Why Daycare Package Days May Not Be Deducting

If a pet's daycare package days aren't deducting as expected, there are several settings and timing factors that could be responsible. Package expiration dates, when packages are set to deduct, and whether you're using full-day or half-day packages can all affect how Kennel Connection applies package days.

Below are some of the most common reasons to check.

1. The Package Has Expired

Daycare packages can be configured with an expiration date. Once that date is reached, the package will no longer be available for use—even if the pet still has unused days remaining.

The pet parent will need to purchase a new package to receive additional package days.

To review or change an expiration date:

1. Navigate to Setup > Packages > Daycare Packages.
2. Select the package you want to modify.
3. Edit or remove the expiration date as needed.
   
   

🚨 IMPORTANT NOTE: Unused package days do not override the expiration date. Once a package expires, it will no longer deduct.

2. Allow Negative Package Values and Expiration Dates Are Both Enabled

You cannot use package expiration dates and Allow Negative Package Values at the same time.

You can either:

• Set an expiration date for the package, or
• Allow the package to go into a negative balance when a pet uses more days than they've purchased.
  
  

⚠️ IMPORTANT NOTE: Having both options enabled can cause package days to deduct incorrectly or not at all.

3. Check Your Daycare Package Deduction Settings

Navigate to Setup > System Options > Daycare and check whether your packages are configured to deduct at Check-In or Check-Out.

• Deduct at Check-In: The package day is deducted as soon as the pet is checked in.
• Deduct at Check-Out: The package day is deducted as soon as the pet is checked out.
  
  

💡 QUICK TIP: If your packages deduct at Check-Out and the pet hasn't been checked out yet, the unchanged package balance is expected.

4. The New Package Was Sold Too Late

The timing of when you sell a new package matters.

If your settings are configured to:

• Deduct at Check-In: Sell the new package before checking the pet in.
• Deduct at Check-Out: Sell the new package before checking the pet out.

If you sell the package after the action that triggers the deduction has already occurred, the new package will not deduct for that appointment.

You can review your deduction settings under Setup > System Options > Daycare.

5. Full-Day and Half-Day Packages

If you offer both full-day and half-day packages, your package settings must be configured to deduct at Check-Out.

Kennel Connection needs to know how long the pet stayed before it can determine whether to deduct a full or half day.

For example, if your half-day definition is 4 hours:

• Pet checks in at 7:00 AM and checks out at 11:00 AM or before → A half-day package can deduct.
• Pet checks in at 7:00 AM and checks out after 11:00 AM → KC considers this a full day.

If the pet only has a half-day package and stays long enough to qualify as a full day, the half-day package will not deduct. The pet parent will owe for a full day of daycare.

🚨 IMPORTANT NOTE: Under Setup > System Options > Daycare, there is a setting that allows KC to apply a full-day package to a half-day stay if the pet does not have the appropriate half-day package available.

The reverse does not work. KC cannot combine two half-day package days to make one full day.

Additionally, if the pet only has a full-day package but stays for a half day, the full-day package will not deduct unless the setting to apply a full-day package to a half-day stay is enabled. Otherwise, the pet parent will owe for the half day of daycare.

Still Not Deducting?

These are some of the most common reasons daycare package days may not deduct as expected. Keep in mind that package balances can also be manually modified by staff.

Changes to package balances can be reviewed through the Audit Trail.

CLICK HERE TO VIEW OUR AUDIT TRAIL ARTICLE

If none of the examples above explain the issue, contact Kennel Connection Support at 888-486-4343 Option 2 or email support@kennelconnection.com for assistance.