FAQs

See our text/video documentation for club set up here: /Store/Clubs/Club-Setup

See our text documentation for club set up here for adding a club and club signup to your site (below the video): /Store/Clubs/Club-Setup

See our text/video documentation for club processing here: /Store/Clubs/Club-Processing

See our text/video documentation on how to cancel a club member here: /Store/Clubs/Cancelling-a-Club-Membership

The Order Confirmation system email is not automatically sent when you process club orders. You will have to manually send this confirmation out. To do this you will want to see the Club Processing Documentation.

It could be the credit card security, the company may be thinking it’s a fraudulent charge (or their credit card could be stolen). The club members can call their credit card company and see why it’s being declined. It could also be that they are past their limit on their card.

In order to set up a club with frequency options, you'll need to set up separate clubs for each frequency option and provide links to each. For example, Wine Club #1 has three frequency options - month to month, every other month, and quarterly shipments. This means you will have to create 3 separate clubs for each type of option.

If you want to set it up so that the customer pays for the first month and then is a continuous wine club member with continuous shipments, then you will need to add a welcome package.

The "Primary" address only applies to online orders. When a customer logs into the website their billing information and primary shipping address will auto-populate for them when placing orders.

Shipping addresses for club memberships must be set on the Clubs Tab in the club member's contact file. The Ship To: address will be the shipping address that club processing will use.

For more information please see: Contacts/Clubs Documentation

At this time we don’t have a feature to send an auto email to prepay memberships that are ending.

You can set up a reminder in your system to email yourself on a specific day (either on or close the last shipment for that club member). Here’s info on setting up notes/reminders: /Contacts/Contacts/Notes. Then you can be reminded to call or email that club member.
 

In club processing, no discounts are applied, you will need to manually assign the price to each product before you add the product to the club package.

A non-authorized member is any member that has not had their club shipment processed. So initially all members within the shipment will be non-authorized, as you process the shipment and orders are completed successfully this number will decrease. If you have members with expired credit cards they will be non-authorized until you address update their information an try processing the shipment again.

If there are club members in the club but won’t get the correct shipping, they need to either create a new shipping type that has the correct shipping (aka if they are using ‘ground’ copy ground but call it ‘club’ and add AK and HI to it). This will send an incorrect code to fulfillment if they are using a fulfillment center.

The other option would be to put the AK or HI club members into a separate club and process them separately.

Once a club has been created, it cannot be deleted if there are any active, on hold or cancelled members associated with it.  In order to delete a club permanently, you would need to remove all existing active, on hold and cancelled members so that there are a total of zero members associated with the club.  

Alternatively, if you wish to preserve the associated member data historically, you could archive the club by inactivating it.  Please uncheck the IS ACTIVE and the DISPLAY ON WEB settings under STORE > CLUB > CLUB LIST and save your changes.  

Please Note: Before archiving a club, it is recommended that you mark all members in that club as cancelled.  The most efficient means to bulk cancel your members, especially if you have a large club that you are sunsetting would be to use the club member importer tool.

The solution would be to adjust the Qualification Date in the Club Processing Shipment. The Qualification Date is designed to allow only club members who are active as of that date to be added to the shipment.

For example if the Qualification Date is June 1st and I joined your Club on June 11th, I do not qualify for the shipment unless the Qualification Date is June 11th.

1. To allow your new club member to become part of that shipment you can go into the Club Processing tool > go into the Club Shipment that you want to add this club member to.
2. Now change the Qualification Date to be on their signup date or sometime after their sign up date.
3. Next you can go to the Club Members tab and at the top you will see a message saying how many club members can be added to this shipment. If you only want to add one club member then click on the blue link saying "View member(s)". If you want to add all members click on the blue link saying "Add member(s) to this package"
4. If you click on "View member(s)" a new window will open, look for the club member name and check the box beside it. Now scroll to the bottom to hit "Add to Package".

They have now been added to the shipment and are ready to be processed.