Managing Packages and Agreements [DRAFT]

Life happens. Your client may need to take time off for an injury or adjust their billing schedule. Maybe the salesperson listed on an agreement is no longer with the club and you want to assign the commission to a different employee. Fortunately, Club OS has the flexibility to make changes to billing schedules or profiles, set up freezes or cancellations, and more.

First we’ll review how to look up billing and scheduling details for active agreements. Then we’ll go over how to comp sessions, freeze or cancel an agreement, change billing dates, update the salesperson listed on the agreement, or write off an invoice. Read on, or click the links below to jump to a specific section.

Locate and Review Agreements

All of a member’s draft, active, cancelled, and completed agreements are listed in their account. From here, you can get details on activity and make changes to settings as needed.
Inside the member’s account, go to Club Info, then club Services.
Here, you’ll find a list of all agreements for this client, including active, cancelled, frozen, and completed agreements.
To quickly see how many total sessions are associated with a particular agreement, how many have been funded, and when they were scheduled or expired, click the gray plus sign icon next to the agreement’s name.
This will open up a list of Units and Invoices associated with the agreement. You can review all the relevant details here, including the timing of sessions, and their funding or expiration status.
You can also download invoices and view the dates of upcoming scheduled payments. And you can manually pay or write off invoices.
Service and Total Units: What was purchased in the agreement.
Remaining Units: The total number of sessions the client has left to use (any sessions that have not expired or already been rendered). You’ll also see if there are any currently funded sessions. This can be helpful for trainers who need to know availability for scheduling.
Completed and Scheduled Events: Provides more information about sessions connected to this agreement. If you see a number here, you can click it for a list of session dates and trainers. This is a good way to double check the funding or completion status of events.
You can also determine how many funded events your client currently has available to schedule. Just subtract the number of scheduled events from the number of funded remaining units. [will be indicated on screen - arrow or circles, etc]
If you want to restore Expired units to your client, you can do that here. [indicate]
You can generate a PDF of the agreement by clicking the download button.
For additional actions like setting up a freeze or cancellation, click on the name of the agreement or the edit button [mouse over both] to enter the Member Service Agreement page. From there, you can see the details of the agreement and make changes as needed. Read on, or click the links below to jump to a specific section.

Comp Sessions

In special circumstances, you might want to award free sessions to a member or comp the cost of an invoice. When you comp an invoice, you release sessions to the client at no charge to them. This is different from writing off an invoice, which marks the funds as uncollected for accounting purposes, but will not provide any free services to the client.

Enter the member service agreement for a list of invoices.
Select the invoice and choose ‘pay now’. Check ‘entire invoice’. You can still pay sales commission on comped sessions, or can choose to waive it.This is up to you.
To confirm, click ‘comp.’
All the sessions on this invoice are now considered funded. They will be released to the Member at no charge to them.

You can also use this action to comp partial invoice amounts in the case of special offers or coupons. To do this, you would have your client make a partial payment on the invoice, and then comp the remainder.

First, select the next scheduled payment and choose “pay now” to collect the partial payment.
Next to “Today’s payment” enter the amount you will collect, then click the pay now button.
The partial amount now appears as a credit applied. Now, you can comp the remainder of the invoice.
The sessions will now be available to the client and will show up as Funded when you schedule events.

Freeze an Agreement

The purpose of a freeze is to allow members to temporarily put billing on hold for a set period of time. The member will not be charged, and new sessions will not become available for them to use. *If you have previously made changes to the billing schedule on an agreement, you will not be able to freeze that agreement.*

Locate the agreement and click ‘edit’.
Under Agreement Actions, choose ‘freeze agreement’.
Choose the start and end date for the freeze. A freeze is only valid if it contains at least one billing date, since there’s no point in creating a freeze if there is nothing to put on hold. The triangles [circle/mouse over calendar] indicate billing dates for this agreement.
[selecting dates] The freeze can begin as early as tomorrow, or any future date.
Next, choose the end date.
Your freeze is now set. You can edit or delete your freeze up to the day before it starts if you need to.
To verify that the freeze has been created, check the Agreement’s status. You’ll see the freeze dates under the Agreement name. [circle/mouse over]

During the freeze, the entire agreement will be on hold for this client. They will not be billed, and new sessions will not be released for them to use. If you previously scheduled sessions that fall during the freeze and haven’t been funded yet, you should manually remove them from the calendar since they won’t be funded while the freeze is in effect.

If your client wants to end the freeze early, remember that no further sessions will be released to them until an invoice is paid. You’ll need to move the end date so that it falls prior to at least one scheduled invoice. You can make these changes retroactively if you need to. Let’s say your client’s scheduled payments fall on the 15th of each month. That means that if they decide to return to training on the 20th, you would need to edit the freeze so it ends at least one day before the invoice, on the 14th or earlier. That would fund sessions and make them immediately available to your client.

Freezes on Renewing Agreements: Sessions and billing will be on hold for the duration of the freeze, but the original scheduled renewal dates will not be affected.

Freezes on Non-Renewing Agreements: The agreement will be extended by the length of the freeze. Invoices that were scheduled during the freeze will be moved to the end of the agreement.

Change Billing Schedule

When would you need to change to the billing schedule on an agreement? For example, maybe your client has a personal issue and needs to delay their next payment. Or, their payroll schedule has changed and they’d like to align their billing dates with their new paychecks.

You can make a one-time or permanent change to the agreement billing schedule.

First, locate the agreement. You can click the “edit” button under Billing here [highlight/indicate on top left], or by navigating to Scheduled Payments [scroll] and clicking “edit” on the next scheduled invoice.
Change the Next Billing Date: First, let’s look at how to change just the next billing date.
1. Select ‘change Next Payment Date Only’ and open the calendar. [click calendar icon]
2. The new date can be any time from now until the end of the agreement, as long as it doesn’t conflict with an existing billing date. These are grayed out, and can’t be selected [indicate].
3. The client is scheduled to pay on [DATE] but she wants to pay on [DATE], so I’ll select that and click save. [done!]
4. The new billing date now appears on the chronological list of invoices. [scroll down and indicate]
Change All Future Billing Dates: Now, let’s look at how to modify all future billing dates. This agreement is on a monthly billing cycle. [indicate info under “billing” on top left]
Again, you can click the “edit” button under Billing here [highlight/indicate], or by navigating to Scheduled Payments [scroll] and clicking “edit” on the next scheduled invoice.
I can choose from any day of the month, since this agreement is on a monthly billing cycle. If this agreement was billed weekly or bimonthly, I would have different options presented to me.
Let’s change all future billing dates to the 20th of each month. [select from dropdown, options will be presented]
The list of upcoming invoices will now reflect the new dates. [indicate on invoices list]

Special Circumstances: There are a few situations where you will not be able to change billing dates. These include agreements that have had freezes applied, and agreements that don’t currently have a future billing date.
- Agreement is Frozen: You cannot modify the billing schedule during a freeze.
- Agreement Paid in Full: If your client has already made the last payment on their current agreement, there are no future billing dates to reschedule. If that agreement is set to renew, the renewal needs to kick in before you can make changes to the billing schedule.
- Billing Issues: You’ll also be prevented from changing the dates if there is an outstanding chargeback on any of the payments associated with the agreement.
If any of these special circumstances apply, an error message will appear explaining the issue.

Change Salesperson

[TRANSITION SCREEN - CHANGE SALESPERSON] -- https://help.club-os.com/hc/en-us/articles/360006878372-Changing-Training-Agreement-Salesperson
You might need to update the salesperson on an agreement for commission purposes. You would do this if the wrong person was assigned by mistake, or if your club pays sales commission on money collected and the original salesperson is no longer working at your location.

Locate the agreement and the current salesperson. Below their name, click the option “manage salespeople”.
Add the new salesperson and choose an effective date. The effective date can be set to any time during the course of the agreement, including the start date. If two salespeople have the same effective date, Club OS will award commission to whoever was most recently added or updated.
You cannot change the trainer named on an Agreement, but this does not determine who receives the member service commission, so don’t worry if that person is not the current trainer. The member service commission is based on calendar events, and always awarded to the person who led the session or class.

Write Off an Invoice

[TRANSITION SCREEN - WRITE OFF AN INVOICE] -- https://help.club-os.com/hc/en-us/articles/115003855372-How-To-Write-Off-An-Invoice
Unpaid invoices affect your club’s reporting and accounting. If you no longer expect to collect on a particular invoice, you should mark it as a write-off. Write-offs change the way this invoice appears on certain reports -- for example, the balance will be removed from the Accrual Revenue report and this invoice will now appear on the Unpaid Invoices report.

Unpaid invoices are never automatically written off, even on cancelled or expired agreements, so you need to do this manually as necessary.

Inside the client’s profile, click the agreement name, then find the invoice you want to write off.
Select the “Write off invoice amount” checkbox and click the “write off” button that appears.
The invoice should now display as “written off” [mouse over].
You will need to repeat this process for every invoice you want to write off.

Remember, writing off an invoice is done for accounting purposes. It does not ‘credit’ the member or award them any additional sessions, and won’t trigger any email notifications to them.
If you want to release sessions to your client at no charge, you should comp the invoice instead.

Edit Payment Profile

If clients want to update their billing information, you can change or add payment profiles.
To add a new payment profile, [****REPEAT STEPS FROM PAYMENT PROFILE SETUP IN ‘6 - SELLING PT PACKAGES TRAINING’]
[show drop down with 2 options] You can now choose from the available profiles to cover invoices or cancellation fees.

Cancel an Agreement

[TRANSITION SCREEN - CANCEL AN AGREEMENT] -- https://help.club-os.com/hc/en-us/articles/115003829623-How-Do-I-Create-or-Edit-an-Agreement-s-Cancellation-Date-
You always have the option to cancel an agreement if there is no other way to solve an issue. We’ll show you how to accurately record cancellations and how to reduce or waive cancellation fees if needed.

First, locate the agreement in question. Under Agreement Actions, choose Create Agreement Cancellation.
Select a date for the cancellation.
If you added a cancellation fee during Package Setup, you’ll be prompted to make a decision about it here.
You can modify or waive the fee at this stage at your discretion.
If the client is paying a fee, they have two options. They can pay immediately, or wait until the official cancellation date.
If they opt to pay immediately, they can choose a new payment method for the fee if they want. If they choose to wait until the cancellation date, we will bill the method currently on file for the agreement.
You need to follow this process any time a client wants to cancel during the course of an agreement, or if they decide they don’t want to an auto-renewing agreement to continue at the end of its term.

Use the link below to download these instructions for reference.

Visit the Training Management section of our Help Center for more resources.