What about their payment? Why can't I see the downgrade and upgrade options in a customer's membership?
Your members are able to upgrade and downgrade memberships themselves. However, you can also change customers' monthly membership plans on their behalf.
💡Upgrades and downgrades do not currently remove any future bookings made with the previous membership. Future bookings should be removed manually if required.
In this guide, we'll cover:
How to upgrade a customer's membership
To upgrade or downgrade a customer's membership from your end, head to your customer's membership tab (Customers >> Customer List >> Search customer >> Memberships) and locate the membership that the customer wishes to upgrade or downgrade from.
On the detail page for this membership, click either the 'Upgrade' or 'Downgrade' button, depending on the action the customer wishes to take:
💡 Upgrades start immediately, unless you decide to change the start date. The system will also calculate an upgrade payment.
How much does the customer pay when they're upgraded?
Since membership upgrade starts on the day of purchase, i.e., the date you perform the upgrade, unless the start date is changed manually.
If an upgrade is actioned mid-way through a customer's billing cycle, then that customer is likely to be entitled to credit towards their first payment.
Example
In the screenshot above, the customer pays £100 each month for the original membership, and the billing cycle runs from 16th-15th each month.
- They paid on the 16th of the month, and the upgrade is actioned on the 20th of the month, the customer has overpaid their previous membership by 26 days, so let's return this to them.
- They are credited with £78.39 which is then taken off their first payment for the upgrade
- £100 (original payment) - £78.39 (credit) = £21.61 first payment total towards the difference and upgrade.
- They will then pay their next £100 full payment, next month on their billing date.
Lastly, you will need to choose one of the following payment options:
- If the customer has an existing card or Direct Debit, you will be able to use that for the new membership.
- Or you can defer adding a payment if you do not know the customer's card details. This will prompt the customer to add a payment method from their TeamUp account
- Or you can add a new payment method the customer would like to use for this upgraded/downgraded membership:
How to downgrade a customer's membership
Downgrades start at the end of the billing cycle unless the start date is changed.
💡 There are no prorated calculations on first payments, so if you change the start date of the downgrade, you should also review the first payment amount total and adjust accordingly.
You will also have the option to add an expiry date to the upgraded membership if you wish.
You will also see options to apply a discount code and view the total of recurring membership payments, as well as any prorated first payment.
💡You are able to override both the Recurring Payment and the First Payment amounts.
Why can't I see the 'Upgrade' and 'Downgrade' buttons in a customer's membership?
If these buttons aren't visible in your customer's membership, it's usually due to one of these reasons:
Let's say that your customer's current membership allows them 3 classes per week, and they have a recurring reservation for each class, i.e., 3 recurring reservations.
They want to downgrade to a membership that allows 2 classes per week, so you head to their membership to do the downgrade, but the 'Downgrade' button isn't showing. This is due to them having more recurring reservations than the new membership would allow.
In order to downgrade their membership, you would have to cancel at least one of their reservations (you can do this from their profile >> Registrations tab >> click the reservation you want to cancel >> click 'Delete'). Once you've done this, head back to the customer's membership - the 'Downgrade' option will now be visible.
💡 For more information make actions to a recurring reservation, see the following guide 🎥 Editing, canceling, and deleting recurring class reservations (w/ VIDEO)
2. The customer doesn't have a recurring membership
Downgrades and upgrades are only available for recurring memberships, so if a customer has a pack or a prepaid plan, these options won't show in their membership.
Instead, you'll need to manually cancel their pack or prepaid plan and then add the new recurring membership to their profile (you can adjust the price on their new membership if needed).
3. You're trying to upgrade or downgrade them from a recurring membership to a pack or a prepaid plan
Upgrades and downgrades can only be actioned between recurring memberships. It's not possible to upgrade or downgrade a recurring membership to a pack or a prepaid plan.
Instead, you'll need to manually cancel their recurring membership and then add the new pack or prepaid plan to their profile (you can adjust the price on their new membership if needed).
Why can't my customers see the 'Upgrade' and 'Downgrade' buttons on the customer site?
This can happen for one of the reasons mentioned above or because the membership they're trying to upgrade or downgrade from or to only allows customers to purchase by contacting the business*.
💡To check if your membership is set to 'contact us to purchase', head to Memberships >> Memberships >> click the membership name >> General - Customer purchases.
If you need to change this setting, simply click 'Edit' to choose the "Customers can purchase this plan themselves" option.
If your memberships can only be purchased by contacting the business, you'll need to action the upgrade or downgrade for your customers, as seen above.