ROLLER automatically handles the periodical payments for recurring memberships, including dunning, which is the process of recovering failed subscription payments to maximize revenue and prevent involuntary membership churn. This article shows you how to manage payments for recurring memberships.
How it works
ROLLER's membership functionality allows you to sell recurring membership in ROLLER POS or add the product to online checkouts for guests to purchase on their own.
Staff role permission
In order to manage recurring memberships, including application of credits and cancelling memberships, a staff member requires the Can manage memberships role permission. This permission is by default for administrator and manager roles. Find more information on staff roles and permissions.
Membership payment
When a guest purchases a membership, two things happen:
- A guest is sent two emails: Order confirmation and Membership details email.
- Their guest Membership status is set to Current.
The payment schedule (weekly, monthly, yearly) for recurring memberships is defined in the membership product and payments are automatically charged. Guests can select the start date for the recurring membership when completing their purchase online or in POS.
Renewal process
Recurring memberships can run indefinitely or for a fixed period of time. After a guest's recurring membership has expired or been terminated, the guest can purchase a new recurring membership. This creates a new recurring membership payment schedule.
Update membership payment details in Venue Manager
To update the payment details of a membership:
- From Venue Manager, find and open the booking with the recurring payment membership.
- Click the Payments tab and select Update payment details.
- Update the card details then click Update payment method once complete.
For more information on updating payment details, including updating in POS, see Updating recurring membership credit cards.
Manage credit for recurring memberships
You can add credit to a recurring membership to reward or retain valuable guests. Credit is applied as a discount and the future recurring payment is adjusted accordingly.
Issue credit
- From Venue Manager, find and open the booking with the recurring payment membership.
- Click the Items tab > click the options menu (3 dots) next to the recurring membership, select Issue membership credit to open a pop-up modal.
- Choose the amount of credit to apply:
- To apply a credit equal to 1 billing period, tick the checkbox 1 billing period.
- Alternatively, enter a custom amount in the Credit amount text box.
- Add Notes to explain the reason for issuing credit.
- Once done, click Issue credit.
Adjust or void credit
Credit applied to a membership can be edited until the date they are applied.
- In Venue Manager, find and open the booking with the credit applied to the recurring membership.
- Click on the Payments tab. Credits applied to the recurring membership will be displayed.
- Click on the options menu (3 dots on the right hand side of the credit you wish to edit).
- Select Edit credit to open a pop-up modal and adjust the credit amount or notes.
- Select Void credit to delete credit.
Any adjustments to credit are recorded in the activity stream of the booking.
View membership credit
You can view any credit issued to a guest from the booking details page, membership credit report or using our API's.
View credit in booking
In Venue Manager, find and open the booking with the credit applied to the recurring payment membership.
- Activity stream will display credit created, edited or voided.
- Click on the Payments tab. Detail of credit applied to memberships in the booking will be displayed here.
View credit in Membership Credits Report
Refer to the How to use Guest reports article to learn more about the Membership Credits Report.
Data API
For information on accessing membership data via our API, refer to API Overview and Data API.
Cancel a recurring membership

Schedule cancellation
- From Venue Manager, find and open the booking with the recurring payment membership.
- Select the Items tab.
- For the recurring membership, select the options menu (3 dots).
- Select Cancel membership to open a pop-up.
- If there are multiple recurring memberships in the booking, select the membership(s) you wish to cancel, then click Next.
- By default, the cancellation will end the recurring membership at the end of the current billing period. The date of cancellation will be displayed. To cancel the membership at the end of a future billing period:
- Untick the checkbox End of current billing period
- Select the date drop-down to choose from the list of available cancellation dates.
- Add Notes to describe the reason for the cancellation.
- When complete, click Cancel membership.
The status of the recurring membership will change to Pending cancellation until the cancellation takes effect. On the scheduled cancellation date all payments and membership benefits will cease and membership status will change to Terminated.
For example, a monthly recurring membership product was purchased on March 1st.
- On June 21st, the membership is scheduled to be cancelled on August 1st.
- On July 1st, the membership payment will be automatically made, and member benefits will continue as per usual.
- On August 1st, membership payments and benefits will be stopped.
Reactivate memberships pending cancellation
You can reactivate recurring payment memberships which are pending cancellation.
- From Venue Manager, find and open the booking with the recurring membership that you have scheduled to cancel.
- Select the Items tab.
- Select the options menu (3 dots) for the membership, then select Reactivate membership.
Update recurring membership credit card details
You can easily update recurring membership credit card details at POS and from Venue Manager. Refer to the guide Update recurring membership credit cards
Manage failed membership payments
If a member's recurring payment fails, ROLLER will attempt to collect the payment from the member by following an automatic 5-step dunning process described below and will send the member emails with notifications of failed payment.
ROLLER 5-step dunning process
Step 1 |
Recurring payment fails - 1st attempt
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Step 2 |
First retry - 2nd attempt
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Step 3 |
Second retry - 3rd attempt
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Step 4 |
Third retry - 4th attempt
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Step 5 |
Fourth and final retry - 5th attempt
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To learn more about the membership lifecycle read the article on Membership status.