Managing memberships

• Period. Every membership product has a period: every month, every 4 weeks, or another number of weeks or months. The period starts on the day the member starts, not on the first of the month. A monthly membership starting on 12 September runs through 11 October; the next charge falls on 12 October. If it starts on the 31st, the date moves to the last day of the month in shorter months.
• First payment. The member pays the first period immediately when starting, with iDEAL or credit card. From that payment comes the mandate for the following periods: a SEPA direct debit (with iDEAL) or a card mandate. On the member's bank statement the studio's name appears "via Mollie".
• Price. The price and VAT rate are recorded on the membership when it starts. A later price change of the product does not affect running memberships, unless you deliberately announce it (see below).
• A pass per period. Every paid period produces an unlimited pass valid for exactly that period. When booking, that pass goes before any class pass the member has.
• One at a time. A member can have only one running membership. After cancelling they can start a new one right away.
• Cooling-off period. When starting, the member agrees to the service starting within the statutory fourteen-day cooling-off period; the confirmation e-mail mentions it. If a member invokes the right of withdrawal, you arrange the refund in Mollie and cancel the membership.

What you need before creating the first membership product: a working Mollie connection with SEPA Direct Debit active on the profile, and a filled-in E-mailadres voor meldingen (notification address; see Payments and the Mollie connection and Settings). The front desk cannot issue a membership; only the member can start one, in the shop.

Choose Abonnementen (memberships) in the menu (on a phone under Verkoop). The owner, a manager and the front desk see the overview; instructors do not. Per membership you see the member, the product, the amount per period, the current period, the date of the next charge, the mandate (for example rekening …6789, account ending in 6789) and the status. Memberships that need attention are at the top: first suspended ones, then those with a failed charge.

Status	Meaning
Loopt (running)	All in order.
Wacht op betaling (waiting for payment)	The member has started but the first payment is not in yet. If it stays out, the membership disappears by itself after an hour, or as soon as Mollie reports the failure.
Eerste betaling mislukt (first payment failed)	The first payment did not go through. The member can start again.
Betaald, geen machtiging (paid, no mandate)	Exceptional: the first period is paid, but Mollie delivered no mandate. The member does have their pass; ask the member to stop the membership and start it again.
Afschrijving mislukt, tweede poging <datum> (charge failed, second attempt on <date>)	The direct debit failed; Bookasport tries again on the day named. The member can keep booking meanwhile and can pay themselves with Pay now.
Afschrijving mislukt, tweede poging loopt or … wacht op opschorting	The second attempt is running or has failed too.
Opgeschort sinds <datum> · <reden> (suspended since <date>, <reason>)	A week after the failed charge there was still no payment. The member cannot book until the period is paid.
Gepauzeerd tot <datum> (paused until <date>)	The studio has set a pause.
Opgezegd, tot <datum> (cancelled, until <date>)	Cancelled by the member or the studio; the membership still runs until that date.
Beëindigd (niet betaald) (ended, not paid)	Thirty days after the suspension there was still no payment.

Click the product to open the detail. All charges are also under Betalingen (payments), with the period and the attempt number.

Every night Bookasport charges the memberships whose new period begins. At the charge the pass for the new period is created immediately, so the member can keep booking while the direct debit is still on its way at the bank. If the charge succeeds, the member gets the e-mail Your subscription to <product> has been renewed. There is no reminder beforehand.

If a charge fails, a fixed ladder runs. The days count from the moment Mollie reports the failure:

Day	What happens
0	The member gets the e-mail The charge for <product> failed with the reason in plain words (for example "insufficient funds"), the date of the new attempt and the button Pay now. The member can still book.
3	Bookasport automatically makes a second attempt. If that fails too, the member gets another e-mail, now without a new date.
7	If there is still no payment, the membership is suspended: the pass of the current period closes and the member can no longer book. Bookings already made stay in place. The member gets the e-mail Your subscription to <product> has been suspended; the studio gets an e-mail on the notification address with the bank's reason.
37	Thirty days after the suspension the membership is ended. The member gets the e-mail Your subscription to <product> has ended and can start a new membership. The studio gets another e-mail. The unpaid period remains as a debt; you collect that yourself.

At any point in the ladder the member can pay themselves with Pay now on their membership page. That also creates a new mandate, for example when the old card had expired. After payment the membership simply continues and the member gets the renewed e-mail. You can record a payment made outside Mollie with Buiten Mollie betaald (see below).

A new period never starts as long as the previous one is unpaid.

Chargebacks. If a member reverses a direct debit at their bank, Bookasport processes that automatically. If it concerns the current period, the membership is suspended and the member gets thirty days to pay after all with Pay now; you get an e-mail. If it concerns an old period or a class pass, only the pass closes and you collect the amount yourself. On a partial chargeback Bookasport changes nothing and you only get an e-mail. Mollie charges about ten euros per chargeback.

If the Mollie connection is broken, Bookasport charges nothing at your studio and no ladder starts either. Once the owner has reconnected, the next nightly round catches up.

Click a membership in the overview. Under Nu (now) you see the current period, the next charge, the mandate and any pause or announced price change; under Betalingen every charge with period, attempt number, amount and status; and under Geschiedenis (history) earlier pauses and price changes. Below, under Handelingen (actions), are four cards. Each action takes two steps: first Controleren (check), then a preview of what will happen, then confirm or Toch niet (never mind). Only the owner and a manager can perform the actions; the front desk sees the detail without actions.

Pausing

For a holiday or an injury you can pause a membership. During the pause the member cannot book with the membership; the period and the next charge move forward by exactly the number of pause days. So the member does not pay for the pause, and the price does not change.

1. Fill in Vanaf (from) and Tot en met (through). The pause starts today or later, and at the latest on the day after the end of the current period. A pause further ahead is planned after the next charge.
2. Click Controleren. The preview names the number of days, how many existing bookings fall in the pause (they stay in place) and the new date of the next charge.
3. Click Pauze bevestigen (confirm pause). The member gets the e-mail Your subscription to <product> is paused.

Good to know:

• There can be one planned or running pause at a time, without a maximum length.
• Pausing is possible only on a running membership: not while it is suspended, and not while the first payment is not in yet.
• A pause can be withdrawn with Pauze verwijderen (remove pause, until and including the first pause day) or Pauze inkorten tot vandaag (shorten pause to today, after that). The dates then move back; the member gets no e-mail about this.
• The member cannot pause themselves.

Changing the price

This changes the price of this one membership. A change for all memberships of a product is done under Producten (see Products).

1. Fill in Nieuwe prijs per periode (incl. btw) (new price per period including VAT) and click Controleren.
2. The preview names the effective date: the first period start at least fourteen days ahead. Bookasport calculates that date; earlier is not possible, because a price change must legally be announced in advance.
3. Click Aankondigen (announce). The member immediately gets the e-mail The price of your subscription to <product> changes on <date>, with the option to cancel before that date.

Until the effective date the old price applies. If the member cancels before that date, the new price is never charged. There can be one announced change at a time; with Intrekken (withdraw) you remove it, after which the member gets the e-mail The announced price change … will not go ahead. The VAT rate of a running membership cannot be changed.

Paid outside Mollie

If a member has paid an outstanding period in cash, by Tikkie or in another way outside Mollie, you record that here under Buiten Mollie betaald. The pass reopens, the membership runs again and the member gets the normal payment confirmation by e-mail.

1. Fill in the required Notitie (note): how and when it was paid. The member sees this note too.
2. Click Controleren and then Afhandelen (settle).

This works on a running, suspended and cancelled membership with an unpaid period, also after a chargeback. If a Mollie attempt is still running for that period, wait until it has finished. On a cancelled membership it stays cancelled; only the pass reopens until the end of the period.

Cancelling on the member's behalf

The member can cancel themselves on their membership page. To do it on the member's behalf, after a phone call for instance, click Opzeggen (cancel) and confirm with Ja, opzeggen (yes, cancel).

• The membership ends at the end of the current period; the paid period stays usable. Ending a paid membership immediately is not possible.
• If the membership is suspended, it ends today. The unpaid period stays blocked until it is paid.
• There are no new charges. A charge already on its way at the bank still goes through.
• The member gets the e-mail <studio> has cancelled your subscription to <product>, unless the membership never started.

Cancelling is final. Reactivating does not exist; the member can start a new membership right away.

• Issue a membership, delete it, or change its period or mandate.
• Set a price with immediate effect, or shorten the fourteen-day notice.
• Refund; you do that in Mollie.
• Waive a debt: an unpaid period stays listed as unpaid. Only Buiten Mollie betaald closes it.
• Register a chargeback yourself; that always comes in through Mollie.

Note: on the member profile the pass of a membership period also has the buttons Opschorten and Heractiveren. Suspending there only blocks booking and does not touch the direct debit. For memberships, use the actions on this page.