Edit a Member

Click any row in the members table to open the Member Sidebar - a panel that slides in from the right side of the screen. From here you can view all member details, edit their profile, and perform lifecycle actions.

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Sidebar Header

At the top of the sidebar you will see:

• Member name as the title (or "Customer" if no name is on file)
• Email directly below the name
• Merchant ID - if set, shown below the email. If not set, an Add ID link appears. Click it to enter an ID.
• Status badge - a colored dot with the member's status (e.g., Active, Paused). If a pause is scheduled, the badge reads "Pausing {date}". Color mapping:
  • Green dot - Active, Trialing
  • Yellow dot - Past Due, Unpaid, or Active with a pending pause
  • Red dot - Canceled, Payment Failed, Incomplete Expired
  • Gray dot - all other statuses
• Skipping pill - an amber badge that reads "Skipping" when the member has exactly one skip remaining, or "Skipping 2", "Skipping 3", etc. when they have more. Only shown for release members with skips remaining.
• Pending fulfillment rows - amber-highlighted rows showing the club/order name and item count for any orders ready to be fulfilled. Each row is clickable and navigates to the fulfillment view for that order.
• Flag band - a purple banner if the member has any active flags. A single flag shows the flag text directly. Multiple flags show the count with a chevron to expand/collapse the list.

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Tab Strip

Directly below the header is a row of tabs:

Tab	What it contains
Details	Member profile, membership info, alternate contacts, skip status
Rewards	Reward status and redemption history
Orders	Fulfillment history (only visible if you have the Manage Fulfillment permission and the club uses fulfillment)
Payments	Payment method on file and charge history
Notes	Staff notes and flags - see Customer Notes
Emails	Email history for this member
Import Data	Original imported data (only visible if the member was imported)

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Details Tab

The Details tab is divided into these sections:

MEMBER section - Shows name, birthday, phone, email, member-since date, signup channel (Signup: Self-service, Staff or Kiosk), Added by (when a staff member is credited) and Heard about us (when the member answered "How did you hear about us?"). Click the Edit member button (pencil icon) to edit.

ALTERNATE CONTACTS section - Lists any authorized contacts for this member. Each contact shows phone, email, birthday, and relationship. Click + to add, the pencil icon to edit, or the trash icon to delete.

MEMBERSHIP section (release members) - Shows club, tier, price (or price range per release), fulfillment method (Local Pickup or Shipping), location, cancelled date and cancelled-by (if applicable).

MEMBERSHIP section (subscription members) - Shows club, tier, price, fulfillment method, location, billing period start/end, next billing date, pending tier change (if any, with a Cancel Pending Change link; cancelling keeps the member's current price and billing schedule), pending club switch (if any, with a Cancel Pending Switch link), credit balance (if any), cancelled date and cancelled-by (if applicable). When the member's first period hasn't been billed yet, the next billing date is marked "(first charge)": that is when they are first charged, not a renewal. The Pause membership sidebar says the same thing ("First charge is ..."), because pausing before then stops that charge too.

Location (programs without pickup or shipping) - For an access-only membership, the MEMBERSHIP section shows a Location row: the member's home location, the location the membership belongs to ("Not assigned" if none). Their dues are taxed there and their revenue is credited there. Staff with the Manage CRM permission can click the pencil (Change location) when the program is offered at more than one location, pick another location and click Save ("Location updated"). Nothing is charged or refunded: later dues are taxed and credited at the new location, and charges already made keep theirs. Staged members have the same Location row in their contact sidebar's Membership panel. See Multi-Location Support.

SKIP STATUS section (release members only) - Shows next release status ("Skipping" or "Receiving"), skips remaining, and skip controls (− button, number input, + button, and Update Skips button).

NO-CARD ACTIVATION section - Shown for members activated without a card. While they're card pending it reads "Card pending, first charge {date}" with the note "Nothing can be charged until they add a card. Without one by that date the membership is put on hold." It also shows who activated them without a card and when, and the latest paid-through change (who, when, and the old and new dates). Staff with the Manage CRM permission see Send card link, which emails them a link to add their card (click it again to send a fresh one). Staff with the Manage Comps and No-Card Activation permission see Change paid-through date: pick any day from 2 days to 2 years ahead, earlier or later than now, and a live preview shows when their first charge will be (the plan's first billing date on or after it). The first charge must come before any scheduled pause, cancellation or plan change. For a card-pending member the actions menu shows Change paid-through date instead of Reschedule billing, and only to staff with the Manage Comps and No-Card Activation permission; others see neither. See Members Without a Card.

COMP section - Shown for comps (complimentary and lifetime members). It reads "Complimentary until {date}" or "Lifetime member" with "Never billed: no card, no signup fee and no recurring charges.", the reason (if any), and who granted it and when. Staff with the Manage Comps and No-Card Activation permission see Change end date (or Set end date for a lifetime comp). See Comps and Lifetime Memberships.

SIGNUP ANSWERS section - Shown when the member's program asks signup questions. Lists each answer, "Not answered" (or "Not answered (required)") for gaps, and answers to questions the program no longer asks, marked "No longer asked". Staff with Manage CRM or Edit Member Details can click edit to fill in or change answers; leave a question blank to clear it. Existing members are never required to answer.

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Other Tabs

• Rewards - Shows the reward status for the membership you are viewing, followed by a redemption history section. Each reward shows what has been used this cycle and what remains, with a line saying when it Starts (an imported member waiting for their first renewal), is Available from again (nothing left for now), or Resets, in your business's time zone. Each membership carrying a reward has its own allowance, so everything here follows this membership. With the Manage Member Rewards permission, each reward with a limit has Reset and Adjust, which open the Adjust allowance sidebar: Grant extra uses, Deduct uses (never more than they have left this cycle) or Reset usage ("Clears what they've used this month on this membership. The full allowance is available again. Today's daily limit still counts what was redeemed today.", naming the reward's own cycle), with a before and after of what's left and an optional reason. Redeem opens the Redeem reward sidebar on that reward, drawn from this membership; it's greyed out when nothing is left. Shipment rewards have no actions here. When the person is enrolled in your active rewards program, a With points section lists the rewards they can buy with points, with their points balance and each reward's cost, and the same Redeem (greyed out when they can't afford it), Reset and Adjust actions; those points come off their balance. A points reward isn't tied to one membership, so its Reset clears usage "for the whole member" and its adjustments count on every membership. Grants, deductions and resets are listed under Adjustment History. To add or remove points themselves, use the Rewards section of the person's Profile tab. See Reward Redemption.

• Orders - Shows fulfillment history for this member - past and current shipments, pickups, and order statuses.

• Payments - Shows the payment method on file and a chronological list of charges. For subscription members, also shows billing details.

• Emails - Email History: every email MemberZone sent this member, newest first; click one to preview it. Above it, Quick Actions has two buttons:

  • Resend welcome email - asks "Resend welcome email?" ("The member gets their welcome email again. Their account and how they sign in stay the same.") and, on Resend welcome email, sends it ("Welcome email sent"). It doesn't create, reset or overwrite a password.
  • Send sign-in link - emails the member a secure link that signs them in and opens this membership ("Sign-in link sent"). Use it for a member who has no password or can't get in.

  A contact's Emails tab in their contact sidebar shows the same history without these buttons (for staged members and store customers).

• Import Data - Visible only for imported members. Shows the original data from the import spreadsheet.

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Action Buttons

The bottom of the sidebar has a sticky footer with action buttons. The buttons depend on the membership type and status:

Subscription members:

Status	Buttons (left to right)
Active or Trialing	Change Tier (if multiple tiers exist) → Switch Club → Pause → Cancel (red)
Active with pending pause	Change Tier (if multiple tiers) → Switch Club → Cancel Pause → Cancel (red)
Paused	Resume Membership → Cancel (red)
Cancelled or Payment Failed	Restart Membership → Switch Club
Past Due	No buttons - shows "Payment past due - Stripe is retrying automatically" in amber text

Comps: a comp can't switch programs, has no Cancel and has no billing date to reschedule. Active comps offer Change Tier (if multiple tiers exist; it takes effect at once and nothing is charged) and Pause (or Cancel scheduled pause); paused comps offer Resume membership. Staff with the Manage Comps and No-Card Activation permission also see Change end date (or Set end date) and End comp, which cancels the membership today with nothing charged or refunded. A comp's pause can start and resume on any day you pick.

Release members:

Status	Buttons (left to right)
Active	Change Tier (if multiple tiers exist) → Switch Club → Pause → Cancel (red)
Paused	Resume Membership → Cancel (red)
Cancelled	Reactivate Membership → Switch Club

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How to Pause a Member

1. Click the member's row in the table to open the Member Sidebar.
2. At the bottom of the sidebar, click Pause.
3. The Pause membership sidebar opens.

For release members, the sidebar shows:

• "Excluded from new releases" - the member will not be enrolled in any new releases until resumed
• "Rewards suspended" - POS lookup and reward redemptions will be blocked while paused
• A checkbox: Also cancel orders on currently open releases

For subscription members, the sidebar shows:

• "Billing will be paused" - no further charges until resumed. "Schedule when billing stops and optionally when it resumes."
• Stop billing on (default Pause at next billing date; the member keeps access through the end of their current billing period) and Resume billing on (default Keep paused until I resume)
• Email the member about this pause
• An info box: "You can cancel the pending pause at any time from the member sidebar before it takes effect."

1. Click Yes, Pause Membership to confirm, or click Keep Active to go back.
2. For subscription members, the pause is scheduled for the end of the current billing period (the status badge changes to "Pausing {date}"). For release members, the pause takes effect immediately.

While a membership is paused, its reward allowances are held back. When it resumes, the member gets the allowance for the cycle they are in now, not the ones they missed. See Rewards and Discounts.

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How to Resume a Paused Member

1. Click the paused member's row to open the Member Sidebar.
2. At the bottom of the sidebar, click Resume Membership.
3. The member's status returns to Active immediately.

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How to Cancel a Member

Subscription members

1. At the bottom of the sidebar, click Cancel (the red button on the far right).
2. The Cancel membership sidebar opens: "Cancel this membership immediately, or schedule it to end at the close of a future billing cycle."
3. When should it end? - Cancel immediately (the default; the warning "Customer will lose access" reads "The customer will no longer receive shipments and lose member benefits"), End of current period ({date}), or End on {date} at the close of a later billing cycle ("The membership stays active until {date}, then cancels automatically.").
4. For an immediate cancellation, a checkbox: Refund membership cost. Check it to issue a refund.
5. Optionally pick a Cancellation reason, add notes, and choose who it was Cancelled by (see Cancellation reasons below).
6. Click Yes, Cancel Membership (red), or Schedule Cancellation for a later date. Click Keep Active to go back.

Release members

1. At the bottom of the sidebar, click Cancel (the red button on the far right).
2. The Cancel membership sidebar opens with one warning:
   • "Member will lose access" - the member will no longer receive future releases or member benefits
3. Optionally pick a Cancellation date to cancel later instead of now (leave it empty to cancel immediately). With a date, the warning reads "The member stays active until {date}, then cancels automatically." The button stays disabled until the date is a complete, valid date.
4. Optionally pick a Cancellation reason, add notes, and choose who it was Cancelled by.
5. Click Yes, Cancel Membership (red), or Schedule Cancellation when you picked a date, to confirm. Click Keep Active to go back.

Cancellation emails

Whenever a membership is cancelled, whether by your team, by the member, or when a scheduled cancellation takes effect, the member gets a Membership Cancelled confirmation email and your business gets a cancellation notice. This applies to release memberships as well as subscriptions. Moving a member to another club with Switch Club isn't a cancellation and sends neither.

Cancellation reasons

The reason is optional and is recorded with the cancellation for your churn reporting and exports. Staff see the same reasons members choose from when they cancel themselves (Too expensive, Health concerns, Moving / relocating, Financial / budget, Switching to another program/tier, and so on), plus one that only staff can pick:

• Dormant - the member never answered your requests to update their card. Use it when you cancel someone whose payments stopped and who went quiet, so they aren't counted with members who chose to leave for a stated reason.

Members never see Dormant in their own cancellation options.

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How to Restart a Cancelled Subscription Member

1. Click the cancelled member's row to open the Member Sidebar.
2. At the bottom, click Restart Membership.
3. The Restart membership sidebar opens ("Restart this membership for {name}."), with What happens: "Membership reactivates immediately."
4. If the club has multiple tiers, a Select tier section shows radio buttons for each available tier with name, item count, and price. The previous tier is pre-selected and marked "(current)".
5. A checkbox: Charge enrollment fee - "If checked, the member will be charged the enrollment fee again."
6. If the program bills the first period later, the sidebar notes "The first period is charged on {date}, not today."
7. Click Restart Membership to confirm, or click Cancel to go back.

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How to Reactivate a Cancelled Release Member

1. Click the cancelled member's row to open the Member Sidebar.
2. At the bottom, click Reactivate Membership.
3. The membership returns to Active status immediately.

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How to Change a Member's Tier

Subscription members

1. At the bottom of the sidebar, click Change Tier. (Only appears if the club has more than one tier. Disabled if a pending change is already scheduled.)
2. The Change tier sidebar opens ("Change the tier for {name}.").
3. If a tier change or club switch is already pending, an amber warning is shown (e.g., "A tier change to {tier name} is already scheduled. Confirming will replace it.").
4. A Current tier box shows the member's current tier name and price.
5. Under Select new tier, radio buttons list all other available tiers with tier name, item count, and price.
6. Under Billing, two radio options control when the change takes effect:
   • Apply next billing cycle - No immediate charge adjustment. The change activates at the next billing date and the upcoming cycle's order switches to the new tier at that time.
   • Apply immediately (prorate) - "Charge/credit the difference now" via Stripe proration, with a preview of the amount. The current cycle's order is also updated to the new tier's template, bottle count, and estimated subtotal on the spot (unless the order has been customized or is already charged - see preview banner below).
7. Optionally choose who it was Switched by, then click Confirm tier change, or Cancel to go back.

An upgrade applied immediately charges the difference, so it needs a card on file: without one it stops with "Add a card first." The same goes for switching programs, shipping charges, cancellation fees and paying an outstanding bill. A member who hasn't paid for their current period yet (activated without a card, or first charge still ahead) gets no downgrade credit and is never charged a cancellation fee.

Release members

1. At the bottom of the sidebar, click Change Tier. (Only appears if the club has more than one tier.)
2. The Change tier sidebar opens.
3. A Current tier box shows the member's current tier name, bottle count, and price range.
4. Under New Tier, a dropdown lets you select a new tier. Each option shows the tier name, bottle count, price range, and current enrollment count.
5. If the member has an open release that has not yet charged, a Tier Change Impact banner appears showing what will happen to their current order when you confirm. See the table below.
6. Optionally choose who it was Switched by, then confirm, or click Cancel to go back.

A release member's tier change is refused while they have an unpaid order in a release that is open, closed for selections or charging and doesn't cover the new tier (a release created for only some tiers): skip them from that release first, or change the tier after it is charged.

Tier Change Impact Banner (Release Members)

Banner Color	When	What it tells you
Blue	Current order will be updated	Shows the release name, the new template name, new bottle count, and estimated subtotal so you can sanity-check the change before confirming.
Amber	Order has been customized	The member's customized selection is protected - items won't be overwritten. The membership still moves to the new tier; future releases use the new tier.
Gray	Charge run is in progress	A bulk charge job is currently running for this release. The current release order is locked; the tier change applies to future releases.
Gray	Already charged	The order is past the charge phase. Tier change applies to future releases only.
Gray	No open release / no template	Either there's no open release, or the new tier has no template configured in the open release. Future releases will use the new tier.

After you confirm, a toast confirms what happened (e.g., "Tier changed and current order updated", "Tier changed; current selection kept", "Tier will apply to next release").

For more on tier-template assignments, see Tiers and Pricing and Templates.

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How to Switch a Member's Club

1. At the bottom of the sidebar, click Switch Club.
2. The Switch Club sidebar opens ("Switch {name} to a different club.") and walks through these steps:
   • Club - Select the new club from the list of available clubs
   • Tier - Select a tier in the new club
   • Fulfillment - Local Pickup (pick up at a business location) or Ship to member (a saved or new address). For a new club without pickup or shipping offered at more than one location, this step is Location instead (see below)
   • Review Impact - what happens to the member's open order and the next cycle (for example "Your paid order will still be delivered as a final order from your current program."), and a confirmation that the member agreed to the switch
   • Initial Purchase - If the new tier requires an initial purchase, select items, or skip it as staff ("Skipped (staff override)")
   • Confirm - Review the switch: pick the Switch mode (Clean break, Credit remaining time, Start new, let old expire or Switch at next period), whether to charge or waive the new club's enrollment fee, whether to email the member, and who it was Switched by
3. Use Back to return to a previous step, or Cancel on the first step to close.
4. Click Confirm Switch on the final step to complete the club switch. When the switch refunds the member, the button reads Yes, refund $X and switch.

Only live (Active) clubs can be chosen: a club that is still in review, was returned at review or is offline can't accept members.

The Club step lists every live club, including clubs hidden from your public page and clubs closed to signups, so you can move a member into a friends-and-family or retention club by hand. A hidden club shows a Hidden label and a club with no tier open to signups shows Closed to signups. On the Tier step, a tier that isn't open to signups shows Closed to signups and can still be picked. Members switching themselves only see the clubs they could join on their own.

Switching into a club without pickup or shipping. When the new club is offered at more than one location, the Location step asks which location the membership belongs to. It starts on the member's current location when the new club is offered there; otherwise it reads "{club} isn't offered at the member's current location, so choose one of its locations." and Next stays disabled until you pick one. The Confirm step shows the Location. If the club is offered at one location, the step is skipped. If a location is still missing, the review step says "The selected club is offered at several locations. Go back and choose the location this membership belongs to." Changing a staged member's club from their contact sidebar asks the same way when their current location isn't one of the new club's.

A switch needs a card the member can be charged on. If they have none, the confirm step shows "No valid payment method found." and the switch can't go ahead; send them a card link or add a card first. Nothing changes on their current membership until the switch can complete.

When the new program bills the member's first period later (see Fulfillment Cycles), the confirm step says when that first charge lands.

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How to Add a Merchant ID

1. In the sidebar header area, below the email, click Add ID (a "+" icon followed by "Add ID").
2. An inline text field appears with the placeholder "Enter ID…" (max 50 characters).
3. Type the merchant ID and click Save or press Enter.
4. To cancel without saving, click Cancel or press Escape.

To edit an existing merchant ID, click the displayed ID. The same inline editor appears.

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How to Update Skips (Release Members)

1. In the Details tab, scroll down to the SKIP STATUS section.
2. Use the − and + buttons to decrease or increase the skip count, or type a number directly into the input field.
3. Click Update Skips to save the change.
4. The "Next release" row updates to show "Skipping" or "Receiving" based on the new count, and the "Skipping" pill in the sidebar header updates accordingly.

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How to Add an Alternate Contact

1. In the Details tab, scroll down to the Alternate Contacts section.
2. Click the + button in the section header.
3. A form appears with fields for Phone, Email, Birthday, and Relationship (options: Partner, Family Member, Friend, Other).
4. Fill in the contact details and click Save.
5. The new contact appears in the list. You can add up to 5 alternate contacts.

To edit an alternate contact, click the pencil icon on their row. To delete one, click the trash icon.

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Managing Member Addresses

In the Details tab, the MEMBER section lets you view and edit the member's saved addresses. The address picker shows each saved address with a usage badge that tells you how many records (orders, subscriptions, release memberships) link to it.

Edit vs delete:

• Editing an address always works - updating fields propagates to every linked order and membership.
• Deleting an address is blocked when any record references it - regardless of whether that record is active, fulfilled, or cancelled. If you try to delete a referenced address, the delete button is disabled and a tooltip explains which records still reference it. Expand the usage list inline to see each linked record (with a link to jump to it). To delete the address: either edit it in place to update the data, or unlink it from every linked order first.

This protection ensures historical orders keep their original shipping address intact for legal and tax compliance. You can still archive unused addresses by removing them from the member's default selection without deleting the underlying record.

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Staff Attribution

Each member record can carry three separate pieces of attribution:

• Added by - the staff member credited with the signup. This drives sales-attribution and commission reports.
• Heard about us - the member's answer to "How did you hear about us?", given at checkout or recorded by staff when adding them. When the answer is a staff recommendation, the staff member they named shows in brackets, for example "Staff recommendation (Jordan Smith)". This is the Recommended by value in reports and exports.
• Each store or staff-placed order also carries a placed by staff attribution, and can carry its own "How did you hear about us?" answer.

Added by and Recommended by are independent: the staff member who enrols a member isn't always the one who recommended joining.

How to Change the "Added by Staff" on a Membership

Editing the added-by-staff value requires the Change Member Attribution permission (Team and Permissions). When you have the permission:

1. Open the member sidebar and click the Edit member pencil icon in the MEMBER section.
2. In the editor, the Added by dropdown lists every active staff member at your business.
3. Pick the correct staff member (or leave blank to clear).
4. Click Save.

A history entry is recorded so audit reports can trace who reassigned the attribution and when.

"Heard About Us" and "Recommended By"

The Heard about us row is read-only. It is set once, when the member joins online or when staff add them through Add Contact, and it can't be changed or cleared afterwards, by staff or by the member. Changing Added by never touches it.

The answer stays with the member when a staged member is activated and when a staged member is moved to a different club. To report on it, use the How did you hear about us report on the Reports page, the Recommended By report column, or the Heard About Us and Recommended By columns in the contacts export. See Members Overview.

"Placed By Staff" on Orders

When you or another staff member places an order on behalf of a member (CRM activation, manual ecommerce order, etc.), the order's placed by staff field captures who did it. The placed-by-staff value is a Staff record, not a User record, so it survives staff role/login changes. Orders created from natural cycles or releases (i.e., not staff-initiated) have a blank placed-by-staff.

This field is visible in the Orders tab on the member sidebar and in store order details, where the order sidebar shows Placed by {name} and, when staff recorded one, Heard about us: {answer}.