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Handling Membership Pending Renewal Orders: https://help.pm.leapevent.tech/a/1989669
When a membership is set to auto-renew, 30 prior to the Benefit's Expiration Date at 9:00 AM local time, a Pending Renewal Membership Order will automatically be created for the member. If all is well, the order will automatically process payment and be complete on the Expiration Date at 10:00 AM local time.
But what happens if a member wants to update their membership or something goes wrong? In those cases, you'll need to step in to make sure everything is set. In this article, we'll cover:
Find Pending Renewal Membership Orders
The best way to find Pending Renewal Membership Orders is via the Membership Orders Pending Renewal View in PatronTicket Orders.
1. From the PatronMembership Hub, click View Membership Orders
2. Update the View to Membership Orders Pending Renewal
3. Click Apply Filter
This will give you your list!
Here we don't have any Pending Renewal Membership Orders... yet!
Edit Pending Renewal Membership Orders
Editing a Pending Renewal Membership Order is a lot like editing any other in-progress Ticket Order!
From the Pending Renewal order, you can:
- Edit Contact details in the Buyer Information section, and optionally opt to Update Contact Record
- Add Chatter, Internal Comments, or Buyer's Comments from Notes
- Add additional items to the order with Add More Items
- Remove items from the cart with the trash icon
- Add a Donation
- View or Waive Fees
- Make additional changes, including ad-hoc discounts with Expand Cart
- Delete Order if the member bought a different membership on a separate order
- Mark the order as Did Not Renew if the member chooses not to renew their membership
- Send Renewal Reminder to the member again via the Membership Auto-renewal Email Template
- Proceed to process the Pending Renewal order with Confirm Contact
Process Pending Renewal Membership Orders early
If a member would like to process the payment early, you can submit their Pending Renewal order early by first clicking Confirm Contact.
From here, you'll finish up the order just like any other.
Processing a Pending Renewal order early does not affect the expiration date of the new membership. It will still expire one year after the original Benefit's Expiration Date.
Cancel Pending Renewal Membership Orders
There are a few different ways to cancel a Pending Renewal Membership Order.
Marking the Pending Renewal as Did Not Renew
We recommend using this method if the member chooses not to renew their membership.
Deleting the Pending Renewal Order
We recommend using this option if the member buys a different membership on a separate order, if they were intending to renew. This will act like a cancellation, and the system will not auto-renew the membership.
Canceling the Auto-renewal from the Benefit
This is a great method to use if the Pending Renewal order hasn't been automatically created yet!
By the member via PatronPortal
If your organization uses PatronPortal, members can choose to cancel their auto-renewing membership from the Membership renewal tab in PatronPortal.
What does canceling do?
Canceling a Pending Renewal membership will:
- Set the Auto-renew field on the related Benefit to "Off" to prevent future renewals
- Checks the "Do not send renewal reminder" checkbox on the Benefit
- Set the Status of the Pending Renewal Membership Order to "Did Not Renew" and releases the membership back to your inventory
- Updates the Auto-renew field on the original Membership Order to "Cancelled"
- For reporting purposes, the original Membership Ticket Order Item will still have "Auto-renew" checked for historical accuracy and reporting
Pending Renewal Membership Order Errors
Sometimes Pending Renewal Membership Orders will encounter errors. When they do, the orders will need you to jump in to handle them.
All notifications of errors will go to the User set as your Benefit Administrator in PatronTicket Settings. If no Benefit Administrator is set, then the Order Fulfillment Administrator will receive the notifications.
To learn how to handle errors for auto-renewing memberships, check the subject line of the notification you received.
This notification indicates that the Pending Renewal Membership Order was unable to be created. This can happen for certain reasons, such as:
- If the member's Contact has no Email
- If the Membership Auto-renewal Email Template is not set in PatronTicket Settings
- If your organization does not have a verified Org-Wide Email Address
The main body of the notification and the Auto-renewal Error Message field on the Benefit will provide more details on exactly what prevented a Pending Renewal order from being created.
When this happens, it means that the Pending Renewal Membership Order went into a Payment Exception due to an error processing the order.
By going to the Membership Order, you can click Resolve Exception to get more details about what went prevented the order from going through successfully.
Here are some error messages you may see on these Payment Exceptions:
- This membership renewal order did not process because there was no membership on the order. To resolve, add a membership to the order and submit the order manually.
- To fix this, go back to the order and make sure there's a Membership on the order and manually complete the order
- This membership cannot be renewed because there is no active Stored Payment Method selected for this renewal. To resolve, submit the order manually.
- To fix this, go back to the order and submit it manually
- This usually happens if the member canceled the card that was used for payment or if the Stored Payment Method for this membership was deactivated in PatronManager