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Clients & Pets

Managing Pet Owners

Add, search, and manage your client database with credit ledger and full contact records.

On this page

Viewing Pet Owners

Go to Customers in the sidebar (or yoursubdomain.goodstay.pet/pet_owners) — the page itself is headed Pet Owners. You will see a searchable list of all your clients including their name, contact details, a chip for each of their pets, their account-credit balance, and their last visit.

The list shows 20 owners per page, with Previous / Next links and a "Showing 1–20 of N results" count underneath. Searching or re-sorting snaps back to page 1 — and search always matches across your whole client base, not just the page on screen.

Adding a Pet Owner

There are two ways to add a client. For a brand-new customer, the Welcome New Customer button opens a single form that creates the owner, their pets, and their welcome packet in one go — that's the recommended front-desk path. The plain Add Owner form below creates just the owner record:

  1. Click Add Owner.
  2. Fill in:
    • First name and Last name (required)
    • Phone (required — the one way to reach this customer, even when email is not on file)
    • Email (optional, but needed for the customer portal, invoices, and email notifications)
    • Address — one free-text field for the whole address
    • Emergency contact name and phone (optional, applies across all their pets)
    • Notes — any internal notes about this client
  3. Click Create Owner.

If you've switched on automatic welcome-packet sending, creating an owner with an email address here also emails them their welcome packet right away.

Searching for a Pet Owner

Use the search bar at the top of the Owners list. Search works across owner name, email, phone number, and pet names. For example, searching "Biscuit" will surface the owner who has a pet named Biscuit. This same search is available as a quick-pick when creating a reservation or invoice — matching pet names appear in the dropdown alongside owner details.

Pet Owner Detail Page

Click on an owner's name to open their detail page — laid out as a household hub:

  • An identity banner with their name, pet count, phone and email, plus the header actions: Book a Stay, the sky-blue Create Invoice, Send Welcome Packet (see The Welcome Packet), and Send Contracts when contracts await signature. The full address, emergency contact, and veterinarian details sit behind the banner's Contact Details fold-out.
  • Their pets, leading the page as tiles — each with the pet's photo or initial, sex and allergy pills, a vaccine-status pill, and Book / Open buttons per pet
  • A three-up band of money matters: the Account Credit card (their credit balance and credit ledger), their Daycare Packages (if any), and a Recent Invoices card (number, total, status) with a View All link to their full invoice list
  • Their signed contracts (the Contracts & Waivers section)
  • An Onboarding answers card with their welcome packet responses, when they've submitted one with custom questions
  • The Notifications card and the Danger Zone, in a quiet footer strip

Conversations live on the separate Messages page, not on the owner profile.

Credit Ledger

Each pet owner has a credit account that can be used to offset future invoice payments.

Adding a Credit

  1. Open a pet owner's detail page.
  2. Click Add Credit.
  3. Select the credit type:
    • Deposit Refund — Refund from a cancelled reservation deposit
    • Manual Adjustment — General adjustment to the client's balance
    • Goodwill — Courtesy credit for inconvenience or service recovery
    • Referral Bonus — Reward for referring a new client
    • Prepayment — Money banked ahead of a stay
    • Overpayment — The surplus from a customer who paid more than the bill
  4. Enter the amount and a memo explaining the reason.
  5. Click Add Credit.

The pet owner's credit balance updates immediately. Credit is spent by staff at checkout: the checkout confirmation screen shows an Apply account credit box (only when there's a balance to spend), capped at the balance and at the bill's charges. Credit is tender — it pays a bill down, it never reduces your reported revenue.

The detail page shows an Account Credit card with the available balance and a ledger of recent transactions showing the memo, credit type, and amount.

Emergency Contact & Veterinarian

Inside the banner's Contact Details fold-out, the owner profile keeps the people you may need to reach in an urgent situation:

  • Emergency Contact — name, phone, and relationship of someone who can be reached if you can't reach the owner.
  • Veterinarian — the vet's name, clinic name, and phone for the pet's regular veterinarian.

These details prefill the owner's Pre-Check forms, so returning clients don't have to retype them every visit. When an owner submits a Pre-Check — or their welcome packet, which asks for the same details — the values they enter are written back to update their profile automatically.

Blank fields in a Pre-Check or welcome-packet submission never erase existing data — if the owner leaves a field empty, the value already on their profile is kept.

Contracts & Waivers

The owner profile shows a read-only Contracts & Waivers section that lists each of your active contract templates along with whether this owner has signed or not signed it. Required-before-booking contracts carry a Required badge, and the section header shows an amber "N unsigned" count of required contracts still awaiting signature — so you can see at a glance who needs to sign before drop-off.

To send unsigned contracts, use the Send Contracts button described below, or see Contracts & e-Signatures for the full signing flow.

Notification Preferences

Individual pet owners can opt out of specific notification types without disabling all communications:

  • Daycare reminders — the evening-before daycare reminder emails/texts
  • Grooming reminders — the evening-before grooming appointment reminder emails/texts
  • Text messages — all SMS (email still sends); this one is managed by the pet owner themselves

Staff can toggle the two reminder types from the owner detail page's Notifications card — toggles save immediately. The Text messages opt-out lives in the Customer Portal's Notification Preferences (or the client can text STOP/START).

Batch Checkout

When a pet owner has multiple reservations to check out at once, you can process them together into a single combined invoice. Click the sky-blue Create Invoice button in the top-right of the owner's detail-page header (labeled New Invoice on their Invoices tab) — it's always available, and the next screen lets you pick which reservations to bill together. See Invoicing & Payments for details.

Send Contracts in Bulk

When contract templates are enabled and an owner has unsigned contracts, a Send Contracts button appears in their profile header. Click it to choose which unsigned contracts to send and email them all in a single bulk-signing link — see Contracts & e-Signatures for the full flow.

Editing a Pet Owner

From the owner's detail page, click Edit in the page header to update any of their information.

Deleting a Pet Owner

Permanent deletion is available at the bottom of the owner's detail page in the Danger Zone. Click Delete Pet Owner and confirm.

Deletion is guarded: an owner with business history — reservations, invoices, daycare packages, or account credits — can't be deleted, and the Danger Zone explains why (e.g., "Jane Doe has reservations, invoices, and account credits on file and can't be deleted — removing them would take that history with it"). Deleting an owner would pull their pets out of past stays and orphan the invoices referencing them, so the record stays. The same guard applies to deleting an individual pet from its profile.

Instead of deleting: if you only want to stop a client from booking, archive their pets and leave the owner record in place for historical reporting. Deletion is for records with no history — a duplicate entry, or a client who never actually did business with you.