Suspensions


				

Contents

Overview

The Suspensions tab on the Member Profile is where you suspend (Freeze or Hold) an Agreement. The tab is where all suspension records are subsequently stored, with the active Suspensions listed first.

Though the Start and End dates of a Suspension can be edited, all Suspensions are open ended i.e. they do not require an End Date. A Suspension can also be Rescinded pending on when it goes into effect.

Each Suspension has a Reason and a Status. After a Suspension has been put into effect, the specific Status will be changed on the Member Profile page. There are four (4) Statuses, all of which are hard coded and can not be altered:

  1. Pending Start - This applies to a Suspension that will commence on a future date.
  2. Rescinded - The Suspension was Rescinded prior to it taking effect.
  3. Active {Suspension Reason} (e.g. Active-Military) - The suspension is current and in effect.
  4. Completed - The Suspension has been completed based on the End Date that you entered.

How to Suspend an Agreement

To Suspend an Agreement:

  1. Click the Suspensions tab on the Member Profile.
  2. Click the Add New button. The Suspension Wizard pop-up window displays.
  3. Select a Type (Freeze or Hold) from the drop-down list.
  4. Select what the Suspension will be applied to (Agreement, Member, Account) from the Apply To drop-down list (See Scenarios below).
  5. Select why the Suspension is being placed in the Reason drop-down list. These are added in the Suspension Reasons configuration.
  6. Select or enter a Start and End date.
    • If the Suspension is already in effect or goes into effect immediately, only the End Date can be subsequently edited.
    1. If you enter a Future Date for the start of the Suspension, the Start and End Dates can be edited and the Rescind button displays when you click the Edit link in that specific record (See Below).
  7. Enter any additional information in the Comments text box. These can be edited at any time.
  8. Select the check box of the Agreement you want to suspend. Suspensions 01.png
  9. Click the Next button. The panel that slides in allows you review the information you have selected.
    1. The top information text box displays the selection you made in the previous step (Suspension Reason, what the Suspension is being Applied To and the Dates).
    2. The middle information text box displays a summary of the Effects of the Suspension on which it is being applied. This information is pulled from the selections you made in the Effects section when you set up this specific Suspension Reason.
    3. The bottom section displays the specific Agreement to which you are applying this Suspension. Suspensions 02.png
  10. Click the Save button.
    1. The Details section (gray) displays outlining the specific details of the Suspension.
      Details section after suspending an Agreement...NOTE that an End Date has not been added...
    2. After you save the Suspension, the Entered By and Entered Date fields on that record in the Suspensions tab will populate with the User that entered the Suspension and the date it was entered.

Exception Reasons

If Exception Reasons are configured and the permission is enabled, they are displayed within the suspension 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 - Suspension Wizard

The Add Exception on Suspension 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 Suspension Request Permission

Editing a Suspension

To edit a Suspension, click the Edit link of the specific record in the tab and edit the dates as required. If the Suspension has already taken effect, the Start Date field will be inactive.

When you edit a Suspension, which will primarily be the End Date, the same Details section will display at the bottom of the page noting the edits that you made. In the example below, an End Date was added to the Suspension.

Editing the End Date on a Suspension.

Rescinding a Suspension

You can only rescind a Suspension that is in the FUTURE.

To Rescind a Suspension

  1. Click the Edit link:
  2. Click the Rescind button. The window will go dark as the calculations are done on the back end and a completion message displays ("Press Save to Finish Rescinding"
    Suspensions 03.png
    .
  3. Once it is ready, click the Save button to Rescind the Suspension.
  4. If the Suspension is ACTIVE, the Rescind button will not be active. To rescind the Suspension, enter (or click the Calendar icon) the date the Suspension is to be rescinded in the End (Date) field e.g. if you want to rescind an active Suspension immediately, click the Today button.

Suspension Examples and Scenarios

A Suspension can have three (3) effects:

  1. Stops Billing During Suspension
    1. This stops the Billing process, associated with that SPECIFIC Agreement, Member, or Account ONLY.
    2. This applies to both Invoice creation (Perpetual or Installment) and auto payments.
    3. Billing occurs on the day the Suspension ends if a Billing cycle was scheduled to occur during the Suspension period.
  2. Charges Fee During Suspension
    1. This gives you the option to apply a one-time and/or a recurring fee for the Suspension.
    2. If you select this check box, both the Charge drop-down lists activate, which include all of the Fee Item Types you have configured.
      1. Freeze Charge - This applies a one-time fee for Suspending the Agreement using the fee you select in this drop-down list.
      2. Recurring Charge - This applies a recurring fee for Suspending the Agreement using the fee you select in this drop-down list. If you select this, the fee is applied on the same billing schedule as the Key Item in the Agreement Bundle.
  3. Prevents Activity Use
    1. This stops the redemption of any Activity (Access or Services) associated with this SPECIFIC Agreement, Member, or Account ONLY.
    2. When the Suspension ends, the duration of the Suspension is added to the expiration date of any Activities.

If you want to completely suspend a Member

Select the Member check box in the Apply To section which suspends ALL Agreements, Activities, and Accounts associated with that Member.


Suspending an Activity purchased at POS that is NOT associated with an Agreement

To Suspend the Activity, you're ONLY option is to suspend the Member.


The following assumptions apply to the next four (4) scenarios based on the Suspension Reason you selected:

  • Stops Billing
  • Prevents Activity Use
  • Extends Availability

Freeze the Account for two (2) weeks starting on their Billing Date

  1. The Member will not be billed on the Billing Date, instead Billing will occur on the day they come off Suspension.
  2. If the Member is billed "Monthly Anniversary on the 10th" and the Suspension starts on 5/10 and ends 5/24.
    • They will not be billed on 5/10.
    • They will not have any active Activities for Check-In from 5/10 to 5/23.
    • On 5/24 the Suspension ends and the Member will be billed.
    • The Member’s new Anniversary Date is now on the 24th of the month.

Freeze the Account for two (2) weeks starting one week (or any time) into their Billing Cycle

  1. The Member will be billed on the Billing Date but will NOT be billed the day they come off Suspension.
  2. If the Member is billed "Monthly Anniversary on the 10th" and the Suspension starts on 5/17 and ends 5/31.
    • They will be billed on 5/10.
    • Their Activities will be good from 5/10 to 6/9.
    • On 5/17 the Activities will be locked until 5/31.
    • On 5/31 when the Suspension ends, any remaining Activity units from the 5/10 billing will have two (2) weeks added (the length of the Suspension) to their expiration date, moving them it from 6/9 to 6/22.
    • The Member will be billed on their normal Billing Schedule on 6/10, however, any leftover units from 5/10 will be available until 6/22.

Freeze the Account for one (1) month starting on their Billing Date

  1. The Member will NOT be billed on their Billing Date and will NOT be billed the day they come off Suspension but on the next available date in their cycle.\
  2. If the Member is billed "Monthly Anniversary on the 10th" and the Suspension starts 5/10 and ends 5/24.
    • They will not be billed on 5/10.
    • They will not have any active Activities for Check-In from 5/10 to 6/9.
    • The Member will be billed on their normal Billing Schedule on 6/10 and their Anniversary Billing Date does not change.

Suspend the Account for one month (or more) starting one week (or any time) into their Billing Cycle

  1. The Member will be billed on their Billing Date AND will be billed the day they come off Suspension.
  2. If the Member is billed "Monthly Anniversary on the 10th" and the Suspension starts on 5/17 and ends 6/16.
    • They will be billed on 5/10.
    • The Activities will be active from 5/10 to 6/9.
    • On 5/17 the Activities will be locked until 6/16.
    • On 6/17 when the Suspension ends, any remaining units from the 5/10 Billing will have one (1) month added to their expiration date, moving the date from 6/9 to 7/9.
  3. The Member will be billed on 6/17 the first day after the Suspension has ended, but any leftover units from 5/10 will be available until 7/9.


Technical Information

Related Information

Members

Member Profile
Agreements
Agreement Writer
Agreement Rewrites
Member Accounts
Point of Sale


Activity Management
Members
Statuses
General Configuration
Member Configuration
Moso myClub


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