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Customer Portal & Status Changes for Recurring Billed Contracts

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. You configure the options.

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 > Termination Terms tab.
    • BY DEFAULT Termination is enabled on all recurring billing plans, allowing termination up until the billing date. You can disable it on the Termination Terms tab and can disallow it 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 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.
    • Cannot schedule for future.

Customer Portal Interface Options

If enabled, the Contract Holder can thaw, freeze, and terminate their recurring billed contract.

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

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When a customer adds additional comments to a status change form, a ticket is created. Make sure to configure a Ticket project to begin receiving tickets.

Notification Emails

Notification emails can be sent when a customer submits a change AND another can be sent when it goes into effect. Configure automated emails in Manage > Notifications

Contact Us

A Contact Us form can be optionally configured to display in your customer portal. Messages submitted through Contact Us create a Ticket in your system. Enable/Disable this option in Manage > Storefronts > Global Settings