Highlights

• You can now give club members the ability to skip packs and cancel memberships themselves
• We've made a small update to the filters that help you find members who have customised their club packs
• When creating / updating / deleting customer addresses and payment info, this is now logged in the customer's Activity Feed
• You can now delete old Coupons
• We've made the Advanced Pricing user interface much cleaner and easier to use / manage

Self-service Skip / Cancel memberships

There are a lot of reasons to give your customers the ability to skip club shipments and even cancel their memberships themselves. Studies have shown customers are:

• More likely to sign up if they have more control
• Less likely to churn if they have more control

An added bonus is less administration for you.

Almost all of our clients have told us over the years that they don't want their members to be able to skip packs and cancel memberships themselves, and as a result, we never built the functionality.

But with cost of living pressures impacting a significant proportion of the population, there have been more memberships churning and this has resulted in more administration work for club managers.

After the last big club month (March) one of our clients reached out and asked if we could build the functionality. Normally if one client wanted something, we'd explain we needed to wait for others to also want it... but in this case it's different because we we're big on improving the customer experience, and we believe this is will do just that.

As a result, you now have the ability so set whether you'd like customers to Skip club shipments themselves and Cancel club memberships themselves.

Note: this is a voluntary feature which is switched off by default.

At the bottom of a Club's Settings page you will see the following options:

(Sidenote: Did you know you can set your club to auto-retry failed payments?)

You'll see two new boxes where you can set how many days before a member can Cancel their own membership and how many club shipments they're allowed to skip per year.

Eg. If it is a condition of membership that people must remain a member for at least 1 year, enter 365 days into the first box. If you don't want people to be able to Cancel their own membership, leave the box blank.

Eg. If you have a wine club that is 2 times per year, you might want to let people Skip up to 1 of them per year, but if you have a club that is up to 6 times per year, you might want to let people skip 3 of them.

When you switch this on, your customers will now see a menu hamburger within the My Account or My Memberships widget, if you're using them on your Wordpress website:

Clicking on that will present the member with the options to Skip (if switched on) and Cancel their membership (if switched on):

In your Club Members admin, you'll see this icon in the list view when a Skip has been Requested:

You can also filter your members list to see who's got an outstanding Skip Request:

If a customer rings you up, you can put in the Skip Request within the Actions menu for the membership:

When the Skip is Requested, we display it against the membership and in the customer's Activity Feed:

Now that the Skip has been Requested, it can now be either or Applied or Cancelled.

To Apply (honour / grant) the Skip Request, most of the time you won't have to do anything - the system will manage it for you.

If your clubs are "Winery Initiated" - i.e. Winemakers Selection type club or a Customer Chooses Each Time type club - the Skip Request will be Applied when you initiate your next Club Run.

Simply process your Club Run the way you would normally:

And before initiating the club run, you will see this:

When you Post the Club Run, the Skip Request will be Applied and the Estimated Next Charge date will be updated:

In the case of automatically "recurring order" style wine clubs, you won't have to do anything... the system will simply update the Next Charge Date to the next scheduled:

i.e. the system will automatically Apply the Skip.

FAQs:

Q: What if a Skip is requested in the middle of a Club Run?

A: For "winery initiated" club runs, if a customer puts in a Skip Request while they are in an Active club run, the system will automatically cancel their current club run and Apply the Skip:

Q: What if I don't want to honour the Skip Request?

A: You can simply Cancel the Skip Request within the membership's Action menu:

Cancelled Membership confirmation emails

When a membership is Cancelled, the system now sends a confirmation email which you can edit within Settings > Email Templates:

Filtering members who have / have not customised their club selections

A few months ago we added the ability to filter down to members who had either Customised their Selection or who are currently getting the winery's Default Order.

To make those filters visible though, you had to have already filtered down to members of a particular club.

That proved to be a) not immediately obvious and b) a bit annoying, so now the Customer Choice Status filters show no matter what.

Customer Activity Feed updates

Now when you or a customer update their Contact Card information, we're logging it in the Customer's Activity Feed:

Deleting old Coupons

Now you can delete Inactive Coupons:

Hint: If you don't see the option to Delete the Coupon, make sure it's been made Inactive first 😊

Updated Advanced Pricing user interface

Our Advanced Pricing feature offers unmatched flexibility for pricing out your products... but the interface for managing all those prices got pretty messy pretty quickly, making the Product Settings screen an endless scrolling page (clients started adding a lot more Customer Groups and pricing tiers than we anticipated).

So we cleaned it up, organising it into a simple and clean table format:

We hope you enjoy these updates. Of course, if you have any questions about these new features / upgrades, or anything else, please do not hesitate to reach out!