Renewals

caution

Please note this is the contact version of Membri 365. If your main records are accounts, click here

Renewal notices contain information similar to that found in the subscription, but they are two different entities. The renewal notice does not define a contact's subscription. It is used to confirm that a business wishes to re-register with the organization after its current membership has ended, or to make changes upon renewal.

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1. Understanding the renewal process
2. Follow up on renewal notices
3. Track renewal invoices

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1. Understand the renewal process

In order to be effective during the renewal period, you first need to know how the renewals are configured in your organization's Membri 365 environment.

Types of configurations	Description
Renewal Notice	The system automatically sends a renewal notice. If the notice is accepted, the system sends an invoice and the organization can then pay its membership fee. We can see that a contact will receive a renewal notice if the Automatic renewal (2) field in the Subscription (1) tab of the contact card indicates No. If your organization is sending notices, you will need to do the follow up renewal notices before the one on invoices
Invoice	The system automatically sends a renewal invoice. The organization can directly pay its membership fee. We can see that a contact will receive an invoice if the Automatic renewal (2) field in the Subscription (1) tab of the contact card indicates Yes. In this case you will only do the follow up of renewal invoices
Mixed	Not all subscription option sets have the same type of renewal configurations. It will then be necessary to adjust according to the configurations of the different types of subscription. For example, you might not send renewal notices to your partners, but regular members do.

2. Follow up on renewal notices

This section brings together all the processes that allow you to understand and follow up on renewal notices.

Differentiate the renewal notice and the membership fee

Renewals contain similar information to membership fees, but they are two different entities.

Renewal does not define the contact's subscription. It is used to confirm that a business wishes to re-subscribe to your organization after its current membership ends, or to make changes upon renewal. It must be approved or denied.

The subscription contains all the information related to a member's current subscription. The membership fee is generated when the renewal is accepted and becomes active when the member's subscription is paid and the old membership fee ends.

Access a renewal notice

The renewal notice is sent to a contact whose subscription is about to expire. The renewal is linked to a contact's subscription. It is therefore possible to consult it directly in the Subscription tab (1) of a contact file and to select the renewal sent just above the contributions (2).

Otherwise, it is possible to access a notice by selecting it from one of the dashboards related to renewals.(3)

In addition, it is possible to see the attachment of the renewal notice that was sent to a contact through the Timeline in the contact card in question. Select the attachment to view a pdf format.(4)

Understanding the status of a renewal

Statutes	Definition
Sent	The renewal was sent to the member by email. Members have the option of accepting it or requesting changes to their membership fees. This status therefore indicates that it is necessary to wait for the contacted members to take an action. However, Membri 365 allows you to send reminder emails automatically or manually to contacts who have received their renewal for a certain number of days.
Change request	This status indicates that the member wishes to make changes related to his membership fee. You must then contact the member to find out what changes he wishes to make to his subscription. Once these changes have been made, you must manually indicate whether the renewal is approved or refused.
Approved	This status indicates that the member has accepted his renewal. The system should then send him an invoice that the member can pay to renew their membership.
Refused	The denied status is assigned to a renewal when a contact confirms that they do not want to renew their subscription. Since the member cannot choose this option on the renewal form, a member of your organization must manually indicate that the renewal in question was declined by the member.
Intervention required	The Intervention required status is linked to the field of the same name found in the Subscription tab of the contact card. A member of your organization must indicate that at the end of the membership fee, an intervention is required. It is also good practice to indicate the nature of this intervention for the person taking care of the renewals in the field Reason for the intervention required.

Manage dashboards related to renewal

The first step in tracking renewals is to consult the various related dashboards.

Remember, like all dashboards, an empty board is a good board. To empty them, you will need to approve or deny the renewals. It is possible to approve or reject them one by one by selecting the renewal notice of a contact and selecting one of two options in the toolbar.

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Approve or deny multiple renewals at once

It is also possible to speed up the process by using the flows present in each table to approve or reject several renewals. All you have to do is select the renewals to validate by checking them and choose one of the following two flows:

Follow the links in the descriptions of the different tables to consult the actions to take to make the necessary follow-ups

Tables	Description
Renewals to remember	Here you will find all the renewals you should send a reminder.
Renewal modification requests	This list contains all contacts who have indicated that they want to make changes to their subscription. It is then necessary to make the follow-up of the changes to be made to the renewal.
Renewals without response (more than 7 days)	This list contains all contacts who have received their renewal notice for at least 7 days.
Renewals with intervention required	All contacts for which intervention is required. It is then necessary to do the follow-up of the required interventions.
Renewal without response (more than 6 months)	All contacts who have received their renewal notice for at least 6 months. Ideally, this table would be empty. It is then necessary to do the follow-up of inactive contacts.
Renewals accepted, but unpaid	All contacts who have accepted the renewal and are now in the process of paying their membership fee. It is then necessary to follow up on unpaid invoices.
All active renewals	This list contains all the contacts that are in the process of renewal.

Send a reminder email

It is possible to configure the automatic sending of a reminder email. However, it is also possible to do this manually.

• Select the contacts to send a reminder to in the Renewals to remind dashboard

• Select the Flow Resend the renewal notice

Track changes to be made to a renewal

• Check the dashboard for renewal modification requests

• Contact the person responsible for the subscription by email or phone (1-2)

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New features will soon allow you to access the changes to be made to the membership fee.

• Open the renewal in question and make the necessary changes to the new assessment (3)

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See the section Update subscription detailsto have more complete explanations on the various modifications related to the next contribution of a contact.

• Save changes (4)

• Approve or reject the renewal notice that contains the changes (5)

If the contact wishes to make changes related to their new membership fee: Approve

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If the renewal is approved, an invoice is created and sent automatically by email. A new contribution is also generated and will be active when the payment is received and the current contribution is due.

If the contact no longer wishes to be a member of your organization: Refuse

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If the renewal is refused, the contact ceases to be a member at the end of the current membership fee. However, the contact remains in your database. If he decides to subscribe in the future, you will be able to subscribe and select the contact in question.

In the event of a refusal, complete the fields in the box Renewal refusal and indicate the reason for the refusal.

The reasons for refusing renewal can be created and then quickly selected using the search field.

Follow up on required interventions

For a renewal notice to appear in this table, someone working for your organization must have indicated that action is required during the renewal process. This intervention should be justified directly on the contact form for the renewal process.

• Open the card of a contact who has the status Intervention required(1)

• Check the intervention to be asked in the field Reason for the intervention required (3) in the tab Subscription(2)

• Apply the intervention / changes directly on the renewal notice

• Approve the renewal to create an invoice and a membership fee pending payment

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If the required intervention is that the contact does not wish to renew, refuse the renewal. The contact will become inactive at the end of the current contribution.

Follow up on inactive contacts

The Unanswered renewals (over 6 months) dashboard contains all contacts who have not responded to the renewal notice. Ideally, this table would always be left blank because follow-ups were done with contacts long before reaching the 6 unanswered months.

If, however, you have entries in this table, here are the actions to take:

• Ensure the contact has been contacted by checking the communication history in the contact and primary contact timeline

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You manage to join the contact and he wants to renew

It's unlikely, but if it happened to you, follow the process below to decline its renewal anyway and sign up for this contact.(/docscontact/members/contactregistration.md) manuellement.

It is simple to join an existing contact and you will not have to wonder about the dates of a renewal or the amount to invoice. Indeed, the dates will be calculated automatically and it will be possible to make the prorated adjustment with just one click if your renewals are made on a fixed date.

• Deny renewals from these inactive contacts by selecting / checking them in the list and using the Deny multiple renewals flow to end the renewal process. The contacts will then have the status inactive.

Make changes to an accepted renewal

When a renewal is approved, the system creates two documents:

1. A new contribution which will have the status pending to signify that it is pending payment

2. An invoice to allow the contact to pay his new contribution

In an ideal scenario, once received, the invoice is paid and the membership fee becomes active when the old one ends.

If you are reading this section your current scenario looks like this: the renewal has been approved, the invoice has been sent, but you have been contacted and you are being asked to make changes. For such a scenario, the actions to be taken depend on the nature of the changes to be made.

Nature of changes	Actions to be taken
The changes have no impact on the price of the invoice	Make the changes directly in the pending membership fee and wait for the payment of this membership fee. The subscription can be found in a contact file in the Subscription
The changes have an impact on the price of the invoice	You must reset the renewal, make the necessary changes, and approve this renewal again to generate a new invoice. The system will take care of canceling the first invoice that was generated the first time the renewal was accepted and the changes will appear on the new active contribution. The procedure for accomplishing each of these steps follows this table.

• Open the renewal to modify (1)

• Select Reset from the toolbar (2-3)

• Make necessary changes to the type of membership (4-5)

• Approve renewal (6)

What's next?

• A new pending contribution is generated
• The old invoice is canceled
• A new invoice is sent to the contact

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3. Track renewal invoices

When a renewal is approved, an invoice is generated and sent to the contact. Once paid, this invoice activates the member's contribution.

Ideally, everyone in your organization would pay their bills on receipt, but that's not always the case.

Here are the various actions that you may have to take to follow up on these renewal invoices awaiting payment.

Identify contacts who have not paid their renewal bill

Here are two methods to identify which contacts have a renewal invoice pending payment:

1. Consult the Renewals accepted but unpaid table

• Go to the Dashboards section of the main menu (1)
• Choose the Renewals system view(2-3)

• Consult the table Renewals accepted but unpaid(4)

There you will find the date of dispatch of all invoices. The hyperlinks allow you to consult the contact card and to communicate with the latter.

2. Consult all renewal invoices pending payment

• Go to the Invoices section of the main menu (1)
• Choose the system view Open invoices (2-3)

• Filter the Invoice type column to display only renewal invoices (4-5-6)

Resend an invoice by email

The second step is to resend the renewal invoice by email to the appropriate address. To do this, you must consult the invoice you wish to send again. Here are two ways to achieve this:

1. From a contact card

• Access the contact file that interests you
• Consult the Billing tab
• Select the renewal invoice pending payment
• Select the option Resend email in the toolbar

2. From the list of invoices

• In the Invoices section of the main menu, find the invoice pending payment of a contact in the list of open invoices (1 to 3)
• Select the renewal invoice pending payment (4)

• Select the option Resend email in the toolbar (5)

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Frequently Asked Questions

• Section under development

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note

Still unsure? Contact us - support@vendere.ca