How can I prevent customers from receiving membership renewal reminders after they have already renewed their membership?

Problem

Customers continue to get membership renewal reminders after they have already renewed their memberships. This can happen because of how your audience or campaign is set up. The system sends reminders based on your audience criteria, so build your audience carefully.

Solution

To stop customers from getting renewal reminders, you need to set up your campaign audience to exclude customers who have already renewed. The steps depend on which version of Marketing Pro you are using.

Exclude customers who renewed (Marketing Pro v1)

1. Go to the navigation bar and click Marketing .

2. In the side menu, go to Campaigns > Pro Campaigns.

3. Find your membership renewal campaign and click More  > Clone.

   Note: For email campaigns, you can edit the audience directly without cloning. For more, see Pause, edit, and resume live email campaigns.

4. Stop and archive the original campaign.

5. In the cloned campaign, go to the Audience section.

6. In the Exclude section, add a filter to exclude customers whose membership started within a specific timeframe. For example, if your memberships are monthly, you can exclude customers whose membership started in the last month. 

7. Add an additional Exclude group.

8. Add a filter to exclude customers with Membership Start Dates less than a month or so in the future to stop reminders for those who renewed early. 

9. When finished, click Continue.

10. If your campaign has multiple items in its sequence, make sure Stop sending when a recipient leaves the audience is selected. 

11. Make other changes as needed, then launch the campaign.

The campaign will now use the membership start date to exclude customers who have already renewed.

Exclude customer who renewed (Marketing Pro v2)

1. Go to the navigation bar and click Marketing .

2. In the side menu, go to Audiences > Retention Segments.

3. Find the retention segment used for your membership renewal campaign and click Edit .

   Note: If the campaign is live, you may need to clone the retention segment, modify it, and attach it to a cloned campaign.

4. Confirm you understand that modifying a segment will affect current campaigns that use it.

5. In the Exclude section, add a filter to exclude customers whose membership started within a specific time frame. For example, if your memberships are quarterly, you can exclude customers whose membership started in the last three months. 

6. Add an additional Exclusion group.

7. Add a filter to exclude customers with Membership Start Dates less than a month or so in the future to stop reminders for those who renewed early. 

8. When finished, click Save.

9. If you have multiple items in your campaign sequence, make sure Stop sending when a recipient leaves the audience setting is selected for the campaign.

The campaign will now use the membership start date to exclude customers who have already renewed.