Summary
This guide explains how to change a membership that is currently suspended for a customer at the Front of House (FOH).
Memberships typically become suspended when customers fail to upload their eligibility document in the time window configured with the setting 'Days after a membership is created in which a customer should upload the relative eligibility document'.
Currently, you can cannot reactivate a suspended membership but you can change it to a different membership.
Important Notes
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Membership Type Rules:
- You cannot change a suspended membership to the same one. It must be a different membership.
- Changes are limited by payment type:
- Recurring (monthly paid) memberships can only be switched to other recurring memberships.
- Fixed (paid-in-full) memberships can only be switched to another fixed membership of the same duration.
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Custom Questions:
- If the new membership type requires additional information (e.g., eligibility documents), the customer will need to answer these questions before the change is finalized.
Step-by-Step Guide
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Navigate to the Memberships Tab
- Go to the Memberships section within the customer’s account.
- Go to the Memberships section within the customer’s account.
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Select the Suspended Membership
- Identify the suspended membership you wish to change.
- Click 'Manage Membership' for that membership.
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Initiate Membership Change
- Click on the 'Change Membership' button.
- Click on the 'Change Membership' button.
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Choose a New Membership
- Select the new membership you wish to switch to.
- Set the Start Date for the new membership.
- Click 'Change to This Membership' to proceed.
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Confirm Membership Change
- Review the details of the change and click 'Confirm Membership Change'.
- If the new membership requires answering custom questions (e.g., eligibility criteria), complete this step first.
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Process Payment (If Applicable)
- If there is a membership change fee, collect the payment from the customer to finalize the change.
- If there is a membership change fee, collect the payment from the customer to finalize the change.
Tips for a Smooth Process
- Verify Details: Ensure that the new membership meets the customer’s requirements, including price, duration, and eligibility.
- Check Eligibility: If the new membership requires supporting documentation (e.g., proof of student status or residency), ensure the customer provides this.
- Explain Payment Adjustments: If applicable, clarify any pro-rata charges, credits, or fees involved in the membership change.
By following these steps, you can efficiently change a suspended membership for a customer while ensuring the correct procedures and requirements are met.