Customers can be offered the option to Freeze their memberships rather than cancel.
While on a freeze, the customer will be drafted a reduced amount instead of the Full Monthly Draft.
Please note that only customers with an active membership (EFT) can freeze or unfreeze. If the customer is a WALKIN MEMBER, then no Freeze can be made. You can find the Membership name in the middle of the customer's screen at the top.
When customers are on a freeze, they can still purchase other services and products without having to pay the Full EFT amount every month.
You can contact support to change or remove the Freeze fee.
For any Prepay EFT orders while on a freeze, please see the guide below:
https://tan-link.zendesk.com/hc/en-us/articles/360041528372-How-to-Process-a-Pre-Pay-EFT-in-Tan-Link
Freezing an EFT
To freeze an EFT membership, go to the customer's account and click on the Freeze Membership option under Account Changes.
The Freeze menu screen will allow you to select from the available dates on the dropdown list and the number of months for the account to remain frozen.
- Select the desired date to start the Freeze from the available options in the dropdown list.
Please note that the dates available here will depend on the customer's next Draft Date and the current date.
***A freeze will ALWAYS start one day before the Next Draft date set for the customer. - Select the number of months for the account to remain frozen and proceed to complete this change by clicking on FREEZE ACCOUNT. You can contact support to edit the maximum number of months to freeze.
- Refresh the Page (press F5)and have the customer sign any agreements on the iPad.
If the iPad is connected, you will see the Freeze Membership Agreement pop-up on the screen for customers to sign. - Refresh the page again in order to save the agreement Document on the account.
You will see that the closest Freeze date is now set to 1 day before the customer's Next Draft Date.
Backdating/editing freeze dates.
If you need to apply an immediate freeze or backdate the freeze start date, please proceed as follows:
- Use the Freeze Membership option under Account Changes.
- Select the closest date available from the dropdown list and the number of months for the account to remain frozen and proceed to complete this change.
- Refresh the Page (press F5) and have the customer sign any agreements on the iPad.
- Refresh the page again in order to save the Digital Document on the account.
- Go to More Details> Account Details /History and scroll down to the section shown below:
- Click on the Freeze Start Date and edit as needed. Then press ENTER to save the changes.
- Refresh the page and verify the account has been frozen. The date you entered will be displayed on the Freeze banner at the top of the page.
UNFREEZE AN ACCOUNT
A customer can choose to resume the membership at any time in order to enjoy the services and benefits of an EFT. If this is the case, you can go to the customer account and click on Account Changes at the top. Then use the Unfreeze membership option.
When using the Unfreeze Membership option in the Account Changes menu to manually unfreeze a customer before the expected unfreeze date, the customer will be charged a prorated amount based on the customer's draft date and draft amount.
Therefore if a customer unfreezes mid-draft, they will be required to pay a prorated amount for the remaining number of days left in that draft cycle. Then they will be charged the full EFT draft amount on their next draft date.
Canceling accounts while on a freeze.
Customers may want to freeze rather than cancel when the freeze has already been completed and you will notice that the Freeze order cannot be removed from the account.
Also, if you use the Unfreeze Membership option, the customer will be charged.
Please do not start a new freeze or cancel order if there is an existing freeze or cancel order on the account. This is to avoid any future draft issues or unexpected cancelations.
If a customer decides to cancel rather than freeze, or vice versa, you will need to manually remove the Freeze or Cancel info before you move forward with the new order.
Removing Freeze info if a Cancel order will be placed instead.
- Go to More Details> Account Details /History and scroll down to the section shown below:
- Click on the Freeze Start Date and remove the contents. Then press ENTER to save the changes.
- Click on the Freeze End Date and remove the contents. Then press ENTER to save the changes.
- Refresh the page and verify the account has been unfrozen. You will be able to cancel the account now.
Removing Cancel info if a Freeze order will be placed instead.
- Go to More Details> Account Details /History and scroll down to the section shown below:
- Click on the Cancel Expire Date and remove the contents. Then press ENTER to save the changes.
- Click on Cancel Reason and remove the contents. Then press ENTER to save the changes.
- Click on How Cancelled and remove the contents. Then press ENTER to save the changes.
- Click on Date Cancelled and remove the contents. Then press ENTER to save the changes.
- Refresh the page and verify the cancel information has been removed. You will now be able to Freeze the account.
You can also edit the Tax amounts to be calculated on a freeze fee.
See our guide below on Tax Settings:
https://tan-link.zendesk.com/hc/en-us/articles/19866868765965-Tax-Settings
Freezing an account with an Add-on EFT package
If you need to freeze an EFT with an existing add-on package, you will need to delete the add-on before moving forward with the freeze order. This will prevent the customer from using the equipment access from the add-on during a freeze.
If the EFT membership is resumed, you will need to sell the add-on package again.
An Add-on can be removed by using the trash bin on the package box just like any other package.
This option may be restricted to Managers or Admins only. Please see our guide on Add-On packages below:
https://tan-link.zendesk.com/hc/en-us/articles/20690224000525-Add-On-EFTs
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