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Membership Management

Managing your members. This section covers signing up new members, running introductory sessions, upgrading or downgrading memberships, managing payments, updating member details, and handling membership changes.

Signing Up a New Member

Overview Signing up a new member is the process of enrolling a player into the Calculated Performance programme so they can begin attending regular training sessions. This process should be handled...
Running an Introductory Session

Overview The introductory session is often the first experience a player and their parent have with Calculated Performance. It is an opportunity to demonstrate the quality of the coaching environme...
Converting a Trialist into a Member

Overview After a player has attended an introductory session, the next step is converting the trialist into a full member of the programme. This stage is important because it turns a positive first...
Upgrading a Membership

Overview From time to time, a member may wish to upgrade their training programme. This may involve increasing training frequency, joining a different programme, or accessing additional training op...
Downgrading a Membership

Overview Occasionally a member may request to reduce their training commitment by moving to a lower training frequency or a different programme. This is referred to as downgrading a membership. Dow...
Changing a Member’s Billing Date

Overview In some situations, a parent may request to change the billing date for their membership payment. This usually happens when they want their payment to align with a particular date during t...
Transferring a Member Between Coaches

Overview Occasionally a member may need to move from one coach to another. This may happen due to scheduling changes, coach availability, or adjustments to the training timetable. When transferring...
Updating a Member’s Card Details

Overview Occasionally a member may need to update the card details used for their membership payments. This may happen if their card has expired, been replaced by their bank, or if they wish to use...
Charging a Payment Manually

Overview In some situations, a payment may need to be charged manually rather than through the normal automated billing process. Manual payments are usually required when a payment has previously f...
Refunding a Payment

Overview In certain situations, a payment may need to be refunded to a member. While refunds should be relatively uncommon, they may occasionally be required due to administrative errors, duplicate...
Adding Credit to a Member’s Account

Overview In some situations, it may be appropriate to add credit to a member’s account. Account credit can be used to balance payments, compensate for a missed session, or resolve an administrative...
Handling Failed Payments

Overview Occasionally a membership payment may fail when the payment system attempts to process it. This can happen for a number of reasons, such as expired card details, insufficient funds, or res...
Managing Payment Disputes

Overview A payment dispute occurs when a customer contacts their bank or card provider to challenge a charge made to their account. This is sometimes referred to as a chargeback. Payment disputes a...
Terminating a Membership

Overview Occasionally a member may decide to stop their training and cancel their membership. When this happens, the termination should be handled clearly and professionally to ensure the process i...
Pausing a Membership

Overview In some situations, a member may need to temporarily pause their training rather than cancel their membership completely. A membership pause allows the player to take a short break from se...