Agreements

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Contents

Overview

An Agreement is a binding acknowledgment of services, fees, and payment options between the Member and the Business Unit. An Agreement will include:

  • All of the Services, Products, and Bundles you will be receiving.
  • The Total Cost and Fees of your membership.
  • The Payment Schedule (Installment or Perpetual).

Agreements can be Fixed Term in which the length of term is based on the Key Item component or they can be Perpetual, where a specific amount is paid over a continuous period of time after an initial obligation period is satisfied.

Agreements are configured at the Business Unit level ONLY, not at the Enterprise or Division levels. This is because each Business Unit may offer different services, have different applicable taxes, the Agreement language will be different. Also, the Agreement Templates must be configured for each Business Unit, as well as the Items that are available.

These Agreement Templates subsequently pull data from the Agreement Writer to produce the member's actual Agreement in PDF format.

After an Agreement is sole, the information is subsequently stored in Agreements Tab on the Member Profile page.

Members vs. Customers vs. Prospects

The differences between these three (3) common Statuses revolves around whether an individual has or does not have an Agreement.

  • Member - An individual that has an Agreement that qualifies them as a Member. Typically, that Agreement grants them access to a club(s).
  • Customer - An individual that has made a purchase at a club or facility (PT,Agreement,Items) but that purchase, specifically an Agreement, does not qualify them as a Member.
  • Prospect - A newly created Customer who has not made a purchase or does not have an Agreement of any sort.

Other important Member Statuses:

  • Recent Member - A Member whose Agreement has expired within the specified number of months in the Statuses configuration.

Configuring an Agreement

This is a three (3) step process:

  1. Adding the Agreement
  2. Adding Items to the Agreement
  3. Applying the Agreement to a Business Unit

Adding an Agreement

To Add an Agreement:

  1. From the Launch Pad, click System Configuration in the left navigation panel.
  2. In the Inventory, Activities & Related Settings section, select Agreements. The Agreements page displays.
  3. In the Agreements section (left), click Add Agreement. The Add New Agreement pop-up displays.
  4. Enter an Agreement Name.
  5. Enter a brief Description in the text box (Optional).
  6. Select an Agreement Type from the drop-down list. Membership or Service are the only options.
  7. Select an Agreement Classification. This defines the type of relationship the Member can have with this specific Business Unit.
  8. In the Availability section:
    1. Select a Start Date. If you click the arrow down or just click in the text box, the Date & Time Picker displays. Repeat the process for the End Date (Optional).
    2. Active - This check box is selected (default). Clear the check box if you want to deactivate the Agreement.
    3. Owner Qualifies as Member - If you select this check box, anyone who purchases this Agreement will be considered a Qualified Member.
    4. Require Barcode on New Agreements - Select this check box if you want a Barcode (Card ID Number) assigned to the Party during Step 1 of the Agreement Writer process.
    5. Online Only - Select this check box if this Agreement will be available ONLY online using your Moso myClub Member Portal. Selecting this will not make this Agreement available POS and thus also not available for selection in the Agreement Writer.
    6. Allow Manual Funding Source - Select this check box if you are allowing Statement Billing for this Agreement.
    7. Only Available to Qualified Members - If you select this check box, this Agreement will only be available to Qualified Members i.e. Individuals who already have an Agreement that qualifies them for Membership. An example of when to select this check box is a Monthly Locker Agreement. This means that you would have to already be a Qualified Member (a Member of the Club) to purchase the Locker Agreement.
  9. Enter text for a Tag in the text box e.g. "Corporation" could mean that this Agreement is available to Corporations or "Member" could mean that everyone that has this Agreement is considered a Member. This feature is rarely used.
  10. Select the applicable Agreement Rules from the drop-down list.
    1. Agreement Rules set the limitations on the number of days you can perform any the four (4) primary Agreement activities (Sales, Cancellations, Renewals, Suspensions).
    2. Each of these rules are unique and must be linked here to take effect
    3. IMPORTANT NOTE...you MUST select an Agreement Rule in this drop-down list if you want the option to RENEW this Agreement. If you select an option here, the Agreement will be available for renewal based on the date limits you entered in the Renewal Rules section of the Agreement Rules configuration.
Adding an Agreement.

At this point you are ready to Add Items to the Agreement.

Adding Items to an Agreement

The primary Bundle(s) you select for each Agreement MUST have at least one (1) Key Item selected!

To Add Items to an Agreement:

  1. At the bottom of the Items section (right), click Add Items. The Item Search will slide into the left section.
  2. Enter and/or select the criteria and click the Search button. The Items will display in the bottom portion of the section.
  3. Select the check boxes of the Items individually or click Select All.
    Selecting Items to add to the Agreement.
  4. When you have selected the Items, click Add. The added Items will display in the Items section (right). Repeat this process as often as necessary.
  5. After you have added the Items, or edited the Items in an existing agreement, a required status displays in the Required column.
    • Select One (for a Membership Agreement ONLY): This applies to Bundles ONLY that have been added to the Agreement. This status means you MUST select at least one (1) Bundle when you purchase this Agreement.
    • One or More (for a Service Agreement ONLY): This means you must select one or more of this particular Service item.
    • Optional: This is an additional or optional item in the Agreement that does not have to be selected.
      Selecting Items to add to the Agreement.
  6. To remove an item at any point in the Add or Edit process, click the item in the Items panel then click the Remove Item button (bottom right).
  7. Click the Save button. The Agreement will now display in the Agreements section (left).

Associating Cancel/Rewrite Reasons to an Agreement

Select the Cancel/Rewrite reasons tab to view the list of reasons that can be associated to the agreement.

  1. Select All check box is available to select all agreements.
  2. Click Show Inactive to view Inactive agreements.
  3. Once the reasons have been selected, click Save to save the selections made.

Note: The Cancellation Reasons section provides another way to associate the reasons to the agreement(s).

Cancel/Rewrite Reasons

Associating Suspension Reasons to an Agreement

Select the Suspension reasons tab to view the list of reasons that can be associated to the agreement.

  1. Select All check box is available to select all agreements.
  2. Click Show Inactive to view Inactive agreements.
  3. Once the reasons have been selected, click Save to save the selections made.

Note: The Suspension Reasons section provides another way to associate the reasons to the agreement(s).

Suspension Reasons

Adding Agreements to a Bundle

You can also add Agreements directly to a Bundle in Bundle Setup. This is an alternative to the more conventional method above.

To Add Agreements to a Bundle in Bundle Setup:

  1. After you have added the Bundle, click the Expand/Collapse button to expand the Agreements section (right). This activates the Add button.
  2. In the Agreements section, click the Add button. The Search For Agreements will slide into the left section.
  3. Enter and/or select the search criteria (Agreement Name, Type, and/or Classification) and click the Search button. The Items will display in the bottom section of the panel.
  4. Select the Agreement check boxes individually or click the All button.
  5. When you have selected the correct Items, click the Add button. The added Items will display in the Items panel (right).
  6. Click the Close button to close the Search For Items section.
  7. Repeat the process to add additional Agreements to the Bundle.
  8. Click the Save button.
    Adding an Agreement to a Bundle.

Applying the Agreement to a Business Unit

To Apply the Agreement to a Business Unit:

  1. Click the proper Agreement in the Agreements panel (left).
  2. In the Agreement Location section (right), click the Add button. The Row Editor displays.
  3. Select a Business Unit from the Apply To drop-down list.
  4. The Start Date defaults to Now. To change the Start Date, click the drop-down arrow to display the Date & Time Picker. Select a date and click the Ok button.
  5. Repeat the process for the End Date (Optional). (NOTE: The Right Now check box does not display in this Date & Time Picker)
  6. Select an Agreement Template from the Template drop-down list.
  7. Click the Update button.
    Agreements applied to a Business Unit.

Next Step?

NEXT STEP: Cancellation Reasons..........Previous Step: Agreement Templates

And remember to set your Screen Security when you get to the next page!

Agreement Change History

An Agreement can go through several changes during its life cycle. These changes are stored and displayed in a specific location on the Agreements tab on the Member Profile. This feature summarizes the changes, including any notable changes, and gives you the ability to identify why the change and by whom. It also identifies at what location the change was done and at what specific workstation.

The Show Change History button has been added to the Agreement Details section to access this information, which is read-only.

Show Change History button.


Below is a list of Change Types that will be stored and available for viewing on Profile page:

  1. New Agreement
  2. Cancellation
  3. Signature Type (electronically or manually signed)
  4. Suspension
  5. Rewrite
  6. Funding Source

When a changes is made to an Agreement, a new history record is created. Change history will ONLY be stored from your date of implementation and going forward. Any changes made prior to implementation will not be saved and stored. The Date, Change Type, and who made the change (Changed By) display on the left. The Summary and any Notable Changes display on the right. The Summary and Notable Changes language for all Change Types are listed below.

Agreement Change History and the Show Agreement Details button.


The screen shot above is an example of a change record for a New Agreement. The screen shot below is a change record for a Suspension for that same Agreement.

Suspended Agreement with additional Notable Changes

The language that displays in the user interface for each change type is listed below.

  • The Start Date is the date payment was finalized.
  • ALL Sales Advisors related to that Agreement will be listed in the Summary

New Agreement

Summary

“Agreement #286 (Agreement Name) was finalized on 5/25/14 with a start date of 6/1/14 by (User Name), part of (Work Role) at (location name) on (Workstation Name). Sales Advisor: (Sales Advisor(s) Name)."

Notable Changes

This section will list any Promotions applied to that Agreement and the effects of that promotion on the pricing of each item.

Cancellation

Summary

“Agreement #286 (Agreement Name) status was changed from active (current status) to cancelled effective 6/1/14 (effective cancel date) with a reason of (Cancellation Reason) which was received on (date cancellation request was received) and entered by (User Name of person who entered cancellation request) part of (Work Role) at (location name) on (Workstation Name) and approved by (user who entered request) part of (Work Role) at location (location name) on (Workstation name)."

Notable changes

  • List items cancelled in the request
  • Show any associated comments

Signature Type

This refers to Agreements being electronically or manually signed.

Summary

“Agreement #286 (Agreement Name) was marked as (electronically signed or manually signed) on 6/1/14 (date the agreement was marked as manually signed) by (User Name who marked agreement as manually signed) part of (Work Role) at (location name) on (Workstation Name) and approved by (user who entered request) part of (Work Role) at location (location name) on (Workstation name)."

Notable changes - N/A

Suspension

Summary for Start of Suspension

“Agreement #286 (Agreement Name) status was changed from Active (current status) to (Freeze or Hold status) effective 6/1/14 (suspension start date) with a reason of (suspension reason) which was received on (date suspension request was received) and entered by (User Name who entered request) part of (Work Role) at location (location name) on (Workstation name)."

Summary for End of Suspension

“Agreement #286 (Agreement Name) status was changed from suspension status (hold or freeze status) to Active (current status) effective 6/1/14 (suspension start date) with a reason of (Suspension Reason) which was received on (date suspension request was received) and entered by (User Name who entered request) part of (Work Role) at location (location name) on (Workstation name)."

If Suspension End Date was altered

“Agreement #286 (Agreement Name) suspension end date was changed from (original end date) to (new end date) which was received on (received date) and entered by (User Name who entered request) part of (Work Role) at location (location name) on (Workstation Name) and approved by (user who entered request) part of work role (Work Role of User) at (location name) on (Workstation name)."

Notable Changes

  • Lists items suspended with request.
  • Displays any associated comments.
  • Displays adjustment reason selected and when adjustment credit will take effect.
  • Displays what the obligation date was changed from and to, if Suspension Reason extends obligation date.
  • If a freeze charge is applied, it displays the associated item and the fee amount that will be charged during the Suspension.

Rewrite

The Summary and Notable Changes from the current Rewrite History will remain the same in this section.

Rewrite History and Notable Changes

Funding Source

Summary

“Agreement #286 (Agreement Name) funding source was changed from (CURRENT Funding Source) to (NEW Funding Source) by (User Name who changed Funding Source) part of (Work Role) at location (location name) on (Workstation Name) and approved by (User who entered request) part of work role (Work Role of User) at (location name) on (Workstation name)."

Notable Changes

  • If Account Number or Type has changed, the old type (ACH vs Credit Card), last four digits of old account number, new type, and last four digits of new account number display.
  • If Expiration Date has changed, the "expiration date was changed from (old expiration date) to (new expiration date)" displays.
  • If Funding Source is marked as:
    • Valid or Invalid
    • Active or Inactive
    • On Account
    • Use for Recurring setting or not used in this capacity
    • Show % of responsibility on this Funding Source changes

Selling an Agreement

Agreements are sold through the Agreement Writer which is accessed primarily from your Member Profile page.

Cancelling an Agreement

Cancelling an Agreement is done exclusively in the Agreements tab on the Member or Organization Profile pages. The Cancel link displays on the Agreements Toolbar, which opens the Cancellation Wizard.

Before you proceed with any cancellation, you must ensure that you have added Cancellation Reasons in System Configuration. This is required information during the cancellation process.

  • Agreement requests can be processed cancelled immediately or for a future date. These options are selected in the Rules section of the Cancellation Reasons configuration.
  • ALL Agreements on a recurring billing schedule (Perpetual or Installment) can be prorated.
    • Any return or refund for Service or Access items, which are primarily time-based Activities, are always prorated.
    • The unused portions are billed or refunded based on a formula (# of Units ÷ Unused Time). All units displays to three (3) decimal points in the Cancellation Wizard.
    • See the Prorate Examples after the Prorated Cancellations below.

If you are cancelling an Agreement in the future you are required to select a Funding Source if a REFUND will be given. If a refund will not be given, selecting a Funding Source is not required. A Funding Source is required because Billing is run on that Funding Source on the Effective Date of the cancellation.

Also, that cancellation date will be active on the Agreements tab, thus can be rescinded prior to that date. The Existing Cancellation Requests button is on the toolbar in the Agreements tab on the Member Profile. This lists displays all Cancellation Requests (Active or Past) and each of these Cancellation Requests has a status (Completed, Rescinded, Future). If the cancellation is in the future, the Rescind button is activated. Only a future cancellation request can be rescinded.


To Cancel an Agreement:

***This assumes an Individual or Corporate Agreement with NO Add-on Agreements.***

Click HERE for how to cancel an Add-on Agreement or a Primary Agreement that includes Add-ons.

  1. In the Agreements tab on the Member or Organization Profile page, click an Agreement record and then the Cancel button. The Cancellation Wizard displays.
    • The items in the Agreement display in the Select the Items to Cancel section.
    • If any of the items are a Bundle, the line items within that Bundle display as well.
    • The Required Bundle within the Agreement always displays as the first item in the list.
  2. In Step 1, enter or select the Effective Cancellation Date from the Effective Date field.
  3. Enter or select the date the request was received in the Received Date field. This will typically be the day that the request was entered. However, for clubs still processing paper Cancellation requests, having the Calendar icon gives you the ability to back date the request if necessary.
  4. Select the check box of item(s) in the Agreement you wish to cancel.
    • If you select the Required Bundle, all other items and/or Bundles in the Agreement will automatically be selected.
    • If you select only Additional Bundles or Items to cancel (this is optional), you can proceed through the entire process and cancel/return the items but the Agreement will NOT display as cancelled on the Member Profile.
  5. If you would like to edit the Cancellation Quantity of any line item with an available quantity (i.e. more than zero), click the Edit icon (pencil) and make the necessary adjustments.
  6. If you would like to give a full refund for a specific line item within the bundle, select the check box to the right of the item in the Full Refund column.
    • This is a customer service option that gives you the ability to override the prorated values if necessary.
    • This provides a full refund on the product or service even if a portion of that product or service has been used e.g. if you purchased Towel Service for 6-months and you are cancelling your agreement after 4-months, the total amount of the service will be returned instead of the prorated value.
      Step 1: Selecting the items to cancel the Agreement.
  7. Click the Next button.
  8. In Step 2, select a Cancellation Reason in the Select Reason for Cancelling drop-down list.
    • If you selected the Refund check box when you configured the Cancellation Reason that you have selected in this drop-down list, this will override any selections you made in the previous step and a notice will display.
    • Enter any additional Comments in the text box (optional).
    • If you are receiving a refund, the Account and Pay Source fields will activate. Make the appropriate selections from each list.
  9. Click the Next button.
    Step 2: Entering Cancellation Reasons.
  10. In Step 3, the Amount Due to Customer is automatically calculated.
  11. Click the Next button.
    • If there is no remaining balance, close the window and skip to the next step in this process.
    • If there is a remaining balance, you will be directed to POS where the products and services that you are returning in the cancellation will be itemized for you in the transaction. Finalize the Transaction.
  12. To complete the cancellation, click the Member tab and click the Update button. This will update the appropriate Statuses on their Profile page and the Agreement will now display as Cancelled in the Agreements tab.
    Cancelled Agreement

Exception Reasons

If Exception Reasons are configured and the permission is enabled, they are displayed on Step 2 within the cancellation wizard. The exception reasons give you the ability to document why you are making an exception to your standard rules for cancels and suspensions. In addition to the reason, exception values and comments can be added as well. Note that Exception Reasons are always optional.

Exception Reasons - Cancellation Wizard

The Add Exception on Cancellation Request permission must be enabled under Member Management folder in the permission tree. Once enabled, the exception reason and associated exception information can be captured on the cancellation request.

Add Exception on Cancellation Request Permission

Cancelling a Primary or Add-on Agreement

The steps for cancelling a Primary or Add-on Agreement in the Cancellation Wizard are identical to a standard Agreement. However, to cancel a Primary Agreement that includes Add-ons, you MUST cancel the Add-on Agreements FIRST before cancelling the Primary.

You can cancel an Add-on Agreement from the Agreements tab on that Member's profile page or from that same place on the Primary's profile page (Member or Organization). In the Primary's Agreement tab, click the Expand/Collapse icon in the specific Agreement record, select the Add-on Agreement you want to cancel and click the Cancel button. This will open the Cancellation Wizard. Repeat the process if necessary.

Cancelling a Primary or Add-on Agreement

The steps for cancelling a Primary or Add-on Agreement in the Cancellation Wizard are identical to a standard Agreement. However, to cancel a Primary Agreement that includes Add-ons, you MUST cancel the Add-on Agreements FIRST before cancelling the Primary.

You can cancel an Add-on Agreement from the Agreements tab on that Member's profile page or from that same place on the Primary's profile page (Member or Organization). In the Primary's Agreement tab, click the Expand/Collapse icon in the specific Agreement record, select the Add-on Agreement you want to cancel and click the Cancel button. This will open the Cancellation Wizard. Repeat the process if necessary.

Rescinding a Future Cancellation Request

To Rescind a Future Cancellation Request:

  1. Click the Existing Cancellation Requests button on the toolbar on the Agreements tab. The Cancellation Requests pop-up window displays.
  2. If the record has a cancellation request for a future date, the Rescind link will be active.
    Rescind button on a future cancellation.
  3. Click the Rescind button.
  4. A confirmation message displays. If you are sure you want to rescind this cancellation request, click the Yes button.
    Rescind Confirmation Message
  5. The Status will change to from Rescinded to Completed.
    Rescind Confirmation Message

Prorated Cancellations

This terminology primarily refers to Agreements on a Perpetual billing cycle. The steps in the user interface are consistent with any other cancellation.

  • The process bills ONLY the prorated amount of the time or units that have been used.
  • The invoice goes through a series of Status before being finalized, two (2) of which are specific to prorated cancellations (see below).
  • The last billing will not be prorated with a future cancellation date that is prior to next billing.

A simple formula, which is done strictly on the back end, has been created for both Unit and Time based items to determine how many Units per day are used to calculate the prorated amount based on the number of days remaining in the billing cycle.

  1. Units Per Day = Units per item ÷ Number of days in Billing Cycle
  2. Invoice Qty = Units Created ÷ Units per item

In the list of Cancellations, the following Statuses have been added:

  1. Final Invoiced - This replaces Last Billed to better reflect what has actually occurred in the process.
  2. Complete - When final billing has been processed, the Rescind link will be deactivated and the status will be changed on the Cancellation Date.

The prorate process affects:

  1. Your primary activity (Check-In) or any Rental items (Lockers).
  2. After the final billing, the Agreement Cancellation can NOT be rescinded.
  3. An Agreement can be rewritten between last billing and cancellation dates i.e treat this is a fixed term Agreement.

It will NOT affect:

  1. Fees e.g. a Facility Improvement Fee.
  2. Any items were Paid-In-Full or items on Installment payments - This will continue billing as is, with the refund done automatically on the effective cancellation date.</p>
  3. The prorated amount will not be affected by the "No Refund" setting on the Cancellation Reason that you selected.

During the cancellation process, a message will display at the end of the Cancellation Wizard warning you that the Agreement the prorated amount will be billed on the last billing and that the cancellation can not be rescinded.

Prorate Examples

Unit Based Activity:

  1. Check-In 10 pack that is billed Monthly on 1st in a month that has 30 days at $100 per month.
  2. $100 ÷ 10 units = $10 Unit price
  3. If you have used 3 units, you will refund a prorated amount for 7 units = $70.

Time Based Activity:

  1. Check-In Monthly unlimited that is billed Monthly on 1st in a month that has 30 days at $35 per month.
  2. $35 ÷ 30 days = 1.166666667 per day or (≈ 1.1667).
  3. You want to cancel on the 14th of the month.
    1. You will be billed for only 14 days.
    2. 14 units x 1.1667 = 16.3338 or $16 for that month.

Suspending an Agreement

Agreements can be Suspended in the Suspensions tab on the Member Profile page. It is also in this tab that all suspended Agreements for this Member are listed. There are two (2) types of Suspensions:

  • Hold
  • Freeze

Rewriting an Agreement

The Agreement Rewrite functionality copies the properties of an existing Agreement, giving you the ability to change, edit or keep those same properties as you create a new Agreement. The new Agreement will in turn, have a new Agreement Number but will keep the original Start Date.

Agreements that have been Paid-In-Full or on an Installment billing cycle can be rewritten without exception. For an Agreement on a Perpetual billing cycle however, the Prior to First Billing option is available for selection in the Cancellation Reasons configuration (Rules section). If this option is selected, and that Cancellation Reason is selected in the rewrite process, this Agreement can only be rewritten prior to the first billing invoice being generated or before any other payments (POS) have been applied. This selection should primarily be used if you have different refund rules i.e. full refund vs. prorated.

Examples of when you would use this feature include:

  • Renewals
  • Agreement Upgrades
  • Change of Location
  • Adding or Removing Items
  • Change of Billing Date

You can rewrite Active Agreements ONLY but can not change the following:

  1. Owner
  2. Agreement Group
  3. Agreement Classification
  4. Agreement Role i.e. you cannot go from an Add-On to a Primary.

Expired, Cancelled, or Agreements with a pending Cancellation can not be rewritten. You can not rewrite an Agreement with an active or pending Suspension (Freeze or Hold). You must first rescind the suspension in order to rewrite a Suspended Agreement, or an Agreement pending suspension.

Technical Information

Related Information


Inventory, Activities & Related Settings

Agreements
Agreement Templates
Agreement Groups
Agreement Classifications
Portal Configuration
Past Due Batch Cancel
Cancellation Reasons
Bundle Setup
Category Setup
Access Types


Discounts/Adjustments
Item Setup
Reinstatement Reasons
Vendors
Suspension Reasons
Redemption Rules
Inventory Receiving
Inventory Adjustments
Inventory Adjustment Reasons


System Configuration
The MosoMRM User Interface
The MosoMRM Glossary
Setting Up Your MosoMRM System
The MosoMRM Modules
Operation Security
Feature Security Agreement Writer


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