Configure online accounts in progressive checkouts (BETA)

Give your guests a convenient and personalized way to manage and redeem their passes, memberships and gift cards, by enabling online accounts in your progressive checkouts.

Using ROLLER’s online accounts feature, you can reduce operating costs and save your venue time, as guests now have the option to view their passes, memberships and giftcards all in one place, as well as being able to upgrade and reactivate their memberships, manage their bookings and more!

This article will walk through how you can enable and configure online accounts from Venue Manager.

When to use

Online accounts are a great option if you want to:

• Give your guests control over their own bookings.
• Reduce the time your staff and guests spend on the phone confirming booking details.
• Reduce operating costs by moving to a lower-touch customer service model.

How it works

1. Enable online accounts from Venue Manager.
2. Choose a primary checkout as a default, for when guests are directed to a checkout to renew a membership or manage a booking.
3. Set booking management rules. For example, configure “lock out” periods for removing items from a booking.
4. Set up any product-specific booking management rules for your venue. For example, configure “lock out” periods for making changes to party packages.
5. Configure and manage how refunds will work.

Enable online accounts

To enable online accounts in your progressive checkouts, follow the steps below.

1. From Venue Manager, go to Apps > Progressive checkout > Settings.
2. Select the Online accounts tab.
3. Select Enable online accounts.
4. Select your Primary checkout. This is the checkout your guests will be taken to when they want to renew or redeem a membership.

This feature is a global checkout setting, and once enabled will be available in all your progressive checkouts.

When this feature is enabled:

• Guests can create an online account with your venue.
• Guests can log in securely using email, mobile or their preferred social account.
• Guests can view their passes, memberships and gift cards in one place, and quickly and seamlessly redeem online and at POS.
• Guests can quickly and conveniently manage their memberships and bookings. For example, they can upgrade their memberships from their online account, or change the date and time of their session passes.

Allow guests to manage their own bookings

Give your guests the ability to manage their own bookings via their online account, by configuring booking management rules with parameters set by your venue.

From the Online accounts tab, you can configure the following rules:

• Allow guests to re-schedule bookings: When this option is selected, you can specify how long before a booking your guests are able to make rescheduling changes.
  For example, you may allow guests to reschedule up to 1 day before the booking date. You can also set this block-out period in the number of hours before a booking, by selecting the drop down and changing from days to hours.
  
  
• Allow guests to add products & tickets to bookings: When this option is selected, you can specify how long before a booking your guests are able to add more tickets or additional products to that booking.
  For example, you may allow guests to add additional products and tickets to their booking up to 1 day before the booking date. You can also set this block-out period in the number of hours before a booking, by selecting the drop down and changing from days to hours.
  
  
• Allow guests to remove products from bookings: When this option is selected, you can specify how long before a booking your guests are able to remove tickets and add-ons from that booking.
  For example, you may allow guests to remove products from their booking up to 1 day before the booking date. You can also set this block-out period in the number of hours before a booking, by selecting the drop down and changing from days to hours.

These rules (and the product-specific ones outlined below) are a global checkout setting, and once enabled will be applied in all your progressive checkouts.

Product-specific booking management rules

You may also want to create custom booking management rules for specific products. For example, you may need more time to accommodate changes to specific passes. In which case, a custom rule that limits how close to a session date/time guests can reschedule or add and remove products might be necessary.

ROLLER gives you the option to create booking management rules for specific products, and these rules will override any default rules that have been configured.

To set product-specific booking management rules from the Online accounts tab, follow the steps below.

1. From the Advanced rules section, select Add rule.
2. From the right-hand panel, select the product/s you’d like to create the rule for.
3. Configure your parameters:
   • Allow guests to re-schedule bookings
   • Allow guests to add products & tickets to bookings
   • Allow guests to remove products from bookings
4. Once you’ve set your parameters, select Add rule.

Rules and exceptions for booking management

There are some rules and exceptions that are always in effect for booking management. These have been outlined below.

Manage credit and refunds

When guests make changes to their bookings, for example, they remove a product, you may have a scenario where guests require a refund as the change has resulted in credit owing to the guest.

From the Online accounts tab, you can configure how you want your checkouts to manage credit and refunds by following the steps below.

1. From the Allow credit owing section, set a Maximum credit owing amount in the space provided. This restricts how much credit can be owed to a guest before they’re allowed to check out.
   If you don’t want to allow any credit owing, keep the maximum credit amount at $0.00.
2. Include your Refund policy message.
   This message is important because ROLLER does not issue refunds via online accounts. You can use this space to let guests know what your venue’s policy is if overpayment occurs (credit is owed to the guest). You can override the default message by adding in wording of your own.

Learn more

• Manage your online accounts
• Personalize your guest experience with online accounts
• Encourage guests to self-serve membership upgrades and renewals
• Encourage guests to manage their own bookings from their online accounts