Owners

How to use it

• Search for an owner with the bar at the top (by name, email or pet), and click a row to open their profile.
• Watch for the map pin icons next to a name. Orange, with an exclamation mark, means the location may be wrong: the pin doesn't match the postcode or is a long way from your daycare. Hover it for the detail, then open the owner to correct the address. Red and crossed out means the address isn't on the map yet.
• Click Add New Owner to create a customer. The "Send portal invitation email" tick box decides whether they are emailed an invite to your portal — leave it ticked to invite them now, or untick it to add them quietly and invite them later. Import owners adds many at once from a CSV or Excel file.
• If a customer doesn't need a home address, such as a grooming client who drops off and collects, turn on the Not required switch in the Address box on the Add New Owner form. The address fields close and the owner is saved without one. They aren't asked for an address when they sign in, book or add a pet, and the list doesn't flag them as incomplete. Leave it off for anyone who needs collection or drop-off, as a driver needs an address to go to. The switch is only on this form, and you can still add an address later from their profile.
• To download every owner and pet as a spreadsheet, use Export Data in Settings. Only the account owner (the login that created your daycare) sees it.
• Read the Onboarding bar from left to right: green is done, amber is waiting on the owner, red needs you. The caption says what's holding them up — Not invited, Not signed in, Card expired, Direct Debit failed or All set up.
• Hover the bar on a computer (or tap the arrow on a phone) for the detail: when the invite was sent and opened, when they last signed in, and how they pay — for example "Paying by Visa •••• 4242" or "Direct Debit active".
• Use the button in Next step to act: Send invite, Resend invite, Send setup link or Fix email. Owners who are all set up show "Nothing to do".
• Filter with the chips above the list (All, Active, Incomplete, Dormant, Invited). "Invite … without portal" emails everyone who hasn't been invited yet in one go.

How to use it

• Open it from the owners list (or by clicking an owner's name elsewhere) to manage one customer end-to-end. It opens on Profile; click Billing at the top right for the money side. Each page has its own link, so you can bookmark an owner's Billing page.
• Profile Information and Phone Numbers save together. Change something and the section is outlined, with "Unsaved changes", Discard and Save changes at the foot. Unsaved changes are kept if you look at Billing and come back, but save them before you leave the owner.
• If the address may be wrong, a banner at the top of the Profile page says so. Review on map shows where the pin landed next to the shaded postcode area. Correct the house number, street name or postcode, press Save Address, then Save changes. If the address is right but the map doesn't know it, drag the pin onto the house and press Use this location.
• Changing an owner's home address moves their pets' collection address too, unless a pet has been given a different address.
• Billing opens with Balance: what this owner owes right now, unpaid invoices plus days already delivered that haven't been invoiced, with anything overdue in red and since when. Money a Direct Debit is already collecting isn't counted. Manage payment records cash, card or bank-transfer money you've taken, ticking exactly what it covers — the same window as Finance › Ledger.
• Statement, under Balance, lists every invoice, payment, credit and refund in date order with a running balance, like a bank statement. Pick 3 months, 12 months or All time from the buttons above the list. Print / PDF gives you a copy to send; CSV exports it. On a phone each line becomes a small card with its amount and running balance, so nothing scrolls sideways. The owner sees the same statement on their Billing page.
• Payment shows how this owner pays: their Direct Debit status, or the card they saved (for example "Visa •••• 4242") if you accept cards. An expired card is flagged, and Send setup email lets them add a new card or set up a Direct Debit.
• Pricing sets which price group this owner is in, and Account Credits shows money they've paid in advance or been given as goodwill, which comes off their next invoice automatically.
• Customer Groups, under Pets, shows the groups this customer is in. The × takes them out of one, and Add to group puts them in another or starts a new group with them in it. Groups decide which services they see in their portal. See Owners › Customer Groups.

How to use it

• Open Owners and click the Customer Groups tab at the top right.
• Each card sums up one group: its note, who is in it, and the services it Can book or has Hidden. The box archives a group and the bin deletes it.
• Click Add Customer Group, or Edit group on a card, to open the group's drawer. Nothing changes until you press Save (Create group for a new one); Cancel leaves everything as it was.
• In the drawer, set the name and an optional note for your team, then search for customers under Customers and click each one to add them. The × on a name takes that customer out.
• Under Services, choose for each service: Default (as for everyone else), Can book or Hidden. A Staff Only service offers Can't book or Can book.
• You can also manage one customer's groups from their profile, on the Customer Groups card under Pets.

How to use it

• Check the customer's email address on their profile first. If it is right, the block is on their side and there is nothing to change in Genera.
• Contact the customer by another route (phone, text or WhatsApp) and explain that emails from your daycare are being blocked. Ask them to add noreply@generasoftware.com to their safe senders list — in Outlook or Hotmail that is Settings → Mail → Junk email → Safe senders and domains; in Gmail, open any old Genera email in Spam and choose "Not spam", or add a filter that never sends the address to spam.
• Ask the customer to confirm — in writing, a reply to a text or email is fine — that they are happy to receive emails from your daycare through Genera. The email service will only remove a spam block once the customer has asked for their emails back.
• Raise a support ticket from the Get Support button in the admin portal, or from the Help Centre, with the customer's email address and a copy of their confirmation. Genera support will ask the email service to lift the block, usually within one working day.
• Once you hear back, click Resend invite (or send the invoice or report again). Nothing else needs changing.
• In the meantime, the customer can still sign in to the portal if they already have a password, and you can share their portal link or invoice by another channel.

How to use it

• Requests waiting: if they've sent a request you haven't answered, a banner at the top says what it is and how long ago they sent it. It goes once you accept or decline it.
• Book something: up to six tiles, one per group of services (Daycare, Grooming, Baths and so on), in the order they book them most. A group with several services opens a list to pick from; a group with one service goes straight to booking. View prices opens your price list.
• Your next 7 days: one card per day with each booking, its status (Confirmed, Membership, Repeats or Pending), the bus and the time where there is one. Show more days adds another week, up to eight weeks.
• Week / Month: the switch beside the heading turns the list into a month calendar. Each day shows its services as icons (up to three, then +N), an amber dot marks a request still waiting for you, and closed and past days are greyed. Tapping a day shows its card underneath. The arrows move a month at a time, from six months back to a year ahead, and Today jumps back.
• + Add booking: every open day has one, including days that already have bookings, so a second dog or a groom on a daycare day can be added from that day. It opens the usual booking form with the date filled in. Past and closed days have no button.
• Later: one-off bookings beyond the days shown, such as a groom next month or a holiday sleepover. Regular and membership days aren't repeated here.
• Tapping a booking opens Your booking: service, extra services, date and transport, then the day note and a note from you if you've left one. Owners can add an extra service (Sleepover asks for the going-home day, and a weekly booking can take it on every future day), set a different collection or drop-off address for that day, write a day note, or press Not coming (Withdraw for a request).
• When they book, they start by tapping the pets it's for: every one of their pets is shown as a tile, with no search box. Tapping more than one books them all with the same details. From a Book something tile the service is already chosen. The Service list shows each service's icon and standard price under its group heading, and the date comes straight after the service and extras.
• Get the app: the menu behind their initials has a Get the app card until your portal is installed on that device. Install opens the phone's own install where it has one, or step-by-step Add to Home Screen instructions. On a computer it shows the portal link to open on their phone, with a Copy button, and the steps for iPhone or Android.

How to use it

• Open the pet: Pets, then the dog, then the Membership card at the top of their profile. Schedule shows their Fixed weekly days (a Monthly allowance on a per-month plan) with Request a change beside them; Changes lists every request and what happened to it; Billing shows the next collection.
• Request a change (all future days): tap Request a change, keep All future days, and tap the new days — dotted days are their current ones, and the count must match the plan. Change from is the first day the new days apply: any day at least 48 hours away, or, if you chose From next week onwards, a pick-list of Mondays. Bookings before that day stay on the current days. Send request.
• Swap a day (Just one day): only when Let owners swap a single day is on. Tap Request a change, then Just one day, and pick the week — This week, Next week and the two after (on a monthly-allowance plan the button is Change days and they pick This month or next). Their booked days start dotted: tap one to keep it, leave it dotted to move it, then tap the same number of free days. The line underneath confirms the move, e.g. Moving Wed 28 Oct to Thu 29 Oct. Send request — all the moves go in together or not at all.
• Where a swapped day can go: a day you are closed, or outside the window you chose (its own Monday–Sunday week, or its billing month; monthly-allowance plans always stay inside the calendar month), can't be picked. With a Swaps per billing month cap, a request over the limit is refused and tells them how many they can have.
• Locked days: a booked day within 48 hours is greyed and reads booked, too soon to change, whichever notice setting you use. A week with nothing left to change can't be picked at all.
• One open request per membership: a change of schedule waits on the Schedule tab as Waiting for approval, and the button becomes Edit request — sending again replaces it. A day with a swap already waiting shows a dot, and asking again for that day replaces that swap. Withdraw beside a waiting request takes it back, right up until you answer.
• Once they send: the request is on the pet's Membership card in your admin portal (Schedule tab, marked Waiting for you, with a Membership day change notification). Approve or Decline there — the owner sees the answer, with your reason if you gave one, under Changes. A day you move yourself shows there too, as Moved by your daycare.