Overview
Recurring revenue makes all the difference for your business. So it’s not cool when you have to dig through reports and watch numbers dip before you can find lapsed memberships. Boulevard’s Membership Billing Alerts notify you and your members immediately when renewals don’t go through and let you update billing information directly, ensuring continuous benefits for your clients and protecting your business’s precious income.
Managing Memberships
Memberships can be managed from the Sales tab within the dashboard. From here you can search for memberships by member name and filter based on status.
Past Due Membership Alerts
Any time a membership charge declines, Boulevard notifies your client immediately and flags their profile so you can get in touch. Membership billing alerts appear within the client profile, appointment preview window including front desk view, and at checkout. From within each notification, you can easily click the alert to view the past due membership and update the card on file.
NOTE: The client is only notified 1x when the membership charge declines. Click here for more details on client notifications. Automated notifications are not sent if the client does not have a credit card saved to the client profile.
Client profile
Appointment Preview
Front Desk View
At Checkout
You can manually retry the same payment method before updating the card on file. In some cases, a client’s card may be perfectly valid but could be declined for other reasons such as an overdraft, credit limit, or temporary freeze. Our “Retry” button allows your client to call their issuing bank, resolve the issue, and continue to use their desired card on their membership.
Managing Memberships from the Client Profile
From expired cards to different account numbers, your clients’ billing information changes all the time. With Boulevard’s Membership Billing Alerts, these changes don’t have to interrupt your renewals. Any time a membership charge declines, we’ll immediately flag their profile so you can get in touch. The memberships tab in the client profile includes:
Membership overview (status, start date, price, and location)
Membership history (billing updates and status changes)
Billing info (card on file and next charge date)
Sharing (clients the member has shared their membership benefits with)
View Membership History
Navigate to the client profile.
Click the Memberships tab.
Membership history highlights active billing attempts and status changes. Failed status indicates a failed attempt to charge a card on file. Whenever a membership is paused, canceled, or unpaused, the record will show which staff member made that update along with the reason submitted.
Update Card on File for Past Due Membership
Navigate to the client profile and click the Memberships tab.
Click Update card on file.
Enter the credit card details and save.
Select “Save and charge now” to update payment information and charge immediately, or click the arrow and select “Charge later” to store details and set a future billing date.
NOTE: A future billing date can be set up to 6 months after the first failed billing attempt.
Once billing details are updated and the membership is reactivated with a successful charge, Boulevard will then collect all past-due terms spread out over consecutive days.
The client is charged one term per day until the membership is up to date. For example, if a membership is 3 months past due, once the card on file is updated, Boulevard will charge one term per day for 3 consecutive days.
NOTE: This only applies if “Waive past due membership charges” is disabled in your manage business settings.
If “Waive past due membership charges” is enabled, the client will still be charged to reactivate their membership benefits. However, they will not be billed for previous terms over consecutive days.
NOTE: You can manually retry the same payment method before updating the card on file. In some cases, a client’s card may be perfectly valid but could be declined for other reasons such as an overdraft, credit limit, or temporary freeze. Our new “Retry” button allows your client to call their issuing bank, resolve the issue, and continue to use their desired card on their membership.
Once membership details are updated, Boulevard collects all past-due charges by charging one term a day until the past-due charges are up to date. This only applies if 'waive past due membership charges are disabled in the manage business settings. For example, if a membership is 3 months past due, once the card on file is updated, Boulevard will charge for 3 consecutive days for the term charge until billing is up to date.
Memberships in past due state can only be brought current by updating the card on file. If you wish to cancel a membership in a past due state, you must first reactivate by updating the form of payment first and then canceling.
NOTE: Past-due memberships cannot be set to update at a future date. If you wish to update and waive past-due charges, follow the steps below.
Client Access - Managing Memberships from the Client Portal
If a client’s membership does not have a payment method attached (ex: If the client paid in cash for the first month), clients can proactively add a credit card before their next payment is due.
For more on the client portal, check out this article.
Waiving Past Due Membership Charges
Past-due membership charges can be waived in the Manage Business settings. By default, this setting is disabled. To enable:
Navigate to Manage Business > Memberships.
Enable ‘Waive past-due membership charges’.
Waiving Past Due Membership Charges Beta
Past-due membership charges can be waived in the Manage Business settings. By default, this setting is disabled. These settings are only available for customers participating in the Membership & Package builder beta test. To enable:
Navigate to Manage Business > Membership Plans.
Select settings.
Enable ‘Past due memberships’. Enabling this will waive consecutive past-due charges for all memberships.
NOTE: Even with this setting enabled, past-due memberships will still be charged once upon resolving payment information.
Share Membership
Navigate to the client profile.
Click the Memberships tab.
Click Manage Clients.
Enter the client’s name the membership owner wishes to share their benefits with.
Click save.
NOTE: A membership must be configured as shareable from the Business Admin settings prior to adding or managing any shared members.
Editing a Client’s Membership
Changing an Active Membership Renewal Date
You can either set a new, future charge date for an active membership at any time or renew it early before the terms expire. To change a membership renewal date:
Navigate to the client’s profile and select the membership tab.
Select the Actions menu to “Change renewal.”
Select “Now” to renew the membership immediately and award the client their designated membership vouchers and benefits. Alternatively, select ‘On a later date’ to set the renewal to a future date. A renewal order will be generated and displayed in the Billing History.
NOTES:
By renewing now, the client’s next charge date will be updated to reflect their new renewal date.
If you’d like to maintain the same renewal date, simply change the renewal again through the Actions menu.
Renewing a Membership before Term Expiration
Memberships can be renewed before the terms of their subscription expire. To renew a subscription:
Navigate to the client’s profile and select the membership tab.
Select the Actions menu to “Change renewal.”
Select “Now” to renew the membership immediately and award the client their designated membership vouchers and benefits. A renewal order will be generated and displayed in the Billing History.
Memberships that fail to renew will not show as open orders within the Orders section of the Sales tab. Only successfully billed memberships will appear as closed orders. Whenever you update a client’s payment information and successfully rebill a failed attempt, the associated order will appear as closed.
NOTE: By changing the renewal to renew now, the client’s next charge date will be updated to reflect their new renewal date. If you’d like to maintain the same renewal date, simply change the renewal again through the Actions menu.
Pausing a Membership
In the client's profile, under the Memberships tab, click the membership you’d like to pause.
Click Actions and Pause.
Enter the date for membership billing to resume.
Enter a reason for pausing the membership. Select 'Other' to enter a custom reason, or select 'Client requested' if your client cannot provide one.
If you wish to send an email notification to the client, select the email notification box, which is selected by default.
Click Save.
NOTE: Memberships cannot be paused indefinitely.
Canceling a Membership
In the client's profile, under the Memberships tab, click the membership you wish to cancel.
Click Actions and select Cancel.
Click Now to cancel the membership immediately or at a later date.
Enter a reason for canceling the membership. Select 'Other' to enter a custom reason, or select 'Client requested' if your client cannot provide one.
Click Save.
Sample Client Notification
The client will receive an email notification that includes the date in which the cancellation is effective.
NOTE: Canceling a membership cannot be reversed if canceled immediately or if the date of cancellation has passed. If you set the cancellation for a future date you can reverse the cancellation before the effective date of termination. The cancellation notification is sent immediately.