Yes, we agree. It feels like it was just New Year's Day, but time goes by so quickly. As such we find ourselves already on Valentine's Day. To celebrate this annual day of affection, our post today talks directly about something that we would all love.
The Easy Peasy Thoughtless Renewal Process
It happens to everyone at one point or another. Perhaps your credit card expired, or your bank detected fraudulent activity and you have received a sparkly new credit card - number and all. You try to remember all of your auto-payments that need to be updated. But sometimes, because there are so many, some slip through the cracks. Then the automatic billing failure notice is delivered. Ugh.
The same can be said for the members of your subscription website. It happens. But the best thing that you can do (for yourself and your members) is to make the renewal process so easy that you can save that membership without any customer support issues or annoyances from your member. So if it happens again, the member will not hesitate to renew again.
Easy Renewals? Sign Me Up (pun intended). How?
The process for a member to renew doesn't have to be complicated. Here are some important pieces:
- Prefilled form with existing membership data - only have to enter in new card details
- Clear path - they have access to the correct URL where the renewal form is located
- Renewal Form includes the correct member plan
The MemberGate software offers answers to all of these options so you can provide your renewing members with a path that allows them to easily find the renewal form for their membership. It's bonus that the form can already be prefilled with their existing information so that they only have to enter in the new credit card details (or edit any other contact details that may have changed).
Custom Billing Failure Notices
Each time a member has a billing failure (and if the 'Enhanced Recurring Billing' is enabled that could be 3 times in one billing cycle) an alert message is sent to the member via email.
There are two sections of the software to customize the message that is sent. If the message isn't customized, a default message will be emailed to the member. The default email message includes a link to content page 5 to renew.
Customize that Billing Failure Message - Details Rock!
It won't be completely foolproof, but for most members, customizing the message allows you to add a link to the subscription form that you would like members to use to renew. Customizing the message also allows you to add other important details.
- Submitting a renewal requires members to choose 'Yes' for the 'Is this a Renewal' field.
TIP: If using that field on your forms, let the members know.
- Submitting a renewal requires members to enter the username on file.
TIP: Include the variable |username| in the message to provide the member the correct username to use.
- Submitting a renewal requires members to enter the email address that is associated with their account.
TIP: Let them know to use the email address to which this message is sent.
- Submitting a renewal DOES NOT require members to enter the password that is associated with their account
TIP: BUT be proactive and include a password reset link in the message (this can be used for the prefilled options - more information below).
- Most importantly!! Include a link to a renewal form that you would like the members to reach.
TIP: EVEN BETTER - create a custom message and renewal form for each member plan.
- TIP: Include a link to contact you for questions.
- TIP: Include information about the Prefill box (if using - see below)
Where Can the Billing Failure Messages be Customized?
There is a generic billing message that is sent to members of all plans that do not have their own custom billing failure message.
- Generic Forms
Under 'Master Settings' --> Choose 'Edit Site Descriptions'
The 3 fields are: Credit Card Billing Failure Message - First Attempt, Credit Card Billing Failure Message - 7 Days, and Credit Card Billing Failure Message - 21 Days
- Specific to a Member Plan - This allows you to speak directly to members of that plan with details of their plan's benefits.
Those messages can be customized under 'Master Settings' --> choose 'Edit Member Plans'
the 3 fields are: Credit Card Billing Failure Message - First Attempt, Credit Card Billing Failure Message - 7 Days, and Credit Card Billing Failure Message - 21 Days
Prefilled Form Box
I would have to say that a prefilled form is king when providing a member with everything that they need to renew their subscription. The prefilled form is a box at the top of the subscription form that has a username and password field. The member just has to input their information into the form and the subscription form will be auto-filled with the member's details from their account. If pro-active, the username and password reset link can be included in the billing failure email message.
The prefilled box can be used in conjuction with the 'Subscription Form Generator'. To add the prefilled form to your subscription form, select 'Yes' for the 'Allow Login Prefill' field for that subscription form in the 'Subscription Form Generator' section.
Sending an Expired User Directly to a Prefilled Subscription Form
Sometimes a member may not know that their account is in arrears, or inactive. They may try and login to the site, and with a successful login, they will see an expired message with a link to the subscription form.
In a perfect world, wouldn't it be better if the member was automatically redirected to a subscription form so they can renew? And it would be even more perfect, if the form was already prefilled with the member's account details?
Calling Custom Renewal Page 23
There is a specially coded page (content page 23) that can be added to 'Edit Member Plans in the 'Custom Renewal Page for this Member Plan?' field. When page 23 is added to that custom renewal page field, and an expired member enters valid username and password information on the login screen, they will be automatically redirected to a prefilled subscription form. They just have to add their credit card details, and then will be renewed into their original member plan!
That's all there is to that. You don't have to create a special form where a member has to choose their member plan - the software knows and will automatically renew them into their same plan.
Custom Page for 'Custom Renewal Page for this Member Plan?'?
The 'Custom Renewal Page for this Member Plan?' can also be used with a specific content page on your site. If you would like the member to redirect to another content page on your site, the content page number can be added to that field as well. The process remains the same: an expired member enters a valid username/password combo and then automatically will be redirected to that specific page.