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Manage Customer Memberships from the Memberships Report

Vagaro Support
Vagaro Support
• Updated

The Memberships report lists the packages customers have purchased and includes data for which memberships are still active, their purchase and current values, status, and payment information. You can also use this report to manage individual memberships, editing their details, pausing, or resuming auto-renew, cancelling or refunding them, and tracking their usage.

After running this report, you can perform the following tasks:

  • Edit Membership: View or update the customer's membership details.

  • Edit Balance: View or update the number of visits or products remaining on the membership.

  • Cancel Membership: Revoke the customer's membership so it can no longer be used.

  • Refund Membership: Revoke the customer's membership and return the paid amount.

  • Pause or Resume Auto Renew: Stop or restart auto-renewing the membership.

  • History: View the customer's usage.

Prerequisites: This feature is available for all Vagaro businesses. At least one membership must have been purchased by a customer.

Run the Memberships Report

Running the Memberships report lists all your customers' memberships, regardless of status. Use the filters to limit the results to only those you'd like to see, then export or print the report for your own analysis and business records.

The Membership report has the following information:

  • Shared Membership: If the Friends & Family shared-ico.jpg icon is shown, then this membership is shared with the customer's friends and family. Hover over or select the icon to see who it's shared with.

  • Modified Date: When the membership was last edited or used.

  • Customer: The customer who purchased the membership.

  • Membership Card ID: The unique membership ID or number.

  • Membership Name: The name of the membership.

  • Price: The current price for the membership and any renewals. If you changed the membership price, that price will be shown.

  • Reward Points: The number of points the customer received for purchasing the membership.

  • Charge Frequency: How often this membership is renewed.

  • Started Date: When the customer purchased this membership.

  • Next Payment Date: When the customer's next payment is due.

  • Remaining Auto Renewal: The number of times that membership can be automatically renewed. (Left blank if unlimited)

  • Status: Whether the membership is Active or Inactive.

  • Modified By: The employee who last updated the membership.

  • Failed Reason: Why the customer's payment failed to go through at auto-renewal.

  • Business Name: The business where the package was purchased.

On a Phone

On a phone, the Memberships report shows each membership you've sold as cards.

membership_report_history-phone.png

To run the Memberships report:

  1. Select More This is an icon used to go to the More initial navigation step on the Vagaro website and the Vagaro Pro app. → Reports → Memberships Report.

  2. Optionally, in the top-right corner, select Filters filters_icon_2x.png, set any of the following filters, and then select Run Report.

    • Search Fields: Narrow down your search to just the option you select.

    • Search Value: Search for a specific customer, membership, service in a membership, number of visits, and so on.

    • Status: Show data for memberships with a specific status:

      • All Memberships: Show all memberships.

      • Active: Show memberships with visits or value still to be redeemed.

      • Inactive: Show expired memberships or memberships with failed payments.

      • Paused: Show paused memberships.

      • Cancelled: Show cancelled memberships.

    • Business Location: If your business has multiple locations, show data for all locations or a specific set of locations. This option is available only if the Multi-Location Reports Access Level is set to View.

    • Auto Renew: Show memberships that do or don't auto-renew.

    • Renewal On: Show memberships with a specific charge frequency

    • Sort By: Reorder the report.

  3. Optionally, in the top-right corner, select Action Three vertically stacked circles, representing a menu or more options icon., then:

    • Select Star or Remove Star to bookmark or unbookmark.

    • Select Print to get a hard copy of the report.

    • Select Export PDF or Export Excel to download this report.

    export_star_print_vpro_2x.png

On a Computer, Tablet, Pay Desk, or PayPro

The Memberships report shows each membership you've sold as a row in the table.

memberships_report_web_2x.png

To run the Memberships report:

  1. Select Reports Decorative solid black rectangle, which is usually an icon for reports or charts. → Memberships Report.

  2. Optionally, in the top-right corner, select Filters filter-solid-full.png, set any of the following filters, and then select Run Report.

    • Search: Search for a specific customer, membership, service in the membership, number of visits, and so on.

    • Business Location: If your business has multiple locations, show data for all locations or a specific set of locations. This option is available only if the Multi-Location Reports Access Level is set to View.

    • Search Fields: Narrow down your search to just the option you select.

    • Status: Show data for memberships with a specific status:

      • All Memberships: Show all memberships.

      • Active: Show memberships with visits or value still to be redeemed.

      • Inactive: Show expired memberships or memberships with failed payments.

      • Paused: Show paused memberships.

      • Cancelled: Show cancelled memberships.

    • Auto Renew: Show memberships that do or don't auto-renew.

    • Renewal On: Show memberships with a specific charge frequency

    • Sort By: Reorder the report.

  3. Optionally, sort, print, or export the report:

    • Select a column header to sort the report.

    • Select Print print-solid-full.png to get a hard copy of the report.

    • Select Export download2.png to save the report to an Excel or PDF file (computer version only).

Edit a Customer's Membership Details

All memberships can be edited to make their settings specific to a customer. Not only can you update the membership, but none of these changes will affect the original package created on the Memberships screen.

On a Phone

To update a customer's membership in the Memberships report:

  1. Select More This is an icon used to go to the More initial navigation step on the Vagaro website and the Vagaro Pro app. → Reports → Memberships Report.

  2. Select the membership, then select Edit Membership.

  3. Update the customer's membership information as needed.

    • Membership Card ID: Change the customer's membership ID.

    • Charge Frequency: Change how often the membership is renewed.

    • Price: Change the membership price for future renewals.

    • Payment Date: Change the auto-renewal date.

    • Membership: Change the customer's membership.

    • Auto Renew: Turn this setting on or off to automatically renew this membership. Also, specify the Auto Renew Limit.

    • Discount Initial Payments: Give your customer a discounted price for a specific number of billing cycles.

    • Friends & Family Sharing: If the customer has family or friends added to their profile, select the friends and family the membership can be shared with.

  4. Select Save.

On a Computer, Tablet, Pay Desk, or PayPro

To update a customer's membership in the Memberships report:

  1. Select Reports Decorative solid black rectangle, which is usually an icon for reports or charts. → Memberships Report.

  2. For the membership, select Action Three vertically stacked circles, representing a menu or more options icon., then select Edit Membership.

  3. Update the customer's membership information as needed.

    • Membership Card ID: Change the customer's membership ID.

    • Membership: Change the customer's membership.

    • Charge Frequency: Change how often the membership is renewed.

    • Price: Change the membership price for future renewals.

    • Payment Date: Change the auto-renewal date.

    • Auto Renew: Turn this setting on or off to automatically renew this membership. Also, specify the Auto Renew Limit.

    • Discount Initial Payments: Give your customer a discounted price for a specific number of billing cycles.

    • Friends & Family Sharing: If the customer has family or friends added to their profile, select the friends and family the membership can be shared with.

  4. Select Save.

Edit a Membership's Balance

Update a customer's balance to add or reduce visits from their membership.

On a Phone

To edit a customer's membership balance:

  1. Select More This is an icon used to go to the More initial navigation step on the Vagaro website and the Vagaro Pro app. → Reports → Memberships Report.

  2. Select the membership, then select Edit Balance.

  3. Change the visits balance.

    • For Services/Classes/Add-Ons, enter the number of Visits Remaining.

      membership_edit_balance_service-phone.png

    • For Products, enter the Quantity Remaining.

      membership_edit_balance_product-phone.png

  4. Select Save.

On a Computer, Tablet, Pay Desk, or PayPro

To edit a customer's membership balance:

  1. Select Reports Decorative solid black rectangle, which is usually an icon for reports or charts. → Memberships Report.

  2. For the membership, select Action Three vertically stacked circles, representing a menu or more options icon., then select Edit Balance.

  3. Change the visits balance.

    • For Services/Classes/Add-Ons, update the number of Visit Remaining.

    • For Products, select the tab, then update the Quantity Remaining.

  4. Select Save.

View a Customer's Membership Usage History

Membership usage shows detailed information about the membership, such as when it was purchased, its benefits, status, who has used it, and all other activity.

On a Phone

To view a customer's membership usage in the Memberships report:

  1. Select More This is an icon used to go to the More initial navigation step on the Vagaro website and the Vagaro Pro app. → Reports → Memberships Report.

  2. Select the membership, then select History.

    membership_history-app.png

On a Computer, Tablet, Pay Desk, or PayPro

To view a customer's membership usage in the Memberships report:

  1. Select Reports Decorative solid black rectangle, which is usually an icon for reports or charts. → Memberships Report.

  2. For the membership, select Action Three vertically stacked circles, representing a menu or more options icon., then select History.

    customer_membership_history-web.png

Pause or Resume Auto-Renewing Memberships

You can tell whether a customer's membership will auto-renew by looking at its Status column. Memberships that have an Active status will automatically renew based on the charge frequency shown in the Charge Frequency column.

On a Phone

To pause or resume a customer's membership in the Memberships report:

  1. Select More This is an icon used to go to the More initial navigation step on the Vagaro website and the Vagaro Pro app. → Reports → Memberships Report.

  2. Select the membership, then select Pause Auto Renew or Resume Auto Renew.

  3. Confirm the change.

    • When pausing a membership, select Pause or Pause Temporarily, then select Update Pause.

      Note

      If you choose Pause Temporarily, you will need to configure how many billing cycles the membership will be paused for.

      membership_pause-app.png

    • When resuming a membership, select Resume Membership to confirm.

      membership_report_resume-phone.png

On a Computer, Tablet, Pay Desk, or PayPro

To pause or resume a customer's membership in the Memberships report:

  1. Select Reports Decorative solid black rectangle, which is usually an icon for reports or charts. → Memberships Report.

  2. For the membership, select Action Three vertically stacked circles, representing a menu or more options icon., then select Pause Auto Renew or Resume Auto Renew.

  3. Confirm the change.

    • When pausing a membership, select Pause or Pause Temporarily, then select Update Pause.

      Note

      If you choose Pause Temporarily, you will need to configure how many billing cycles the membership will be paused for.

      membership_report_pause-web.png

    • When resuming a membership, select Resume Membership to confirm.

      cust_membership_resume.png

Reactivate an Inactive Membership

Memberships with failed payments are automatically deactivated and marked as Inactive. These 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.

On a Phone

To reactivate an inactive membership:

  1. Select More This is an icon used to go to the More initial navigation step on the Vagaro website and the Vagaro Pro app. → Reports → Memberships Report.

  2. Select the membership, then select Activate. The Checkout screen will appear.

  3. Confirm the activation.

  4. Update the customer's membership as needed, then select Add Membership

  5. Check out and take payment from the customer for the new membership.

On a Computer, Tablet, Pay Desk, or PayPro

To reactivate an inactive membership:

  1. Select Reports Decorative solid black rectangle, which is usually an icon for reports or charts. → Memberships Report.

  2. For the membership, select Action Three vertically stacked circles, representing a menu or more options icon., then select Activate. The Checkout screen will appear.

    Note

    The package status must be Inactive, not Cancelled to reactivate.

  3. Confirm the activation.

  4. Update the customer's membership as needed, then select Add Membership

  5. Check out and take payment from the customer for the new membership.

Cancel a 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:

On a Phone

To cancel a customer's membership in the Memberships report:

  1. Select More This is an icon used to go to the More initial navigation step on the Vagaro website and the Vagaro Pro app. → Reports → Memberships Report.

  2. In the top-right corner, select Filters filters_icon_2x.png, use the Status list to select Inactive, and then select Run Report.

  3. Select the membership, then select Cancel Membership.

  4. Select Yes to confirm the cancellation.

    membership_cancel-app.png

On a Computer, Tablet, Pay Desk, or PayPro

To cancel a customer's membership in the Memberships report:

  1. Select Reports Decorative solid black rectangle, which is usually an icon for reports or charts. → Memberships Report.

  2. In the top-right corner, select Filters filter-solid-full.png, use the Status list to select Inactive, and then select Run Report.

  3. For the membership, select Action Three vertically stacked circles, representing a menu or more options icon., then select Cancel Membership.

  4. Select Yes to confirm the cancellation.

    rpts_memb_cancel.png

Refund a Membership

If you want to cancel a package that's already been paid for, you can refund the customer from the Packages report.

On a Phone

To refund a membership in the Memberships report:

  1. Select More This is an icon used to go to the More initial navigation step on the Vagaro website and the Vagaro Pro app. → Reports → Memberships Report.

  2. Select the membership, then select Refund Membership.

  3. Refund your customer. To learn more, see Refund Memberships and Membership Visits.

  4. Confirm that the package has been refunded by selecting the package and checking that Refunded is shown instead of Refund Membership.

On a Computer, Tablet, Pay Desk, or PayPro

To refund a membership in the Memberships report:

  1. Select Reports Decorative solid black rectangle, which is usually an icon for reports or charts. → Memberships Report.

  2. For the package, select Action Three vertically stacked circles, representing a menu or more options icon., then select Refund Membership.

  3. Refund your customer. To learn more, see Refund Memberships and Membership Visits.

  4. Confirm that the package has been refunded by selecting the package and checking that Refunded is shown instead of Refund Membership.

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