New Ace Memberships and Operations Membership Orders
Who does this: The officer team
Trigger: An email comes into [email protected] with the subject line “New Fob Activation”
-
- Look up the new order under WooCommerce>Orders
- Check for all the requirements (see instructions below on what to do for missing required items):
-
- Photo (present and recognizable)
- FORMS
-
- Once all the things are present do the following:
- Change the role to author
- Change the membership type from null to provisional
- Then add the FOB number to the RFID field located under the AMT User Information section. Select Save at the bottom of the screen.
- Lastly, complete processing the order
- Return to the WooCommerce Orders page and mark the order complete (small checkmark in the actions column*). A welcome email is automatically triggered by this email the first time somebody places a membership order. There is a variation of each email based on what type of membership was purchased
Monster Corps Membership Orders
Who does this: The Monster Corps Coordinator
Trigger: An email comes into [email protected] with the subject line “New Fob Activation”
- Look up the new order under WooCommerce>Orders
- Check for all the requirements (see instructions below on what to do for missing required items):
-
- Photo (present and recognizable)
- FORMS
-
- Once all the things are present do the following:
- Change the role to author
- Change the membership type from null to provisional
- Then add the FOB number to the RFID field located under the AMT User Information section. Select Save at the bottom of the screen.
- Next, send a custom New member contribution email
- Choose WooCommerce>Follow-ups> Emails
- Search for the “New Member Contribution” email template and select send
- Under “Send Email To” Choose “This customer” and select the relevant person from the order (hint if you start typing the name it will pop up)
- Next, Customize the email based on the relevant contribution area selected from the order
- Choose Send
- Next, complete processing the order
- Return to the WooCommerce Orders page and mark the order complete (small checkmark in the actions column*). A Monster Corps welcome email is automatically triggered by this email the first time somebody places a membership order. This is a very specific email that asks the new Monster Corps member to complete 4 more steps that will need follow-up outside the Order process
New Guest Account Orders
Who does this: The officer team
Trigger: An order comes in to WooCommerce with the item “Guest Account”
- Look up the new order under WooCommerce>Orders
- Check for all the requirements (see instructions below on what to do for missing required items):
-
- Open the customer’s WP profile in a new tab
- Check for Liability Waiver date. If the date fields is blank, this means they have not uploaded any of the required documents.
- If Liability Waiver date is present, open the [email protected] chrome profile and go to the Docusign forms tab in Gmail.
- Search their name in the Docusign forms tab, and verify that their liability waiver information provided in Docusign is legit and complete.
-
- If their documents are good, complete processing the order. Return to the WooCommerce Orders page and mark the order complete (small checkmark in the actions column*).
Sending emails for missing required items
If anything is missing from the required items on any order do the following:
- Note the Customer Name
- Go to Follow Ups>Emails
- Find the Sign Up Missing Stuff email and choose “send” from the menu
- For “send” to choose “this customer” and choose the person you want to send it do
- Edit the email to give the new member a “to do” list relevant to their missing items
- Send the email
Subscription Renewals
Who does this: Officers
Cadence: Daily
- Go to WooCommerce>Orders
- Choose Processing
- Filter that list to order renewals
- Then using bulk orders mark them complete
Storage Orders
[content pending]
Class Fees
Who does this: The officer team
Cadence: Daily
- Look up the new order under WooCommerce>Orders
- Check for all the requirements (see instructions below on what to do for missing required items):
- Open the customer’s WP profile in a new tab
- Check for a current Ace membership or a Guest Account
- If they do NOT have a Guest Account, go to the Customer Data tab on their profile and send the “CLS- No Guest” automated email.
- If they have a Guest Account, check for a Liability Waiver date. If the date field is blank, this means they have not uploaded any of the required documents.
-
- If Liability Waiver date is present, return to the WooCommerce Orders page and mark the order complete.
- If Liability Waiver date is NOT present, go to the Customer Data tab on their profile and send the “Abandoned Guest Account” automated email.
-
- Once you have sent any required follow-up emails, return to the WooCommerce Orders page and mark the order complete (small checkmark in the actions column*).
All other Order Types
Gift certificates, Honor Bar, physical goods, laser fees: mark as complete in WooCommerce
Periodic Membership Housekeeping
Paused Memberships
Who does this: The officer team and/or dedicated volunteers
Cadence: 1-2 times a month
Ace’s system does not support pausing memberships. Members must cancel their subscription and repurchase, otherwise when they reactivate their membership the system will assume they owe back dues. 1-2 times a month, team members must go through the Pending Payment tab and clear out paused memberships. You will need to check in these 3 places to make sure that the memberships are properly cancelled:
Pending orders: WooCommerce>Orders>Pending Payment
Subscriptions: WooCommerce>Subscriptions>On Hold
Memberships: WooCommerce>Memberships>Paused
- Cancel the pending order
- Go to WooCommerce>Orders>Pending Payment
- Find the pending orders that are for membership tier amounts
- Open the pending order, change status from Pending Payment to Cancelled, and click update
- Cancel the membership subscription
- Go to their User Membership page (easiest way to find membership page is to go to their profile, scroll to the bottom, and go to the list of Memberships)
- Do NOT change membership status on the user membership page! Go to the subscription order page instead
- On the subscription order page, change subscription status from On Hold to Cancelled and click update
- Send a notification
- Go back to the User Membership page
- Use the membership notes to add note and send the “paused membership notification” copy from the email response doc
- Be sure to click the box that says “send to member” and add note
Unactivated Memberships
Who does this: The officer team
Trigger: A customer has ordered a membership but not activated a fob after at least a week
- Look up the order under WooCommerce>Orders
- Edit order>View Profile >click the “Customer Data” tab
- Select “incomplete account set-up follow-up” from the schedule email dropdown and send it
Abandoned Guest Accounts
Who does this: The officer team
Trigger: A customer has ordered a guest account but not completed the required paperwork ~2 weeks after first email reminder
- Look up the order under WooCommerce>Orders
- Edit order>Order Notes>Send a note from the WP dash to the customer using the “Abandoned Guest Account” template text from the email responses doc
- On the Order page, change status to “Cancelled”
*If you don’t see actions check the screen options and make sure the option to see them is selected.