Handling Membership Pause Requests

This SOP outlines the process for handling membership pause requests, ensuring efficient and consistent responses to member needs.

Introduction

Purpose

To establish a systematic approach for handling membership pause requests, ensuring that all requests are reviewed, approved, and processed in a timely and consistent manner.

Procedure

Preparation

1. Receive Pause Request: When a member requests to pause their membership, they will click on the "Pause Membership" button on their membership page, which directs them to an embedded HubSpot form where they can submit their pause request.

Execution

1. Success Team Review and Approval: Pause requests are logged in HubSpot and a success ticket is automatically created. Success staff should regularly check for new pause requests, review the pause request form, and approve the pause request if it meets reasonable eligibility criteria.

2. Confirmation Email: After approving the pause request, support will send an email to the paused member to confirm the approval. The email should communicate the start date of the pause, the terms of the paused membership, and any relevant information or instructions.

3. Pausing Payment Collection: Access Stripe and locate the member's subscription. Pause payment collection by selecting "Pause Payment Collection" via the actions menu and setting it to resume on a custom date two months from the paused date.

4. Resuming Payment Collection: At the end of the pause period (2 months), the subscription will automatically renew the paused subscription and charge the customer.

5. Deal Management: In HubSpot, the customer's deal will automatically be flagged with a "Paused" tag.

Notes/Precautions

• Ensure that all communication with the member is clear and professional.

• Regularly review the "Paused" deal stage in the CRM system to keep track of paused members.

• Ensure that the member's subscription is updated to reflect the paused status.

References

• HubSpot: For managing pause requests and customer deals.

• Stripe: For managing membership subscriptions.