General Information

• Prepaid customers can freeze or thaw online if you have configured the freeze terms spoke to allow that
   
• If thawing with the thaw button, 
  • the contract end date is extended by the total number of days frozen
  • an invoice is created with the total freeze dues owed (based on pricing specified in configuration)
     
• Freezes can be allowed at the contract level (everyone must freeze) or the enrollment level (individuals on a family can freeze).
   
• Thawing an enrollment on a family plan extends the contract end date, which applies for ALL enrollees. However, Redpoint will automatically add termination dates for any enrollments who should not have their end date extended. 
   
• Plan freeze settings can be overridden with Manual Status Changes. Manual Status Changes will not automatically perform any date math so you must manually specify the enrollment length and invoice the customer accordingly.
   
• Override end date can be used to manually extend a prepaid end date.
  

Freeze Configuration Spoke

Freezing is set per plan.  Go to Build > Plans and edit the Freeze Terms. A complete description of all available options is available in this article: Freeze Terms Spoke. 

Set the freeze for the contract level OR the enrollment level.  This will determine what buttons your staff see and what options your customers have online in their portal. 
 

Enrollment level freeze provides staff with Freeze All and Freeze Individual (under each enrollment) buttons

Contract level freeze provides staff with just one button to Freeze Contract.  Set a freeze fee per enrollment OR one fee per month for the whole contract.

 

How Prepaid Freeze Dates Work

Once a prepaid membership has frozen, the end date mode will be set to Custom Dates and will require elevated permission to change. The permission is called Set Custom Dates on Contracts. You can view the Custom Dates under Edit Membership/Program:

Note: You cannot change the end date while the contract is frozen. Once the contract is fully thawed, you will be able to change the start/end date as you wish.

Freeze

Here is a screenshot of a frozen prepaid contract:

When the freeze is processed:

1. The current length of the contract is stored on the enrollment as a total contract length in days (this length includes previous freeze periods)
2. The end date of the contract is removed and will be reset when the contract is fully thawed
3. You can see the start date of the freeze here

Note: If the Length Before Freeze is not accurate due to manual status changes, you may click Edit and change the value.

Thaw

Here is a screenshot of a recently processed thaw:

1. Here you can see the Active status, with two automatic effects:
   • +9 days were added to the enrollment length because the customer was frozen for 9 days
   • $1.45 invoice was created because of the freeze pricing
2. Here you can the new end date has been set:
   • The previous end date of 12/31/2026 has been extended by 9 days
3. Here you can see there are now 2 invoices:
   • One for the initial purchase and one for the freeze pricing totally $1.45
   • Open the contract holder in the POS to collect the balance due

Multi-Enrollment Contracts

Multiple enrollments on a single contract can still allow freezing at the enrollment level. This is handled by adding termination dates for enrollments that do not have their end date extended.

In the example below:

1. Robin Bird had her Length Before Freeze properly set when they froze. Sue Bird did not freeze so she has no Length Before Freeze.
2. Sue Bird had a terminate status added the day after the contract end date (contract end dates are inclusive, but terminate statuses are exclusive)
3. The contract had the end date removed

In the next example, both enrollments on the contract froze on March 1st, and then Sue Bird was thawed on March 10th:

1. The Active status shows added days and invoice total
2. Sue Bird has a terminate status added for the original Length Before Freeze (364) + Days Frozen (9), which means she will have her last day of active status on January 9th, 2027
3. Robin Bird did not thaw, so she remains frozen with a Length Before Freeze of 364
4. The contract remains open ended because the contract still has frozen enrollments

Note On Manual Status Changes

If you process freezes using manual status changes, you may end in a situation where the system is unable to correctly set the Length Before Freeze. In this example, you should click edit and ensure the correct value is set:

Staff Instructions: Freeze and Thaw

Freeze

Use the freeze button to freeze either a single enrollment or all enrollments on the contract. 

1. View the automatic restrictions as determined by the freeze terms configuration
2. Select a start date
3. Select an end date (end may be required or optional depending on your configuration)
4. Select a reason for the freeze (Reasons are configured in Manage > Organization & Facility Settings > Lists > Contract Related > Staff Facing > Freeze reasons)

Thaw

Clicking thaw effective today will do two things:

1. Extend the contract end date by the same number of days frozen.
2. Create an invoice with freeze fees owed (if freeze fees are greater than $0)

Hover on contract holder and Open the customer in the cart to collect the prepaid thaw dues