Issues with renewal email reminder

[parks]

Hello,

We have encountered some unexpected issues with our reminder email for memberships that are due to expire soon. We have the reminder email configured to be sent out 10 days before a membership expires (we are a genealogical society that has annual memberships).

The reminder emails went out, however they were sent to folks who renewed early and who shouldn’t have received the email, and to members who’s membership status is set to inactive. We do not want to send reminders to any membership record that is inactive.

My assumption was that a reminder email would be sent to any member who’s membership will expire in 10 days, and who’s status is ‘active’. Is this incorrect? Exactly what rules are applied when a reminder email is sent out?

Also, we have the reminder email configured to be sent out on the day a membership expires, and another 10 days after a membership expires. What rules are used to send out these emails as well? Again, we don’t want these emails sent to all members who’s records are set to inactive, just those that have just expired. We have many membership records that are set to inactive due to members cancelling their membership.

Thank you,
Terri

[wzp]

My assumption was that a reminder email

Email reminder notices behave according to this configuration:

Setting Up “Before” and “After” Member Account Expiry Notification Email

[parks]

Thanks for the reply. The information you sent me explains how to configure the reminder emails. I have done all of that months ago. The question I have, is what rule does the software use to trigger such emails? The reason I’m asking is that we terminated the membership for one of our members a couple of months back due to inappropriate behavior during a Zoom meeting. I changed his membership status to ‘inactive’. Unfortunately, he was sent a renewal reminder email. I did not expect the reminder email to be sent to any membership record that has a status of anything EXCEPT ‘active’.

My assumption has been that the software uses the following rule (criteria) for triggering these emails: any member who’s record status = ‘active’ AND who’s membership will expire in 10 days from the current day.

Is this not correct? Why would an inactive membership record be sent a renewal reminder email?

Thanks,
Terri

[wzp]

The question I have, is what rule does the software use to trigger such emails?

Please look at the second screenshot in the referenced documentation. Also, when the email jobs kick off, there should be corresponding enties in the debug logs.

[parks]

I looked at the screenshot and it seems the email is only triggered if the membership is set to expire in 10 days. It doesn’t appear that the account status field is taken into consideration. This is probably OK for our members who’s membership expired in previous years, but it does create an issue when a member is manually removed from our active membership list due to not abiding by our by-laws (i.e., we change their status to inactive). In this situation, a “terminated” membership record could be sent a renewal reminder when we do not want the member to renew. I’m sure the odds of this scenario happening are very small, but it does make for an awkward situation when it does occur. I’m guessing this situation could be avoided if, when we make their record inactive, we also change the subscription date value to force the membership to expire on that day.

Thank you,
Terri

[wzp]

When a member’s account expires, it is possible to auto-downgrade the member to a restricted level; which only allows them to renew their membership; or not… this would allow expired members to still login and renew (or not) their memberships.

• This reply was modified 2 years, 10 months ago by wzp.

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