Angelpaw Setup Guide 2026 – Angelpaw

AngelPaw Master Reference Manual

For Crematory Admins & Staff

Version: 1.0 — March 2026 Audience: Crematory Admins (Care Center Managers and Staff) who operate the AngelPaw platform day-to-day. Vet Partner instructions are noted where they differ.
Portal URL: https://app.angelpaw.com
Portal URL (Europe):https://app-eu.angelpaw.com
Portal URL (Australia):https://app-au.angelpaw.com

Platform Overview
Logging In & Navigation
Corporate Settings — Your Command Center
Accounts (Sales Channels)
Users & Roles
Catalog — Items & Services
Packages & Pricing
Creating Orders
Care Center Floor — Processing Orders
Invoicing & Payments
E-Commerce Portal
Pet Parent Portal
Routes, Pickup & Delivery
Notifications & Communications
QuickBooks Integration
Hardware, Apps & Label Printing
Reporting & Analytics
Settings Quick-Reference
Troubleshooting & Known Issues
Glossary

1. Platform Overview

AngelPaw is a cloud-based platform that manages the full lifecycle of pet aftercare — from order intake and pet tracking through cremation/aquamation to memorial packaging and delivery. It connects three audiences:

Audience	What They Do
Crematory Admin (you)	Manage accounts, configure pricing, process orders, track pets through stations, capture payments, manage invoices
Vet Partners	Submit service requests for their clients, view order status, receive/pay invoices
Pet Parents	Place orders via e-commerce, track their pet's journey through the Pet Parent Portal, receive notifications

Core Capabilities

Order Management — Create, edit, and track orders from intake to completion
Care Center Floor — Visual station-based tracking (Awaiting Drop-off → Check-in → Special Services → Cremation → Post-Service → Packaging → Staged for Return → Completed)
Multi-Account Pricing — Different prices per vet, per group, or per walk-in/e-commerce
E-Commerce — Online ordering portal for pet parents with credit card or "save order" options
Mobile Apps — Operator App (station scanning) and Driver App (pickup/delivery routes)
QuickBooks Online — Optional integration for syncing accounts, items, and invoices
Notifications — Automated email and SMS at each stage of the process
Invoicing — Individual or batch invoicing to vets, with payment links and receipt generation
Reporting — Order reports, vet reports, filterable by date range and account

Logging In

Go to https://app.angelpaw.com
Enter your email/username and password
Click Log In

First-time users: You will receive an email from AngelPaw with your credentials, or a password-reset link. Click the link, set your password, and log in.

Main Navigation (Left Sidebar)

Menu Item	Purpose	Who Sees It
Home / Dashboard	Overview of all orders, filterable by status, date, account	All crematory users
Create Order	Start a new service request	All crematory users
Care Center	Station-based floor view for processing orders	All crematory users
Accounts	Manage vet partners and walk-in accounts	Care Center Managers, Corporate
Users	Manage user accounts and roles	Care Center Managers, Corporate
Catalog	View/edit item and service catalog	Care Center Managers, Corporate
Invoices	Create and manage invoices	Care Center Managers, Corporate
Reports	Generate order and vet reports	Care Center Managers, Corporate
Routes	Manage pickup and delivery routes	Care Center Managers, Corporate
Corporate Settings	Company-wide configuration	Corporate Users only

Dashboard

The Dashboard is your home screen. It displays a table of all service requests with columns for: - Pet Tag # — Unique tracking number (click to open order details) - Pet Name — Name of the pet - Account — Which account/vet submitted the order - Service — Package selected (e.g., Private Cremation) - Status — Current station in the workflow - Location — Physical position (e.g., Refrigeration, Machine 1) - Date — Order creation date

Filters: Use the filter bar at the top to narrow by status, date range, account, or search by pet name/tag number. Click Clear Filters to reset.

3. Corporate Settings — Your Command Center

Path: Corporate Settings → Settings (click on your care center name)

This screen is the central hub for all configuration. Only users with the Corporate role can access it.

What You'll Find Here

Section	What It Controls
Accounts (top area)	Create new accounts; Import accounts in bulk via spreadsheet
Items & Services (below accounts)	Create items manually or import via spreadsheet
Care Center Address	Your crematory's physical address (used for driving distance calculations, tax, and labels)
Data Input Type	Choose Excel/Direct Data Input (recommended) or QuickBooks Online
E-Commerce Settings	Assign which account provides pricing for the e-commerce portal; set the e-commerce URL; assign notification recipients
Pet Parent Portal	Assign account for portal pricing
Branding	Upload your logo (square format recommended) — appears on emails, labels, and the e-commerce site. Upload a favicon for the browser tab icon
Business Hours	Displayed on the e-commerce site
Check-in Station Settings	Weigh at check-in, remains weight required, metal tag settings
Service Release Text	Customize the authorization/release document text
Pause Preparing Notifications	Toggle ON during testing to prevent emails/SMS from going out; turn OFF before going live
Notifications	Customize the content and enable/disable individual notification types
Global Pickup Methods	Set default pickup options (Drop at Care Center, Pickup at Pet Parent, Pickup at Vet) — can be overridden per account
Global Return Methods	Set default return options (Pickup at Crematory, Deliver to Pet Parent, Return to Vet) — can be overridden per account
Integrations	QuickBooks Online connection

4. Accounts (Sales Channels)

Accounts represent how business arrives at your crematory. Each account can have unique pricing, notifications, and pickup/return settings.

Types of Accounts

Account Type	Description	Example
Walk-in / Retail	Direct-to-consumer orders. People call, walk in, or are picked up at their home. Also used for e-commerce orders.	"My Crematory Name"
Vet Partner	Veterinary clinics that refer pets to you for cremation services	"Valley Animal Hospital"
E-Commerce	The account whose pricing is shown on your e-commerce ordering page (set in Corporate Settings)	Same as Walk-in, typically
Funeral Home / Shelter	Any other entity that sends you business	"ABC Funeral Home"

Creating Accounts

One at a time: 1. Go to Corporate Settings → Settings 2. In the Accounts section, click Click here to add an account 3. Enter: Account Name, Email (for invoicing), Phone (optional) 4. Click Save

In bulk: 1. Click Accounts Demo File to download the template spreadsheet 2. Fill in: Account Name, Email, Phone 3. Drag and drop the file into the import area 4. Click Import

Account Settings (per-account)

Navigate to Accounts → [Account Name] to configure:

Setting	Purpose
Account Details	Name, email, phone, external account ID (for QuickBooks), print name (for labels/invoices)
Contact Address	Billing/shipping address
Pickup Methods	Override global pickup options for this account
Return Methods	Override global return options for this account
Notifications	Override global notification templates for this account
Item Pricing	Enable/disable specific items and set custom prices per item for this account
Packages	Create service packages with weight-based pricing and bundled items
Merchant Account	Enable card payment capture for this account
Reduced Visibility	Limit the locations this account can see (for multi-location setups)

Account Groups

If multiple vet partners share the same pricing, you can create a Group to configure pricing once for all of them.

Go to Accounts → Account Groups
Click Create Group
Name the group (e.g., "Standard Vets")
Add accounts to the group
Configure pricing, pickup/return methods, and notifications at the group level

Important: Group-level settings apply to all accounts in the group. You can still override at the individual account level if needed.

5. Users & Roles

Role Hierarchy

Role	Access Level	Who Uses It
Corporate User	Full access: Corporate Settings, all accounts, all users, all features	Crematory owner or primary admin
Care Center Manager	Everything except Corporate Settings: Accounts, Users, Catalog, Reports, Invoices, Care Center Floor, Create Orders	Crematory general manager
Care Center Staff	Create Orders, Care Center Floor, Dashboard	Crematory front-desk or processing staff
Account Manager (Vet role)	Create orders for their account, view order history, manage invoices, create additional staff users, view reports	Vet clinic owner/office manager
Account Staff (Vet role)	Create orders for their account, view order history	Vet clinic front-desk staff

Creating & Managing Users

Auto-created users: When you create an account, an Account Manager user is automatically created with the account name + "Admin" as the last name.

Creating additional users: 1. Go to Users → Create User 2. Fill in: First Name, Last Name, Email, Position, Phone 3. Set a Username (often their email) 4. Set a temporary Password (or leave blank and send a reset link) 5. Choose the Role (Care Center Manager/Staff for crematory, Account Manager/Staff for vets) 6. Assign Account — Select which account(s) this user belongs to 7. Click Save

Providing access to vet staff: - Use Send Password Reset Link to let them create their own password - The verification email is optional and not required for access

Impersonation

You can view the system as any user sees it by clicking Impersonate User next to their name in the Users list. This opens their view so you can troubleshoot or demonstrate functionality.

Note: When two people are logged in as the same user, scanning/page actions will reload on both screens. Each operator should use their own user account.

Multi-Account Users

A single user can be assigned to multiple accounts. They'll see a Change Account dropdown in the top menu to switch between accounts.

6. Catalog — Items & Services

The catalog is your master list of every billable item and service. Items are shared across all accounts — you control visibility and pricing per account.

Item Categories

Categories determine how items behave in the system. The most important are:

Category	Behavior	Examples
Private Cremation / Individual Service	Primary cremation service; determines order flow; weight-bracketed	Private Cremation 0-5 lbs, Private Cremation 5-10 lbs
Communal Cremation	Group cremation; remains are not returned (required return = OFF)	Communal Cremation
Special Services	Performed before cremation; requires barcode scan confirmation	Clay Paw Print, Ink Nose Print, Fur Clipping
Urns	Shown in a separate section during order creation for variation selection	Bamboo Urn Small, Cherry Wood Urn Medium
Additional Charges / Fees	Generic fees; not a cremation service	Pickup Fee, After-Hours Fee, Delivery Fee
Transportation Fees	Distance-based fees	Home Pickup 0-10 miles, Home Pickup 10-20 miles
Jewelry	Memorial jewelry items	Paw Print Pendant, Ashes Locket
Burial Service	Alternative to cremation	Green Burial, Natural Burial

Critical: Items categorized as Special Services trigger the scanning requirement at the Special Services station. If an item needs to be performed before cremation (paw prints, nose prints, fur clippings), it must be categorized as Special Services (or have the "Requires Scan Before Cremation" switch turned on).

Creating Items

One at a time: 1. Corporate Settings → Settings → Click Add an Item or Service 2. Fill in: - Name — Descriptive enough for staff to know what to do (e.g., "Private Cremation 20-30 lbs") - Description — Optional expanded details - SKU — Unique alphanumeric identifier (letters, numbers, no special characters) - Base Price — Retail/reference price - Weight Start / End — In pounds. Use 0–0 for non-weight-restricted items - Category — Select the appropriate category 3. Click Save

In bulk (recommended for large catalogs): 1. Click Items Demo File to download the template 2. Fill in columns: Name, Base Price, Description, SKU, Weight Start, Weight End 3. Save as .xlsx (if using Mac Numbers, export to Excel first) 4. Drag and drop the file into the import area 5. Click Import

Note: The bulk import does not set categories. After import, go to Catalog and verify/adjust categories for all items.

Catalog Screen — Key Columns

Column	Editable?	Notes
Name	Yes (Excel input only; QuickBooks items must be edited in QuickBooks)	Auto-saves on change
Image	Yes	Upload product photos; shows on e-commerce and order screens
SKU	No	Set at creation and cannot be changed
Base Price	Yes	Reference price; actual pricing is set per-account
Category	Yes	Dropdown selection; critical for correct system behavior
Weight Start/End	Yes	In pounds (or kg for international locations)
Taxable	Yes	Toggle ON for items that should be taxed (usually urns and jewelry, not services)
Species Restriction	Yes	Limit item to specific pet types (e.g., only show for dogs, or only for exotics)
Service Restriction	Yes	Limit item to specific service types (e.g., urns only for Private Cremation)
Is Service	Yes	ON = this is a cremation/aquamation service; OFF = regular item
Required Return	Yes	ON = this item must be returned to the pet parent; OFF for communals and fees
Requires Scan Before Cremation	Yes	ON = must be scanned/confirmed at Special Services before cremation can proceed
Requires Scan at Packaging	Yes	ON = must be scanned at Packaging station before order can be completed
Special Order	Yes	ON = item must be ordered from a supplier (notification system in development)
Per Pound	Yes	ON = price is multiplied by pet weight
Per Pound Start Weight	Yes	Only charge per-pound above this weight (e.g., start at 250 lbs)
Additional Instructions	Yes	ON = prompts for text input when item is added (e.g., engraving text, with character limit)
Paired Items	Yes	Automatically adds a companion item when this item is selected (e.g., urn → nameplate)

Disabling Items

Items cannot be deleted (needed for historical reporting). Toggle the Enabled switch to OFF to hide an item from all future orders.

Downloading the Catalog

Click Download Catalog on the Catalog screen to export all items to a spreadsheet for review.

7. Packages & Pricing

Packages define the services you offer (e.g., "Mahogany Memories," "Treasured Companion," "Respectful Rest"). Each package groups a cremation service with bundled items like urns and optional add-ons.

Creating a Package

Navigate to Accounts → [Account Name] (or Account Groups → [Group]), scroll down to Packages, and click Add New Package.

Package Name — e.g., "Private Cremation Remembrance"
Description — Visible to vets and on e-commerce
Upload Picture — Shows on e-commerce and order creation screens
Service Items (the cremation service):
Search for and add the service items (e.g., "Private Cremation 0-5 lbs," "Private Cremation 5-10 lbs," etc.)
Set the price for each weight bracket. This is the per-account price (can differ from the base price in the catalog)
You can add all weight brackets — the system automatically filters to the correct one based on pet weight
Package Items (bundled items):
Search and add items (urns, paw prints, etc.)
For each item, set:
- Price — 0 for complimentary; a dollar amount for an upcharge
- Opt-in toggle — ON = pet parent or vet must actively choose this item; OFF = always included
Click Save Package

Pricing Strategies

Strategy	How to Set It Up
Weight-bracketed pricing	Add multiple service items with different weight ranges; set unique prices for each
Flat-fee pricing	Create one service item with weight 0–500 (or your max); set one price
Per-pound pricing	Create a per-pound item in the catalog; add it as a package item
Per-pound over threshold	Create the per-pound item, enable "Per Pound Start Weight" (e.g., 250 lbs); add both the base service and the per-pound item to the package
Vet discount	Create the same packages under the vet's account (or group) with lower prices
Complimentary urn	Add the urn to the package at $0
Urn upcharge for large sizes	Add all urn sizes; set price = 0 for standard and a dollar amount for XL/XXL
Optional paw print	Add paw print with opt-in = ON

Urn Variations

You can set up urn options in two ways:

Multiple urns in one package — Add several urn types (bamboo, cherry, photo frame) to the same package. During order creation, the user picks one. Best when you want to offer choices within a single package.
Separate packages — Create a separate package for each urn type (e.g., "Bamboo Memories," "Cherry Wood Memories"). Each has its own price and image. Best for visually distinct urns on e-commerce.

Tip: Use individual items (separate catalog entries) for urns that look visually different — this works better on the e-commerce site where customers see product images. Use variations (attributes within a single item) for less visually distinct options like wood stain colors.

Item Pricing (Additional Items Outside Packages)

On the account page, the Item Pricing section controls which catalog items appear as "Additional Items" during order creation.

Show to Account/Staff toggle — ON = visible when creating orders for this account
Price — Can differ from the base catalog price and from the in-package price
Items enabled here show up as add-ons outside the package selection

Example: Paw print is $0 inside the package (complimentary), but $30 as an additional item if the customer wants extras.

8. Creating Orders

Walk-in / Staff-Created Orders

Click Create Order in the sidebar
Select Account — Choose the walk-in account, a specific vet, or any configured account
Pet Parent Information:
First Name, Last Name
Email (required if notifications or e-commerce are enabled)
Phone (optional but recommended)
Address (required for home pickup/delivery)
Pet Information:
Pet Name
Pet Type (Dog, Cat, Bird, Exotic, etc.)
Breed (auto-populated with generic; can select specific from dropdown or type custom)
Gender (required)
Color (may be required depending on settings)
Weight (required — drives package and urn selection)
Date of Birth, Date of Death (optional)
Metal Tag (may be required depending on settings)
Select Package — Packages filter based on pet weight. Click to select.
Opt-in items appear with checkboxes — click to add
Urns appear in a separate section — select one
Additional Items — Extra items enabled for this account appear here. Click to add, adjust quantity.
Pickup Method — How the pet will arrive (drop-off at care center, pickup at home, pickup at vet)
Return Method — How remains will be returned (pickup at crematory, deliver to pet parent, return to vet)
Payment — Capture now (cash or card) or capture later
Review total and click Create Order

A printable tag/receipt page opens automatically. Print and attach to the pet in a real scenario.

Order for a Vet Partner (Created by Crematory Staff)

Same as above, but select the vet's account in step 2. The vet's pricing, packages, and item configurations will apply.

Order Created by Vet Staff

When a vet user logs in, they go directly to their account. They click Create Order, and the account is pre-selected. They fill in pet parent info, pet info, and select packages. The crematory is notified of the new order.

E-Commerce Order (Created by Pet Parent)

See Section 11: E-Commerce Portal.

Editing an Order After Creation

Open the order from the Dashboard (click the Pet Tag #)
Click the Edit (pencil) icon
You can:
Change pet information
Change the package (upgrades/downgrades)
Add or remove additional items
Change pickup/return methods
Adjust weight (recalculates pricing automatically)
Click Save

Note: If a payment has already been captured, you may need to refund and re-invoice for the new amount.

9. Care Center Floor — Processing Orders

The Care Center Floor is the heart of day-to-day operations. It visually represents the stations a pet moves through.

Station Flow

Awaiting Drop-off/Pickup
    ↓
Check-in Station
    ↓
Refrigeration (optional)  ←  or  →  Special Services
    ↓                                     ↓
Stage for Cremation           Stage for Cremation
    ↓
Machine / Section Assignment
    ↓
Post-Service Processing
    ↓
Packaging
    ↓
Staged for Return
    ↓
Completed

Processing Steps

Step 1: Check-In

Go to Care Center floor
Find the order in Awaiting Drop-off (search by name, tag, or filter)
Click the Pet Tag # to open the order
Certify the weight — confirm or update the pet's weight
Assign Metal Tag — enter a unique metal tag number (must not already be in use; turns green when valid)
Choose next station — Refrigeration, Special Services, or direct to cremation staging
Click Finalize Check-In

Metal tags must be unique. If you enter a number already assigned, the system will reject it. Type a new number.

Step 2: Special Services (if applicable)

If the order includes items categorized as Special Services (paw prints, nose prints, etc.):

The order appears in the Special Services group on the Care Center Floor
Click into the order
Scan each item's barcode — three methods:
Barcode scanner connected to PC — scan the printed label
Copy/paste the barcode number into the field
Operator App — use the phone's camera to scan the QR/barcode
Each scanned item turns green
All items must be scanned before the order can move to the next station
Once complete, select the next station (e.g., Stage for Individual Service) and click Move Pet

Step 3: Cremation / Machine Assignment

From the staging station, assign the pet to a specific Machine and Section (e.g., Machine 1, Section 1)
Click Move Pet
The pet is now "in the machine"

Step 4: Post-Service Processing

After cremation: 1. Move the pet to Post-Service Processing 2. If Remains Weight Required is enabled, you must enter the remains weight before proceeding 3. Move to Packaging

Step 5: Packaging

The order appears in the Packaging station
Scan each item that must be confirmed at packaging (urns, certificates, keepsakes)
Same three scanning methods as Special Services
All items must turn green before the order can advance
Move to Staged for Return

Step 6: Staged for Return / Completed

Pickup at Crematory: The pet parent is notified that remains are ready. When picked up, move to Completed.
Return to Vet: Move from staging to a Vehicle, then deliver. Move to Completed once delivered.
Deliver to Pet Parent: Move to a Vehicle, deliver to the address, then move to Completed.

Bulk Operations

On the Care Center Floor, you can: - Select multiple orders using checkboxes - Move in bulk to the next station using the dropdown - This is especially useful when moving several orders from staging to the machine or from post-service to packaging

Live View

Click Live View (top right of Care Center) to open a full-screen overview of all stations. This is designed for a large monitor in the crematory so all staff can see order locations at a glance. It auto-cycles between pages showing different station groups.

10. Invoicing & Payments

Capturing Payments on Individual Orders

Open the order from the Dashboard
Scroll to the Payments section
Choose:
Cash — enter the amount
Credit Card — charge via the integrated payment gateway
Send Payment Link — emails a payment link to the pet parent; they pay online
Payments are recorded and receipts can be printed

Refunds

Open the order
In the Payments section, click Refund next to a card payment
The refund processes in approximately 1 business day
After refunding, you can create a new invoice for the corrected amount

Batch Invoicing (Vet Accounts)

For vet partners that you bill monthly:

Go to Invoices in the sidebar
Click Create Invoice
Select the Account and Account Type
Set the Date Range
Click to retrieve all orders in that period
Review the itemized list (each order shows its items)
Send the invoice — the vet receives an email with itemized details
Track payment status (Sent, Paid, Overdue)

Invoices on the Dashboard

All invoices (sent and paid) are listed in the Invoices section. You can: - View itemized details per pet - Print receipts - Resend invoices - Track payment status

QuickBooks Sync: If QuickBooks is connected, payments captured in AngelPaw will sync to QuickBooks. Test orders may create invoices in QuickBooks — coordinate with your accountant before enabling the integration.

11. E-Commerce Portal

The e-commerce portal allows pet parents to place orders directly online.

Setup

Corporate Settings → Settings → scroll to E-Commerce
Assign Account — select which account's pricing/packages to show (typically your walk-in/retail account)
URL — your unique e-commerce link. Format: https://ecommerce.angelpaw.com/[your-id]
Notification Recipients — add users who should be notified when a new e-commerce order comes in (Critical: without this, you won't know orders are coming in!)
Business Hours — displayed on the e-commerce site

Pet Parent Order Flow

Contact Information — name, email, phone
Pet Information — name, type, breed, gender, color, weight
Address — for pickup/delivery
Package Selection — packages are filtered by pet weight; images and descriptions are shown
Additional Items — enabled add-ons from the account
Variations — if items have variations (e.g., color), a follow-up prompt appears
Service Release — digital signature required
Questions — contagious disease, metal/battery devices, personal items to return
SMS/Email Opt-in — for notifications
Handoff Method — drop-off or pickup
Return Method — pickup at crematory or delivery
Payment — credit card or Save Order (if enabled)
Confirmation — order appears on your Dashboard

Payment Options

Credit Card — order is immediately active
Save Order — order is placed on hold with "Pending" status. You can capture payment later from the Dashboard. To activate: open the order → Options → Remove Hold.
Buy Now, Pay Later — must be enabled by the backend team. Contact AngelPaw support.

E-Commerce Known Behaviors

Orders saved without payment go to On Hold / Pending status and will NOT appear on driver routes until payment is captured and the hold is removed
The e-commerce URL may change if the account ID changes — always get the current URL from Corporate Settings

12. Pet Parent Portal

The Pet Parent Portal lets pet parents check the status of their order after it's been placed. A link is automatically generated and can be sent via email or included in the order confirmation.

What Pet Parents Can See

Pet information
Current order status (e.g., "Checked In," "In Service," "Ready for Pickup")
Timeline of status changes
QR code linked to their order
Memorial page (if enabled)

What Pet Parents Cannot See

Internal station details (they won't see "Refrigeration" or "Machine 1")
Internal notes
Other orders

Notifications to Pet Parents

Pet parents receive notifications at these stages (if subscribed and enabled): - Service Requested — order has been placed - Picked up / In Transit — pet has been collected - Arrived at Care Center — pet has been checked in - Ready for Return — remains are ready for pickup/delivery - Delivered / Completed — order is done

No notifications are sent for internal movements (e.g., moving between refrigeration and special services, or between the machine and post-service).

13. Routes, Pickup & Delivery

Route Systems

AngelPaw offers two routing systems:

1. Dynamic Routes (Default)

Orders automatically appear on routes based on the pickup/return method
The driver app shows the next stop based on account assignments
Accounts are assigned to route categories (e.g., "E-commerce," "Vet Pickups")

2. Geofence Territories (Recommended)

Must be enabled by the backend team — contact AngelPaw support
Go to Routes → create territories by drawing areas on a map
Orders automatically assign to territories based on pet parent address
Better for multi-zone delivery areas with different fees

Setting Up Routes

Go to Routes in the sidebar
Create route definitions (e.g., "Territory 1 — Downtown," "Territory 2 — Suburbs")
For geofence: draw polygons on the map
Assign vehicles to routes
Assign accounts to routes

Distance-Based Pickup Fees

Configure in Accounts → [Account] → Pickup Options: - Set distance brackets (e.g., 0-10 miles, 10-20 miles, 20-40 miles) - Set fee per bracket - The system calculates distance from the pet parent's address to your care center

Driver App Workflow

Open the Driver App on a mobile device
Select Dynamic route type
Choose the route and vehicle
Start Route — the app shows the first stop
Navigate to the pickup location
Scan the QR code to check in the pet
Continue to next stops
Finalize Route when complete

Known Issue: iOS driver app may show "Asset Not Found" when scanning QR codes. This is a known backend issue. Use the Android app or the Operator App as a workaround.

14. Notifications & Communications

Notification Types

Notification	Trigger	Recipient
Service Requested	New order is created	Pet Parent
Pet Picked Up	Pet is picked up from location	Pet Parent
Pet Arrived at Care Center	Pet is checked in	Pet Parent
Service Completed	Cremation/service is finished	Pet Parent
Ready for Return	Remains are staged for return	Pet Parent
Order Completed	Order is fully completed and returned	Pet Parent
New E-Commerce Order	E-commerce order is placed	Assigned crematory staff

Customizing Notifications

Corporate Settings → Settings → scroll to Notifications
Click Edit next to any notification type
Modify the email content and/or text message content
Toggle individual channels (email, SMS) on or off
Click Save

Per-Account / Per-Group Notification Overrides

Go to Accounts → [Account] (or Account Groups → [Group])
Scroll to Notifications
Enable the override toggle
Customize which notifications are enabled/disabled for orders from this account

Testing tip: Enable Pause Preparing Notifications in Corporate Settings during setup and testing. Turn it OFF before going live.

15. QuickBooks Integration

Overview

AngelPaw can connect to QuickBooks Online to sync: - Accounts → QuickBooks Customers - Items & Services → QuickBooks Products/Services - Invoices → QuickBooks Invoices - Payments → QuickBooks Payments

Setting Up

Corporate Settings → Settings → ensure Data Input Type is set to QuickBooks Online (or switch to Excel if not using QB)
Scroll to Integrations → click QuickBooks Online
Click the Login button
Log in with your QuickBooks credentials in the pop-up
Authorize the connection
Return to AngelPaw and refresh — you'll see the QuickBooks logo

Syncing Items

Import from QuickBooks: Items and services from QuickBooks are pulled into AngelPaw's catalog
Item names are synced from QuickBooks — to change a name, edit it in QuickBooks, then sync
Descriptions should also sync, but there have been known issues with descriptions not displaying on the e-commerce site (fix is handled by the backend team)

Syncing Accounts

QuickBooks customers can be imported as AngelPaw accounts
Email and contact details are pulled from QuickBooks
Addresses do NOT automatically sync from QuickBooks — manual entry or backend fix is needed

Important Limitations

Real-time inventory tracking from AngelPaw to QuickBooks is not supported
Test orders will create invoices in QuickBooks — clean up test data before connecting, or connect after testing is complete
Item descriptions may not display on e-commerce until the backend team applies a fix

Recommendation: Many new locations are moving to the Excel/Direct Data Input method, which gives you full control over item names and descriptions without the QuickBooks dependency. You can still use QuickBooks for accounting and manually reconcile.

16. Hardware, Apps & Label Printing

Required Hardware

Hardware	Purpose	Notes
Computer (PC or Mac)	Access the AngelPaw web portal	Any modern browser (Chrome recommended)
Zebra Label Printer	Print barcode labels for scanning at stations	1x3 inch labels recommended; connects via USB
Barcode Scanner (optional)	Scan item barcodes at Special Services and Packaging	USB wired scanner; plugs into computer
Mobile Phone / Tablet	Run the Operator App and/or Driver App	Android or iOS

Mobile Apps

Operator App

Purpose: Scan barcodes at stations, move orders between stations, confirm services
Download: Available from the AngelPaw support page (not the App Store directly)
Login: Use your AngelPaw credentials
Usage: Tap the + icon → Scan Barcode → point camera at the item's barcode/QR code → item turns green
Benefit: Process orders without being at a computer

Driver App

Purpose: Navigate pickup/delivery routes, scan QR codes to check in pets
Download: Available from the AngelPaw support page
Available on: Android and iOS (known iOS scanning issues — see Troubleshooting)
Usage: Select route → Start route → Navigate → Scan pet QR code at each stop

Printing Labels

Open an order from the Dashboard
Click the Print Labels button
Barcode labels for each item print on the Zebra printer
Attach labels to the corresponding items (urns, paw print materials, etc.)
At stations, scan these labels to confirm service completion

Printing the Order Page

When an order is created, a full-page summary automatically opens. Print this page and attach it to the pet's container/bag as a master tracking document.

Certificates

Certificate templates are customizable per care center. They include: - Pet name, breed, weight - Date of service - Owner's name - Care center branding

Templates can be found in Document Templates and are auto-populated with order data.

17. Reporting & Analytics

Dashboard Reports

From the Dashboard, you can: - Filter by date range, status, account - Click Download to export filtered results to a spreadsheet

Vet Reports

Go to Reports in the sidebar
Select Vet Report
Filter by account, date range, or status
View order count, revenue by account, itemized service details
Export to spreadsheet

Station Log

Each order maintains a Station Log — a complete history of every movement: - Timestamp of each station transition - Who moved it - How long it spent at each station

View the station log by opening any order and scrolling to the log section.

18. Settings Quick-Reference

Care Center Settings (Corporate Settings → Settings)

Setting	Default	Description
Weigh at Check-in	OFF	Require weight verification when pet arrives
Remains Weight Required	OFF	Require remains weight after cremation before packaging
Metal Tag Required	ON (varies)	Require metal tag assignment at check-in
Metal Tag at Vet	OFF	Allow vets to enter metal tag during order creation
Pause Preparing Notifications	OFF	Prevent all notifications from sending (use during testing)
Auto-Calculate Expected Date	Varies	System estimates completion date based on workload
Hold Period	Varies	Number of days to hold communal orders before processing
QR Codes	ON	Generate QR codes for order tracking

Catalog Item Switches

Switch	When ON
Is Service	Item appears in service/package selection
Required Return	Order cannot complete until item is returned to pet parent
Requires Scan Before Cremation	Must be scanned at Special Services station
Requires Scan at Packaging	Must be scanned at Packaging station
Special Order	Item flagged as needing external ordering
Per Pound	Price multiplied by pet weight
Taxable	Tax calculated on this item

19. Troubleshooting & Known Issues

Common Issues

Issue	Cause	Solution
Can't move order past Special Services	Not all items have been scanned	Scan every item with a barcode; all must turn green
Can't move order past Packaging	Not all packaging items have been scanned	Scan every return item at Packaging
Item not showing up during order creation	Item not enabled for this account, or wrong category	Check Accounts → Item Pricing → enable the item; verify category in Catalog
E-commerce doesn't show item names, only descriptions	Known e-commerce display bug	Contact backend team; also verify item names in QuickBooks if connected
New e-commerce order not appearing	No notification recipients assigned	Corporate Settings → E-Commerce → add users to notification list
E-commerce order stuck on "On Hold / Pending"	Order was saved without payment	Open order → Options → Remove Hold; then capture payment
iOS Driver App shows "Asset Not Found"	Known iOS app issue	Use Android device, Operator App, or the web portal
Driver app shows no stops on route	Route/address configuration issue	Re-save the pickup method on the order; or switch to Geofence routing
Label printer printing extra labels	Printer misconfiguration	Check paper alignment and driver settings; power cycle the printer
Metal tag rejected	Tag number already in use	Enter a different, unused tag number
Duplicate items in catalog	Items created before and after QuickBooks sync	Disable the duplicate in the catalog; keep the correctly synced version
QuickBooks descriptions not syncing	Known sync limitation	Edit descriptions directly in AngelPaw catalog (if using Excel input) or wait for backend fix
User can't see Corporate Settings	Wrong role assigned	Only Corporate Users have access; check Users → Role
Two users' screens refreshing simultaneously	Both logged in with same credentials	Each person should have their own user account

When to Contact AngelPaw Support

Enabling Buy Now, Pay Later feature
Enabling Geofence routing
QuickBooks integration activation
Backend data fixes (address sync, description display)
Deleting test orders in bulk
Enabling features that require backend activation

20. Glossary

Term	Definition
Account	A sales channel — represents a vet clinic, walk-in/retail, e-commerce, funeral home, etc.
Account Group	A collection of accounts that share the same pricing and settings
Aquamation	Water-based cremation (also called alkaline hydrolysis) — treated the same as cremation in the system
Base Price	The reference/retail price set on a catalog item; actual charged price is set per-account
Care Center	AngelPaw's term for your crematory or aftercare facility
Care Center Floor	The station-based visual tracking interface for processing orders
Catalog	The master list of all items and services in your system
Corporate Settings	The top-level configuration screen; accessible only to Corporate users
E-Commerce	The online ordering portal where pet parents can place orders directly
Geofence	A geographic zone drawn on a map to define routing territories
Impersonate	Log in as another user to see their view of the system
Metal Tag	A physical identification tag attached to the pet for tracking through cremation
Operator App	Mobile app for scanning barcodes and moving orders through stations
Opt-in	An item that is optionally included in a package — the user must actively select it
Package	A service bundle that includes a cremation service, optional urns, and add-on items
Paired Item	An item that is automatically added when another item is selected (e.g., nameplate with urn)
Per Pound	Pricing calculated by multiplying a rate by the pet's weight
Pet Parent Portal	A status-tracking page for pet parents to monitor their order
Sales Channel	Another term for Account — how business arrives at your crematory
Service Release	The authorization/consent document signed by the pet parent
SKU	Stock Keeping Unit — a unique alphanumeric identifier for each item
Special Services	Services performed before cremation (paw prints, nose prints, etc.) that require barcode confirmation
Station	A step in the pet processing workflow (Check-in, Special Services, Cremation, Packaging, etc.)
Station Log	A timestamped record of every station transition for an order
Walk-in	A pet parent who comes directly to the crematory (not via a vet)
Weight Bracket	A weight range (e.g., 0-5 lbs, 5-10 lbs) used to determine pricing