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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. Most 2019 procedures will be conveyed to new administrators during familiarization training. It is expected that familiarization training will be incorporated into the Canvas LMS eventually.
== 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.
=== New Member ===
* New members initiate their own member profile at https://membership.pumpingstationone.org
* Administrators should allow the member to initiate their own membership through Wild Apricot wherever possible to ensure accuracy.
=== FreshDesk ===
FreshDesk is the current customer service/trouble ticket replacement for RT. Email the board or a board member to apply to become a FreshDesk agent.
* https://pumpingstationone.freshdesk.com
=== Wild Apricot: member management ===
Wild Apricot is the platform that forms the core of current PS1 member management, and has modules for ticketed events, payment processing through Stripe, and managing some WordPress web site content.
* https://membership.pumpingstationone.org
* When a new member applies online, their application must still be approved by an admin and they must still appear in person and have their ID checked by 2 admins to be considered a member and to be provided with the door code or unaccompanied access to the space.
* Most member management functions become self-service with Wild Apricot, including starting, stopping or changing the method of payment for dues.
* ID checks are performed by 2 admin members, who enter their name and the date in the appropriate fields of the new member's membership profile.
* Create a minimal ps1auth profile for the new member, which requires only their first and last name, birthday, and email address.
* Send the new member the door code through Wild Apricot after their ID checks have been performed.
== 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]]