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Membership Overview
This document provides an overview of how to activate, create, sell, redeem, and monitor memberships, with links to detailed guides for each step.
Activate Memberships on your platform:
Membership Setup:
How to create a Membership Product to sell
Set Membership Pause Restrictions
How to Create an Adhoc Membership Fee
Create Membership Pause and Cancellation Reasons
Create Linked Discounts for the Membership:
Memberships can include two types of linked discounts: one for POS and one for online purchases, which must be created separately. New or updated discounts will apply to existing members, so proceed carefully when making changes.
After creating the relevant discounts in Operations > Discounts, link them to the membership by scrolling to Linked Discounts, selecting the applicable discounts from the list, and clicking SAVE.
How to create a POS Discount for Memberships
How to create an ONLINE Discount for Memberships
For specific examples of discounts you can create, refer to these simple guides:
Create a single use 10% Birthday Party Discount for Members
Create a 10% Food and Beverage Discount for Members
Create Linked Vouchers for the Membership:
Memberships may include session vouchers, essentially multi-visit passes. These can be customised, offering options like a set number of sessions, unlimited off-peak access, one free session per day, etc. All are valid only if the customer holds an active membership during the booking period.
Newly added or changed linked vouchers apply only to future membership purchases, not to existing members.
After creating the relevant discounts in Operations > Session Vouchers, link them to the membership by scrolling to Linked Vouchers, selecting the applicable vouchers from the list, and clicking SAVE.
How to create Membership Benefits with Linked Vouchers
For specific examples of session vouchers you can create, refer to these simple guides:
Create an Unlimited Weekend Play Session Voucher for Memberships
Create a 1 hour Weekly Session Voucher for Memberships
Create Linked Facilities for the Membership:
Facilities exclusive to members can be created and displayed online with a lock icon. Only members can access these, ideal for restricted classes or limited-availability sessions.
After creating the relevant member facilities in Operations > Facilities, link them to the membership by scrolling to Linked Facilities, selecting the applicable member-only facilities from the list, and clicking SAVE.
How to create Membership Benefits with Linked Facilities
For specific examples of linked facilities you can create, refer to these simple guides:
Create a Weekly Class for Members
Test the Membership Product:
It is essential to thoroughly test your membership product before selling to ensure all features and benefits function as intended, preventing potential issues and ensuring a seamless experience for customers. Double-check that all terms and conditions are clearly outlined and easily accessible for clients to review. Since they are entering into a contract, transparency is crucial for both their understanding and the business’s protection.
Purchase a membership with a credit card:
Customers can purchase a membership online, through admin, or at the POS. On the payment page, personal details for the membership can be added. If the purchaser is also the beneficiary, this can be specified by checking a box; otherwise, the beneficiary’s details can be entered separately. Credit card details are securely stored for future payments.
How to Purchase a Membership Online
Purchase a membership with an application form and direct debit (only supported through Merchant Warrior):
How to Purchase a Membership using an Application Form (document not ready)
Multiple Memberships:
A parent or guardian can purchase and manage multiple memberships under their account, with each membership assigned to a different minor.
Redeem a membership:
To access free or discounted sessions, customers must book online using their membership number as a personal code. These sessions can also be processed via POS if needed. Additionally, food and beverage discounts included in the membership can be redeemed at the POS.
How to redeem membership benefits online
How to redeem membership benefits in the back office (Admin)
How to apply a Membership Session discount in POS
How will the customer monitor their membership:
Create an Online Customer Portal
How a Customer can Update their Credit Card Details for a Membership
How a Customer can Upload their Membership Photo
How a Customer can Book a Membership Class
How a Customer can Change a Booking
Pause a Membership via the Customer Portal
Cancel a Membership via the Customer Portal
Managing Memberships:
When a membership is purchased, an order is created which includes all membership details. Within the order, the beneficiary of the membership can be assigned, and the membership can be cancelled, paused with an automatic resume date, or modified with ad-hoc fees. Payment due is calculated considering pause periods, declined payments and ad-hoc fees.
How to Access a Customers Membership Order
How to Upload a Customers Photo Identification in the Back Office (Admin)
How to Pause a Customers Membership in the Back Office (Admin)
How to Cancel a Customers Membership in the Back Office (Admin)
How to Update Customer Payment Details for a Membership in the Back Office (Admin)
Membership Status:
How Is a Membership's End Date Determined?
What Happens when a Membership is Paused
What Happens when a Membership is Cancelled
Reinstate a Cancelled Membership
Recurring Payments:
Recurring payments can be made via direct debit (supported exclusively through Merchant Warrior) or through a stored credit card token. The customer does not have a choice; the payment method is determined by how the system is set up. Customers receive a confirmation email or SMS upon successful payment. For failed payments, an email or SMS notifies them of a retry in 1-2 days. A second failure triggers another notification, and the amount is added to the next payment attempt. If a failed payment fee has been created, it will also be included in the next payment.
Membership Reporting:
Membership Details Report
This report provides comprehensive membership details, including status, pauses, timelines, and member or guardian information. It is useful for managing memberships, tracking payments, and analysing member activity, with filtering options for targeted reporting.
Membership Failed Payments
This report details failed membership payments, including reasons and payment data. It can be used by finance or customer support teams to identify issues, follow up with customers, and manage payment recovery.
Membership Payments
This report tracks membership payment transactions, including details such as order ID, location, member number, transaction status, and payment timestamps. It also provides settlement dates and payment amounts. The report can be used to monitor processed payments, track payment timelines, and ensure financial accuracy for memberships.
Membership Products
This report provides detailed insights into membership products, including product ID, name, category, and payment configurations. It highlights minimum and maximum payment requirements, payment frequency, and type. Additionally, it tracks processing rules, stop-sell status, and archival status. Financial data such as payment amounts and registration fees are included, along with membership and order counts. This report can be used to analyse membership product offerings, manage payment schedules, and evaluate product performance.