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Customer Portal & Status Changes for Recurring Billed Contracts

Overview

Plans with recurring billed contracts can be configured to allow customers to complete their own Freeze, Thaw, or Termination from the customer portal.

Status changes made through the customer portal are automatically updated on the contract. No additional configuration is necessary. 

Contracts with Custom Dues

Single Enrollment Contracts can freeze or terminate via the customer portal.

Multiple Enrollments

  • Can freeze single enrollment or all enrollments via the customer portal
  • Can terminate online. This was updated June 17, 2025. they not longer need to contact you and/or your staff to Terminate.

 

Contract Holder can make changes

The Contract Holder is the only one that can make changes for the contract via the customer portal. Additional members are shown a message in their customer portal to contact their membership’s contract holder to make changes.

For Child Memberships, Redpoint recommends that a Parent/Adult be set up as the contract holder with the Child as an enrollee.

 

Configuration Options

  • Termination rules are configured in Plan Settings > Big Edit Menu > Termination Terms tab.  It applies for Recurring billed plans only.  Customers cannot self-terminate a prepaid contract online that has already begun. 
    • BY DEFAULT Termination is enabled on all recurring billing plans, allowing termination up until 11:59pm local time before the billing date.   You can disable it on the Termination Terms tab or can disallow it up until x days before the billing date.

  • Freeze rules are in the Freeze Terms Configuration Spoke.
    • If nothing is configured here, freezing will NOT be allowed from the customer portal.
    • Freeze end dates, to allow/require a customers submitting a freeze to select a thaw date as a future billing date, can be enabled/disabled in the Presentation Spoke > Status Change Forms tab.

  • Thaw will thaw the membership immediately.
    • Thaw makes the membership/enrollment active again immediately Prorated dues are billed to the pay method on file immediately and a receipt is presented to the customer as they process their thaw online. 

  • Cancellation, if allowed, would be presented to the customer between date of purchase and date the contract begins. 

Freeze/Terminate/Cancel Form Options

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  1. Custom text can be configured in the Plan > Presentation Configuration Spoke > Status Change Forms for both freeze, terminate, and cancel buttons.
  2. Reason options are configured in Manage > Organization and Facility Settings > Lists > Contract Related Lists

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Status change forms create tickets. Optionally auto-close these status change tickets if there is no Additional Comment. Find this setting in Manage > Org & Facility Settings > Facility:[GymName] > Ticket Facility settings

Make sure to configure a Ticket project to begin receiving tickets.

 

Notification Emails for Status Changes

Notification emails can be sent when a customer submits a change AND another can be sent when it goes into effect. Configure in each individual Plan in the  Customer Notifications Config Spoke.

To ensure partial freeze or termination emails are clear re: who was impacted, use the replacement Fields

If you allow individuals to be frozen and terminated (not restricted to the contract as a whole) and want to specify the impacted customer in the email (or in the custom email template here) use the replacement fields in the toolbox list labeled:
status-customer-first-name
status-customer-last-name
status-customer-name (combined first and last name)

Contact Us

Within their contract view, a Contact Us button, specific to that plan, is available. 

Messages submitted through this Contact Us create a Ticket in your system with the contract title for reference.