Enrollments, Purchases and Offering Performance

Availability: all plans

When a customer accepts a proposal, ServiceVisit creates the record that carries on from there: a package purchase, or a service-plan enrollment with its recurring billing. This guide covers what acceptance creates, how to manage purchases and enrollments, how visits are used on work orders, and how to read Offering Performance.

Before you start

Viewing Enrollments & Purchases needs permission to view invoices. Pausing, resuming and cancelling needs permission to create invoices. Offering Performance needs access to billing reports. Downloading its tables needs the data export permission, which not every plan includes.

What acceptance creates

A package creates a purchase and a sale invoice for it, and records the accepted agreement. The purchase starts as Pending activation and cannot be activated until its sale total is fully paid. A package can also be linked to an installment plan.
A service plan creates an enrollment, a recurring billing schedule that starts on the proposal's start date, and the term and visits for each cycle. Whether service is allowed before a cycle is paid, and what happens after a missed payment, follow the terms the customer accepted.

Both are added to the customer's activity timeline.

Steps

Open Money, then Enrollments & Purchases. Filter by Type (packages or service plans), Status, or search by Customer or offering.
Read each row: status, the agreement adopted, Visits left, Funded balance, Outstanding, and the Billing state with the next amount and due date.
Statuses include Active, Paused, Pending activation, In payment grace, Paused for payment, Cancelled and Terminated. A Payment problem filter finds rows with a missed installment or payment grace.
Use Pause, Resume or Reactivate on a row, enter the required Reason, and confirm. A package can also be cancelled with Cancel package; unused visits are removed.
Select Manage to open the customer's Billing tab for anything richer.

Using visits on a work order

On the work order, when you add a line from a Pricebook Item, the options Apply purchased package and Apply service-plan visit record the visit against that exact purchase or plan cycle. Choosing Bill this work separately keeps it as ordinary paid work. If completed work was meant to use a package visit and was missed, use Correct a missed package visit on the work order's invoice; it needs a reason, and a separately charged line needs the exact refund or customer credit that resolved it.

Refunds and unused value

Cancelling a package does not return money. From the customer's Billing tab, Refund to original payment method or Release to customer credit returns the remaining funds. A terminated service plan with unused paid value shows Unused — to return on the Enrollments & Purchases row, and the Billing tab offers Return as credit or Refund. Terminating a plan is recorded there with Record termination.

Offering Performance

Open Money, then Offering Performance and choose a Period. The first table is by offering version: proposals sent, accepted, converted, declined, expired and withdrawn; conversion; active, paused, payment-problem and cancelled counts; purchases and net sold; monthly recurring; funded balance; visits used against granted and unused; refunded, refund pending and released to credit. Payment problem overlaps Active and Paused, so do not add them. Further tables cover allowances (dollars and labor hours kept separate) and discounts and fee waivers. Export CSV appears when your role and plan allow it.

If something goes wrong

If a list could not be loaded, refresh. A failed read is reported as a failure, never as an empty list.
If a row has no Pause button, its status does not allow it; the Billing tab shows the next step.

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