Pausing, Skipping & Cancelling Memberships

Pausing, Skipping & Cancelling Memberships

Pause or resume a membership

An admin can pause a club membership indefinitely. This option is not available to customers, however they can 'resume' a paused membership via the customer portal.
  1. Search for the customer in Winehub
  2. Open the customer's subscription contract
  3. Click 'More Actions' button at the top of the page
  4. Select 'Pause'
  5. Add an optional 'Resume' date (if not the contract will be paused indefinitely)


Skipping a shipment

A customer can skip an upcoming shipment via the customer portal (Upcoming Shipments > Skip Delivery) if you have allowed this in your General Settings. An admin can always skip a delivery regardless of your settings. You can report on skipped shipments in the Administration section of Winehub.
  1. Search for the customer in Winehub
  2. Open the customer's subscription contract
  3. Scroll down to 'Upcoming Shipments'
  4. Click 'Skip Shipment' button from the three dots on the right


Info
By default, customers can skip a maximum of 3 consecutive shipments before being removed from the club. You can customise these settings in Winehub General Settings. You can manually adjust the total number of skips on the edit contract page.


Unskipping a shipment

An admin can unskip a previous shipment to transact a missed club run.
  1. Search for the customer in Winehub
  2. Open the customer's subscription contract
  3. Scroll down to 'Previous Shipments'
  4. From the Action menu on the right, select 'Unskip Shipment'


Cancelling a membership

A customer can only cancel their membership via the customer portal if you have allowed this in your general settings. To cancel a membership via Winehub admin, follow these steps;
  1. Search for the customer in Winehub
  2. Open the customer's subscription contract
  3. Click the 'More Actions' button
  4. Select Cancel Contract or Cancel & Notify (if you want to trigger the cancellation email)

Reporting on Skipped & Cancelled Memberships

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