Managing Members

Once you have a published membership plan, you can enrol members. A member is a pet owner on a plan, billed on a recurring basis. Petboost handles the billing through Stripe, and you can see and control each membership.

Memberships in the sidebar opens Members, the list of everyone on a plan.

Enrol a new member

Enrol a customer yourself when they sign up in person or over the phone.

1. Open Memberships and select Enrol New Member.
2. Search for the customer by name, phone or email, and choose them.
3. Under Select a plan, choose the plan.
4. If the plan charges for extra pets, tick the pets it covers under Select pets.
5. Set the Start date: today, or a day up to 30 days ahead.
6. Optional: for a later start date, tick Collect first payment today to charge now.
7. Tick the box confirming you have the customer's permission to enrol them in the plan at its price.
8. Select the enrol button, which reads Enrol now or names the pets, such as Enrol Kiwi now.

Enrol in plan, on the customer's Membership Plans tab under Wallet, opens the same form.

Memberships bill a card on file. If the customer has none, the form shows No card on file and the button reads Text them to add a card. After they add it, come back and enrol. If the customer has no phone number, the button reads Add a phone number instead.

On a plan that bills on a fixed weekday, a later start date must fall on that weekday.

What happens next

When you enrol a member:

• Stripe creates the subscription. A same-day start charges now and the benefits begin now. On a plan that bills on a fixed weekday, a same-day start off that weekday still charges now and still aligns billing to that weekday. The first payment is the full week unless Pro-rate the first week is on, in which case it covers only the days until that weekday.
• A later start waits for that date unless you tick Collect first payment today, in which case the money is taken now and the benefits still wait for the start date.
• The customer's profile shows the crown badge.
• Included-use counters start on the start date, not the day you enrolled them.
• Visits on or after the start date can be booked now at the member price. The price is set when you save a booking, from the visit date, so the start date does not reprice bookings already in the diary. If you save a recurring series, start it on or after the start date; visits before then are separate one-off bookings. After you save, check the price on each occurrence, and if a visit is still at the standard price, open it and use Apply Member Price.
• The member appears in Members. The status reads Active once they have started, or Pending until then.

Find a member

Members lists every membership, grouped by status.

1. Open Memberships.
2. To find someone, search by owner, pet or plan.
3. To narrow the list, open Filters and choose a Plan or a Status.
4. To change the grouping or order, open Sort & Group.
5. Select the member to open their details.

Sort & Group groups by Status, Plan, Billing frequency or Benefits remaining, then sorts by Newest member (the activation date), Member name, Plan name, Next billing or Price. The default is grouped by Status, then Newest member, newest first. Each billing cycle is listed once. Reset puts the search, filters and sort back to the default.

Each row shows:

• The owner's name, with a Card On File, Card Expiring Soon or No Card On File badge, and the covered pets
• The plan name (plans that share a name carry a badge so you can tell them apart), and a pet count badge such as 2+ pets on a household plan
• The status badge, including Starts today on a start date and Membership Payment Failed when money is owing. Open that badge to select Retry payment or Text card update
• A ring per benefit showing how much of the allowance is left
• The next billing date, and the price and cycle on their agreement

Cancelled members start expanded so you can Reactivate them. Reactivate is hidden when that owner already has a live membership. Cancelled memberships that already have a live membership on the same plan are hidden; to show them, open Filters and turn off Hide reactivated under Ended. Expired members sit in a collapsed group. To show them, select the group heading.

The crown on a member or appointment is identity, not "this visit is included". A booking is included when it shows the membership benefit, or after you apply member pricing to an older diary booking.

Member statuses

Filters lists the statuses under Status.

View a member's details

The member panel is where you pause, resume and cancel.

1. Open Memberships and select the member.
2. To see the full record, select View membership. To open the customer, select View customer.

The panel shows Price, Benefits start or Member since, Next billing, and Commitment, Pauses in last 12 months and Cancellation where they apply, then the Benefits card and Recent activity. Price is the amount this member pays, the price on their agreement, which can differ from the plan card after a price edit. The panel does not show the card they pay with; the list row shows its status and the customer's profile shows the card.

View membership opens the membership's own page, with a summary of its status, dates, price and Lifetime value, and four tabs:

• Profile: Plan name, Price, Current period, Commitment, Pauses in last 12 months, Cancellation and the enrolled pets
• Benefit usage: each benefit's use in the current period
• Pause history: each pause and when it resumed, once the member has paused
• Activity: one log of the membership, with when they enrolled and accepted the terms, each Membership payment and Membership refund with its amount and the period it covers, each pause, resume and cancellation, and each use of a benefit

Pause a membership

Pausing stops billing and benefits for whole billing cycles without cancelling the membership. Customers pause for a holiday, while a pet recovers from surgery, for a temporary break, or in a seasonal business's off-peak period.

How to pause

A pause starts now or on a billing day you pick under Starts. It lasts whole billing cycles: the shortest pause is one cycle (one week on a weekly plan), and part of a cycle cannot be paused.

1. Open Memberships and select the member.
2. Select Pause.
3. Under Starts, choose Now or an upcoming billing day.
4. Set How long in billing cycles.
5. Check the summary: Billing and benefits shows the resume day, Counts as shows which pause this is, and Bookings lists the appointments inside the pause.
6. If the length or the pause count goes past the plan's limits, tick Override the plan limit for this pause.
7. Select the button, which names the length, such as Pause for 2 weeks or Schedule pause for 2 weeks.

A scheduled pause shows as Pause scheduled in the member panel. Until it starts, you can select Cancel scheduled pause, the member stays Active and billing continues.

The membership resumes on its own on the resume date. Unused days on a pause do not stay available as another pause later.

If they have used every pause on the plan, or you choose a length longer than Max days per pause, the dialog warns you and asks you to confirm, and you can still pause. A member pausing themselves cannot go past those limits. Max days per pause must be at least one billing cycle.

If a customer wants a few days off in the middle of a paid cycle, skip those appointments rather than pausing the membership for part of a cycle. See Pause or cancel a recurring series.

What pausing does

When the pause starts, Now or on the billing day chosen under Starts:

• Billing stops, with no further charges until it resumes
• Usage counters freeze at their current values
• The member's status changes to Paused
• The crown badge stays gold; pointing at it shows Paused
• Benefits cannot be redeemed while paused
• It counts as one pause for the next 12 months, whatever its length. A 2 week pause is one pause, not two

Pausing does not cancel the membership, does not refresh usage counters, and does not refund the current period.

The member is emailed when a pause is scheduled, when it starts and when it ends. All three follow Pause / Resume Notification in Settings.

Resume a paused membership

Resume a membership early when the customer comes back before the resume date.

1. Open Memberships and select the member.
2. Select Resume. The membership resumes straight away.

When a membership resumes:

• Billing resumes, and the next charge is on the next billing date
• If it resumes before the refresh day, usage counters continue from where they froze
• If the pause ran past the refresh day, a fresh period is issued on the plan's usual cadence, so the member keeps their original refresh weekday. Visits already booked in that period keep the uses they claimed
• The status changes back to Active, and benefits can be redeemed again

If a resume date was set when pausing, the membership resumes on that date without you doing anything.

Cancel a membership

Cancel when a customer wants to leave the membership.

1. Open Memberships and select the member.
2. Select Cancel membership.
3. Under When should this take effect?, choose Cancel at end of current period or Cancel now (access ends today).
4. If the member is inside a minimum commitment, choose Charge fee, which shows the amount, or Waive fee under Early cancellation fee.
5. Select Cancel membership.

Keep active closes the dialog without cancelling.

The early cancellation fee is the remaining billing cycles of the commitment at the member's price.

After cancellation

• The crown badge is removed from the customer's profile
• Usage counters freeze and are no longer tracked
• The membership moves to the Cancelled or Expired group
• Upcoming bookings that the membership priced return to the standard price, the included uses they were holding are released, and Petboost emails the customer that their upcoming bookings have been repriced. The exception is a plan whose When a membership ends is Honour the member price already booked: those bookings keep the member price

Reactivate a cancelled membership

If they still want the membership, start it again from the ended membership. Reactivating creates a new membership on the same plan and pets.

1. Open Memberships and find the cancelled membership, or open the customer's Wallet tab, then Membership Plans.
2. Select Reactivate on the cancelled membership.
3. If they have a card on file, tick the box confirming you have their permission, then select Reactivate now. With pets chosen, the button names them.
4. If they do not have a card, select Text them to add a card. After they add it, select Reactivate again.
5. Open the customer's Appointments tab and, on the Membership covers upcoming bookings banner, select the Apply to button, which names how many bookings. Or select Apply member pricing on their Membership Plans tab.

Bookings you create after reactivating pick up the membership on their own. Bookings that were already in the diary do not, which is why step 5 matters.

If they already have a live membership, Reactivate is hidden. If that live membership is on the same plan, the cancelled row is also hidden. To show it, open Filters and turn off Hide reactivated.

Change the pets on a membership

Covered pets cannot be changed on a live membership. On a plan with One price for all their pets, every pet on the account is covered, including pets added later, so there is nothing to change.

1. Open Memberships and select the member.
2. Cancel the membership, as in Cancel a membership.
3. Once it has ended, select Reactivate on it.
4. Under Select pets, tick the right pets, then finish as in Reactivate a cancelled membership.

If the plan has a minimum commitment, an early cancellation fee may apply.

What a plan price edit does to existing members

Editing the plan's price, Each extra pet adds or billing cycle updates the catalogue. It does not rewrite the agreement on an existing membership.

• People who join after you publish pay the new amount
• Each existing member keeps paying the amount stored on their membership until that membership ends
• Pause, resume and Retry payment keep the same amount
• Weekly, fortnightly and monthly versions are separate plans. Editing one does not change the others

There is no Change Plan button and no proration on a plan change. The membership is the agreement. To change what someone pays, cancel that membership, then Reactivate it (same plan) or enrol them with Enrol New Member (different plan).

Move a member onto a different price or plan

An owner can hold only one active membership at a time, so you cancel the current agreement before you enrol them on the same plan at the new catalogue price, or on a different plan. If the new plan has Minimum pets set, the account needs at least that many active pets before you can enrol them. If the plan has a minimum commitment, check the cancellation settings first: an early cancellation fee may apply.

1. Open Memberships and select the member.
2. Select Cancel membership.
3. Under When should this take effect?, choose Cancel at end of current period (they keep benefits until then) or Cancel now (access ends today).
4. Select Cancel membership.
5. After the membership has ended, select Reactivate to keep them on the same plan. To put them on a different plan, select Enrol New Member and choose the owner, the plan and the pets.
6. Open the customer's Appointments tab and apply the new membership to bookings already in the diary, with the Apply to button on the Membership covers upcoming bookings banner or Apply Member Price on each booking.

Step 6 matters because cancelling returned those bookings to the standard price. Bookings you create after enrolment pick up the new membership on their own; bookings that were already in the diary do not.

The new membership starts a new agreement: the catalogue price and benefits on the plan at enrolment, and a new billing weekday if the plan uses start-date billing. Included-use counters start on the new start date. There is no automatic credit or charge for unused days on the old membership. If a refund is appropriate, issue it for the old membership's payment through Stripe.

Related articles

• Memberships Overview: key concepts and how memberships work
• Creating Membership Plans: setting up plans and benefits
• Usage Tracking and Benefits: how usage counters work
• Membership Billing and Payments: billing mechanics and Stripe
• Memberships FAQ: billing, included uses, refunds and changing a member