[Coming Soon] Automatic Downgrade of Order Cancellation | Membership Tier

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Merchants can use the membership tier to divide members into different consumption levels and provide member-exclusive offers according to the tier to encourage customers to join the membership and spend the amount to meet the membership tier status.
 
You can also decide whether to turn on the "Automatic Downgrade of Order Cancellation" feature. After turning on the feature, when the status of the order changes to cancelled or the return order status changes to "Completed," the system will automatically recalculate the member's spent amount in the early morning of the next day. The member's tier will be automatically downgraded if the paid amount does not meet the upgrade or extension conditions.
 
Tip:
Before applying for this feature, we strongly recommended that
you install the Order Status Automation app
and set the rules to the update the order status
to "Completed" automatically.
This can help you update orders when
manually modifying the order status,
which affects the determination of membership tier upgrade.

 

⚠️ Note: If you have this feature toggle, the system will use the new logic to process the valid orders of the membership tier, and the membership upgrade and renewal logic will also be adjusted. For details, please refer to the following instructions:

 

1. Adjustment to the logic of recognizing valid orders, upgrades, and extension of membership tiers 

If the toggle switch of "Automatic Downgrade of Order Cancellation" appears on your "Membership Tiers" page, the definitions of valid orders, upgrades, and membership extensions will be adjusted as shown in the tables below:

i. Definition of valid orders for membership tiers 

Current

Updated

Order status = not "Cancelled" Order status = "Completed"
Payment status = "Paid"

If the order is linked to a return order and the status of the return order = "Completed," the actual paid amount of the order should be calculated by (order amount - refund amount of the return order)

The "purchase within the specific period" condition is based on the order payment time

Based on the time when the order status changes to "Completed"

Based on the order amount

Based on the actual paid amount for a membership upgrade, downgrade, or extension

 

ii. The logic behind membership upgrade and extension

Current

Updated

Every day in the early hours, the system checks customers who had orders with Payment status = Paid the day before to determine whether they have reached the upgrade condition.

Every day in the early hours, the system checks customers who had orders with Order status = Completed the day before to determine whether they have reached the upgrade condition.

If the upgrade condition is based on "purchases within a specific period"

After the customer completes the payment, in the early morning of the next day, the system will backdate to the specific period from the order's payment date to determine whether the customer's total order amount has met the upgrade condition.

The system will exclude the order before the latest membership tier extension/downgrade (the order before the latest membership upgrade is still included)

If the upgrade condition is based on "purchases within a specific period"

 When the order status marks "Completed," in the early morning of the next day, the system will backdate to the specific period from the day when the order was completed to determine whether the customer's total order amount has met the upgrade condition.

The order before the latest extension and downgrade is excluded.

If the upgrade condition is based on a "single purchase"

When the customer completes the payment, the system will check whether the order has reached the upgrade condition in the early morning of the next day. Orders for upgrades, downgrades, and extensions can no longer be used.

If the upgrade condition is based on a "single purchase"

When the order status marks "Completed," in the early morning of the next day, the system will check whether the order has reached the upgrade condition. Orders for upgrades, downgrades, and extensions can no longer be used.

 

iii. Example of membership tier upgrade

  • Membership upgrade condition = Purchase within specific period

System logic: When the order status of the customer's order is updated to "Completed" by the store, the system will capture the orders within the specified period (N~N-1 days) to confirm whether the amount meets the upgrade condition.

  • Membership upgrade condition = Single purchase

System logic: When the order status of the customer's order is updated to "Completed" by the store, the system will confirm whether the order amount meets the upgrade conditions.

Timeline illustration (with an example of purchase within a specific period as the upgrade condition):

Given the membership tier rules are
Bronze:
Upgrade/Extension for 12 months with a total spend of $3,000

Silver:
Upgrade/Extension for 12 months with a total spend of $5,000

Gold:
Upgrade/Extension for 12 months with a total spend of $7,000
And the order status updates to "Completed" after 10 days

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iv. Example of membership tier extension

The system logic of whether a member can extend their membership tier:

  • The system will exclude orders before the latest upgrade, extension, and downgrade, which means that the system determines eligibility by counting the orders within the membership validity period.
  • The system will only take orders whose order status is updated as "Completed" within the membership validity period.

Timeline illustration (with an example of purchase within a specific period as the upgrade condition):

Given the membership tier rules are
Bronze:Upgrade/Extension for 12 months with a total spend of $3,000
Silver:Upgrade/Extension for 12 months with a total spend of $5,000
Gold:Upgrade/Extension for 12 months with a total spend of $7,000
And the order status updates to "Completed" after 10 days

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v. Example of membership tier downgrade

Timeline illustration (with an example of purchase within a specific period as the upgrade condition):

Given the membership tier rules are
Bronze: Upgrade/Extension for 12 months with a total spend of $3,000
Silver: Upgrade/Extension for 12 months with a total spend of $5,000
Gold: Upgrade/Extension for 12 months with a total spend of $7,000
And the order status updates to "Completed" after 10 days

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2.  Enable the feature

i. Go to membership tier settings

In the SHOPLINE Admin, go to [Customer Management] > [Membership Tier], then switch on the toggle for "Automatic Downgrade of Order Cancellation."

Note: In the early morning after the switch is turned on, the system will check the customers who have the following events that happened the day before the switch was turned on and re-determine their membership tier:

  • The customer's order status has been changed to "Cancelled."
  • The return order status from the online store or the retail POS linked to the original order is "Completed."

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The following pop-up window will appear whether this switch is turned on or off.

Before switching on the feature toggle:

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Before switching off the feature toggle:

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You can find the history of turning on or off the feature in [Membership Tier] > [Activity Logs]

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ii. The logic of the Automatic Downgrade of Order Cancellation

If the customer's membership gets extended to the current tier, the system will:

  1. Backdate to the specific period from the start date of the membership tier, and
  2. Check all the valid orders created during the specific period

to judge if the member meets the extension condition of the current membership tier.

  • Still meet the condition → The member remains at the current membership tier; there is no need to change the membership expiry date.
  • Does not meet the condition → First fallback to the membership tier before the upgrade, then judge which tier the member can be upgraded to by backdating the time when the last valid order was updated as "Completed."

    • Does not meet the upgrade conditionMaintain at the tier before the upgrade (and continue to use the current tier validity period)
    • Meets the upgrade condition → Upgrade to a new membership tier, and set the membership expiry date with the time when the last valid order was updated as "Completed" + {valid period}.
  • If it is possible to return to the current tier, the system will update it back to the current tier, but reset the expiry date based on the time when the last valid order was updated as "Completed" + {valid period}.

 

iii. Example

Membership tier rules: The upgrade condition is a purchase amount within a specific period.

Given the membership tier rules are
Bronze: Upgrade/Extension for 12 months with a total spend of $3,000
Silver: Upgrade/Extension for 12 months with a total spend of $5,000
Gold: Upgrade/Extension for 12 months with a total spend of $7,000
And the order status updates to "Completed" after 10 days

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*Notes:

  • If you set a longer effective time in the Order Status Automation app, when the system counts valid orders, the member may be automatically downgraded and become ineligible for membership upgrade since their order status has not been updated to "Completed." The system will automatically check whether the customer's membership can be upgraded until the next day after the order status is updated to "Completed."
  • Please allow working days for processing the order and remind customers to place orders before the membership expires.
  • Please remind customers that the membership tier system determines orders that are marked "Completed."

 

iv. Membership logs

Any change in the membership tier will be recorded in the Membership Logs.

  • Reasons for tier change: System upgrade, Membership extension, Downgrade upon expiration, Order cancellation downgrade, Manual upgrade, Manual downgrade
  • The valid period of the membership tier

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3. Updating return order amount

When the status of the return order linked to the order changes to "Completed," when the system executes the "Automatic Downgrade of Order Cancellation," it will re-evaluate the member's tier based on the actual paid amount (order amount - refund amount of the return order).

⚠️ Notes:

  • Before changing the status of the return order to "Completed," you need to update the refund amount of the return order.
  • Please do not enter the refund amount in the return order and delete the original order items simultaneously. This will cause an error in recalculating the actual paid amount.
    For example,
    • The original order has product A for $300, product B for $500, and product C for $200.
    • You return product C and enter the refund amount of $200 on the returns form.
    • You delete product C from the original order, and the order amount becomes $800
    • The actual paid amount of this order should be $800 ($1000-$200), but the operation above will cause the actual paid amount to become $600 ($800-$200)
  • If the customer is paid by SHOPLINE Payments, the system will record the refund amount after the online refund process of the original order. However, you still need to create a return order and manually enter the refund amount of the original order so to deduct the refund amount from the actual paid amount.
  • If the subsequent return order is updated to "Cancelled," it will not trigger the system to execute "Automatic Downgrade of Order Cancellation."

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4. Membership downgrade notification

  • Merchants using the "Automatic Downgrade of Order Cancellation" feature will see the "Member Downgrade Notification" in Custom Notification.
  • The email and SMS sending toggle is switched off by default and can be turned on when necessary.
  • This notification will be triggered if there is a membership downgrade due to expiration or order cancellation.
  • The membership upgrade and downgrade notifications will be sent at 9:00 am (UTC+8).

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