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Auto-Renewal Member Portal

VIDEO TRANSCRIPT | Recorded: 2024-08-16 | Verify against current system state

Abstract

Brief demonstration of the auto renewal member experience in the portal. Shows where members see their auto renewal status (summary section with checkbox), how they can access the payment update link to change credit card info, and the account information section displaying annual deduction details. Notes current limitation requiring phone call to cancel auto renewal, with future plans to enable online self-service cancellation.

Key Procedures

  • View auto renewal status in summary section (checkbox indicator)
  • Click link to update payment information (last 4 digits displayed)
  • Review account information section for billing details
  • Call membership or help desk to cancel (online cancellation not yet available)
  • Auto renewal members cannot proceed through renewal flow online

Notable Statements

  • 0:00:16 "They will see this checkbox saying that auto renew was on and then there is a link to where they're getting billed to the credit card number."
  • 0:01:15 "That's important because if the membership rate goes up, they will be charged at that new membership rate."
  • 0:01:42 "We talked about in Salesforce being allowing them to manage their auto renewal without having membership intervention or a call."
  • 0:02:21 "Now we talked about allowing people to go through this process as auto renew and updating their configuration appropriately. But that's not how it works."

Systems & Configurations

Systems Mentioned

  • Member Portal (my.aanp.org)
  • Salesforce (backend)

Specific Configurations

Item Value/Setting Timestamp Notes
Billing Frequency Annual 0:01:15 All auto renewals annual
Payment Display Last 4 digits 0:00:24 Credit card masked
Cancellation Method Phone only 0:00:45 Online planned for future

Credentials/Access Mentioned

  • Member portal login required

Errors & Troubleshooting

  • Issue: Auto renewal members blocked from renewal flow
  • Cause: System prevents duplicate processing
  • Resolution: Contact membership to make changes
  • Timestamp: 0:02:21

Transcript Gaps & Quality Notes

  • Very short recording (under 3 minutes)
  • Quick reference/demo for documentation purposes
  • Example shown using Fellow membership type
  • Future enhancement: online auto renewal management without phone call