Post by determined1 on Oct 28, 2016 18:47:20 GMT
On the Snap portal karalynnschuster@yahoo.com asks...
We are auditing all of our accounts and I have come across so many members not being billed and still show OK in our system? How is it that a exp credit card can still be pulling money out of someones account that has been expired for 2 years?
We just went in and restructured our membership dues/programs so everyone has a increase and after we went in and increased (x) amount of members and our monthly draft DECREASED and we had no additional cancelations?!? Not to mention people who signed up "onine" with Corporate accounts are not even showing up in our reports at all?!? Naturally, don't expect anyone to respond to this being we no longer have a point of contact. Rediculous....
My responses:
fitware doesn't pay attention to the expiration date. If it complains about a card being expired they've most likely received a new chip card
fitware has several ways it decides to stop billing your members, (while never telling you)
1. If a member is on freeze and their billing doesn't go through fitware just ignores it and leaves it on freeze. When they come off freeze fitware doesn't try to collect anything. It just leaves it as OK and doesn't even try to collect.
2. If you offer a home club membership fitware will change the dues to $0 for you. Isn't that helpful? If you catch it and change it back you may find that fitware goes back in again and changes it back to zero again. You have to monitor all of your home club memberships every month to make sure the dues you set remain and aren't changed to $0.
3. We've also found other members whose dues were changed to $0. Corporate's response? One of your employees must have done it. Really? Who? Nope, they cant tell because they don't track who makes changes to a members' billing, or what's been changed.
If you raised dues and found your monthly draft decreased I'd go back and check what's in the system. I'd also keep my own record of what should be collected each month. As you may have been able to tell the preschoolers modifying fitware are math challenged. Basic 1st grade math proves difficult for them.
If someone wants to email karalynnschuster@yahoo.com and let her know there's a response here I'd appreciate it. I don't know why anyone still uses the Snap Forum when you could get an answer here or select from one of the following
1. Someone will contact you
2. We're aware of the problem and have filed a ticket
3. It must be something you're doing
We are auditing all of our accounts and I have come across so many members not being billed and still show OK in our system? How is it that a exp credit card can still be pulling money out of someones account that has been expired for 2 years?
We just went in and restructured our membership dues/programs so everyone has a increase and after we went in and increased (x) amount of members and our monthly draft DECREASED and we had no additional cancelations?!? Not to mention people who signed up "onine" with Corporate accounts are not even showing up in our reports at all?!? Naturally, don't expect anyone to respond to this being we no longer have a point of contact. Rediculous....
My responses:
fitware doesn't pay attention to the expiration date. If it complains about a card being expired they've most likely received a new chip card
fitware has several ways it decides to stop billing your members, (while never telling you)
1. If a member is on freeze and their billing doesn't go through fitware just ignores it and leaves it on freeze. When they come off freeze fitware doesn't try to collect anything. It just leaves it as OK and doesn't even try to collect.
2. If you offer a home club membership fitware will change the dues to $0 for you. Isn't that helpful? If you catch it and change it back you may find that fitware goes back in again and changes it back to zero again. You have to monitor all of your home club memberships every month to make sure the dues you set remain and aren't changed to $0.
3. We've also found other members whose dues were changed to $0. Corporate's response? One of your employees must have done it. Really? Who? Nope, they cant tell because they don't track who makes changes to a members' billing, or what's been changed.
If you raised dues and found your monthly draft decreased I'd go back and check what's in the system. I'd also keep my own record of what should be collected each month. As you may have been able to tell the preschoolers modifying fitware are math challenged. Basic 1st grade math proves difficult for them.
If someone wants to email karalynnschuster@yahoo.com and let her know there's a response here I'd appreciate it. I don't know why anyone still uses the Snap Forum when you could get an answer here or select from one of the following
1. Someone will contact you
2. We're aware of the problem and have filed a ticket
3. It must be something you're doing
