PAYMENT PLAN FUNCTIONALITY MATRIX
I think a lot of these functions should follow the same protocol as similar, standard day-to-day functions
(for example: do Front of House and Contact Center typically extend/change membership expiration
dates? Is Barb the only person out of FoH, CC, and Membership that does refunds: what about
downgrades vs upgrades) but chatted with Barb and a lot of the activities that are passed over to the
Membership Dept. are not written protocol, more just became habit or if someone does not know what
they would pass it over the Barb….. opportunity in the future to revisit who is in charge of what via
departments (or gather manuals for different departments- and create an all-encompassing document
that really maps out what actions/transactions GE & CC and Membership staff and supervisors are
permitted to do.
Standard Functions
Action
Membership
GE
Staff
GE
supervisor
CC
Staff
CC
Supervisor
BizApps
Create a new
membership with
autorenewal
y
y
y
y
y
Y
Create a new
membership with
payment plan
Y
Y
Y
Y
Y
Y
Renew
membership with
autorenewal
Y
Y
Y
Y
Y
Y
Renew
membership with
payment plan
Y
Y
Y
Y
y
y
Gift membership
with autorenewal
y
y
Y
Y
Y
Y
Gift membership
with payment plan
y
Y
Y
Y
Y
Y
Search for a plan
y
Y
Y
Y
Y
Y
Enroll someone in
autorenewal after
purchase
y
N
Y
N
Y
Y
Enroll someone in
PP after purchase
y
N
Y
N
Y
Y
Credit Card Updates
Action
Membership
GE
Staff
GE
Supervisor
CC
Staff
CC
Supervisor
BizApps
Update Credit
Card for Payment
plan
y
N
Y
y
y
Y
Update Credit
Card for Autorenewal
y
N
Y
Y
Y
Y
Updating
Cardholder Name
y
N
Y
Y
Y
Y
Updating Card
Number
y
N
Y
Y
y
Y
Updating
Expiration date
*does FoH and/or
CC usually update
expiration dates?*
y
N
n
n
n
Y
Upgrading Payment Plan (Includes processing payment of difference)
Action
Membership
GE
Staff
GE
Supervisor
CC
Staff
CC
Supervisor
BizApps
Upgrading
Payment
Plan
y
N
y- only an
upgrade- a
few extra
steps, would it
be confusing
to only be able
to do
upgrades?
n
y- only an
upgrade- a few
extra steps,
would it be
confusing to
only allow
these 2
departments to
do upgrades?
Y
Upgrading
Autorenewal
y
n
y- only an
upgrade- a
few extra
steps, would it
be confusing
to only be able
to do
upgrades?
n
y- only an
upgrade- a few
extra steps,
would it be
confusing to
only allow
these 2
departments to
do upgrades?
Y
Downgrading
Payment
Plan
y
n
n- have to
refund, which
only Barb
does?
n-have
to
refund,
which
only
n-have to
refund, which
only Barb
does?
Y
Action
Membership
GE
Staff
GE
Supervisor
CC
Staff
CC
Supervisor
BizApps
n- have to
refund, which
only Barb
does?
Y
Barb
does?
Downgrading
Autorenewal
y
N
N- have to
refund, which
only Barb
does?
n- have
to
refund,
which
only
Barb
does?
Removing a payment plan
Action
Membership
GE
Staff
GE
Supervisor
CC
Staff
CC
Supervisor
BizApps
Remove Payment
Plan in middleonly if membership
is paid in full….this
could be paid in full
in person or over
the phone
y
n
Y
n
Y
Y
Remove Payment
Plan at end-
y
N
Y
n
Y
Y
Remove AR in
middle
y
n
Y
n
Y
Y
Remove AR at end
y
N
Y
n
Y
Y
Set Pass status to
blocked
y
n
n
n
n
Y
Set Pass status to
returned
y
N
n
n
n
Y
Do not change
pass status
y
n
n
n
n
Y
Set pass status to blocked (can be changed later)- Does membership only handle membership
cancellations of regular memberships or can the cancellation of a membership happen at Front of House
and Contact Center
Set Pass status to returned (cannot be changed)
Do not change pass status (doesn't change anything, member may be able to still come?)
Contract Options
Action
Membership
GE
Staff
GE
Supervisor
CC
Staff
CC
Supervisor
BizApps
Edit Pass
information
y
n
n
n
n
Y
Remove Pass
from payment
contract
y
N
n
n
n
y
issue tickets and
passes on
payment contract
y
n
n
n
n
Y
Upgrade pass to
another pass on
contract with
difference paid
y
N
n
n
n
Y
Upgrade with
difference spread
out
y
n
n
n
n
Y
Void Contract
y
N
n
n
n
Y
Payment options
Action
Membership
GE
Staff
GE
Supervisor
CC
Staff
CC
Supervisor
BizApps
Manual
Payments
y
n
n
n
n
y
Scheduled
Payment
y
N
n
n
n
Y
Arrears Payment
y
n
n
n
n
Y
Full Payment
y
N
n
n
n
Y
Make Payment
y
n
n
n
n
Y
Renew contract
after processing
arrears
y
n
n
n
n
y
Change Down
Payment
N
n
n
n
N
y
Change Payment
Schedule
(impossible)
n
N
n
n
n
y
Action
Membership
GE
Staff
GE
Supervisor
CC
Staff
CC
Supervisor
BizApps
Refunds
y
N
n
n
n
y
Partial Refunds
y
N
n
n
n
y
Recurring Payment Method
Action
Membership
GE
Staff
GE
Supervisor
CC
Staff
CC
Supervisor
BizApps
Edit credit card
info
y
Y
Y
Y
y
y
View statement
history
y
Y
Y
y
Y
y
Print Statement
history
y
Y
Y
Y
Y
y
Email
Statement
history
y
Y
Y
Y
Y
y
Resend
Payment
Contract
y
Y
Y
Y
Y
y
Audit Log
y
Y
Y
y
y
y
Notes
Action
Membership
GE
Staff
GE
Supervisor
CC
Staff
CC
Supervisor
BizApps
Add note
y
y
y
y
Y
y
view
note
y
y
y
y
Y
y