After a customer purchases a membership, you can view and manage it in their customer profile or by running the Memberships report. Customers can have more than one membership, as long as they are all different and renew their memberships on time. In a customer's profile, you can view their usage history, switch them to another one, manage auto-renewal, update membership details, reactivate inactive ones, as well as cancel or refund them.
Prerequisites: This feature is available for all Vagaro businesses, and the customer must have already purchased at least one membership. Optionally, Credit Card Processing is required to set up auto-renewing memberships.
All memberships can be edited so that their settings are specific to a customer. None of these changes will affect the original membership created in the Memberships screen.
Note
On a phone, tablet, Pay Desk, or PayPro, this task can be performed on the Memberships report screen.
To update a customer's membership after they've purchased it:
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Go to Customers
and select a customer.
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Select the Membership tab.
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At the end of the row of the membership to update, select the membership's Action
menu, then select Edit Membership.
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Update the customer's membership information as required.
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Select Save.
Updating a customer's balance allows a business to add more visits to their membership or reduce them.
To edit a customer's membership balance:
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Go to Customers
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Select the Memberships tab.
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Select the membership to view, then select Edit Balance.
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For Services/Classes/Add-Ons, select it, then update the number of Visits remaining, or toggle on Unlimited.
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For Products, select the tab, then update the Quantity Remaining, or toggle on Unlimited.
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Select Save.
To edit a customer's membership balance:
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Go to Customers
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Select the Memberships tab.
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At the end of the row of the membership to update, select the membership's Action
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For Services/Classes/Add-Ons, update the number of Visits.
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For Products, select the tab, then update the Quantity Remaining.
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Select Save.
Viewing a customer's membership usage shows detailed information of all memberships a customer has purchased, their current balance and status, who has used it, and the activity that has occurred on it.
To view a customer's membership usage in their customer's profile:
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Go to Customers
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Select the Memberships tab.
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Select the membership to view, then select History.
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Select the Back
button to close the report.
To view a customer's membership usage in their customer's profile:
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Go to Customers
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Select the Membership tab.
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At the end of the row of the membership to view, select the Action menu, then select History.
A customer's membership can be switched to another without having to cancel or refund the existing one, such as upgrading, downgrading, or selecting a completely different membership.
Note
On a phone, tablet, Pay Desk, or PayPro, this task can be performed on the Memberships report screen.
To switch a customer's membership to another one in their customer profile:
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Go to Customers
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Select the Membership tab.
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In the row of the membership to be changed to another, select its Action
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Select a different Membership in the list.
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Optionally, update the rest of the customer's membership information as required.
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Select Save.
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Check out and take payment from the customer for the new membership.
You can tell whether a customer's memberships will be auto-renew in a customer's profile by selecting the Memberships tab and looking at its Status, or by running the Memberships report and checking whether there are any renewals left in the Remaining Auto Renewal column. Memberships that will automatically renew based on the charge frequency will have an Active status, and those that aren't will have an Inactive status.
Note
On a phone, tablet, Pay Desk, or PayPro, this task can be performed on the Memberships report screen.
To pause or resume an auto-renewing membership in a customer's profile:
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Go to Customers
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Select the Membership tab.
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To pause a membership:
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In the list of memberships, select the membership's Action
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In the popup, select whether the pause will be temporary, then select Pause Membership.
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Pause: Prevent customers from using the membership until it's been resumed again.
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Pause Temporarily: Select the options for the pause and its membership restrictions.
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Paused Billing Cycles: Enter the number of billing cycles that the membership will be paused for.
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Charge Temporary Price During Pause: Optionally, enter an updated amount to charge the customer auto renew will be paused for more than one billing cycle.
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Allow Continued Access to Membership Benefits During the Paused Billing Cycles: Select whether the customer can still use their membership benefits during the pause.
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Select Pause Membership.
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To resume a customer's membership:
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In the list of memberships, select the membership's Action
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In the popup, select Resume Membership.
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Review the information in the confirmation screen, and tell the customer that they can start using their memberships again immediately and charged on their next billing date.
Note
If the customer wants to change the billing date, the customer will have to cancel the package and purchase a new one with the new billing date.
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Select Resume Membership.
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Memberships that were not automatically renewed because of a failed payment are automatically deactivated and marked as Inactive. Such memberships cannot be used by customers or shared with friends and family until the customer repurchases the membership.
At the business's discretion, deactivated memberships can be reactivated for individual customers.
Note
On a phone, tablet, Pay Desk, or PayPro, this task can be performed on the Memberships report screen.
To reactivate an inactive membership in their customer profile:
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Go to Customers
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Select the Membership tab.
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In the row of the membership to be changed to another, select its Action
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Optionally, update the rest of the customer's membership information as required.
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Select Save.
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Check out and take payment from the customer for the new membership.
Cancelling a membership makes the services, classes, or product discounts included unavailable to the customer. They are no longer charged for renewals, and the membership can no longer be used at checkout. Cancelled memberships cannot be reactivated and must be repurchased if the customer wants to be a member again.
Important
Cancelling a membership does not automatically refund the cost to the customer. You can refund a membership in one of these ways:
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In the customer's profile on the Memberships tab, select the membership to refund.
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In the Memberships report, search for and select the membership to refund.
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In the Transaction List report, search for and select the membership to refund.
Note
On a phone, tablet, Pay Desk, or PayPro, this task can be performed on the Memberships report screen.
To cancel a membership in the customer's profile:
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Go to Customers
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Select the Membership tab.
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In the row of the membership to be cancelled, select its Action
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In the confirmation popup, select Cancel Membership.
Comments
4 comments
Can the customer cancel their own auto-renewing membership? I do not see that option for me to set in the membership creation. I want to make sure to explain this correctly as we are starting a membership program at our spa and don't want to tell them they can if they can't.
Hi Nicole, to allow customers to cancel their own memberships, make sure you turn on Customers Can Cancel Memberships in the Online Appointment Rules settings.
Here's an article that covers that: Configure Your Online Appointment Rules – Vagaro Support
Thanks, Jamie
Ah, got it! Thank you :)
Of course! Glad I could help.
Thanks, Jamie
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