Summary
Certain memberships, such as Student or Concession types, require customers to upload an Eligibility Document as proof that they meet the criteria. If a customer fails to provide valid proof within the time frame specified in your Membership Settings, or if the document is rejected, the membership will be moved to Suspended status.
FOH staff can reactivate the membership for the customer if they're happy that the eligibility proof document was provided.
You first need to contact OpenPlay to enable this feature for you. You can do so by submitting a request via Zendesk.
Once enabled, you can configure the following Membership debt settings:
- Allow to pay off debt in FOH
- Allow to pay off debt when adding a new instruction
- Create Debt from old pending payments
- Display debt banner
You will also need to update the role permissions for your staff members within the Memberships module. This is unticked by default.
Step-by-Step Guide
1. Access the Front of House Module
- From the Home Page, navigate to the Front of House Module.
3. Navigate to the Membership Tab
- Open the Customer Record.
- Click on the Membership tab to view their memberships.
4. Manage the Suspended Membership
- Locate the Suspended Membership in the list.
- Click Manage Membership for the specific membership.
5. Resolve Eligibility Suspension
- On the right-hand side, click Resolve Eligibility Suspension.
- Complete the required fields:
- Document Type: Select the type of document provided (e.g., Student ID, Concession Proof).
- Expiry Date: Enter the expiry date of the provided document.
- Select an action to resolve the Membership debt.
- Defer until Next Payment (debt will be collected on their next billing date)
- Void with Credit
- Pay at FOH (immediate payment)
- Tick the checkbox to confirm that you have reviewed and approved the customer's eligibility document.
6. Reactivate the Membership
- Click Reactivate Membership to finalise the process.
Confirmation
- A pop-up message will confirm that the suspension has been resolved.
- The membership status will change to Active.
By following this guide, your FOH staff can efficiently reactivate suspended memberships, ensuring customers regain access without unnecessary delays. If you encounter any issues, consult your support team.