Status	Active status allows the pet parent to book reservations. Pending First Visit status starts the trial process.
Home Facility	The customer's preferred location.
Customer Agreement Is Signed	Select the check box if the customer has already signed the agreement, or leave it clear to handle the agreement later.

Then click Save.

note

Addresses and emergency contacts are not on this form. You can find them on the Addresses and Contacts tabs after you create the customer.

Two problems can stop you from saving a new customer. First, Petsoft rejects an email address already used by an active customer in your organization. Second, your subscription tier limits the number of customers you can add. At the limit, Petsoft disables saving and shows this message: "Your organization has reached the maximum allowed customer count. To add more customers, please upgrade your subscription tier."

Sign the Agreement for the Customer

The Agreement link in the customer header opens "Sign the Terms of Service on the behalf of the Customer". Selecting the check box warns you first:

"Signing for the customer is legally binding. This cannot be undone once saved. Continue?"

The Customer Page

The header shows the most important customer details: Phone, Email, Kennel, Balance, Store Credit, Coupons, Status, and Agreement. The Balance shows in red when the customer owes money, and it links directly to the open invoices. The Agreement field shows Signed or Not Signed. The header also has quick buttons for Edit, Book Reservations, New Invoice, and Quick Check-In.

Below the header, tabs organize the rest of the customer record:

Overview · Pets · Reservations · Invoices · Payments · History · Cards · Coupons · Contacts · Addresses · Rates · Portal · Notification Settings

Note two things on the Edit tab:

• Prompt the Note shows the customer's note when staff create or edit a reservation. Petsoft describes it as: "When creating a new reservation or editing an existing one, this message will pop-up to notify the user of any details that may be relevant." Use it for important details staff must see.
• If the customer has a portal login, change the email address on the Portal tab. Do not change it here.

Delete a Customer

To delete a customer, you need the Delete Customers permission. Petsoft blocks the deletion if the customer has an invoice balance or active reservations. Deleting a customer also changes the status of the customer's Active pets to Inactive.

Money, Store Credit, and Saved Cards

Petsoft splits money-related information across several tabs instead of one single "Billing" tab:

• Invoices: See what the customer has paid or still owes.
• Payments: See individual payment transactions.
• Cards: Save a customer's credit card. This lets the customer pay fast on the next visit. The columns are Name on Card, Card, Expiration Date, Address, Payment Option, and Facility. You can Add new card, Edit name on card, Delete card, or Make this the default payment method.
  • Card security: Petsoft never stores the full card number. Petsoft keeps a token from the payment processor and the last few digits of the card. The full card number never stays in the Petsoft system.
• Coupons: View the current coupons the customer has purchased.

Portal Accounts

The Portal tab manages the customer's Parent Portal login. Status rows show the account's progress: Portal Account Setup, Customer Status, Pets (the customer has at least one Active pet), Trial, and Store Access. Petsoft grants Store Access after the customer becomes active, has an active pet, and completes the trial.

A customer who has not set up a portal login yet. Each status row shows what is missing. Petsoft offers one action: Send Portal Invitation Email.

The available actions depend on whether the customer has a portal account:

• No account yet: Click Send Portal Invitation Email.
• Account exists: Use Send Email Verification, Send Reset Password, Unlock Account (when the customer is locked out), or Unlink Portal User. Unlink Portal User removes the login from this customer record. Use it, for example, to link a different login.
• Change Email sends the customer a confirmation message. The login email changes only after the customer confirms it.

The email the customer receives after you click Send Portal Invitation Email. It has one button to continue setup, and your facility's contact details and hours below it.

The same tab after the account is set up: verification, password reset, and unlink actions, plus Update Portal Email Address. This change takes effect only after the customer confirms it.

Contacts, Addresses, and Notifications

• Contacts: Other people on the account, such as emergency contacts and authorized pickup people. One contact is always the default.
• Addresses: The customer's addresses, sorted by address type.
• Notification Settings: Described below.

Marketing Email Preferences

You can choose who gets marketing emails, and the setting is more detailed than a single on/off switch. On the Notification Settings tab, each notification type has its own Email check box and SMS (text message) check box. The SMS check boxes are active only when your organization has set up SMS.

Receipts · Reservations · Alerts · Service Announcements · Marketing · Upcoming Daycare Reminder · Upcoming Boarding Reminder

note

If you turn off Marketing, Petsoft stops only promotional emails. This does not affect transactional emails, such as Receipts or Reservation confirmations. Separate toggles control those emails.