Trident1POS Customer Service

Membership Statuses Navigation

Overview

This article is meant to inform the user on how to navigate the various membership statuses.

Process

Types of Membership Statuses

There are five membership statuses:

  • Active

  • Hold

  • Inactive

  • Cancelled

  • Terminated

Active

After you ring up a membership package to a customer and there is a successful transaction, their membership status will be set to ‘Active’.

Ideally, you want all of your memberships in an active status.  Active status lets us know that they have an active, live membership, and they are expected to enjoy all discounts and benefits related to the membership as defined by the membership package.

Hold

The ‘Hold’ status is utilized when you would like to temporarily suspend a membership from billing.  Note that whenever you suspend them from billing, they will additionally not receive discounts and benefits related to the membership while they are in this status.

To place a membership on hold:

  1. Navigate to the customer’s membership by clicking the Memberships menu

  2. Search for the customer or click Show All to see all memberships

  3. Click the Membership Number of the customer record

  4. Click Edit at the top-right

  5. Switch the status to Hold

  6. Click Save

Hold in Monthly

Whenever a membership is placed on hold on a Monthly Plan:

  • They will not be charged during the time they are on hold

  • No time will be added to their membership

  • The billing date does not change

After the customer gets released off hold, they will be expected to be charged on the next billing date.

Scenario: Alberto Sorriano has a membership at Johns Gun Shop.  This membership is the Standard Silver Individual Monthly and is bought on March 12th, 2020 with a duration of twelve months, billed monthly on the 12th date and is non-auto renewed so will expire on March 12th, 2021.  Alberto leaves to go visit his extended family in Italy and must be away and will not be utilizing his Membership while he’s away for two months so would like to put a Hold on his Membership.  Johns Gun Shop places a Hold on Alberto’s membership on June 6th, 2020 to August 6th, 2020.  Whenever Alberto unfreezes his membership on August 6th, his next billing date will be on August 12th, 2020 in accordance with his original billing date.  His membership still ends on March 6th, 2021.

Hold in Annual

When a customer buys an annual membership, it is expected they pay all of their money upfront so the days are already paid for so they will need to be modified whenever they are on hold.

Whenever a membership is placed on hold on an annual plan:

  • They will not be charged during the time they are on hold

  • The billing date does not change

  • Time will be calculated by the time they are placed on hold and added to the end of their membership

Scenario: Jennifer Smith has a membership at Oceans 12 Armory.  This membership is the Standard Silver Individual Annual which was bought on August 27th, 2020 with a duration of twelve months and will expire on August 27th, 2021.  Jennifer undergoes eye surgery and will be unable to utilize her range benefits from November 14th, 2020 to December 27th, 2020 and would like to be placed on hold.  The business places her on hold and resume her membership on December 27th, 2020.  Her membership was placed on hold for approximately forty-three days. Being that her membership was placed on hold for forty-three days, the system will now add forty-three days to the end of her membership thus modifying the expiration of her membership from August 27th, 2021 to October 9th, 2021.

Inactive

The Inactive status is a system generated only status whenever we are unable to capture payment from the member.

To verify the payment has failed, scroll down and expand the Payment Logs section to display the decline.

Update Card on File

Scenario: Dillard Garland’s membership has become inactive due to missing multiple payments due to a card change and just now noticed that his membership is inactive.  He’s contacting you to update his card on file and get his membership caught up.

1. Navigate to the customer’s membership by clicking the Memberships menu

2. Search for the customer or click Show All to see all memberships

3. Click the Membership Number of the customer record

4. Click on Manage Card on File

5. Expand the Recurring Billing Schedule

6. Click on Pay Recurring

Trident1 will automatically create a sales order for the last monthly payment that was missed.

Due to Lack of Funds

Scenario: Billy Gray is between paydays and his monthly recurring date is on the 12th but he doesn’t have the funds until the 15th, he calls you to rectify the situation.

1. Navigate to the Membership on the 15th

2. Expand the Recurring Billing Schedule

3. Click Pay Recurring

Trident1 will automatically create a sales order for the last monthly payment that was missed.

Cancelled

The ‘Cancelled’ status is a system-generated status that occurs upon expiration of the membership.

The user will have the ability to renew the package by clicking the Renew Package button

Terminated

The ‘Terminated’ status is a user-generated status that occurs upon the termination of a customer’s membership.

The user does not have the ability to renew the package with this status, and you will need to ring up the customer once again with a package added if they would like to reactivate.

 

Trident1POS Customer Service