If a customer already had an existing membership, why was another one created?

Problem

An extra membership is created even though the customer has already been charged for one membership.

Solution

To find out why this happens, check your settings for sale tasks. After that, decide how you want to resolve the issue. You can either delete the extra membership or cancel it. Whether you delete or cancel a membership is a matter of personal preference — canceling it will keep the record on the customer profile, while deleting it will completely remove it from the system.

Understanding the Issue

Check the tasks added to the invoice. It might be set up to create a membership.

1. Go to the Pricebook tab.

2. Search the task that was added to the invoice.

3. Click on the menu of the task and select View/Edit service.

4. Go to the Workflow tab.

5. See if the option Create and activate membership plan is selected.

6. If yes, this explains why the new membership was created: the item added to the invoice was a membership sale task.        

   1. If another option is selected, contact Technical Support for further assistance.

7. Change the workflow to Do Nothing if you don't want this task to sell or activate a membership in the future.

Delete the Extra Membership

Deleting the membership will remove it from the customer's profile. To delete the membership:

1. Go to the invoice where the membership sale task is added.

2. Delete the task from the invoice. This will automatically delete the newly created membership as well.

Cancel the Extra Membership

Canceling the membership does not remove it from the customer's profile. To cancel the membership:

1. Go to the newly created membership.

2. Edit the membership by clicking on the pencil icon.

3. Change the status of the membership to Canceled.