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Owner/Animal Profiles and New Records in Gingr

Here is the shape of this SOP: how to create a new owner and animal record in Gingr, and what each tab on the Owner and Animal profiles is for.

Purpose

This SOP runs in two parts: a short intake procedure for creating a brand-new owner and animal record, then a tab-by-tab reference for the Owner Profile and the Animal Profile, the two records front desk staff open the most. Use the intake part the first time you set up a client, and the tab reference whenever you need to find something on a record someone else built.

At a Glance

  • A new client needs one owner record and one animal record per pet, created together from Owner and Pets > New Record.
  • Fields marked with a red star are required; collect them at the desk, do not leave them for the client to fill in later.
  • Loyalty points redeem on a sliding scale: 100 points for $2, 1,000 for $25, 3,000 for $90, 5,000 for $200, and 7,500 for $375. Clients earn 1 point per $1 spent, points are good for up to 2 years, and points earned on a reservation cannot be redeemed against that same reservation.
  • The Owner Profile holds the client's account (contact info, packages, points, invoices, agreements). The Animal Profile holds the dog's record (health, immunizations, incidents, report cards).

Steps

Creating a New Owner and Animal Record

  1. Go to Owner and Pets, then New Record.
  2. Enter the client's details: home location, contact information, referral source, and every field marked with a red star.
  3. Enter the pet's details: name, breed, sex, health status, and weight, plus admin information such as activation status, any high-risk boarding flag, and pricing rules.
  4. Save the record. This creates both the animal profile and the client's account.
  5. A password is not created automatically. Start a password reset for the new account.
  6. Send the registration email and the password reset email together, so the client can log in and see their records right away.

Working the Owner Profile

  1. Open Details for the client's primary contact info (the phone number that receives SMS notices, the main email on the account), saved addresses, the date the account was created, and who created it.
  2. Check Communication Preferences before sending anything: an opted-out preference (system emails/SMS, marketing emails/SMS, reminder emails/SMS) shows as true and should be respected.
  3. Open Packages to see credits tracked at the owner level, usable for any of the client's dogs in group classes, at any location, with no expiration.
  4. Open Reward Points to see the client's points balance and redemption history. Points redeem at 100 for $2, 1,000 for $25, 3,000 for $90, 5,000 for $200, and 7,500 for $375. You can add or remove points from an account and view the full redemption history.
  5. Use the email button under Communication Campaign to send a direct email from a template (for example, "food running low" or "all is well"), or send a password reset or registration email. The history view shows delivery, open, and click status for anything sent.
  6. Open Reservations for the client's future, completed, canceled, and waitlisted bookings; you can search, view, edit, or reschedule from here.
  7. Open Deposits to see the amount, method, and status (used, forfeited, or refunded) for every deposit tied to the account.
  8. Open Invoices for finalized invoices, open Estimates for anything not yet billed or paid, and use the account breakdown or store credit views to reconcile a balance. An estimate that no longer needs tracking can be closed by applying a payment and admin-comping it, if that is appropriate for the situation.
  9. Log anything worth remembering in Employee Notes; entries are timestamped and stay on the profile.
  10. Open Agreements for signed contracts. Clients can sign remotely through their portal access before check-in, or in person at the desk. Each signed agreement records the signer's name and email, a timestamp, IP address, and device information.

Working the Animal Profile

  1. Check the summary fields first: name, photos, breed, intact status, weight history, and any behavioral, admin, or owner-specific icons on the record.
  2. Review feeding and medication schedules, vet information, health conditions or allergies, and any notes on obedience goals or behaviors to improve.
  3. Open Immunization Records to view or update vaccination dates, upload supporting documents, or link the record to the dog's vet for verification. You can send an email reminder about an upcoming vaccination from here.
  4. Open Incidents to view or create an incident report for the animal.
  5. Open Report Cards to view past report cards or resend one to the owner by email or SMS.
  6. Open Reservations for this animal's own booking history, grouped the same way as the owner-level Reservations tab.
  7. Log medical notes or assessment check-ins in the animal's Employee Notes tab.

Edge Cases / Troubleshooting

A required field is missing at intake

Do not save a partial record and plan to fill it in later. Collect every red-starred field at the desk before you save; a profile missing required admin fields (like the high-risk boarding flag) can cause problems at a later check-in.

A client disputes their loyalty points balance

Check the redemption history on the Reward Points tab first. If the numbers still do not add up, escalate to a manager rather than manually adjusting the balance yourself. Also remember that points earned on a reservation cannot be redeemed against that same reservation, which is a common point of confusion at checkout.

Where does a client sign an agreement

Either place. Clients can sign remotely through their portal access before check-in, or in person at the desk. Whichever route they use, the signed agreement records the signer's name and email, a timestamp, IP address, and device information.

Vendor Reference

The screens behind the Owner and Animal profiles are documented by Gingr directly; check the pages below if a tab does not match what is described here.

Who to Ask

Ask a manager before manually adjusting a loyalty points balance, deleting a signed agreement, or overriding a high-risk boarding flag. The number of tabs looks like a lot at first, and settles fast once you realize the same five or six of them handle nearly every front-desk request.