This article will guide you through troubleshooting client's Membership Status and finding the reasoning behind profiles showing as Prospects or Inactive Members.
1. Check The Type Of Sales Package
Within ClubReady, Membership Status will only update when clients purchase Membership packages. With this being the case, you will want to ensure that the package being purchased is properly set to the Membership package type.
To locate this setting, navigate to Setup > Sales > Sales Packages.
From here, locate your package and look at the icon indicator located directly to the left of the name of your sales package.
M - displays for Membership packages
S - displays for Services packages
M+ - will display for Membership Add On packages
2. Check The Customer's Membership Expiration Status
To view and / or adjust Membership Status, navigate to Members > Lookup the Member > All Details.
From here, you will see the current Status located under the client's profile picture. If the client is no longer an Active Member, the Status will populate as Membership Ended, followed by the date that the membership had ended.
3. Check Your Sales Settings
Within the Sales Settings, you will be able to set the Membership Expiration For Month - Month to either Extend With Payments or Extend With Invoice Creation.
To locate this setting, navigate to Setup > Sales > Sales Settings > General Tab > Membership Expiration For Month - Month.
If you have selected the Extend With Payments option, navigate to Prospects / Members > Agreements > Full Details > Invoices. From here, verify that the client has paid their most recent Membership Invoice
and is not showing as Past Due. If the client did not pay a Membership Invoice within the amount of the time that the Package Duration is set for, this will cause the client to go Inactive.
4. Merging Profiles
When clients have multiple profiles within the system, you may want to Merge the profiles. When completing this, it is important to start the merging process within the profile you are wanting to keep.
For example, if you have a Prospect and Member profile and want to keep the Member, navigate to Members > Lookup the member > All Details > General Tab > Merge Another User With This User. If the process is performed incorrectly, we will be unable to reverse the Merge.
If profiles are merged incorrectly, the resolution will be to navigate to Prospects / Members > Lookup the Profile > All Details > Edit Pencil next to Status.
Once you are on the Edit Membership Status page, adjust the Member Since Date and the Membership Expiration Date to reflect the member's active agreement.
Convert Back To Prospect - It is possible for a staff to have manually selected to convert the member to a prospect.
Requirements - A 'Master Admin' login or a staff login with the following permissions.
- Club Setup: Can access Setup
- Club Setup: Can access sales packages setup
- Club Setup: Can access sales settings
- Prospect Management: Can access prospects lookup
- Member Management: Can access client options