How to sell and settle a pass
From the package definition in the settings to refunding the unused portion. Two different screens, two different things — and the moment a pass starts deducting visits.
A package is a pass for a set number of visits, bought up front and cheaper than single visits. A sold package becomes a licence attached to one patient — and it is licences, not definitions, that you manage day to day.
Two screens, two different things: Settings → Packages & Passes is the catalogue of what you offer. Billing → Packages is the Package Licenses list, meaning what has actually been sold, how many visits are left and what is expiring.
How to do it
Define the package once
Settings → Packages & Passes → Add package. The dialog has five tabs:
- Details — Name (for example 10× Physio 60 min pass), Description, Visit count, active flag, Show in public booking.
- Pricing — Gross price and VAT rate; the Price per visit is computed alongside.
- Services — Covered services, meaning what a credit can be redeemed for. At least one is required.
- Validity — No expiry or Expires after N days, counted from the purchase date.
- Practitioners — empty means "with any practitioner"; a selection narrows the pass to those people.
Sell the pass to a patient
Sell a package — from the licence list, or from the Packages tab on the patient record. You choose the package, see the summary (price, visit count, validity) and decide on payment: Send payment link or Record manual payment.
Wait for the payment to be booked
Until the payment is booked, the licence has the status Pending payment and deducts no visits. Once paid it becomes Active.
This is the most common source of confusion: a pass that is sold but unpaid looks on the list as though it exists, yet it will not offer to cover an appointment at settlement.
Redeem a credit when settling a visit
When the patient has an active pass covering the service, settling the visit brings up the Covered by package marker with the number of visits remaining and a Use package credit button. The visit then goes through at 0 PLN and the counter drops by one.
A mistake is undone with Cancel redemption — Heltio warns: This will return 1 visit credit to the patient's pass.
Watch the expiring passes
The licence list has five indicators at the top: Active licenses, Revenue (all time), Depleted, Expired and Total sold. The Expiring in 7 days and Expiring in 30 days filters fish out the passes worth renewing, and the warning above the list gives their number.
You move a deadline with Extend validity — you give a new date and confirm.
This is the second screen mentioned at the top of the page — Billing → Packages. Two is the band of five numbers described in this step, three is the filter row where Expiring in 7 days and Expiring in 30 days live. The rows underneath are the sold passes, one per patient.
Refund the unused portion when a patient withdraws
The Refund unused portion action computes the amount pro rata to the remaining visits and warns: A pro-rata correction invoice will be issued for the unused visits. You give a reason and confirm. The refund covers only the credits the patient has not used.
When something does not work
This pass does not cover the selected service or practitioner.
What this means: The service is not on the covered-services list, or the pass has been narrowed to other practitioners.
All visits have already been used
What this means: You are trying to refund a pass with not a single credit left.
No invoice found for this license
What this means: The pass was sold with no sales document, so there is nothing to correct.
Cannot delete a package that has existing licenses. Archive it instead.
What this means: The package definition has patients with bought passes attached to it.
This clinic does not take online payments. You can buy a pass at the front desk.
What this means: The patient opened the passes in the portal, but the clinic does not have online payments enabled.
Who has access
Clinic Admin Receptionist PractitionerThe whole team can view licences and sell passes. Defining packages, extending validity and refunds are reserved for the clinic administrator.
Related
- Prepaid packages — the full description of definitions, statuses and refunds.
- Membership passes — the variant renewed monthly.
- Passes in the patient portal — what the patient sees on their side.