The Problem
Some adoptions were getting stuck—even after everything seemed done.
Shelter staff were seeing cases where the contract was signed and payment completed, but the adoption wasn’t confirmed in AME. Why? Because when adopters clicked “Process Adoption on this Device,” the checkout opened in a new browser tab. Many adopters would complete payment but forget to return to AME to finalize the process.
This meant:
- Adoptions left in “In Process” status
- Adoption metrics getting skewed
- Communication flows not being triggered
- Extra work for staff to resolve and follow up
Simple solution: One Tab, One Seamless Flow
To solve this, we’ve changed how the adoption checkout works:
- The checkout now opens in the same tab, keeping adopters in the flow
- Once payment is complete, adopters see a “Back to AME” button
- When clicked, AME brings the user back to the Adoption Details page and shows a confirmation modal for staff to finalize the adoption
Nothing else in the payment flow changes — QR codes, email links, and payment methods remain unchanged.
Why This Matters
- For Staff: Fewer incomplete adoptions to chase down. More confidence in your workflow.
- For Adopters: No confusion, just a clear path from payment to confirmation.
How It Works (Quick View)
This applies when using “Process Adoption on this Device” in AME.
Behind the scenes:
- Checkout opens in the same browser tab
- After payment, adopter clicks “Back to AME”
- AME shows the Adoption Details page with a confirmation modal for staff
- Staff completes the process with one final click
Simple, fast, and built to prevent lost adoptions.
▶️ Watch the feature in action
Part of a Bigger Mission
This update is part of PetSmart’s and PetLoyalty's ongoing mission to remove friction from the adoption journey — for shelters, adopters, and pets alike.