Actions on guest memberships tab
You may have to answer questions from guests about their membership status, balance, accruals, and redemptions. You may also have to collect payments, process refunds, transfer credits, cancel, freeze, or unfreeze memberships. You can perform all these actions and more from the Memberships tab.
View memberships
On the guest profile, click the Memberships tab. You can see the list of recurring and non-recurring memberships; you can filter this list.
To view the invoice details, click the invoice number from Invoice No.
To view further details about a particular membership such as the service balance, accruals, and redemptions, click the name of the membership.
View membership status in guest profile
The membership status determines if the guest can redeem benefits in a membership. The memberships your guest has purchased appear in the Memberships tab on the Guest Profile in the following sequence:
Active
Inactive
Not Started
Failed
Suspended
Frozen
Closed
Cancelled
Expired
The memberships of a particular status are further arranged in the ascending order of the expiration date. This means the memberships with an early expiration date appear on the top for each status.
Note
If a membership's setup invoice is not in Closed state, it will not be listed on this page.
All membership records appear by default in the Guest Profile page. However, you can choose to filter memberships of specific status using the View Memberships with Status option. Learn about different membership statuses.
At the center level, click the Appointment icon.
Open the guest profile page for a guest.
The General tab appears.
Navigate to the Memberships tab.
The list of memberships that your guest has purchased appears.
Click View Memberships with Status drop-down list.
A list of membership status appears.
Select a membership status which you want to view.
The membership records of the selected status appear.
Change membership recurring fee
To improve guest satisfaction and retention, you can adjust the membership recurring fee from the guest profile. Zenoti displays applicable taxes and applied discounts while modifying the membership price. The tax rate and amount are determined based on the center’s tax configuration, and discounts are either added manually or assigned through a campaign during the sale of membership in the POS.
You can either change the base price or the final price. The prices are automatically calculated, and the full breakdown of the membership fee is displayed. This helps businesses to improve pricing transparency and tax implications.
Price updates are allowed only for memberships with Membership Status and Collection Status as active. You can verify this information on the Membership Details page. Recurring fees or membership price updates apply to both versioned and non-versioned memberships.
Required permissions: Marketing Manager > Memberships > Update Recurring Fee
By default, this permission is enabled only for the Owner role.
To change the recurring fee:
At the organization or center level, navigate to Guests > Manage Guests.
Search and select the required guest profile.
Navigate to the Memberships tab and select the membership for price update.
Click Change next to the Payment Amount field.
Review the tax rate, tax amount, and discount.
If a discount is applied, a warning message appears stating that changing the price will remove the discount. When either the base or final price is updated, the discount value is displayed with a strikethrough text.
Enter the new Base Price or Final Price and click the checkmark icon.
Zenoti automatically calculates and displays the Base Price or Final Price based on your selection.
Click Update Price.
Note
After the price update is saved, the discount is removed from the membership. The discount and warning message do not appear in future price updates for the same membership.
Impacts and considerations
Modifications made to the price of the membership affect only future recurring billing cycles. Past invoices remain unchanged.
The updated price is visible in the guest's membership details and future invoices.
The membership price can be changed multiple times as long as the membership status and collection status are active.
Changes to recurring fees do not affect the membership start or end dates or the number of benefits assigned.
View details of transferred service credits
If guests enquire about the service credits transferred from their membership, you can view the transferred service credits details from the Membership tab of the guest profile.
If a recipient enquires about the service credits received, you can view the transferred service credits details from the Wallet tab of the guest profile.
Open the guest profile of the transferor (the guest who transferred the service credits).
Click the Membership tab.
The list of memberships purchased by the guest appears.
Click the name of the membership to view that membership's transferred service credits.
The Membership Activity page opens.
You can use Service Balances and Service Transfers section to view details of the transferred service credits
View transferred service credit details of a recipient
Open the guest profile of the recipient (the guest who received the transferred the service credits).
Click the Wallet tab.
You will see the details of the received and used service credits.
Redeem transferred service credits
If a guest is a recipient of service credits that another guest transferred, and the recipient avails a service that can be redeemed by the transferred service credits, when you open the invoice, the appropriate transferred membership service credit is auto-applied to the invoice.
Note
Transferred credits cannot be used in scenarios such as lack of balance, or if the source membership has been canceled. The wallet tab of the guest profile section indicates whether transferred credits can be used or not.
If the guest does not wish to redeem the auto-applied service credit, and redeem any other existing service credit, do the following:
From the Payments window, click Remove against the auto-applied service credit.
Click the Memberships field.
All applicable memberships including the transferred service credits appear.
Note
The transferred service credits have a From and date details.
Select the desired service credit and click the Arrow icon.
A message Membership benefits applied successfully appears. This indicates that the service credits have been applied.
Click OK and close the invoice as you normally would.
If you disable cross center redemptions for memberships, the following changes take place:
When you open the Appointment Info panel, the membership indicator appears only if the guest purchased a membership at the current center and the membership is currently active.
The appointment block of the guest shows the Membership indicator only if the guest purchased a membership at the current center and the membership is currently active.
When you click the Memberships link in the Appointment info panel all the active memberships of the guest appear. However, the option to redeem the membership only appears if the guest has purchased the membership at the current center.
If a guest avails a service that is part of a membership or transferred service credits, when you open the POS screen to collect payments, the service credit is auto-applied only if the membership was purchased at the current center.
The POS screen shows only the memberships and transferred service credits that are purchased by the guest at the current center.
If you allow partial payments for memberships, guests can make payments for memberships only at the center where they originally purchased the membership.
Redeem membership benefits using the auto-charge membership
If you have a busy center, it can be time-consuming for the front desk to redeem membership benefits and close the invoice manually for guests. To make this process easier and faster, the front desk can use the Auto Charge Membership option from the context menu in the appointment block and close the invoice faster.
When this option is selected, the guest’s membership is redeemed and the invoice is closed automatically. Depending on your organization settings, Zenoti either prints or emails the closed invoice for the guest.
Limitations
The Auto Charge Membership option appears only if the invoice amount is zero.
If there are any tips, SSG, and additional charges in the invoice, the Auto Charge Membership option does not appear.
The Auto Charge Membership option does not appear for group bookings.
If you have value credit ($credit), you cannot use the Auto Charge Membership option.
Important
To enable this option for your business, you must do the following:
Enable the Auto Charge Membership option for your business.
At the organization level, in the Default action post closing an invoice, select either Close and Print or Close and Email (Configuration > POS > Essentials > Invoice & Receipt section > Invoice Settings). This allows Zenoti to either print or email the closed invoice, based on your selection.
Navigate to the appointment block for the guest for whom you want to redeem the membership.
Click the appointment block.The context menu appears.
Click Auto Charge Membership.
Zenoti automatically redeems membership benefits for the guest and closes the invoice.
Depending on your settings, Zenoti either emails or prints the invoice.
Change the sale/refund dates of memberships
On the guest profile, click the Memberships tab. You can see the list of recurring and non-recurring memberships; you can filter this list.
From the Sale/Refund date column, click the date link and select a new date from the calendar.
Change the expiration date of memberships
On the guest profile, click the Memberships tab. You can see the list of recurring and non-recurring memberships; you can filter this list.
From the Expiration column, click the date link and select a new date from the calendar.
Check whether members can redeem credits after membership expires
On the guest profile, click the Memberships tab. You can see the list of recurring and non-recurring memberships; you can filter this list.
Click the name of the membership.
See the section Redemption post expiry. Depending on membership configurations, you may see Not allowed, Allowed, or Change. If you see the Change link, click Change and provide credentials to authorize the redemption of credits (after the membership expires or after membership is canceled).
Increase membership credit value
At times, you might want to award extra credits to certain members to retain their loyalty. In such cases, you can edit membership balance directly from the guest profile.
Note
By default, the permission to update credit value is not enabled for any user.
Open the Guest History page.
On the page, click the Memberships tab.
Click the Balance column of the membership you want to change.
On the Update Membership Balance window, in the New Balance Box, type the new balance of the guest after adding additional credits.
Click OK.
Configure the default payment type for a membership
You can configure a default payment method to collect payment towards membership for a guest in Zenoti. If the guest has set a prepaid card or gift card as their payment mode to collect membership fees and the balance becomes zero, Zenoti automatically uses the payment type you configure, to ensure that the membership is not suspended.
Open the guest profile page for a guest.
The General tab appears.
Navigate to the Memberships tab.
The list of memberships that your guest has purchased appears.
Select a membership.
The membership details page appears.
Click Change adjacent to Default Payment Method.
The Change Payment Type window appears.
Select one of the following payment types from the Payment Type dropdown as per guest’s preference:
Cash: Guest pays for the membership fees only through cash.
Online Credit Card: The membership payment is collected online using the guest’s credit card.
Offline BSB card: The membership payment is collected offline mode of payment, for example, checks, cards, or coupons.
Custom: The membership fees are paid using other modes of transaction that is not part of Zenoti.
Click Update.
A warning message appears stating that if confirmed all of the future and pending payments for frozen or suspended memberships will be collected from the default payment method.
Click OK.
The selected mode of payment type appears in the Default Payment Type in the Membership Details page.
Note
For active memberships, when associated cards are deleted, Zenoti changes the payment type to cash.
Refund a membership using one or more payment types
You can partially or fully refund the membership price of a one-time membership as well as one or more payments of a recurring membership.
Open the Guest History page.
On the page, click the Memberships tab.
Click the refund icon next to the membership charge you want to refund.
On the Refund Invoice page, in the Refund Amount box, enter the amount that you want to refund.
Select the checkbox next to the name of the membership.
In the alert that appears, in the Comments box, enter the reason for the refund.
Optionally, select the Close membership checkbox if the guest wants to discontinue the membership after the refund.
Click Save to close the alert.
Click Select Refund Mode.
On the Payment Methods page, select the Refund amount can be split across one or more below option.
Based on the payment type you want to use, enter the amount in the corresponding box in the Paid Amount column.
Note
If you select Check, Card, or Custom Payment types, click the icon to enter the relevant details. For example, if you are doing a check refund, you must enter, Check Number, Bank Name, and Check Date.
Click Refund.
Note
For integrated credit processing, you are not required to enter the card details, since Zenoti automatically refunds the amount to the card from which the amount was received. However, if the payment was made through a debit card, you will receive an alert to swipe the debit card, after which, Zenoti completes the refund process.
The refund invoice opens with the payment type details, showing the refund amount as a negative number.
Close the invoice by selecting Print or Email.
Refund a membership with a prepaid card
You can partially or fully refund the membership price of a one-time membership as well as one or more payments of a recurring membership.
Open the Guest History page.
On the page, click the Memberships tab.
Click the refund icon next to the membership you want to refund.
Note
In the case of paid-in-full memberships, this will be the full membership fee. For recurring membership, it will be the last payment draft.
On the Refund Invoice page, in the Refund Amount box, enter the refund amount.
Select the checkbox next to the name of the membership.
In the alert that appears, in the Comments box, enter the reason for the refund.
Optionally, select the Close membership checkbox if the guest wants to discontinue the membership after the refund.
Click Save to close the alert.
Click Select Refund Mode.
On the Payment Methods page, select Issue Prepaid Card, and then click Refund.
The refund invoice opens with the prepaid card value (equal to the refund amount). The number for the card is assigned automatically.
Close the invoice by selecting either Print or Email.
Transfer service credits to a guest
If a guest requests a transfer of service credits of a membership to another guest, you can transfer them from the guest's profile.
Important
You must have permissions to transfer the service credits. Your Administrator can enable this permission for you at the organization level (Configuration > Security Roles > Role Name > Permissions tab > Marketing Manager > Memberships and select the Transfer_Credits checkbox).
However, employees who have permissions to edit a guest's profile, will have the Transfer_ Credits option enabled by default.
You can transfer service credits only of a membership that is configured to allow transfer of service credits. Learn how you can enable transfer of service credits for a membership.
The membership must be Active.
The original guest (transferor) must have at least 1 credit to transfer.
Once the credits are transferred to a recipient, original guests (transferors) cannot request to transfer the credits back to themselves. This situation may arise if the recipient does not want to/ is unable to use the service credits.
Required permissions to override transfer limit: Marketing Manager > Memberships > Override Service Credit Transfer Limit
Open the guest's profile.
Click the Membership tab to view the list of memberships purchased by the guest.
Click the name of the membership whose service credits the guest wishes to transfer.
Navigate to the Services Balances section on the Membership Activity page.
Click Transfer under the Balance column.
Note
Zenoti prompts you to provide your credentials (username and password). Zenoti checks if you have the required permissions and allows you to proceed with the transfer only if you have the required permissions.
On the Transfer Membership Credits window, review the credit transfer eligibility:
The window displays the exact number of service credits the guest can still transfer, calculated based on the organization’s configured annual limit.
If a limit is in place, Zenoti checks the guest’s transfer history over the past 12 months to determine if the current transfer is allowed.
If the guest is within the allowed limit, the system proceeds with the transfer.
If the guest has reached the limit, a message indicates the date when the next credit will become eligible for transfer.
If you have override permissions, a message confirms that you are authorized to proceed even though the limit has been exceeded.
Important
Only specific staff have permission to override the service credit transfer limit. If you do not have this permission, contact your administrator. This operation should be treated as an exception.
Enter details of the service credits and recipient:
Service: This is a read only field that displays the name of the service whose credits are being transferred.
Quantity: Enter the number of credits to transfer.
Expiration Date: Select the date by which the transferred credits must be used. The recipient of the credits must use them before the date you set here.
Transfer to Guest: Search for the recipient by name or email. If the recipient is not an existing guest, use the Add New Guest option from the search bar.
Click Save after you select the desired recipient name.
Click Confirm Transfer.
A successfully transferred message appears. The service credits are transferred to the recipient and the recipient can now redeem the transferred service credits.
Undo service credit transfer
You can undo the transfer of service credits from one guest to another from the Memberships tab of the Guest Profile page.
To be able to undo the transfer of service credits, the following conditions must be met:
The EnableMembershipBenefitExpiry setting must be turned on before the membership was sold. If the setting was turned off when the membership was sold, you cannot undo the transfer even if the setting is currently turned on.
None of the transferred credits should be used. For example, if Mary transferred 2 credits for a 30-minute massage and 2 credits for a haircut to Martha and Martha used one of the 30-minute massage credits, then the credits cannot be returned to Mary.
Open the profile of the guest from whom the service credit was transferred.
Go to the Memberships tab.
In the Memberships column, click the membership for which you want to undo the transfer.
The Membership Details page opens.
Click View Details.
The Membership Activity page opens.
In the Service Transfers section, click the Undo icon.
In the confirmation dialog box, click Yes.
The service credits are returned to the original owner.
Extend service credit validity
If you have a customer who wants to pay for a service using service credits, but you cannot apply for the membership because you cannot see it on the POS page, this may be because the member’s service credits may be marked as expired. To enable the guest to use these service credits, you can extend the validity of the expired service credits.
Note
This is available only to the Owner, Manager, and Corp role.
Open the member’s Guest Profile.
To do this from redesigned Appointment Book, right-click the appointment, on the context card, click View Guest History icon.
This opens the Guest Details page.
Go to the Memberships tab.
Identify the membership with the expired service credits and click the membership name. These are usually memberships imported from the older system into Zenoti and can be identified by the ZSMB prefix in Invoice No, or it could be in recurring memberships with collections and balances in Zenoti. Depending on the number of invoices, you may have to navigate to the last page to find these memberships.
The Membership Activity page opens.
Check whether Redemption post expiry is allowed.
If it is allowed, continue to the next step.
If not
Click Change.
The Authorize Redemption dialog appears.
Enter your credentials.
Clock OK.
In the Service Balances section, expand the membership that has the expired credits.
Click the expiry date.
The Extend Benefit Expiry dialog box appears.
Set the new expiry date.
Click Save.
On the POS page, you can apply for the service credits from the membership to pay for the service.
Transfer a guest's membership
You can transfer a guest's membership from the base center to another center that has the same membership. After you transfer a membership, the next payment invoice is generated at the new center. Taxes on all membership fees, products, and services will change according to the new center's taxes.
To transfer a membership, the following conditions must be met:
In both centers, the membership should be active and sellable.
Membership should be in Active status for the guest.
Transfer option should be enabled for the membership in advanced properties.
The guest should have completed the membership total age at the base center.
Guest should not have any open invoices on the membership.
The guest should not be a minor.
On the guest's profile, click the Memberships tab.
Click the name of the membership you want to transfer.
Click Transfer.
In the Transfer On field, select the date on which you want to transfer the membership.
In the Transfer To field, select the center to which you want to transfer the membership.
Note
There is no option for a field to select the employee who transfers the membership. This field is not visible as membership transfer directly contributes to revenue loss for a center.
Type any helpful notes in the Comments box about the transfer.
Click Save.
Access membership event logs to track events
Membership logs help identify events such as when a membership type was changed and by whom, when the status of the membership was changed and by whom, and more. This helps identify errors and enables easy correction. Using the logs, businesses can track the following events:
Membership amount collected
Note
First collection will not be a part of this log, they will be found in invoice logs.
Membership payment type changed
Membership schedule change
Collect payment now
Redemption post cancellation/expiry change
Membership freeze
Membership unfreeze
Membership waive
Membership cancellation date/terminate date change
Membership status change
Collection status change
Membership upgrade or downgrade
Annual fees
On the Guest Details page, go to the Memberships tab.
In the Membership column, click the link to the membership for which you want to see the logs.
The Membership Details page opens.
To view the log, click the Show log link.
To download the log as an Excel file, click the Log icon.
You will find these at the top right-hand side of the page.
Reinstate a canceled recurring membership
Sometimes, upon a guest's request, you may cancel a guest's recurring membership. For example, a guest has a 12-month membership plan but requests you to cancel the membership after using it for 8 months.
If the guest comes back and requests you to reinstate the canceled membership, you (with the appropriate permission enabled) can reinstate the recurring membership.
Open the Guest Profile.
Go to the Memberships tab.
The list of membership appears.
Locate the membership the guest wants you to reinstate and click the membership name.
The membership details window appears.
Click Reinstate.
Important
If you see a message that says the guest has an active membership, it means the membership termination date is scheduled for a future date. Make sure you change the date in Terminate On to the current day.
The reinstate membership window opens with options to reinstate the membership.
Do the following:
Next Scheduled payment: Specify a date and time to begin the recurring payment collections for the membership. By default, Zenoti schedules payment collection to begin the next day.
Expiry Date: Specify when the membership should expire.
Important
In a recurring membership with no expiry, the Expiry Date does not appear.
Number of future recurring payments: Displays the total number of collections remaining for the membership. For example, if you are reinstating 6 months duration membership for which you have collected 4 monthly charges, then the number displayed in this case is 2.
Important
In a recurring membership with no expiry, the number of future recurring payments does not appear.
Click OK.
A pop-up with Membership Reinstated successfully message appears.
Click OK.
The canceled membership is reinstated and the Recurring and Membership statuses appear Active in the membership details page.
Other actions
Action | Perform these steps |
Allocate membership credit for various redemptions |
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Add members/ add guests to a membership ImportantYou cannot change the primary member in a membership. |
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View the grace period |
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View Terms & Conditions |
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Email Terms & Conditions |
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Resend Terms & Conditions |
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Reprint membership forms |
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