Selling a Membership in Gladstone 360

Problem

Front of house staff need to sell a membership on a customer's record in Gladstone360 using a membership workflow, take any payment due at the till, and fix the most common reasons a sale won't go through.

Resolution

1. Start the membership workflow

   • Open the customer's record in Check-in or Contacts, go to Memberships > Add, and choose the workflow (for example Adult).
   • Each membership workflow sets one price level at the end. Start the workflow that matches the membership you're selling. If you start the wrong one, cancel it and start the right one.

2. Complete the Membership step

   • Choose the membership type. Only types for the customer's price level are listed.
   • You can delay the start date. Payment is still taken now and the membership starts later. The start date can't be earlier than today.
   • Check the earliest end date and cancellation period.
   • For direct debit, click Add and enter the bank details (6-digit sort code, 8-digit account number). Where bank validation is switched on, invalid details stop you continuing. The DD reference is created automatically.
   • Any discount set up on the subscription is applied automatically. Promotion codes can be entered if your site has enabled them.
   • For a linked member, choose Paid by (the member or the primary).

3. Work through the remaining steps

   • Complete the steps your site has set up (for example personal details, additional information, address, card, contact details, preferences, photo).

4. Check the amount due

   • The workflow finishes on the customer's POS screen with the amount due now. Expand it to see the breakdown (for example joining fee plus DD pro-rata).

5. Take payment

   • Take payment. You can split it across payment methods.
   • After payment, the member's price level and status update automatically and the confirmation email is sent.

Notes

• Before you start: the customer must already have a record. Add them first with an Add contact workflow if they're new, so their price level is correct.
• Permissions: you need permission to run the membership workflow. Each workflow is limited to certain roles.
• Only one-off fees (joining fee, admin fee, add-on products) can be discounted at front of house. Membership fees can't be discounted in Gladstone360.
• Gladstone360 can't sell a membership with a past start date, and can't edit a membership's end date, roll forward or extend a subscription. These are done in Plus2.
• If a subscription was added with the wrong start date, delete it and add it again with the right date.
• Booking privileges from a new membership start on the subscription start date, not the sale date.
• Membership types are listed in alphabetical order. The order can't be changed; you can submit a feature enhancement request.
• Recurring card payment (RCP) memberships can be sold in Gladstone360 (the first payment is taken at the till), but staff can't capture the member's card there or in Plus2. Only the member can add their card, in the wallet on their Go account, and click Use this card as my RCP payment method. Card details aren't stored on any Gladstone database. Many sites sell RCP online instead to avoid failed payments.
• Around the direct debit run, subscriptions roll forward and membership changes are blocked until the new period starts. Plan changes before the run.
• When testing, use your own work email for test members. Emails are sent from test systems too.
• Troubleshooting:
  • The membership isn't in the list: it isn't in the workflow's group, or the member's price level isn't ticked on the price product. Ask your administrator; see Setting Up Gladstone 360 Membership Workflows.
  • Next is greyed out when selling a cash membership to an ex-member: old bank details are still on the account (often from an ADDACS report). Delete the old bank details from the member's account, then continue.
  • You can't sell the same membership again after it expired: the subscription type doesn't allow duplicates. In Plus2, go to Configuration > Financial > Subscriptions > Subscription Types, open the type, and on General Details tick Allow duplicate subscriptions.
  • One workflow errors at the sale while others work: there are duplicate workflows with the same ID, including deleted ones. Raise a case; Gladstone support checks for and removes the duplicates.
  • A promo code works on Go Join but not in Gladstone360: the promotion hasn't started yet, or promotion codes aren't enabled in Gladstone360. Check the promotion's start date in the GMC and that promotion codes are enabled. For offers starting on the 1st, discount only the introductory price.
  • A new member is still charged for classes or can't book ahead: the subscription starts in the future (for example the wrong date was entered). Delete the subscription and re-add it with the correct start date.
  • You can't continue past the bank details step: the sort code or account number is invalid. Check the details with the customer. Don't skip validation.
• Common questions:
  • Can I discount a membership fee for a customer? No. Only one-off fees can be discounted at front of house. Use a promotion code if your site has set one up.
  • Can I start a membership next month? Yes, set a future start date. Payment is still taken today. Your site may limit how far ahead a start date can be.
  • Can we sell direct debits on a tablet at reception? The workflow can take bank details, but check your direct debit mandate requirements. Some sites sell direct debits online only and use Gladstone360 for up-front memberships.
• When to contact Gladstone support:
  • One workflow keeps erroring at the sale: include the site, workflow name and the error message.
  • Allow duplicate subscriptions is already ticked and the sale is still blocked: include the member ID and subscription.
• Related: Using the Gladstone 360 Memberships Tab; Configuring Membership Discounts in the GMC.

This page as markdown · All pages · llms.txt