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Manage Memberships Part IVb: Upgrading/Downgrading Memberships Online

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Terri Bruce
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mceclip0.pngManage Memberships Part IVb: Upgrading/Downgrading Memberships Online

  1. This tutorial covers how users upgrade/downgrade a membership online via your website for both individuals and organizations (rather than staff upgrading/downgrading the membership directly inside CRM).
  2. Your 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 upgrades/downgrades (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 upgrade/downgrade a membership online (in addition to purchasing new and renewing).
  4. Keep in mind, that this tutorial covers only the steps for upgrading/downgrading 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 upgrade/downgrade as doing so will create duplicate memberships that will cause problems in your system.
  5. Users can complete the upgrade/downgrade of a membership 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 upgrade/downgrade from their profile area. Otherwise, the user can complete an upgrade/downgrade as a guest/without logging in (by going to the membership index page and using the Quick Change button). Creating a public profile and logging in to upgrade/downgrade 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 Upgrading/Downgrading) (exact location of log-in button will vary)

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    PAGES

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  9. To upgrade/downgrade a membership, the user should first locate their existing membership. They can do this one of two different ways:
    • As a logged in user 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 their 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.

      PLUG-INS

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      PAGES

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

      PLUG-INS

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      PAGES

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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 Upgrade/Downgrade a membership or switch to a different membership level, they should click the Change button.

      PLUG-INS

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      PAGES

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      Please Note: some memberships may not be upgraded/downgraded. If the membership was voided/cancelled, it cannot be updated/changed. The user will need to purchase a new membership.

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    • To upgrade/downgrade a membership without logging in/via "quick renew" 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/Change 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 button in the center top of the page (Plug-Ins) / fill out the Renew/Change search fields on the left (Pages) side of the screen.

      PLUG-INS

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      PAGES

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      In Plug-Ins, 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 above). In Pages, the quick renew/change fields are present on the left side of the screen without clicking anything.

      PLUG-INS

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      PAGES

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      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

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      PAGES

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      This will bring up a list of matching memberships. The user should hover over the membership and click the Change button on the membership they wish to upgrade/downgrade. If the membership can't be changed, the change button will not be present.

      PLUG-IN

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      PAGES

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  10. From either path above, clicking the Change button will take the user to the Select Membership Level page. The user should click the Select button next to the membership level they wish to switch to (their new level).

    PLUG-INS

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    PAGES

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  11. What happens next depends on if you are using Plug-Ins or Pages and if the user logged in first or is using Quick Change:
    • If the user first logged in and is using Plug-Ins, the user will be directed to the "direct check out" page, bypassing the membership form and the option to "add to cart."
    • If the user first logged in and is using Pages OR if the user is using quick renew/change (in plug-ins or pages), the user will be taken to the membership form (if membership form is configured)/the review purchase page; however, no changes can be made to the basic information on the membership form (to prevent fraud/to prevent someone from pulling up someone else's membership and changing the member name to their own). The user can only update non-basic membership form information.

      PLUG-INS

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      PAGES

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  12. The user 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)/on the right (pages).

    PLUG-INS

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    PAGES

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  13. 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. Please Note: in Pages, the Add to Cart option is only present if user logs in first. Otherwise, if user is using Quick Change/Guest Checkout, the user will only have the check out option).

    PLUG-INS

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    PAGES (Cart Enabled and User Has Logged In)

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    PAGES (No Cart and/or Using Quick Change)

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  14. 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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  15. If the user opts to "Add to Cart and Continue Shopping," they will need to click on the cart icon to be taken to the (cart) checkout page.

    PLUG-INS

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    PAGES

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  16. The layout and look of the checkout page in Pages will vary depending on if this is direct checkout (cart disabled, user clicks "checkout", or user is using Quick Change in Pages) or the cart check out page. In Plug-Ins the user is directed to the cart checkout page in all instances.

    PLUG-INS

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    PAGES (logged in direct checkout)

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    PAGES (logged in cart check out)

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    PAGES (guest check out/non-logged in check out)

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  17. If checking out via the cart checkout page, the user can remove items from the cart by clicking the trashcan icon (Plug-Ins)/hovering over the item and clicking the trashcan icon that appears (Pages).

    PLUG-INS

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    PAGES (logged in cart checkout page)

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

      PLUG-INS

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      PAGES (logged in cart check out page; please not logged in direct checkout and guest checkout do not provide the optional donation on checkout option)

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  18. In all checkout flows, the user can add a discount/coupon code.

    PLUG-INS

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    PAGES (logged in direct check out)

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    PAGES (logged in cart check out and guest check out)

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  19. In all flows, the user can select to pay now or pay later (if you have turned on the pay later option). Please Note: the Pay Later option will not be present if the user sets the membership to auto-renew or if the membership requires approval.

    PLUG-INS

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    PAGES (logged in direct check out)

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    PAGES (logged in cart check out and guest checkout)

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  20. 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: if user has opted to set the membership as auto-renewing, the pay later option will NOT be present as credit card information MUST be entered to set membership as auto renewing.
    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

    PLUG-INS

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    PAGES (logged in cart checkout and guest checkout)

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  21. If paying by credit card/paying now, if the user logged in first OR if public profiles are turned off and/or if user is using cart checkout and the system recognizes them based on your duplicate prevention settings (name, name and email, name and address, or name and email or address), their billing and credit card information will auto populate if it is on file/in CRM (user can opt to use saved card on file or enter a new card). Otherwise, user will need to enter credit card information.

    PLUG-INS

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    OR

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    PAGES (logged in direct check out)

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    OR

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    PAGES (logged in cart check out & guest check out)

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  22. The user can opt to save the credit card on file; doing so will NOT save the actual card details/number in our system (no credit card numbers are stored in our CRM). Instead, it will save a "token"/unique identifier that will allow our system to charge the card in Stripe.

    PLUG-INS

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    PAGES (logged in direct checkout)

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    PAGES (logged in cart checkout and guest checkout)

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  23. When the user is ready to process the transaction, they should click the blue Check Out button at the bottom of the page.

    PLUG-INS

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    PAGES (logged in direct check out)

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    PAGES (logged in cart check out and guest check out)

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  24. 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).

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    • 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.

      PLUG-INS

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      PAGES

       

  25. The user will receive a green validation message in the lower right and then will be redirected to the Thank You page. In Plug-Ins, you can customize the thank you page/thank you message; in Pages you cannot.

    PLUG-INSScreenshot_2019-09-24_13.32.23.png

    PAGES

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