Memberships

Offer customers a monthly membership: they pay a price you set by card, and it renews automatically every month until they cancel. You choose what it is called, so customers see "VIP Club" or "Gold Pass" rather than a generic name, and you can stop taking new members at any time.

Where to find it: Settings → Memberships (/admin/settings, then pick Memberships from the list of sections) to set it up, and Customers → Members (/admin/memberships) to see who has joined. The same settings also open from the Membership settings button on the Members page.

Not on your site yet?

Memberships are being rolled out gradually, and they need card payments through Cashflows. If you can't see Memberships in Settings, it isn't available on your site yet. If you can see it but it says Memberships are not available on your site yet, the reason is shown underneath.

Set up your membership

1. Go to Settings → Memberships.
2. In Name customers see, enter what you want to call it, for example VIP Club. Customers see this name everywhere: the membership page, their account and their receipts. Up to 40 characters.
3. In Monthly price (£), enter what members pay each month. It must be at least £1.00.
4. Click Save. This section has its own Save button rather than the settings page's bottom bar, and a Discard button appears next to it while you have unsaved edits.
5. Switch on Offer … to customers (the switch is named after your membership). This saves the moment you flick it. You can't switch it on until a price is saved.

Customers can now join from your membership page at yoursite.com/membership. Link to it from your menu or a page (see Pages & CMS) so customers can find it. A link with your membership's name also appears in each customer's account menu, next to My Wallet.

Change the price

1. Go to Settings → Memberships.
2. Enter the new Monthly price (£) and click Save.

A price change applies to new joins only. Everyone who has already joined keeps paying the price they joined at, for as long as their membership lasts. A customer who leaves and joins again pays the price at the time they rejoin.

Stop taking new members

1. Go to Settings → Memberships.
2. Switch off Taking new members and click Save.

The membership page stays up but tells customers you are not taking new members at the moment. Existing members are not affected: they keep renewing until they cancel. Switch it back on whenever you are ready.

To take memberships down altogether, switch off Offer … to customers instead. The membership page and the account link disappear, and nobody new can join. Existing members still keep renewing until they cancel.

What customers see

1. On your membership page they see your membership's name, the monthly price, and that it renews automatically, can be cancelled any time, and that cancelling takes effect at the end of the month they have paid for. Guests are asked to sign in first.
2. Join takes them to your card payment page. The payment they make there is their first month.
3. When they come back they see a welcome page with what they paid and the date of their next payment, and they get a receipt email.
4. From then on it renews on the same day each month. If they joined on the 31st, it renews on the last day of shorter months and goes back to the 31st when the month has one. Each renewal sends another receipt.
5. In their account, their membership page shows whether it is active, the next payment date and price, and every payment so far.

Renewal payments count towards any monthly spending limit the customer has set.

When a customer cancels

Customers cancel in one step from their account. Nothing is refunded automatically:

• Their membership stays active until the end of the month they have already paid for, then ends. They are not charged again.
• Until then they can Resume it from the same page, and it carries on as if they had never cancelled.
• Resume is only offered after the customer cancelled it themselves. A membership ended for any other reason (below) can't be resumed; the customer can join again instead.

If a customer asks for their money back, that is your call. See Refund a membership payment.

When a membership ends on its own

• A renewal payment fails. The membership ends straight away and the customer is not charged again. They can join again with a card that works. (In this first version there is no retry and no grace period.)
• The customer self-excludes, or their account is locked. The membership ends straight away, with no further charges.
• A renewal would take the customer over their spending limit. It is not charged, and the membership ends at the end of the month they have paid for.

See who has joined

Go to Customers → Members. The list shows each member with their Status, the Monthly price they pay, when they Joined, their Next renewal, and their Last payment (click the order number to open it). Click a customer's name to open their profile.

• Use the buttons along the top to switch between Current (active and cancelling members, the default), Active, Cancelled, Ended and All.
• Search by name or email.
• Sort by next renewal or by when they joined.

The figures at the top count Active and Cancelling members, memberships that Ended in the last 30 days, and Payments to check.

Status	What it means
Active	Paid up and renewing.
Cancelling	The customer has cancelled. It stays active until the date shown, then ends.
Cancelled / Ended	No longer a member. The reason is shown underneath, for example Cancelled by the customer or Renewal payment failed.
Check payment	See below.

The list is view-only for now: you can't cancel or change a membership from it.

Payments to check

Very occasionally a renewal is sent to Cashflows and no clear answer comes back, so we can't tell whether the customer was charged. When that happens the member shows Check payment and Payments to check goes up. We never retry that payment, so a customer is never charged twice, and that member's renewals are held while it is outstanding. Their membership stays active in the meantime.

Look up the order number from the member's Last payment in your Cashflows portal to see whether the money was taken, then contact support to have it resolved.

Where membership payments show up

Every membership payment, the first one and each renewal, is an order. In Orders it carries a Membership badge under the order number, and opening it shows Membership join or Membership renewal in place of a ticket list.

Membership payments can't be cancelled and their status can't be changed by hand. They don't earn points, cashback or affiliate commission, and they don't play for the jackpot.

Refund a membership payment

1. Open the order from Orders or from the member's Last payment.
2. Click Cancellation Options….
3. Choose a reason and click Refund. The whole payment goes back to the customer's card; part refunds aren't possible.

Refunding does not end the membership. It carries on and renews as normal. If the customer also wants to leave, they cancel from their account.

Who can see and change memberships

Role	See members and settings	Change the name, price and whether it is on	Refund a membership payment
Admin	Yes	Yes	Yes
Shop Manager	Yes	Yes, from the Members page	No
Marketing	No	No	No

Membership payments are customers' card payments, so Marketing doesn't see them. Shop Managers can't open the Settings page, so they change the membership from the Membership settings button on the Members page. Refunds need the order refund permission, which only Admins have.

Troubleshooting

I can't see Memberships in Settings or Members in the sidebar. Memberships aren't available on your site yet, or your role doesn't include them (see the table above).

I can't switch it on. Save a monthly price first. If the section says Memberships are not available on your site yet, the reason is shown underneath.

A customer says the membership page shows "Page not found". The Offer … to customers switch is off. Changes can take a minute to reach your public site.

A member's renewal failed and they want to stay a member. Their membership has ended, so they join again from the membership page with a working card. They pay the current price.