Introduction
Listed below is the current process for mass freezes due to lockdowns for Australian and New Zealand clients.
This guide will cover the following processes:
- What to do when a lockdown is announced for members with contracts.
- What to do when a lockdown is extended for members with contracts.
- What to do with course members.
- Processes for billing your members.
- What to do with members with visit passes.
Before you start
- Due to the unpredictability of lockdowns, these requests will take some time to do. PerfectGym support will start to action these requests after day 2 of lockdown.
This process is only designed to freeze all members during a lockdown.
- For these freezes, we turn off all automation centre rules in regards to freezes. If you wish to send out notifications to the club members, it is recommended to used the newsletter function within PGM->Marketing->Newsletters.
- If a member is already on freeze for part of the lockdown period, the freeze process will only create a new freeze for the days not on freeze and will not modify an existing freeze.
- A freeze will cover the whole day only, no partial days allowed. (eg. 12:00am - 11:59pm)
- Please read through the following article here as this will explain what freeze types we use.
Contracts to be frozen – Lockdown announced
Go to the Get Support module in PGM by clicking on the employee icon on the top right hand of toolbar and click Get Support.
Press Create a case.
Select Perfect Gym Manager – core.
For severity, select: 3 – High
In issue description, please ensure you have the following details.
- What date do you want the freeze to start?
- What date is the last day of the freeze?
- What date is the first day back in the facilities?
- When is your next billing date?
After submitting a case, PerfectGym support team will complete the work during the lockdown period and contact you by Get Support.
Please note, for courses please follow the guides below.
Frozen contracts to be extended due to extension in lockdown
This can now be done on the system, please follow the relevant guide here.
What to do with courses – Lockdown announced
Depending on the set up of your course, will determine what you need to do.
Cost per class
In the cost per class model, you have the option of cancelling all classes.
It is recommended to do this at the end of lockdown, or at the end of each week during lockdown for that week only.
In PGM->Classes->Timetable select the orange ●●● and press Batch class cancellation.
Select the timeframe, parent zone, and select the classes you wish to cancel.
Select Custom refund, Money or product and leave ticked ignore the refund limit. Press Submit to cancel the classes.
For a cost per class model, the classes cancelled with have the associated transactions removed from the club members contracts.
Any new enrolments into these courses will not be charged for these lessons as the classes are cancelled.
Cost per interval.
If the cost of the course is on the payment plan, please send a support case as if this is a normal contract. Using the class cancellation feature above for the cost per class model will cancel the classes, however, will not do anything to the pricing per interval. Please submit a case though Get support with the following information:
- What date do you want the freeze to start?
- What date is the last day of the freeze?
- What date is the first day back in the facilities?
- When is your next billing date?
Freeze type: Forced Closure – Course
Courses run differently to memberships as the contract is handled by the course module. This method is only used for cost per interval lessons.
This freeze type for courses will do the following tasks within a freeze.
- Cancel any classes the member is booked into during the freeze period.
- Freeze the contract.
- Create pro-rata charges where the cost is per interval.
- If the contract has an end date, this will not extend the end date.
Course members cannot have their freezes extended, a new freeze will be applied instead.
Process for billing members
Manual billing
If your club manually generates billing and sends this out, you can either continue doing this (and only getting charges from outstanding debt) or not doing the process until after lockdown has finished. Do this after all freezes are complete.
Auto billing
Note: Please ensure if you are debiting automatically, that this section is actioned. Failure to do so, will result in your members being debited, if the freeze has not yet been actioned
For clubs doing automatic billing and you want to remove selected future dates, please do the following:
Go to PGM->Finances->Auto Bookings Generation (PGM)
For the next billing date with Processing status – New press ●●●
To delete the whole run, press Delete. If you have multiple clubs and only a selection of the clubs is affected, please press Edit.
Remove the club/s from this run, and press save. This will only affect this run.
Repeat this process if multiple debit dates are affected by the lockdown.
Alternate method.
If you are unsure when the lockdown will finish, you can opt to finish the run instead by pressing ●●● then Finish. Once lockdown is over you will need to set up the generation task.
Visit passes with expiry dates
At the end of lockdown, please submit a new case using the Get support module.
Perfect Gym Manager – Core -> Members Management -> POS Transactions
- What date is the first date of lockdown?
- What date is the last day of the lockdown?
- What date is the first day back in the facilities?
What we will do is run a program which will extend all expiry dates of all products by the number of days the club member could not access the facilities. The end dates we will extend only include those where the end date is after the first date of lockdown.
We will only do this at the end of the lockdown.