FAQ and troubleshooting

Check whether at the center level, under the Invoice and Receipt section, you have selected the Balance with tax included setting.

When this setting is selected, the balance shown on the communications will include the tax amount and so will be different from the balance shown on the system.

Here is an example showing how the numbers are calculated.

Membership price: 100
Tax on membership: 20%
Tax amount: 20
Price: 120
Credit amount (Total credit amount accrued through Membership collection): 200
Credit amount (Total credit amount accrued through Membership collection+ Tax): 200 + 20 = 220

On Invoice 1:

Credits used: 48
Credit balance (shown on page): 200 – 48 = 152
Credit balance (shown in communications): (220 x 152) / 200 = 167.2

A guest with an expired membership can continue to receive member prices under the following conditions:

The Redemption post expiry setting is enabled and the guest has unused credits.
The Redemption post expiry setting is set to blocked, the grace period end date is in the future, and the guest has unused credits.

To check whether they have unexpired credits:

From Appointment Book, search for the guest and open their Guest Profile page.
Go to the Memberships tab.
In the Membership column, click the membership name.
The Membership Activity page appears.
In the Service Balance section, check if there are any credits available.

If a member has balance credits but when you cancel the membership the refund amount shows 0 (zero), check whether it is a non-recurring membership. You can refund the membership if the Excess Refund setting is enabled.

To enable excess refund:

You must have the necessary permissions to do this.

At the organization level, click the Configurationicon and navigate to Security > Security Roles.
In the Name column, click the role for which you want to enable the permission.
The Edit Role page appears.
Go to the Permissions tab.
Expand the Marketing Manager section.
Under Memberships, select the Excess refund setting.
Click Save.

Guests may have been charged twice in the same month for the membership

When a customer is charged twice in the same month for their membership, it can often be due to adjustments in the payment schedule or previous payment failures.

Review the payment schedule to see if any manual changes have been made. For example, if the scheduled payment date for February was changed to March 8th, both the February and March payments may be collected in March.
Check whether the payment for the previous month failed and was retried in the current month. Businesses often attempt to collect missed payments along with the current month's payment, leading to what appears as duplicate charges.
Examine the payment or transaction log to identify any changes to the scheduled payment dates or any retries due to previous payment failures.
Inform the client about the reason for the double charge. Explain that the adjustment in the payment schedule or a previous payment failure led to two charges being processed in the same month.
Adjust the future payment schedule to prevent such issues from recurring. Ensure that the client is aware of the new schedule.

Membership Credits FAQs

Why don't services redeemed through membership credits show up in provider or employee payroll reports?

Services redeemed using membership credits may not appear in payroll reports if the membership was set with 100% Immediate Revenue Recognition (IRR). In this setup, all revenue is recognized at the time of sale, and 0% is allocated to Service Credit Revenue (SCR). Since artist payroll is typically calculated based on service redemptions (SCR), no commission is recorded. To ensure redemptions contribute to payroll, the membership should have 0% IRR and 100% SCR, so revenue is recognized only when services are used.

Can the IRR and SCR percentages be changed for a membership that has already been sold?

No, once a membership is sold, its IRR (Immediate Revenue Recognition) and SCR (Service Credit Revenue) settings are fixed and cannot be edited. To change these revenue recognition settings, you must clone the existing membership, configure the correct IRR/SCR split (e.g., IRR = 0%, SCR = 100%), and then sell the new version to future guests.

What steps should I take if we’ve already sold memberships with 100% IRR, and services aren’t showing in payroll?

If memberships with 100% IRR are already sold and redemptions aren’t impacting payroll. Stop selling the current membership by unticking all associated centers under the membership’s "Centers" tab. This prevents further sales but keeps current memberships active. Clone the membership and configure it with IRR = 0% so redemptions contribute to payroll. Use reporting tools like Employee Sales Report or Sales Report (filtered by payment type = membership credits) to manually calculate commissions for redemptions from old memberships.

Will stopping the sale of an existing membership impact recurring payments for current members?

No. When you untick the centers in the membership settings, the membership becomes unavailable for new sales in the POS and online store, but it remains active for existing members. Importantly, recurring payments will continue as scheduled. This lets you phase out the old membership while keeping services uninterrupted for current subscribers.

How can I identify and calculate commissions for services redeemed using membership credits?

To track services redeemed via membership credits and manually calculate artist commissions, use: Employee Sales Report or Sales Report – Cash, and apply a filter for Payment Type = Membership Credits. These reports provide visibility into redemptions that wouldn't normally appear in standard payroll calculations when 100% IRR is configured.

What happens if I unselect the centers checkbox in the membership settings? Does this stop the membership or its recurring payments?

Unselect the Centers checkbox under a membership's settings to remove the membership from being available for new sales in the POS and online store. However, this does not affect existing active memberships, and recurring payments will continue as scheduled for those already enrolled. This setting is useful when you want to stop future sales of membership while allowing current members to continue using their benefits uninterrupted.

Membership Credit Redemption FAQs

Why is only part of the membership credit being applied to an invoice?

This typically happens when the invoice contains a mix of services and products, and the membership is configured to allow redemption only for certain item types.

Even if product redemption is enabled, Zenoti may split the credit application between product and service components based on:

How the items are categorized (product vs service)
Remaining credit limits
Item-specific exclusions within the membership setup

Solution: Review the membership configuration under Master Data > Memberships > Benefits Settings and verify that the items on the invoice are eligible for credit redemption.

2. How can I enable membership credits to apply to both products and services?

To allow membership credits to apply to products:

Go to Configurations > Memberships and open the relevant membership plan.
Navigate to the Set up membership accrual and redemption rules section.
Check the setting Allow redemption for products.
Optionally, define limits or exclusions based on specific product categories or SKUs.

Once enabled, members can use their credits for both services and retail items.

Note: Ensure your POS and staff are trained to identify eligible items during checkout.

Can I control how membership credits are distributed between services and products?

Yes. Zenoti allows you to:

Define how much credit can be used per category (e.g., 80% for services, 20% for products).
Set redemption caps for specific items or categories.
Allow remaining balances to be covered by another payment method (e.g., gift card or card).

This helps manage usage patterns, avoid over-redemption, and ensure financial control.

What is the correct order to apply payments during checkout to ensure optimal credit usage?

Zenoti recommends this payment sequence at the POS:

Redeem loyalty points (if applicable): Consider loyalty points as they expire sooner.
Apply campaigns or auto-discounts to reflect ongoing promotions.
Redeem membership credits, gift cards, or prepaid cards – prioritize non-cash forms.
Accept custom payments, cash, or cheques – to close any gaps.
Process credit or debit cards as a last resort to reduce transaction costs.

Following this sequence ensures that membership credits are consumed first, reducing manual adjustments or refunds.

If a payment was taken incorrectly, how can I correct it?

There are two methods to rectify this:

Option 1: Refund and Reprocess

Refund the entire or partial payment on the invoice.
Reinitiate the invoice and apply credits in the correct order.
Reprocess any remaining payment with alternative methods (e.g., gift card, card).

Option 2: Issue a Gift Card for the Unused Credit

Calculate the value of the unused membership credit.
Sell a gift card for the same amount and apply it to the invoice.
This allows redemption without changing the original invoice significantly.

Best Practice: Use gift cards for adjustments when refunds would cause operational complexity or financial reporting issues.

Why are membership credits not showing as available at POS checkout?

Check the following conditions:

The membership is active and not expired or canceled.
The guest has sufficient remaining credit balance.
The invoice items are eligible under the membership’s redemption rules.
The current center allows redemption (some memberships are center-restricted).
The redemption settings for services or products are correctly configured.

Note: If you're unsure, open the guest profile and navigate to the Memberships tab to verify credit availability and usage limits.

Can members redeem credits at any center or only at the purchasing center?

By default, memberships are redeemable across centers. However, some businesses choose to restrict usage to the purchasing center only.

To allow or restrict redemption:

Go to Master Data > Membership.
Select the required membership from the list and navigate to Advanced Settings.
Select the Restrict redemption to option as Sale center from the dropdown.
Save changes.

Reminder: If a member visits a different center, and this restriction is enabled, their credits won’t be available unless manually overridden.

How can I verify how membership credits were applied to an invoice?

To view the credit usage breakdown:

Open the Invoice Details screen.
Scroll to the Payments section.
Review the line items under:
- Membership Credits
- Gift Cards
- Loyalty Points
- Cash/Card/Custom Payments

Zenoti displays the exact split of how the payment was completed.

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