Session tracking
What to do when your client's session count does not match yours
By PacksLeft · Reviewed
When your sheet says one session remains and your client remembers three, reconstruct the balance from the pack purchase forward. Share the dated entries, identify the exact difference, and record the outcome. Do not overwrite the total before you know why it differs.
Keep the first conversation factual. A double entry, a moved appointment, or an old pack carried into a new one can create an honest mismatch. You are checking a record, not asking the client to accept your memory over theirs.
Start with the same pack
Confirm which purchase you are discussing. Find its date, starting credits, and reference. Check whether the client is remembering a previous pack or including sessions from a newer purchase.
If you moved records from paper into a spreadsheet, identify the opening balance on the migration date. An unexplained opening balance can make every later calculation look consistent while still being wrong.
Hi [Name], let's check the count together. I have [count] sessions remaining on the pack purchased [date]. I'll send the dated entries I have so we can find where our records differ. Please flag any visit or cancellation that looks wrong.
Rebuild the dated sequence
Start with the purchased credits and walk through each deduction. A calendar appointment supports your review, but does not prove the client attended. Compare it with the session log, sign-off sheet, and any cancellation messages.
Separate scheduled, completed, cancelled, and corrected entries. If a session moved from Tuesday to Thursday, it should not quietly become two deductions.
| Item to check | Possible explanation |
|---|---|
| Two entries for one date | Duplicate logging |
| Old and new appointment dates | Reschedule counted twice |
| Cancelled appointment | Policy or classification mismatch |
| Opening balance after import | Incorrect starting count |
| Credits from a previous pack | Carryover agreement missing |
| An undo or manual correction | One record was not updated |
Find the exact entries that differ
If the difference is two credits, identify the two entries rather than debating the final number. Send only that client's relevant record. Ask whether the dates match their calendar and messages.
For example, a 10-pack with seven valid deductions leaves three sessions. If your sheet has nine deductions because two moved appointments were also counted on their original dates, remove the mistaken deductions with a clear correction note. This example explains the arithmetic; it does not decide a disputed cancellation policy.
Review cancellation and expiry separately
A late cancellation may affect the balance under the terms you agreed, but it should be labelled as a cancellation. Do not make it look like a delivered session. Review the relevant messages and agreement together if the classification is disputed.
Likewise, an expiry date passing does not mean the remaining sessions were attended. Keep unused credits and pack status distinguishable. If an extension was agreed, check that the record has the updated date.
Record the correction or unresolved difference
When you find an error, note the original entry, the correction, its date, and the resulting balance. Tell the client what changed. In PacksLeft, review the history and use the relevant correction action; check the client view afterward.
If the available records do not settle it, say what is missing. Discuss a practical resolution with the client and record what you both agree. Do not manufacture a signature or change old notes to make the history look more certain than it is.
Confirm the starting point for the next session
Finish with a short written confirmation: the pack reference, the agreed remaining count, and any relevant expiry date. That becomes the shared reference for the next visit.
Thanks for checking this with me, [Name]. For pack [reference], we have agreed that [count] sessions remain [with expiry date, if applicable]. I corrected [specific entry or issue] and updated the record here: [private link or attached client-only copy].
Make the next count easy to check
Record the session before the client leaves and let them see the new balance. A sign-off sheet works for a clipboard workflow. A private balance link helps when clients want to check between visits. Keep old pack histories so a renewal does not erase the explanation of the last balance.
Give both people the same count
PacksLeft records sessions and shares a private client balance link, so you can review the record together.