Incorrect Package Access [People do not have access and or credits]
Giving Class Credit [This would be if we need to add or remove credits from a package]
1. Obtain client information from metabase
2. you need the following to add to the Manual Membership Changes sheet: client email, instructor email, client ID, instructor membership subscription, end date
3. Based on the inquiry, you will need to add a number to one of the columns highlighted in Blue
example:
Giving a Package [This would be when a client's package did not transfer over or needs to have a special package added to their account]
1. Obtain client information from Metabase
2. you need the following to add to the Manual Membership Changes sheet: client email, instructor email, client's stripe ID, instructor membership ID, type, price, credits, start date, end date, is repeating.
3. Based on the inquiry, you will need to add a date or number to one of the columns highlighted in Blue
4. If the client needs to be charged for their package, you will need to charge the client for the package in stripe by creating a new invoice. This requires stripe access.
example:
Update/Cancel Package [This would be when we need to cancel or update a client's package, i.e. ending their membership or extending a date on the membership]
1. Obtain client information from Metabase
2. you need the following to add to the Manual Membership Changes sheet: client email, instructor email, instructor membership subscription, end date, is repeating, repeating on date, has canceled, canceled at date
3. Based on the inquiry, you will need to add a date or number to one of the columns highlighted in Blue
example:
iFrame Spinning Circle [This would be a client or instructor sees a spinning icon in the login section or check out section of their page]
Enable 3rd party cookies in their browser
Click on the Menu
button in the upper-right corner of the Chrome window. Select More Tools followed by Clear browsing data
Select Menu > Settings > Advanced > Select Cookies and other site data
3. Click on Clear Data
Stripe instructor payment is not processing
Check Metabase[link will be added]
Confirm that the instructor has set up stripe
If both are yes connect with Carissa with details
If Carissa is not here, connect with Thomas
Refunds [when we refund the client, how do we get the money back from the instructor?]
1. If a client writes in, confirm with the instructor that the client should receive a refund
2. Log into stripe
3. Search the client's name or email
4. Select the payment that should be refunded
5. In the upper right-hand corner, select Refund
6. Enter who requested the refund, and the reason why
7. Refund Client
8. Once the client is refunded, add the client and instructor information to this Google Doc.
