ROLLER automatically handles the periodical payments for recurring memberships. This includes 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
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
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 their recurring membership when completing their purchase online or at POS.
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 for a membership, follow the steps below.
- From Venue Manager, find and open the booking with the recurring payment membership.
- Select the Payments tab and select Update payment details.
- Update the card details and then click Update payment method once complete.
Apply and 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. You can also adjust or void credit up until the date the credit is applied.
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
From Venue Manager, find and open the booking with the recurring membership that has credit applied.
- The Activity stream will display credit created, edited or voided.
- Select the Payments tab and details of the 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.
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
Recurring payment fails - 1st attempt
First retry - 2nd attempt
Second retry - 3rd attempt
Third retry - 4th attempt
Fourth and final retry - 5th attempt
To learn more about the membership lifecycle read the article on Membership status.