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Manage Memberships Part IIIb: Renewing Membership Online

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Manage Membership Part IIb: Add Membership Online

  1. This tutorial covers how users renew a membership online via your website (rather than staff renewing the membership directly inside CRM) for both Organizations and Individuals.
  2. Online users can can renew an existing membership directly for themselves or gift a membership to another person. Your renewal memberships can allow direct purchase (no staff approval necessary) or they can be set to be provisional, pending staff approval (see the Manage Membership: Configure Membership Levels tutorial for more information).
  3. To allow online membership renewal (assuming you have the membership module inside CRM and you have contacts that are members/have memberships), you must first integrate your website with CRM using either Pages or our WordPress Plugin. After this is completed, your online users will be able to purchase and/or renew a membership online.
  4. Keep in mind, that this tutorial covers only the steps for renewing an EXISTING membership. For the steps on purchasing a new membership online, see our tutorial on purchasing memberships online. It's important that you educate your constituents to not purchase a new membership when they mean to renew as doing so will create duplicate membership that will cause problems in your system.
  5. Users can complete the purchase of a membership for themselves or as a gift either as a logged in user (individuals only; organizations cannot create a public profile log-in) or as a guest (non-logged in check out) (both individuals and organizations can use guest checkout).
  6. There is the option to turn off logged-in checkout and only have users check out as a guest while checking out (see the Cart/Guest Check Out tab section of our WordPress Plugins Configurations Part I: General Tab (Plug-Ins) / Pages Configurations and Settings Part Part II: Configurations (Pages) for details).
  7. Please Note: in this tutorial, we have presented images of our two demo sites, one using our WordPress plug-in (the top image) and one using Pages (the second image); your site may differ slightly in appearance due to your configurations/settings. However, the check out flow/process will be the same in all cases.
  8. If the user wishes to complete check out as a logged in user, they can log-in to their public profile first and then renew from their profile area. Otherwise, the user can complete online renewal as a guest/without logging in. Creating a public profile and logging in to purchase the membership offers the advantages of having billing address and credit card information pre-populate based on the information saved on file and that the user can cancel online purchases online (rather than contacting you/your staff).

    PLUG-INS (Log In Before Renewing) (exact location of log-in button will vary)

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    PAGES

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  9. To renew a membership (either for the user themselves or as a gift) from their public profile (individuals only) (requires public profile/logging in):
    • The user should click on the Log In button on your home page or membership index page (the exact location will vary depending on whether you are using CRM Pages or WordPress Plug-Ins to integrate with your website).

      PLUG-INS

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      PAGES

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    • On the log in screen, the user should log in (or create a public profile if they have not already).

      PLUG-INS

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      PAGES

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    • Once logged in, the user should click the drop down next to the user name (the exact location of where their username appears in plug-ins will depend on your configurations/where the "log in" button is located on your website; in Pages it will always be on the right hand side of the screen) and select Transactions.

      PLUG-INS

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      PAGES

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    • They should then click on the Membership tab of the My Transactions area (only Pages is shown in the screenshot below as the layout is similar for both Plug-Ins and Pages).

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    • This will take the user to a list of all of their membership transactions.

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    • Clicking the History button beside/beneath any membership will show the history of joining, renewals, upgrades/downgrades of that membership.

      PLUG-INS

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      PAGES

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    • If the user wishes to Renew a membership as is (same membership/pricing level), they should click the Renew button (either beneath or to the right of) for the membership they wish to renew (Please Note: if the user wishes to upgrade or downgrade the membership (switch to a different Membership Level or switch from a household to an individual (or vice versa) membership), they should click the Change button. Clicking the Change button will take the user to the list of available Membership Levels. The user should click Select beneath the desired new Membership Level. After selecting the Membership Level, user will be taken to the Membership Form page and then the steps will be the same as those for renew from that point forward).

      PLUG-INS

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      PAGES

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    • Please Note: some memberships may not be renewed. If the membership was voided/cancelled, it cannot be renewed. The user will need to purchase a new membership. If you have set the membership to not allow renewals in your Membership Configurations, it will also not be renewable.

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    • Clicking the Renew button will take the user to the Membership Form page (if you have a membership form configured for the membership level). Here they can verify and update their member information. If you have no membership form configured for the registration level, the user will be taken directly to the check out page instead.

      PLUG-INS

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      PAGES

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    • They can set the membership to auto-renewing going forward by clicking the "I would like to auto renew this membership" box at the bottom of the screen.

      PLUG-INS

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      PAGES

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    • When the user has finished verifying/completing the membership form, they should click the blue Check Out button at the bottom of the screen (or they can click the Add to Cart & Continue button if you have enabled cart checkout and if they wish to renew another membership, make a donation, and/or register for one or more events at the same time.

      PLUG-INS

      Screenshot_2019-09-24_12.36.18.png

      PAGES (Cart Enabled)

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      PAGES (Direct Checkout / No Cart)

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    • PLEASE NOTE: If you have set the membership to require approval of staff, then the button at the bottom of the page will say "Send For Approval" instead and there will be no separate check-out page. Instead, the credit card/payment information will be presented on the same page as the membership form.

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    • The user will then be taken to check out page. in Pages, if cart checkout is disabled, the renewal page will contain the payment details sidebar as well. If cart is enabled and the user clicks "checkout," then payment will be taken via a pop up box. If the cart is enabled and the user clicks "add to cart" and then clicks on the cart to checkout, the user will be taken to the cart checkout page.

      PLUG-INS

      Screenshot_2019-09-24_12.40.25.png

      PAGES ("checkout" with cart enabled)

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    • If checking out via the cart checkout page, check out then proceeds the same as purchasing a new membership, making a donation, or purchasing an event registration. The user can remove items from the cart by hovering over it and a trash can icon will appear.

      cart.png

      Additionally, the user can add an optional donation (if you have this setting turned on in your CRM),

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    • The user can select to pay now or pay later, and, if paying now, enter their credit card information. Because the user has logged in, their billing and credit card information will auto populate if it is on file/in CRM. If user is using a browser that has the digital wallet feature (Chrome, Edge, or Safari) and has enabled Digital Wallet, the Digital Wallet (Apple Pay, Google Wallet, Microsoft Wallet/Pay) will show as a payment option as well as direct credit card entry.
      Please Note: To present Apple Pay as a payment option, first you have to enable it. To know how to enable Apply Pay as payment option, please read the tutorial How to enable Apple Pay as Payment option.

      2020-05-08_1046_001.png

      DIGITAL WALLET IN PLUG-INS

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      DIGITAL WALLET IN PAGES

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  10. When the user is ready to process the transaction, they should click the blue Check Out button at the bottom of the page.
  11. If the user entered mode of payment as Credit Card and the card issuer requires "Strong Customer Authentication" (referred to as SCA or PSD2 authentication), a box will pop up asking the user to initiate the authentication process. SCA is a new requirement for credit cards issued by European banks or for credit card transactions taking place on European websites for the card holder to authenticate an online purchase by indicating they are the ones who has initiated/authorized the transaction (see this explanation of SCA from Stripe for more information).

    SCA_1.png

    • The user will need to click the authenticate button and then completes the validation process. Once they do (and authentication is completed successfully), the transaction will finish saving automatically.
    • If the card holder fails to authenticate the transaction within the specified time frame or denies the transaction, a authentication failed message will appear on the screen. User will need to try to process payment again or make the donation using some other form of payment.

      SCA_3.png

  12. To renew a membership from the membership index page instead of from the public profile (for individuals and organizations) (only option for organizations) (guest check out only):
    • the user should navigate to the purchase membership index page on your website. Please Note: if user first logs in and then goes to the Membership Index page, the Quick Renew button will not be present. The user should go to their Transactions page, instead, and renew from there.

      PLUG-INS

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      PAGES

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    • The user should click the Renew/Change (Plug-Ins) in the center top of the page / Quick Renew (Pages) panel on the left side of the screen.

      PLUG-IN

      Screenshot_2019-09-24_13.03.52.png

      PAGES

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    • If the user is not logged in, they will be taken to the "Search For/Find Membership" page (in Plug-Ins this is a pop up window rather than a separate page). Here the user can search for their membership by Membership # or Member Name (if the user logs in to their public profile prior to clicking the Renew/Change button, they will be taken to My Profile: Transactions: Membership screen (proceed as directed in step #7 above).

      PLUG-INS

      Screenshot_2019-09-24_13.03.57.png

      PAGES

      2020-05-08_1101.png

    • The user should first toggle the Individual/Organization slider to match the type of membership holder, then enter either their membership number (if known) or their name and email address (name and email address must match the email on file/in their CRM record to bring up results), and then click the blue Search button.

      PLUG-INS

      Screenshot_2019-09-24_13.09.27.png

      Screenshot_2019-09-24_13.11.54.png

      Screenshot_2019-09-24_13.03.57.png

      PAGES

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    • This will bring up a list of matching memberships. The user should hover over the membership and click the Renew button will show on hover (Pages)/ beside  (Plugins) the membership they wish to renew. If the membership can't be renewed, the renew button will not be present.

      PLUG-IN

      Screenshot_2019-09-24_13.12.01.png

      PAGES

      2020-05-08_1113.png

      qrenew.png

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    • If you are using Plug-Ins, the user will be directed to the "direct check out" page, bypassing the membership form. The users billing and payment information will be pre-filled if it is on file/in the user's CRM record. If using Pages, the Quick Renew pop up window will appear. As the user's information is already on file, Quick Renew will not present the membership form or ask the user to enter their name, address, email, etc. Instead, they will need to enter payment information (if not already on file) and then process the renewal.

      PLUG-INS

      Screenshot_2019-09-24_13.18.03.png

      Screenshot_2019-09-24_13.18.25.png

      Screenshot_2019-09-24_13.18.31.png

      PAGES

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    • If using Pages, the user will have the option to gift the membership to another person (Please Note: if using Plug-Ins, users cannot gift a renewal membership. The user would have to purchase a new membership in order to gift it to another person).

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    • The user will also have the option to enter a discount/coupon code.

      PLUG-INS

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      PAGES

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    • To pay later (if enabled in your system).

      PLUG-INS

      Screenshot_2019-09-24_13.28.06_-_Copy.png

      PAGES

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    • If the user's credit card information is already on file, it will pre-fill the payment area. If not already on file or if the user wishes to enter a different credit card, they can enter their payment information as well. If they have enabled their digital wallet, they will also be given the option to pay via digital wallet.

      PLUG-INS

      Screenshot_2019-09-24_13.28.06.png

      Digital_Wallet_2.png

      PAGES

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    • When they have finished completing the payment information, the user should click the Check Out (plug-ins)/Renew after completing captcha (pages) button in the lower right to complete the renewal.

      PLUG-INS

      Screenshot_2019-09-24_13.30.24.png

      PAGES

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    • As with the regular (logged in) renewal, if users credit card requires Strong Customer Authentication, the authentication box will pop up and user will need to complete the authentication process (see Step #12 above)
    • The user will receive a green validation message in the lower right. If using plug-ins, the user will be redirected to your Thank You message screen. If using pages, the quick renew pop up box will close (pages), and the user will remain on the Search Membership screen, but will now see that the information on their membership has been updated.

      PLUG-INS

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      PAGES

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