Membership Renewal Changes (ANNUAL)
This is only being used for annually paid memberships (this are members who purchased the membership for an entire year)
Please make sure to have the customer go through the cancelation email process or the manual process first before going through a resolution for us to be able to have data compiled. Once the cancelation has been confirmed we can then proceed with the following resolutions below.
Pre-Renewal Cancelation
If cancelation needs to be done manually,
Add to offer to discount renewal of annual term but notify them that you will be closing the auto-renewal for the next annual term.
(purpose for this is to avoid pending the cancelation for the customer's response, some customers do not respond timely and notify close to the renewal date, especially on emails)
Post-Renewal Cancelation
Things to consider
- Please review the following before responding to the customer in regards to cancelation and refund, always make sure to offer future discounts for the customers
- It is important to address the manner of the cancelation requested by the customer, if they did not request a refund, return, void, or credit, do not mention the refund and advise the cancelation.
How appointment was paid for (tech or customer)
- Tech app payments are automatically refunded and membership canceled
- Payment link (move to the next information for consideration)
The previous experience of the customer (bad or good)
- Customer who previously posted or had a bad experience (Refund & Cancel)
Incorrect email address
- Incorrect email address (Refund & Cancel)
Date customer requested for the cancelation
- If the customer had previously requested a cancelation that did not occur (Refund & Cancel)
- If the customer requests a refund and cancelation on the date of the renewal for up to 45 days (Refund & Cancel)
Do not refund if it falls under the following and only cancel the auto-renewal
1. If the customer disputed the renewal cost with their banks (The dispute has to be dropped to avoid us refunding twice)
2. If the customer requested a refund of the renewal 45 days after the renewal date
3. If the customer has used the membership after the renewal period (this will be a case-to-case basis)
Important
- A reactive decline in the annual membership renewals is no longer allowed until all considerations are made.