Overview
Edit the details of a customer’s membership to update a customer’s billing information, revise recurring services, or make other changes.
Who uses this feature
Administrators and office employees
Primarily for Residential Service and Replacement business types
Applies to all trades
Things to know
Editing a customer’s membership only affects their membership, not the membership type or any other customer’s membership.
On a customer’s membership record, click View Audit Trail to view all edits to a membership and a membership’s recurring services. This makes it easier to identify who made edits and to resolve customer issues.
Edit customer memberships
Search for the customer and click the record you want to open.
Under Membership, click the membership you want to edit. Memberships are listed from newest to oldest
Click Edit
icon.
4. Edit your membership settings:
Type | The membership type. |
|---|---|
Business Unit | The business unit the membership is assigned to |
Tags | Click the field to add previously created tags to the membership. To learn more, see Manage tags. |
Customer PO# | The PO the membership was sold on |
From | Date the membership became active |
To | Date the membership expires |
Status | Status of the membership: Active, Suspended, Expired, Canceled, or Deleted
|
Cancellation Date | The customer’s membership is canceled on this date. Use this field if the customer intends to cancel their membership in the future. |
First billing date | If the membership has recurring billing, this field is set to the sold date on the invoice |
Next billing date | If the membership has recurring billing, the next date the customer is billed |
Preferred payment method | Payment method for membership billing. This payment method is automatically charged when you process membership billing. |
Coverage Period | How the coverage period is displayed on the billing invoices. |
Sold by | If your payroll is set up to pay out commission on this membership, the technician or employee who earns commission for the membership sale |
|---|---|
Activated by | Name of the employee who sold or converted the estimate. No commission is paid. This field cannot be edited. |
Apply member pricing to | If the membership discount should be applied to all service locations, select all locations. If you want the membership discount to apply to one service location only, select the service location. |
Billing Template | Click Edit to change items on the membership billing template if the customer has specialized billing needs. Changing the billing template only affects the customer’s membership and not the membership type. |
Memo | You can enter an internal memo on the membership. The memo does not appear on the customer invoice. |
|---|---|
Initial Deferred Revenue | Used for imported memberships, to set their starting deferred balance. |
Renew Membership with | This is the renewal membership task in your pricebook. This task is automatically added to the renewal estimate, but it can be changed on the estimate. |
Billing Preference | Whether the customer receives a printed or emailed invoice |
Add recurring services to | This sets where recurring services occur for this membership.
|
Recurring Services | The recurring services included with the membership. The customer is not charged for these services. To update:
|
Click Save.
FAQ
What happens when membership gets suspended? How does a suspended status affect billing and recurring services?
Suspended memberships are essentially paused from billing and shouldn't appear in the Charge Members module or be charged in automatic billing runs. Recurring events are bookable for suspended memberships from the customer's membership profile and in the Follow Up tab. If the membership needs to resume, you can manually edit the customer membership page, and change the Status dropdown back to Active.
Why doesn’t the member price appear on the invoice?
Your membership might be inactive. A customer membership should be active for the membership price to appear on an invoice.
Can I change a business unit in a membership invoice that is pending, posted, or exported?
Currently, there is no option to update the business unit in a membership invoice in ServiceTitan. However, you can contact the ServiceTitan Support team and provide your ServiceTitan account PIN number for further assistance on this.
Can I edit the Sold On date of a customer’s membership?
No, you can't. The Sold On date shows the date the sale or renewal task is added to an invoice. The From date of membership shows the start date of the membership.
Note: The From date can be edited.
What is the First Billing date field for?
The date in the First Billing date field should match the sale date of the membership for new membership sales. This field shows the date when the customer is first billed for this membership and it appears in the sale invoice. This date helps the system identify the initial Next Billing Date by setting it equal to one billing frequency after the First Billing Date.
How can I edit the Activated by field?
The Activated by field shows the user who added the membership to the customer's account. Note: This is different from the Sold By field which shows the user who actually receives sale credit for the membership.
The Activated by field is generated automatically and can't be edited. This field generates the data of the user who added the membership by sale or renewal task. If the generated data in the Activated by field is incorrect, you should change the existing one, then the correct user can sell new membership of the same type.
Note: You should zero out the sale task and back-date it if necessary.
What do the different statuses of membership mean?
Active:
This membership is currently active
The member receives the benefits of this membership
The member can be billed accordingly
The membership is visible in ServiceTitan
Suspended:
This membership is temporarily inactive
The member neither receives the benefits of this membership nor appears in membership billing runs
Related Recurring Services are active
The membership is still visible in ServiceTitan
Expired:
This membership is inactive
The duration of the membership is ended, so customers should no longer receive the benefits of the membership or be billed for the membership
Related Recurring Services are deactivated
The membership is still visible in ServiceTitan
Canceled:
This status is used to mark a membership as inactive before it expires
The membership is still visible in ServiceTitan, but the customer doesn't receive the benefits of the membership
Related Recurring Services are deactivated
Deleted:
This membership is inactive and no longer visible in ServiceTitan
What is the function of the Type field?
This field allows users to change the membership type of a customer. This edits the billing information applied to the customer's membership. The customer's membership billing template will be updated to match the billing setup of the new membership type. Also, the membership's duration and billing will be updated to match with one of the new membership type's options.
Note: When you edit the membership type, it will not edit the recurring services that are linked to the customer's membership.