Scheduled Actions and Age-Band Changes in Gladstone 360

Problem

Staff need to move a member to a different price level or membership on a future date, for example when they reach 60 or move from junior to adult, without stopping their direct debit.

Resolution

1. Agree the change with the customer

   • Junior to adult is effectively a new sale, because of the price increase. Don't move members onto a dearer subscription without their agreement.

2. Change the membership type

   • Use Change membership type to move them to the relevant membership. It is scheduled to start on the next date, and the automatic change-membership email can include the new T&Cs.
   • Change membership type creates a pending cancellation of the old subscription and the new subscription, whose first payment shows in arrears until collected or paid.

3. Schedule the price level change

   • Add a scheduled action to change the price level on their birthday. It runs at midnight, and the subscription rolls over to the new membership after that.

4. Use Quick add for other future changes (if applicable)

   • Scheduled actions > Quick add can only change the price level, status or site on a future date. It needs Add scheduled actions and is usually a back-office task. It runs at midnight.

Notes

• If a member's price level changes (for example on reaching 60) while they hold an adult membership, the DD stops collecting, because the price level no longer matches the membership. Cancelling then fails for the same reason: you have to switch the price level back, cancel, switch again, and re-add the membership. That is why the order above is better.
• A Sisense report can list members due to change age band next month.
• Removing a membership doesn't change the status from Current to Casual automatically. Change it manually, or ask Gladstone's data team for a script.
• Around the DD run, subscriptions are rolled forward when the run is processed. Membership changes (upgrades, downgrades) are then blocked until the new period starts. Plan changes before the run.
• Concession criteria: the Concession criteria field on the contact's personal details (for example veteran, disability) records why a concession applies. Add it to the add-membership workflow (360 cog > Configuration > Workflows, filter by type Add membership > edit > Additional information > screen profile) so staff must fill it in when selling concession memberships. Go Join can fill the same field, so it can be reported on across both channels.
• Related: Using the Gladstone 360 Memberships Tab.

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