Contents
Introduction
The Membership Due email and Membership Due letter inform a member that their membership is coming due. These communications give you the ability to set a schedule to send the email or letter a specific number of days before a membership becomes due so the member can renew their membership before its term ends. Likewise, the Membership Overdue email and Membership Overdue letter inform a member that their membership has expired. These communications give you the ability to set a schedule to send the email or letter a specific amount of time after a membership becomes overdue so the member can renew their membership.
Navigating to System Emails and Letters
To navigate to system email and letters in Neon CRM:
1) Select the Settings cog in the upper right corner and then select Global Settings on the drop-down menu.
Under the Transactions Acknowledgements subheading under the Communications heading:
2) Select either System Emails or System Letters according to your needs. Please see the applicable section(s) below for how to proceed with setting a schedule for Membership Due and Membership Overdue emails and letters.
Set a Schedule - Membership Due Email
To set a new schedule for a Membership Due email:
1) Navigate to system emails per the Navigate to System Emails and Letters section above and select System Emails in Step 2.
2) Select the Membership tab in the top of the System Emails page and then select the Membership Due email in the list.
The Membership Due Schedule page now appears. This page lists all existing schedules. To create a new schedule:
1) Select New Schedule.
On the New Membership Due Schedule pop-up (as seen below), complete the following:
2) Enter a Schedule Name.
3) Enter the number of days before the membership expires on which you wish the email to be sent in the Days Before Expiration field.
4) If desired, change the default From Name and/or From Email Address and/or Email Subject.
5) If desired, enter a CC Email Address and/or a BCC Email Address.
6) Select Create Schedule at the bottom of the pop-up.
Your new schedule will appear on the Membership Due Schedule page.
If you wish to select the email version that is sent on the date you scheduled:
7) Select the name of the schedule.
On the next page, in the Versions section, ensure the version of the email you wish to send is marked as the default version (the blue flag next to an email denotes the default version). (You may also create a new version and designate it as the default version.) To designate the default email version:
8) Select the three dot Action Menu next to the version you wish to designate as the default version.
9) Select Set as Default on the drop-down menu.
The default version has the blue flag after its name.
Set a Schedule - Membership Overdue Email
To set a new schedule for a Membership Overdue email:
1) Navigate to system emails per the Navigate to System Emails and Letters section above and select System Emails in Step 2.
2) Select the Membership tab in the top of the System Emails page and then select the Membership Overdue email in the list.
The Membership Overdue Schedule page now appears. This page lists all existing schedules. To create a new schedule:
1) Select New Schedule.
On the New Membership Overdue Schedule pop-up (as seen below), complete the following:
2) Enter a Schedule Name.
3) Enter the number of days after the membership expires on which you wish the email to be sent in the Days After Expiration field.
4) If desired, change the default From Name and/or From Email Address and/or Email Subject.
5) If desired, enter a CC Email Address and/or a BCC Email Address.
6) Select Create Schedule at the bottom of the pop-up.
Your new schedule will appear on the Membership Overdue Schedule page.
If you wish to select the email version that is sent on the date you scheduled:
7) Select the name of the schedule.
On the next page, in the Versions section, ensure the version of the email you wish to send is marked as the default version (the blue flag next to an email denotes the default version). (You may also create a new version and designate it as the default version.) To designate the default email version:
8) Select the three dot Action Menu next to the version you wish to designate as the default version.
9) Select Set as Default on the drop-down menu.
The default version has the blue flag after its name.
Set a Schedule - Membership Due Letter
To set a new schedule for a Membership Due letter:
1) Navigate to system letters per the Navigate to System Emails and Letters section above and select System Letters in Step 2.
2) Select the Membership tab in the top of the System Letters page and then select the Membership Due letter in the list.
The Membership Due Schedule page now appears. This page lists all existing schedules. To create a new schedule:
1) Select New Schedule.
On the New Membership Due Schedule pop-up (as seen below), complete the following:
2) Enter a Schedule Name.
3) Enter the number of days before the membership expires on which you wish the letter to be sent in the Days Before Expiration field.
4) Select Create Schedule at the bottom of the pop-up.
Your new schedule will appear on the Membership Due Schedule page.
If you wish to select the letter version that is sent on the date you scheduled:
5) Select the name of the schedule.
On the next page, in the Versions section, ensure the version of the letter you wish to send is marked as the default version (the blue flag next to a letter denotes the default version). (You may also create a new version and designate it as the default version.) To designate the default letter version:
6) Select the three dot Action Menu next to the version you wish to designate as the default version.
7) Select Set as Default on the drop-down menu.
The default version has the blue flag after its name.
Set a Schedule - Membership Overdue Letter
To set a new schedule for a Membership Overdue letter:
1) Navigate to system letters per the Navigate to System Emails and Letters section above and select System Letters in Step 2.
2) Select the Membership tab in the top of the System Letters page and then select the Membership Overdue letter in the list.
The Membership Overdue Schedule page now appears. This page lists all existing schedules. To create a new schedule:
1) Select New Schedule.
On the New Membership Overdue Schedule pop-up (as seen below), complete the following:
2) Enter a Schedule Name.
3) Enter the number of days after the membership expires on which you wish the letter to be sent in the Days After Expiration field.
4) Select Create Schedule at the bottom of the pop-up.
Your new schedule will appear on the Membership Overdue Schedule page.
If you wish to select the letter version that is sent on the date you scheduled:
5) Select the name of the schedule.
On the next page, in the Versions section, ensure the version of the letter you wish to send is marked as the default version (the blue flag next to a letter denotes the default version). (You may also create a new version and designate it as the default version.) To designate the default letter version:
6) Select the three dot Action Menu next to the version you wish to designate as the default version.
7) Select Set as Default on the drop-down menu.
The default version has the blue flag after its name.
Membership Due & Overdue Notifications for Group Memberships
For group memberships (including Household Group Memberships and Company Group Memberships), primary members manage the membership, including renewals for all sub-members. Sub-members are not able to renew their membership; this must be done by the primary member.
By default, however, Membership Due and Membership Overdue notices are sent for all memberships (both primary and sub-memberships).
To avoid sending these notices to sub-members, who do not have the ability to renew, create a Do Not Send condition. To do so:
1) Select New Condition, give your condition a name, and check the box for "Do not send email for this special condition."
Set up your condition with the criteria Membership Term In Range Of [check all sub membership terms].
Alternatively, create a system email version for this condition informing sub members that it's time for their primary member should renew their membership - but be sure not to include a link to the renewal form on this email, as the sub-members cannot use it.
Additional Information about the Schedule Logic
When the Neon CRM Scheduler runs, it looks for membership transactions with expiration dates that match the Days to Remind setting for each of your Due and Overdue schedules.
However, what if the account associated with that transaction has another membership whose expiration date is later, or a Lifetime membership? Will the email still send or the letter still be added to the mail merge queue?
Membership Due notifications
When the Nightly Scheduler finds a membership transaction that matches the Days to Remind setting of a Membership Due notification, it will first check to see if there are any future enrollments on that account before triggering that notification. A future enrollment is any membership transaction with an expiration date greater than the one found by the Nightly Scheduler, or no expiration date (a Lifetime membership).
If the account has no future enrollments - so the expiring membership is the most recent membership on the account - then the Membership Due notification will be triggered.
If the account has future enrollments, the Scheduler will check for a renewal tracking ID on that future enrollment, which will indicate which membership it came from.
If the future enrollment is a direct renewal of the expiring membership, the renewal tracking IDs on both memberships will be the same, and the Membership Due notification will not be triggered.
Direct renewals of membership can be processed in any of the following ways:
- The constituent logs in to their existing account and clicks the Renew Now link in their membership status message or on the Membership home page in the Constituent Login Portal.
- While logged in, the constituent clicks any link to your organization's Membership Renewal form.
- A system user clicks the Renew Membership button from the Membership History section of the account detail page.
If the future enrollment has a renewal tracking ID that is not the same as that of the expiring membership, the Membership Due notification will be triggered.
If the future enrollment does not have a renewal tracking ID - for example, if it was imported - then the Membership Due notification will not be triggered, even if the future enrollment is for a different membership level than the current/expiring one.
Membership Overdue notifications
No Membership Overdue notifications will trigger if the account has another membership transaction whose expiration date is greater than the trigger date (or a Lifetime membership).
Membership Overdue Letters Only - Additional Restrictions
In addition, Membership Overdue Letters will not be added to the Mail Merge Queue if the membership is set to auto-renew.