Table of Contents
- Membership
- Make a different card on file the default for a wine club member. Delete the old one.
- How do I Cancel someone's wine club membership?
- What do "on Hold" and "Retail privileges" mean?
- When is a customer account supposed to be upgraded to the next tier of my Tiered Case Club?
- Why is my Wine Club customer account displaying as a consumer in the customers module?
- If a customer is a member of multiple clubs how are discounts applied?
- Why are my customers able to request cancellation from my wine club?
- Club Release
- Reports
- Webstore
Membership
Make a different card on file the default for a wine club member. Delete the old one.
In the Wine Club Module:
1. Search the customer
2. Go to the Payment Method Tab
3. Click "Add New Card" and add the New Card Information
4. Select the Billing Address and Wine Club account you want this to be the main card on file.
5. Save Changes
6. If necessary, the other card can now be deleted (will not receive the notice that says "cannot delete this card because it is in use in wine club")
How do I Cancel someone's wine club membership?
Wine Club Module
- Select the Wine Club the customer is in.
- Select Member List.
- Locate the member.
- Click Cancel for the customer (on the far right).
Wine Club Module > Customers Tab
- Search for the Customer and open their Customer Details
- Select the Memberships Tab
- Click on Cancel on the Membership and Enter your reason (You are not required to enter a reason).
- Click Cancel Membership afterward.
Point of Sale
- Go to the Accounts Tab
- Search for the customer
- Click on Wine Club and select the Wine Club.
- It will bring you to their membership information on the bottom right select Cancel Membership.
What do "on Hold" and "Retail privileges" mean?
On-hold allows you to put a pause or hold on someone's membership without canceling it. This means they will not be included in wine club releases and will not receive their discounts. When the ‘Retain Privileges’ box is checked, customers continue to receive their wine club discount even though their wine club membership is on hold. The hold date indicates the date in which they'll be taken off hold.
When is a customer account supposed to be upgraded to the next tier of my Tiered Case Club?
All updates to a customer's tier within a Tiered Case Club occur overnight. If a customer orders the required amount of bottles to move to the next tier, they will see the change the following day.
Why is my Wine Club customer account displaying as a consumer in the customers module?
To prevent this from happening, refresh the page before saving changes in the customer's module, or add the customer to a wine club in the wine club module, then afterward access the customer's module to confirm if the change was successful instead of accessing both at the same time.
If a customer is a member of multiple clubs how are discounts applied?
If a customer is in multiple clubs, OrderPort will assign them a primary club, which is the club with the overall highest discount. The discounts from the primary club will be automatically applied to the items in the customer's cart - not all discounts from all wine clubs. However, if you would prefer that we use the class with the best discount per product please contact helpdesk@orderport.net to get this switched for you.
Why are my customers able to request cancellation from my wine club?
This is in reference to California law. In short, the law requires merchants to allow their customers to cancel or request cancellation of any recurring subscription on the merchant's website. This, of course, applies to wine club memberships which are subscriptions.
To comply with this law, we introduced a new function that allows club members to log into their account and request cancellation. This will send an email to someone from the winery who can review the request and cancel the membership if necessary. If you have a customer from California, we recommend that you check out this notification and make any desired customizations to the verbiage.
It won't cancel their membership once they put in the request, the winery would manually cancel the customer's membership. This was introduced on 2/20/21.
Club Release
What does the Complete Release Button do?
The Complete Release button should be used when a winery is done running a specific wine club. This action lets the system know that the winery is done running the club and makes every customer available to be added to the next release. The status of the orders is not changed. Clicking this button just indicates to the system that you are finished creating builds and no longer wish to add anyone to this particular release. You can still edit or reauthorize any orders through the customer service module if you wish.
When a winery is ready to run the club again, they create a new release that allows all members to be available to be part of a build.
I am running a Pick up only a build, but its still making me select shipping options.
When running a wine club build, you can choose to run a build that is just Pick Up option customers. On step one, you can have the system show you every available club member or separate it by Ship customers and Pick Up Customers. There will be a drop-down menu that will let you choose the option you would like to go with.
If you choose to run a build that is only Pick Up customers, you will still need to finish Step 3, which is where the shipping method and warehouse location are chosen. Select a shipping method to continue- the system will know that the customers are all pick up customers and will not apply the shipping method or charge to the order. When the system is done processing Step 3, it will mark them as pick up customers.
How to Re-authorize a Wine Club order after the Customer updated their card on file.
Customers Module
- Go to the Customers Module and search for the customer
- Click on the Details button and then the Order History tab.
- Click on the declined order's number (which will open the Order details) and then on the top right click on the Select Drop down then press Reauth/Edit.
- It will then open Admin Cart so you would Checkout > Scroll down to the Payment Information and select the Card on File > Complete.
Customer Service Module
- Go to the Customer Service Module in either the menu bar or under Administration.
- Search for the order and click on the select drop down menu on the right of the order to reauth/Edit the order which would open Admin Cart.
- There is also a batch reauthorization if you want to reauthorize orders as a bulk which is Below the order Status Legend in Customer Service called Wine Club Re-Auth (You can only do One Club Release at a time).
Wine Club Module
- Search for the Customer and open up their Order History. Select the order by click on the Order and it would bring you to Customer Service.
- Then proceed to reauthorize the order on the Select Drop down menu.
Where do I find the Problem and Failed carts?
Click on your Wine Club à Release In Progress à Problem and Failed customers have a blue number to the right of them which you can click on to see why they are in this section.
Problem Order Messaging
“Marked as Problem during Build” is manually by the winery done on step 3, and or step 5 of the Wine Club build. This could have been done to take the customer out of the build or the customer had a shipping issue. It’s up to the winery to keep track of why they took the customer out of the build.
Solution: If you want to put the customer in a new build for the Release, click “Mark As Fixed” à They will be moved into the “Not Yet Processed” section à making them available to be added to a build on step one.
“Failed to get order shipping options while recreating order. Incomplete address information” and “Incomplete address information”
Solution: Select Fix Problems. This will take you to the customers section of the wine club where you can look for missing address information. If nothing is missing check the address here. https://tools.usps.com/zip-code-lookup.htm?byaddress. Then make the customer as fixed.
“Member is a pickup member and does not have a valid pickup location selected.”
Solution: Select Fix Problems. This will take you to the customers section of the wine club where you can look at the membership tab. Click edit on the membership and make sure they have a valid pick-up location selected. Then verify in the inventory module that that location is set up for pick up.
“QTYMTZ: UPS: FEDEX: GSO:”
Solution: This means that the weight of the product or the custom zone shipping rates are set up incorrectly.
“Shipping restricted. Missing required fields: Phone”
Solution: Shipping carried requires both a billing and shipping phone number in case the delivery driver needs to contact the customer.
“UPS: The postal code 11111 is invalid for WA United States. FEDEX: Destination postal code missing or invalid. GSO: Failure - Destination Zip Code is invalid or not in GLS Service Area.”
Solution: The customer's address, or Zip Code is wrong. The Shipping carriers are unable to pull rates. https://tools.usps.com/zip-code-lookup.htm?byaddress.
“Wine shipping is restricted due to state laws.”
Solution: The Customer does not have their alcohol licensing set up in orderport for the selected state. Navigate to the Sales tax and Licensing module -> State license. Search for the desired state and make sure the license is up to date.
Failed Errors:
“Payment method not allowed: Gift Card.”
“Payment not allowed using this Card on File.”
“Payment method not allowed: Pay at Pickup.”
Solution: Go to Admin à Payment Processing à Accepted Payment Methods à Accepted payment methods for Wine Club releases à Add the payment method to the Wine Club. Change the payment method in the customer’s membership.
“Failed to authorize payment. Declined. Reason: Decline: RETRY LATER: 051DECLINE RETRY LATER”
Solution: The [51] Decline code error means that there are insufficient funds on your credit card to process the payment. To fix this issue, submit your payment using a different credit card or have the customer call their credit card issuer.
“Couldn't find order. CartID: 2023041802447”
“Member does not have a cart on the shipment.”
Solution: This means the cart was corrupted, add the customer back into a new build and run their order again.
“Customer does not have any cards on file to default to.”
“Card on File was previously deleted.”
Reports
Where can I find the Total Revenue for an individual a specific wine club?
You can find this information in the Reports module. There is a tab called Wine Club where reports can be generated showing information on wine club membership and sales.
There is a report called Wine Club Sales that can be generated to show overall wine club revenue, or it can be broken down by the specific club.
Where can I find information on wine club members with expired credit cards?
There are a couple of ways that the winery and the customer can be notified of declined credit cards. In the wine club module, there is a reports section with a report called Wine Club Credit Card Expirations. This report can be built for a year or for a specific date range and shows all wine club members with cards that expire in that date range. Also, when processing a wine club build, an email notification is automatically sent out to customers whose credit cards were declined when processing and sends them a link to update their card on the webstore. Lastly, there is a report in the reports module, in the My Reports tab > Wine club Reports tab called Declined Wine Club Orders Call List. This report should be built for the day or date range that you processed your wine club builds and will show you all the orders that were declined due to expired credit cards as well as the contact information for that customer.
Webstore
How can I set up my Webstore Wine Club Signup process to charge customers for Joining?
Since there is no step in the wine club sign up process to charge the customer, here are a couple of workaround options:
You can create a product called "wine club sign up fee" in the catalog manager and then add that to the webstore with the description for it along the lines of "buy this to join the wine club". Or you could set up to be BCCed on the WineClubJoin email that goes out to customers when they join the wine club in the Marketing Module under notifications, and so whenever you are emailed about a customer joining the wine club you can process an order for that wine club fee product on the backend in the admin cart for them. For either of these options I would recommend adding some info to the wine club description they see when choosing to sign up for it that says they must either purchase the wine club fee product, or they will be automatically charged for that product after signing up.
Another option is to create a Subscription Wine Club since wine club with the club type as Subscription can be set up to charge a member upon sign up. For more information on Subscription clubs, check out the attached PowerPoint.