Introduction
The Pause Membership function within the Membership tab of the member’s record provides flexibility for applying temporary pauses to an active membership.
The pause configuration dialog is accessed by clicking the “Pause” button, and selecting “Pause membership” from the options.
Pause Configuration
When you select to pause a membership, the Pause Configuration dialog box is display. This is as shown below.
As Quoox supports “layered memberships” (multiple, simultaneous memberships), the name of the membership selected is shown for avoidance of doubt.
A membership may either be paused immediately, or from a date in the future. Date fields are provided to enable you to indicate the date you wish the pause the start, and the date upon which the pause should end. “Quick complete” buttons are provided for common pause periods.
When configuring a membership pause, you should enter the reason for it. This is recorded as a private note on the member’s record, so that you may reference it in the future.
Several checkboxes are provided to enable you to select the actions you wish to undertake at the time the pause commences:
- Cancel existing bookings during the pause period
If you select this checkbox, when the pause period commences, any existing bookings that occur during the pause period and that have been created under this membership are cancelled. The credits for these memberships are refunded to the member. - Delay existing nurture programs assigned by this membership
If you select this checkbox, when the pause period commences, any nurture programs assigned by this membership are delayed by the number of days equal to the total pause period. - Delay existing nuture programs assigned ad hoc
If you select this checkbox, when the pause period commences, and nuture programs that have been assigned to this member on an ad hoc basis (or by any means other than assignment against the membership) are delayed by the number of days equal to the total pause period. - Extend the membership end date
If the membership is not auto-renewing, checking this box will extend the membership term by the number of days equal to the total pause period.
Clicking Save will close the pause dialog.
If you have selected an immediate start to the pause, the pause will be processed immediately and the membership tab will be updated with the revised information.
A note will be added to the Documents tab of the member record, providing information about the pause and the resulting calculations.
Calculations
When the pause period for a membership starts, a number of calculations are made in relation to credits and payments (where applicable).
IT IS IMPORTANT THAT YOU REVIEW AND AMEND CREDITS & PAYMENTS TO FIT YOUR BUSINESS POLICY
In relation to credits, when a pause commences:
- Existing and current credit packs allocated by the membership are split.
- The credits that have been used, form the first split. The valid to date is set to the pause start date. These credits are no longer valid.
- The remaining credits form the second split. These become valid from the date the pause ends and are valid for the period that remained on the original credit pack at the point at which the pause was started.
- Subsequent credit packs allocated by the membership are moved by the pause period.
- The “credit next issue” date is revised.
- The number of credits allocated to a member is not revised.
Note: Pausing a membership will move the credit issue date, and will revise the credit cycle for this member’s membership.
In relation to payments, when a pause commences:
- The forthcoming payments for the membership are revised. If no future payments were due, this remains the case.
- If, once started, the pause period ends prior to the next scheduled payment:
- The next payment is reduced in price (on a pro-rated basis) to cover the pause period.
- If, once started, the pause period ends after the next scheduled payment:
- Payments are suspended until after the membership pause ends.
- Upon the date of the membership pause ending, a payment becomes due for the pro-rated amount calculated as falling due between the pause end date and the subsequent scheduled payment. If the payment period is fixed (I.e. every month on 1st) then the payment plan remains in alignment. If the payment period is dynamic (I.e. on the anniversary of every month) then the member’s recurring payment date for that membership is moved.
To handle the payment adjustments, Quoox may create one or more “scheduled cost adjustments” for the membership. Any amendment to or removal of these will adjust the payment sequence.
Several methods are used to calculate any pro-rated amounts:
- If the membership period is of fixed length with no future payment, the amount is calculated by determining a daily rate from the recurring cost and the fixed period.
- If the membership payment period is monthly, the amount is calculated by determining a daily rate – taking the recurring cost, multiplying it by 12, and dividing it by 365.
- If the membership payment period is something other than monthly, the amount is calculating by determining a daily rate – taking the recurring cost, and dividing it by the number of days determined to exist in the next payment period.
Editing a paused membership
If you have configured a membership pause to commence in the future, you can amend (or cancel) the pause by clicking the Pause button and then selecting Revise pending pause.
When you adjust a membership that is already paused, you can only move the pause end date. Doing so will cause the future credits and payments to be revised in accordance with the new pause period.
To cancel a pending pause, click the Delete button.
Unpausing a membership
To unpause a membership with immediate effect, select the Unpause Membership option from the Pause dropdown.
At this point, deferred future credits will be adjusted to become valid immediately and next payment points will be adjusted.
It is possible that a payment may become due and be queued for immediate payment.
Triggers
For those on Quoox Ultimate, four triggers are provided in relation to membership pausing:
- Membership Pause Commencing
- Membership Paused Starting
- Membership Pause Ending
- Membership Pause Ended
These provide additional control and flexibility with regards to actions that occur on or around a given membership pause.
System Alerts
When a membership pause commences, a system alert is raised for information. This alert is skipped if the pause is configured to start immediately.
When a membership pause ends, a further system alert is raised for information.
Reports and indicators
Two reports are available in relation to membership pauses:
- Memberships > Current Paused Memberships
- Memberships > Forthcoming Paused Memberships
When a member’s membership is paused, this is indicated on the member listing (by a pause symbol), the members summary page (by a pause symbol), or the member’s membership tab (lozenge with pause end date shown)
Dynamic Member Groups
A criteria is provided as part of the configuration of Dynamic Member Groups to include/exclude members with an actively paused membership.
Notes
- It is not possible to pause a membership that has been marked for cancellation.
- Memberships paused prior to 23/10/2024 were processed using our legacy pause function. They will not be tagged, will not appear in reports, and will not cause any triggers to fire.
- If your member has a “layered membership” (I.e. multiple memberships) and you are pausing more than one, only select to delay the ad hoc nurture elements on one of the memberships. If you select this option on more than one membership that you delay for the same member, the nurture elements will be delayed by more than multiple of the delay period – delaying the nurture elements longer than you likely intend.
