A closed member returns to the club or goes to the club's member area to regularise their situation. It is possible to de-register the member directly from their member file OR to launch automated unlocking actions from the member area, depending on the club's policy.
Attention
Unlocking with automated actions will only be possible for members for whom an accounting closure has been carried out. If the closure is not an accounting closure, you will not be able to access the unlocking feature. If you still wish to proceed with an unlocking, you must first go through the accounting closure and then proceed with the unlocking. To find out whether or not a closure is accounting-based, this article may be useful.
Pre-setting and perimeters of the unlocking🔍
According to the configuration specified in Settings > Clubs / Legal> Member Closing, the following actions can be taken...
- As a club, you can reopen (unlock) a member account from the back-office.
- The member can reopen (unlock), on their own, their member account from the member area.
- When unlocking, the blocking alert, the membership cancellation and/or the blocking of online shopping applied at the time of the closing are cancelled.
- When unlocking, the member pays their former debts and potentially, processing fees for unlocking when the closing was related to debts.
- In addition to these settings, unlocking fees can be billed only if there were no rejection fees at the time of closing. This setting is not accessible from the back-office but can be configured by the Support. Please contact it to activate this setting.
First, let's take a look at how an unlocking process works in the back office... A closed member comes to the club and wants to become an active member again.
STEP 1 - LAUNCH THE UNLOCKING
To launch the unlocking, go to the member file and select Member actions > Member closure management.
STEP 2 - EXCEPT A SPECIFIC CASE, CHECK 'UNDO THE EFFECTS OF THE LAST ACCOUNTING CLOSURE'.
The next screen is as follows; tick the box 'Undo the effects of the last accounting closure':
Preliminary checks ⚙️
When the first declarations are made, or in anticipation of them, don't hestitate to contact your Xplor Gym advisor to make sure that the configuration you've set up meets your needs.
According to the configuration set, the impacts of unlocking are the following ones:
The accounting items created at the time of the closing to offset the available amounts or debt amounts will be cancelled. The member will return to their pre-closing financial position and will be able to regularise their situation by paying any debts.
No specific activation in the settings for this effect.
When members come to close their account and regularise their situation, in addition to any debts they may owe, they may be charged an administration fee for reopening their account.
⚠️The administration fee is only charged if the closure is linked to an unpaid debt or incident.
⚙️Activating admin fees
To activate the admin fees when unlocking, tick the following box in Settings > > Clubs / Legal > Club > Member Closing:
- The first box, "Add closure costs", is used to add an invoice for administration fees when a member who has been closed for debts and incidents is closed.
- The second box, "Invoice as many times as there have been rejections resulting in closure", is used to count the number of direct debit rejections that have triggered closure and to create as many invoices for handling fees as there have been. For example, if two direct debit rejections have resulted in the customer's closure and this box is ticked, the member will have to pay the closure fees twice.
Understanding how fees for unlocking are applied 💡
- Invoicing: When you close the account, an invoice will be created for the payment of debts, and another for the handling fee (and for each handling fee applied, there will be a new line on the handling fee invoice.
- Closing with no debt : If the member has no debt (but for example overpayments, credit notes or nothing at all), then the closure fee will not be created.
- Manual closing: If there is a debt associated with a manual closing, a handling fee will be payable at the time of closing. In other words, the closing does not necessarily have to be automated for the fees to apply.
Memberships, packs or entry passes will be reactivated. The membership cancellation will be cancelled if the membership was cancelled in the same month as the unlocking.
⚙️Activating the cancellation of the cancellation
To activate the cancellation of the cancellation when unlocking, tick the following box in Settings> Clubs / Legal > Club > Member Closing :
Same month" refers to the same calendar month. If the membership was cancelled on the 15th of the month, it must be cancelled before the 31st of the same month for it to be reactivated.
⚠️If the box has not been ticked, or if the membership has not been cancelled in the same month as the deletion, then it will have to be reactivated manually.
Alerts created during the closing process can be archived.
Activating the archiving of alerts ⚙️
To activate the archiving of alerts when unlocking, tick the following box in Settings > Clubs / Legal > Club > Member Closing:
Reactivating the possibility to purchase online ⚙️
To reactivate the online purchase when unlocking, tick the following box in Settings> Clubs / Legal > Club > Member Closing:
STEP 3 - DEPENDING ON THE CASE, EITHER PROCEED TO PAYMENT OR UNLOCK THE MEMBER.
- Case 1 - If the member has outstanding debts
Select 'Proceed to payment'.
The member must settle his debt.
Attention
⚠️On this screen, it will not be possible to change the amount to be paid (you can enter more, for example with vouchers, but never less), nor will it be possible to settle the debt by direct debit. Make sure that the member regularises his situation in all cases, otherwise the unlocking and related automated actions will not be carried out.
⚠️If the member has to pay administration fees in addition to old debts and incidents, a message will be displayed indicating this
⚠️In the case of a member who has debts but also overpayments or credit notes, when the account is closed the member will have to pay the amount of the debts - the credit notes + any administration fees associated with the closure.
The usual screen with the different payment options is as follows:
Case 2 - If the member has no outstanding debts
Select 'Unclose the member'.
In what cases the following box is unchecked ? 
Case 1 - You want to close a member, but the already have an open closure. You therefore remove the "closed" status without affecting the consequences of the old closure (by validating the closure without ticking the box) and then create a new closure.
Case 2 - You have manually performed actions related to the closure (resale of memberships, creation of invoices, activation of entry passes, etc.). Uncheck the box and you can cancel the closure status, to start again with a manual accounting closure and then an automatic closure.
In both cases, an insert will appear at the time of closure with details of what will happen to the member file.
Case 1 - No financial elements created at the time of closing, the member's situation was balanced on its own.
In this case, no item will be created when the accounts are closed. The effects will be the possible reactivations of entry passes, memberships, packs, etc.
Case 2 - Did the member have any debts or payment incidents at the time of closing?
Credit notes have therefore been created in order to cancel them. The credit note will then be cancelled so that the debt or incident exists again and the member regularises his situation. The member will have to pay the debt at the time of the unlocking on the screen following the validation:
Attention
⚠️On this screen, it will not be possible to change the amount to be paid (you can enter more, for example with coupons, but never less), nor will it be possible to settle the debt by direct debit. Make sure that the member regularises his situation in all cases, otherwise the closure and related automated actions will not be carried out.
Case 3 - The member had overpayments or credit notes at the time of closure, so we created an invoice to allocate them.
The invoice will then be cancelled and any overpayments and credit notes will once again be available to the member.
Case 4 - You can't have two closures at the same time...
Therefore, it will always be the effects of the second closing that will 'count' for the unlocking.
Case 5 - Overpayments and/or credit notes and debts at the closing
In this case, when unlocking, the member must pay the amount of the debts - the credit notes + the potential admin fees related to the unlocking.
Case 6 - Two closings at a row are impossible...
In this case, only effects of the second closing are taken into account in the unlocking.
This concerns members who would like to come back to the club and log in to the member area.
- The effects defined in Settings (Archiving alerts, reactivating memberships, admin fees, etc.) will also apply online. Make sure it is well configured. Next, go for it!
- The first thing to do is to check that the setting corresponds to what is expected in Settings> Clubs / Legal > Clubs > Member Closing. The box "Allow the cancellation of a member account closure from the member area" enables members to unlock online on their own.
- The box "Unlock the online purchase (if the online purchase had been blocked)" enables to reactivate the possibility for the member to make online purchase after the unlocking.
Attention
There are two prerequisites for unlocking from the member area:
- The member must first have been closed for accounting purposes.
- The member must not have any debts with clubs in the network other than their home club.
Here are the screens displayed in the member area for a closed member with a debt and for a closed member with no debt.
If the member has to pay an adm fee, this will also be indicated on the information insert.⚠️Adm fees are only applied if the closure is linked to an outstanding debt or incident.
Attention
Our advice is to avoid as far as possible selling new memberships after a closure without first unlocking the account. The best thing to do is not to authorise online purchases when the member is closed. We recommend that you leave this box unchecked in your settings:
This will prevent a member who has not been declined from buying a new membership online.
Comments
Please sign in to leave a comment.