Using the Gladstone 360 Memberships Tab
Problem
Staff need to read a member's current and past memberships in Gladstone 360, update direct debit bank details, and upgrade or downgrade a membership.
Resolution
Review the membership
- The tab shows current and expired memberships, start date, earliest end date or expiry, next payment date and amount, and Related documents attached to the membership.
- For a committed-term DD membership, 360 shows the earliest end date (for example 11 months ahead with a one-month notice period).
Update DD bank details (if applicable)
- Select Edit to update DD bank details (full details are masked). Saving queues a new AUDDIS instruction to the bank.
- It isn't useful for annual or RCP memberships.
Change the membership type (if applicable)
- Use Change membership type (Options on the subscription). It appears only if the GMC setting Allow change membership type is on, and lists only the subscriptions allowed in
GMC > Front of house > Membership settings(upgrade/downgrade groups), so tick the new workflow groups there. - The subscriptions need Automatic Pro Rata Refund ticked in Plus2.
- Downgrade rules (before earliest end date, more than one in 30 days) are GMC settings.
- Upgrade: 360 credits the unused part of the old membership and charges the new one pro rata, so the member pays the difference today. The next Direct Debit collects the new price. No new Direct Debit instruction is needed.
- Downgrade: the member keeps the higher membership until the end of the period and pays the lower price from the next collection.
- The amount due can be paid now or left on the member's account to pay online or on their next visit.
- An immediate or scheduled change sends the matching change-of-membership email.
- Use Change membership type (Options on the subscription). It appears only if the GMC setting Allow change membership type is on, and lists only the subscriptions allowed in
Notes
- Complimentary extra time (extending the end date) is done in Plus2.
- An expired subscription doesn't change the member's status automatically; access is still refused because the entry point profile checks for a valid subscription.
- The Go purchase screen shows only today's pro-rata and the monthly amount; upcoming consumer legislation is expected to require the total contract cost to be shown, especially for committed terms.
- Customers can't yet cancel from the Go app; self-service cancellation is expected as the law changes.
- Cancelling: Cancelling a Membership in Gladstone 360. Wrong amount collected: Correcting a Wrong Direct Debit Membership Amount in Gladstone 360.
- Membership change settings: Configuring Gladstone360 Front of House Settings in the GMC.