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Provide a way to change membership level during renewal

Current Behaviour

During membership renewal a member may have more than one membership level available. Choosing among them is cumbersome. The member clicks one button to renew at his current level or clicks another button to choose a different level.

Also, changing the membership level doesn’t act like a renewal as regards calculation of the Renewal Due date. Desired Behaviour

Use one button for both functions. If multiple membership levels are available, show “Renew and choose membership level” on the “Renew until …” button. This would give the member a choice that looks like that on the membership application form.

The membership Renewal Due date would need to be calculated based on the level that was selected, since different levels may have different renewal periods.

An option may need to be added to the membership level renewal policy to prohibit member self-service level changes, which would prevent the Change Membership Level button from showing on forms. Why

We have in the past only offered an annual membership (Regular). We have now created a three-year discounted membership as another level (Regular – 2011 3-Year Deal). The process for a member to select the new level is too cumbersome and confusing. First, he has to know another level exists. Then he has to use the Change Membership Level button instead of the Renew Until button. If he chooses the Change Membership Level button, the Renewal Due date is calculated differently that for a renewal (it’s based on the current date at the time of the level change).

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    Greig HolderGreig Holder shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →

    43 comments

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      • PaulPaul commented  ·   ·  Flag as inappropriate

        I agree. This issue causes lots of confusion and additional administrative work on our volunteers to maintain/respond to member emails and manually have to update every time someone changes their membership level after receiving a reminder, but before the renewal date.

      • MarkMark commented  ·   ·  Flag as inappropriate

        Allow membership level changes only during renewal -
        Provide a selection under Levels that allows members to change levels only when renewing.
        That would satisfy our requirements. No need to pro-rate, offer refunds, etc. Members would simply renew at the new level, at the appropriate rate, and for the same membership term.

      • MarkMark commented  ·   ·  Flag as inappropriate

        Provide a selection under Levels that allows members to change levels only when renewing.

        That would satisfy our requirements. No need to pro-rate, offer refunds, etc. Members would simply renew at the new level, at the appropriate rate, and for the same membership term.

      • Marshall L. HenleyMarshall L. Henley commented  ·   ·  Flag as inappropriate

        I agree. Just add the ability to select from your current level or the available levels configured for that level at renewal (we would even say "force the selecion" - so we have a chance to upsell them) . That would solve our problem.

      • Cindy BruceCindy Bruce commented  ·   ·  Flag as inappropriate

        This is our first year in using WA and we are facing this problem already, ourselves. We have introduced a lower membership fee for 2017 so as some people are renewing their membership for January, I have had to try to make it clear on our website that they need to "Change Membership Level" when they renew, in order to pay the lower fee, so instead of Adult or Student level, they need to choose the 2017 Adult or 2017 Student level but many of them are missing this. The main problem is that when I set the new levels up, I set the renewal date to be one year from now. Some of them come out correct to say their renewal date is December 15, 2017 but for most of them, it's saying December 15, 2016 and they get freaked out, thinking their membership now expires in one month. So I'm having to go in there on a daily basis, to check everyone's expiration date and manually change most of them to December 15, 2017. This is very time consuming because we will be having over 500 to renew. I've been told by support that because they're changing their level, they're not actually "renewing" and the next renewing date is December 15, 2016. Well, why then do we have the choice of choosing the renewal date when we add a level for them to change to, if it's not going to work the way we think it should, AND why do some of them change correctly and some do not?

      • mcordenmcorden commented  ·   ·  Flag as inappropriate

        fix the issue where is someone changes membership level after receiving the reminder, but before the renewal date, the system doesn't renew them.

      • Apricot KernelAdminApricot Kernel (Product Manager, Wild Apricot) commented  ·   ·  Flag as inappropriate

        Henry, this is exactly what this suggestion is about - when we start working on it, we most probably redesign current behaviour and remove this difference between renewal and level change. During renewal process anyone will be able to change current level if he wants.

        Still, this is not not in work.

      • Henry BusettiHenry Busetti commented  ·   ·  Flag as inappropriate

        Members renew their annual membership with our organization (a mountain bike club) starting each April 1. In our renewal reminder email we encourage them to upgrade their membership to a higher level while they renew. If they renew at the same level they receive the "renewal completed" automatic email (which we have customized). If they renew and upgrade their membership they receive two automatic email (level change pending and level change pending - which are not customizable), but to not receive an automatic "renewal completed" email.

        Our problem: we have to keep track of all our "level change completed" memberships in order to send those members a manual "renewal completed" email.

        Our suggestion: can an option be created so that an organization can treat a renewal with a level change just like a regular renewal (and have an automatic "renewal completed" email go out, and eliminate the "level change pending" and "level change completed" emails?

      • Brandon LongleyBrandon Longley commented  ·   ·  Flag as inappropriate

        I have been experiencing issues with the changing membership level system, this would most probably solve the process of changing levels. Currently it has to be done manually by admin.

      • batguanobatguano commented  ·   ·  Flag as inappropriate

        What's the status of a fix for the multi-year membership level renewal problem? I'm unable to find any mention in the product roadmap and, for my organization, renewal due dates continue to be updated incorrectly when processing renewals.

        This problem was first reported in 2010 and in 2012 it was on the design team's to-do list. Have some changes been made? Are more planned? Do we need to start a new thread on this subject?

      • Jessica ReinhardtJessica Reinhardt commented  ·   ·  Flag as inappropriate

        Changing a membership level is something we currently offer to our members, and is handled at renewal time. At the moment, we use this as a way for members who would like to support the cause to donate a higher amount of money at their renewal date. We are just starting to use the Wild Apricot system and invoices have been sent out.

        Based on my research, I expected that members would be able to select a level of membership during the renewal process. This is very important to us. The road map document is large and cumbersome. Could WA staff provide an update on this issue?

      • mcordenmcorden commented  ·   ·  Flag as inappropriate

        This is also a huge problem for us. I see this has been dragging on for years with no action.

        This leads me to assume that there are no plans to fix this flaw anytime soon (or ever)!

        I understand that all systems have issues of one type or another. But it's not good to see that it's been a know issue for 4 years and customers are being told in 2012 "this is a frequent request and something our product design team plans to work on this year." IN 2012!

        Come on guys. Either fix it or be honest and say it's something that we just have to live with.

      • mcordenmcorden commented  ·   ·  Flag as inappropriate

        This is also a problem for us. Members change their Level at Renewal time yet the system doesn't record them as having renewed.

        I see this has been an oustanding flaw in the system for 2 1/2 years!

        Do I assume then that there are no plans to fix this anytime soon (if at all)?

      • xavier_8_29_98xavier_8_29_98 commented  ·   ·  Flag as inappropriate

        Hi...any update on this post from the WA Team?

        We've been using WA for 2 years now and having to manually handle member level changes vs renewal is becoming more and more of an issue for our admin team. It's confusing for our membership to see two buttons on their profiles: one for Change Level and another for Renew.

        Most click the Change Level button thinking that they'll be paying for next year at the new level, only to discover that they've just paid for THIS year twice. Either our admin team has be on the look out for these random events, our members have to know to check the "Renewal due on" date that they rarely ever notice, or when it's time to tally our member counts for voting rights, our admin team discovers the mistake. As you can imagine, the member records are not clean and that is highly problematic for a Sorority.

        Has a solution been implemented or is there a way for us to manage this using some custom scripting?

      • sguziksguzik commented  ·   ·  Flag as inappropriate

        I am actually shocked that you can not do this - either manually or self-service. It is enough for us to consider moving to another system altogether.

        In the meantime, if you do want to change the member level - it seems if youare entering manualy and EDIT the level BEFORE you generate the invoice you might actually be renewed as well.

        But seriously - it should not be so hard to do this.

      • bobblessebobblesse commented  ·   ·  Flag as inappropriate

        In January, 2012 I requested, like others have, that something be done about the problem of members changing their membership level, paying the fee, and believing they are renewing for the following year. We are now coming up to our 2013 renewal period (our fixed renewal date is Jan. 1) and this problem hasn't been addressed. I know we will have students changing their membership level from student to regular and they will be thinking they are renewing until 2015. When they start getting overdue renewal notices, we will receive queries from them that they already renewed.

        Please address this issue. As he previous post said, it is a very important for effective membership management.

        Many thanks,

        Bob

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