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Clients can book and redeem package appointments through online booking. When booking, they will see a prompt if an eligible package is available for that appointment. This article explains how to enable online package redemption for your clients.
Important note: Online redemption lets clients book their package appointments themselves. You still control which packages are sold and to whom during in-store consultations, recommending the right package based on each client’s goals and treatment plan. Once sold, online redemption reduces manual admin and makes managing your business easier.
Timely notes:
- Online redemption is only available for new packages. If you're using legacy packages (concessions), this feature is not yet supported. Contact your Customer Success Manager to learn about upgrading to new packages.
- Client Login must be set to either optional or mandatory for this feature to work. Learn how to enable client login.
How to enable online package redemption
1
Head to setup from the main menu in your Timely account dashboard, and select packages from the list of options.
2
Next check allow all packages to be redeemed online and click save to apply your changes.
Timely note: once enabled, all your new packages (excluding archived/legacy packages) become available for online redemption. This setting is off by default. New Timely accounts who activated after 29 April 2026 have it enabled automatically.
How the process works for your clients
A Your client starts by selecting a service and time through your online booking page. For packages with multiple services (e.g. manicure + pedicure), clients can select services from the main menu or from the add-ons screen if you have add-ons configured.
B Your client will then log in (required to view packages), and on the confirmation screen the following prompt will appear "good news, you have a package".
C From here, they will click redeem package, and the booking will complete with no additional charge.
D Package credit is then held, and redeemed only when the booking is marked as complete / goes through checkout.
What's included in this release
- Packages consisting of single service types (e.g. 5 x facials, 3 x massages)
- Packages consisting of multiple service types (e.g. manicure + pedicure, facial + mask package)
- Clients with one active package
- Automatic credit redemption (no manual reconciliation needed)
- Service selection from main menu or add-ons screen (both count toward package redemption)
What's not yet included
- Clients with multiple active packages
- Clients can't see full package details or remaining credits during booking
- Booking package + non-package services in one transaction
- Individual package control (e.g. which specific packages are available to be redeemed online)
Frequently Asked Questions
- I don't see the "Allow all packages to be redeemed online" checkbox. Why not?
This feature is only available if you're using new packages. If you're still on legacy packages (concessions), you won't see this option. Contact your Customer Success Manager to learn about upgrading to new packages, this will give you access to online redemption and other features.
- Do clients need to log in?
Yes. Clients must be logged in to see and redeem their packages. Client Login must be set to either optional or mandatory for this feature to work. Learn how to enable client login.
- Can I sell packages online?
No. Packages are still sold in-store only, which means clients can only redeem online the packages you've already sold them.
- Can clients see how many credits they have left?
No. Clients will see a notification that they have a package available, but they won't see the full package details or remaining credits during booking.
- What happens if a client cancels an online package booking?
The credit returns to their package balance automatically.
- Can I choose which packages are available online?
No. When you enable online redemption, it applies to all packages.
- Will this work with deposits?
Package appointments booked online will override your deposit settings. Since the package covers the full cost of the appointment, no deposit is collected when a client redeems a package credit.
- What happens if a client cancels within my cancellation policy window?
Standard cancellation policy rules apply. If a client cancels a package appointment within your cancellation policy window, the credit returns to their package balance according to your policy settings.
- What happens if I have card capture enabled and a client redeems a package online?
When a client redeems a package online, they bypass the card capture page, so their card details won't be on file. If they have previously saved their card on file, then this will be visible in their client profile.