Business / Billing And Payments
- Last verified
- 2026-09-24
- App area
- hello sniff business app
Use Billing to find a family’s balance, correct charges, record payments and review past billing. An owner or admin can update your access on the Access page if an action you need is missing.
Find the right view
Accounts is for individual family billing. Search the balance list and open a family. Charge review holds charges that need review before billing. The Records menu opens Charges, Invoice history and Reconcile.
Billing runs is for work across families. Use Prepare charges for monthly membership charges, Issue invoices to review and issue selected bills, and Schedule payments to review automatic collection.
Review charges across pages
In Charge review, attendance visits needing attention, resolved attendance history, and fees awaiting review have separate pages of up to 50 entries. Each section shows its full count and the range currently visible. Use Previous and Next below that section to continue; reaching the end of one page does not mean the work is done.
Opening a visit keeps your place in the lists. Counts refresh when you navigate, so they may change if another staff member resolves an item. The navigation badge can take a short time to catch up.
If a section says Not loaded or did not load, its work is unknown, not zero. Reload to try again. Another successfully loaded section may still be available.
Work on a family account
The Balances table separates Unpaid invoices from Uninvoiced charges. A family can have uninvoiced charges with no unpaid invoice yet. Inside a family, Uninvoiced charges shown totals the loaded charges; use View all charges when older charges remain.
Use the transaction filters to narrow the list. Choose Account settings & tools for memberships, saved payment methods, autopay, billing settings and reminders.
- Add charge adds a manual charge or adjustment. A negative adjustment reduces a later invoice; it does not create a stored cash balance.
- Create invoice previews the family’s eligible charges before issuance.
- Reverse charge removes an eligible charge from the bill. Enter a reason. This does not refund money.
- Take payment records an offline payment or collects from a selected saved card.
- Refund returns all or part of an eligible payment. The form shows the available amount and return method. Refunding a linked payment increases that invoice’s balance.
Only actions available for the selected record and your access appear. Invoice line items expand in place. More invoice tools contains eligible cancellation and promotion-correction actions.
Change the service on a visit
Open the family in Billing, find the visit's service charge, and choose Change service. For an invoiced charge, expand its invoice items first. You can also start from the booking or the dog's attendance history.
- Choose the replacement under New service. The form checks its price automatically.
- Review the old and new amounts and the explanation below them. Membership coverage appears when it applies.
- Enter a brief Reason.
- Confirm with Save change, Save and add charge, or Save and add credit, as shown.
The same save updates the linked booking, attendance and billing. The preview explains the outcome:
- An unpaid invoice is updated in place. Its number and unrelated items stay the same.
- An uninvoiced charge is replaced with the new service charge. If a finished visit had no charge, the new charge is added.
- If the invoice has a payment, its recorded charge and payment stay unchanged. A higher price adds the difference to Uninvoiced charges; a lower price adds credit for future invoices. An equal price adds no charge or credit.
- Before the visit finishes, amounts are estimates. The new service's normal billing event determines the later charge.
- If the visit was marked Do not bill this visit, only the service changes. No charge is added and the visit stays unbilled. Because the visit has no charge in Billing, start from the dog's attendance history.
Save and add charge does not collect a card payment. Save and add credit does not send a refund. Available credit appears in the family account and applies to eligible future invoices. If credit is on hold after a refund, use Review refunded invoice when shown and have the billing team resolve it.
After saving, check the success notice and updated visit. A paid invoice may keep its original line with a Now note showing the corrected service and price.
If pricing or billing has changed since the preview, review the refreshed amounts before saving again. If the result could not be confirmed, Retry save retries the same change; do not start another correction while that result is uncertain.
Some visits need their existing correction tools, including boarding conversions, classes requiring a session, imported visits, add-ons, active discounts, paid membership charges, pending payments and refund activity. Read the displayed explanation before changing other records. For boarding, use Edit attendance > Boarding conversion in the dog's visit history. Changing a visit's service does not approve the dog for that service or mark an evaluation complete.
Apply a discount code
Open the family in Billing, find the service charge, and choose Discount code. For an invoiced charge, expand its invoice items first. Enter the code, choose Review discount, check the amounts, then apply.
Unpaid charges receive a discount adjustment. If a payment already exists, the preview offers credit toward a future invoice instead. This does not send a cash refund. Available discount credit appears in the family workspace and applies when eligible invoices are created.
You can also enter a code while creating a booking, or open a booking and choose Discount code. For a group, choose the booking date first. Codes apply to service charges after membership coverage. Add-ons stay full price, and each booking uses one redemption.
To replace a code, open Discount code, choose Remove code, review the effect, then add the replacement. Removing credit already used adds a new charge; review the amount before confirming. Charges awaiting review must be approved first. Imported charges and older discount records may require their existing correction tools.
Record money already received
Choose Take payment, then Offline payment. Enter the amount received, choose cash, check or other, and optionally enter Date received. You can record part of the unpaid balance. Leave the date blank if it is unknown. The date cannot be later than today in the business timezone.
Check that the payment has not already been entered, then submit. Choosing a saved card instead collects the entered amount from that card.
When creating an individual invoice, choose Issue without emailing if you still need to enter earlier payments. The invoice remains visible and payable in the customer portal. After entering the payments, check the balance and send the invoice from Invoice history.
Review past billing
Choose Records > Reconcile, or Past billing in the family workspace. Select the family and service dates. Open the charge, invoice or payment you need to inspect. Older records can open directly even when they are outside the workspace’s recent list.
Imported records and possible duplicates need review. Imported dates may be billing dates; confirm service dates separately. Invoices with no service-period link appear in their own section. Whole-invoice totals can include services outside the selected period, and linked payments or refunds may have later dates.
A correction refreshes the review while preserving the family and date range. Use the business’s policy to decide whether a charge should be removed or money refunded.
Prepare and issue bills
In Billing runs, choose Prepare charges to review monthly membership fees. Review partial months and excluded families before creating charges.
Choose Issue invoices, set the period, then search or select up to 50 families. Review the selected families to see the charges and total. Change families reopens the picker. Changing the selection or dates requires a fresh review before issuance.
The selected families and a full-month period carry between Prepare charges and Issue invoices. Schedule payments has its own selection and approval review.
For automatic collection, review each invoice and approve a valid collection date. An owner must configure the schedule and activate collection permission. Approval does not take payment immediately. The collection job must be enabled for scheduled payments to run.
Memberships and account settings
Open Account settings & tools, then Memberships and packages to assign or update a plan. Create or activate missing plans in Services. A family’s membership differs from the services an individual dog is allowed to attend.
Billing settings include the family’s billing mode, autopay policy and card-before-booking override. Saved-method autopay changes affect eligibility for later collection; they do not collect money immediately.
If a change fails
If Charge review says a list did not load, choose Retry billing review. Your requested pages and selected visit stay in place while the page tries again.
The form keeps your input and shows the error. Correct a rejected value and submit again. If the outcome is uncertain, Retry original submission retries the same request. Do not create another payment while the first is pending.
If family details fail to load, choose Try again or close the workspace. If an action is unavailable, check the record’s state and ask an owner or admin to review your access.