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== Follow RT Procedures ==
= Member Management procedures =
== Status ==
The majority of this page was written before 2018, when member management procedures changed quite a bit. A comprehensive rewrite is underway. Until then, there will be a section for 2019 procedures, and the pre-2019 procedures will be maintained for reference and guidance.
== 2019 Member Management Procedures ==
Member management at PS1 involves a combination of the Wild Apricot member management system, some vestigial use of ps1auth, Active Directory, PayPal, Stripe, Freshdesk, with some involvement of WordPress, Google Groups, Slack, Discourse and other systems. Wild Apricot is the core system, PayPal is a legacy payment system, Active Directory is a functional IT component, and FreshDesk is the current trouble ticket/customer service platform. Email for the domain is handled by Google, but members are not generally using domain email.
== 2018 (and prior) Procedures ==
=== Follow RT Procedures ===
* Assign yourself as the owner of the RT ticket. see: [[RT Procedures#Set the owner and queue for a ticket]]
* Assign yourself as the owner of the RT ticket. see: [[RT Procedures#Set the owner and queue for a ticket]]
* Change the ticket status to "open".
* Change the ticket status to "open".
== Member Site Admin ==
=== Member Site Admin ===
* Log in to Member site.
* Log in to Member site.
== Onboarding ==
=== Onboarding ===
=== Create Member ===
==== Create Member ====
* An RT ticket is generated automatically when a new member signs up through the website. This will be in the form of an email from PayPal with subject line "'You have a new automatic payment profile for XXX'"
* An RT ticket is generated automatically when a new member signs up through the website. This will be in the form of an email from PayPal with subject line "'You have a new automatic payment profile for XXX'"
** Occasionally a member comes to us in person and signs up, typically to pay by cash and in that case, we don't really have the best system in place to manage due dates of the ongoing subscription.
** Occasionally a member comes to us in person and signs up, typically to pay by cash and in that case, we don't really have the best system in place to manage due dates of the ongoing subscription.
* If the member has two ID checks. Send door code email.
* If the member has two ID checks. Send door code email.
== Suspension ==
=== Suspension ===
=== Initiate Suspension ===
==== Initiate Suspension ====
* PayPal subscription suspended for non-payment (the subscription charge was unsuccessful) usually due to an expired or change in credit card number, but the member has not updated PayPal to use the new card. PayPal will generally send the suspension email about 10 days after the dues were to be collected.
* PayPal subscription suspended for non-payment (the subscription charge was unsuccessful) usually due to an expired or change in credit card number, but the member has not updated PayPal to use the new card. PayPal will generally send the suspension email about 10 days after the dues were to be collected.
** RT ticket is automatically generated with a subject of the form: "Automatic payments from <PayPal profile name> were suspended"
** RT ticket is automatically generated with a subject of the form: "Automatic payments from <PayPal profile name> were suspended"
** Send the member the suspended subscription email. Use the Email dropdown and select: Pumping Station: One Membership Payment Suspended
** Send the member the suspended subscription email. Use the Email dropdown and select: Pumping Station: One Membership Payment Suspended
== Cancellation ==
=== Cancellation ===
=== Initiate Cancellation ===
==== Initiate Cancellation ====
* PayPal subscription canceled by member
* PayPal subscription canceled by member
** RT ticket is automatically generated with a subject of the form: "<PayPal profile name> canceled automatic payments to you"
** RT ticket is automatically generated with a subject of the form: "<PayPal profile name> canceled automatic payments to you"
* Suspended account more than 2 weeks overdue
* Suspended account more than 2 weeks overdue
=== Cancel Membership ===
==== Cancel Membership ====
* To cancel a membership on or after the MM/DD in the subject field has lapsed, go to the member site and change membership status to discontinued.
* To cancel a membership on or after the MM/DD in the subject field has lapsed, go to the member site and change membership status to discontinued.
* Send the "Sorry to see you go!" email.
* Send the "Sorry to see you go!" email.
*Close the ticket
*Close the ticket
== Exceptions ==
=== Exceptions ===
=== Same Name as Active Member ===
==== Same Name as Active Member ====
* New automatic payment for XXX - seems XXX is already an active member
* New automatic payment for XXX - seems XXX is already an active member
=== Maybe Maybe Not a Duplicate ===
==== Maybe Maybe Not a Duplicate ====
* New automatic payment for XXX - seems XXX *might* be a member - send "Is this you?" email
* New automatic payment for XXX - seems XXX *might* be a member - send "Is this you?" email
=== Two payments from same person ===
==== Two payments from same person ====
* New automatic payment for XXX and XXX (two similar payment records) - One person paying for two members.
* New automatic payment for XXX and XXX (two similar payment records) - One person paying for two members.
[[Category:Admin]]
[[Category:Admin]]
[[Category:Board Procedures]]
[[Category:Board Procedures]]