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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:
Create a Membership Product to Sell
Set Membership Pause Restrictions
Create an Adhoc Membership Fee
Create a Declined Membership Payment Fee
Create Membership Pause and Cancellation Reasons
System Settings Relevant to Memberships
Create Linked Discounts for the Membership:
Create a Discount for Memberships
Create Membership Benefits with Discounts
For specific examples of discounts you can create, refer to these simple guides:
Create a 10% Single-Use Birthday Party Discount for Members
Create a 10% POS-Only Food & Beverage Discount for Members
Create a 20% Weekend-Only Facility Discount for Members
Create Linked Vouchers for the Membership:
Create a Session Voucher for Memberships
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:
Create a Linked Facility for Memberships
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.
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.
Redeem membership benefits online
Redeem membership benefits in the back office (Admin)
Apply a Membership Session discount in POS
How will the customer monitor their membership:
Create an Online Customer Portal
Update Credit Card Details via the Customer Portal
Upload a Photo via the Customer Portal
Book a Membership Class via the Customer Portal
Change a Booking via the Customer Portal
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.
Access a Customers Membership Order
Upload a Customers Photo Identification in the Back Office (Admin)
Pause a Customers Membership in the Back Office (Admin)
Cancel a Customers Membership in the Back Office (Admin)
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 & Membership Suspension:
Recurring payments are processed via direct debit (currently only through Merchant Warrior) or a stored credit card token, based on how your system is configured. Customers cannot choose the method.
Customers receive a confirmation email or SMS for successful payments. If a payment fails, they’re notified and informed that a retry will occur in 1–2 days. A second failure sends another alert, and the outstanding amount—along with any configured failed payment fee—is added to the next attempt.
You can configure the system to automatically suspend memberships after a set number of failed attempts (e.g., 2). Suspended members lose access to benefits until a payment is successful.
Once payment goes through, the membership is automatically reactivated.
Automated Payment SMS Notifications
Automatically Suspend a Membership
Other Functionality Relevant to Memberships:
Utilising Future Date Prompts for Facility Bookings is a feature that encourages customers to book upcoming sessions while making a current booking. Although not exclusive to memberships, it’s especially helpful when used with them—for example, in term-based classes. When a member books a session using their membership benefits, the system suggests future dates they may want to book. Customers can quickly accept or decline these suggestions, helping them secure multiple sessions more efficiently.
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.