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Customer Email Reminders for Member Area Renewals

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When a paid member has an annual renewal due, does Squarespace send an email reminder automatically?  What happens in the case that a paid member does not renew their membership?  Do they get any automated email, do I get an automated email letting me know that the member was not renewed? Is there any notification sent to me and the member in the case that their credit card is expired or no longer valide?

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On 10/27/2022 at 9:40 PM, MelissaJersey said:

When a paid member has an annual renewal due, does Squarespace send an email reminder automatically?

No. Unfortunately Squarespace do not send reminders before subscriptions renew. They send a receipt afterwards, which isn't the same thing!

This is already a problem in the UK because the Competition & Markets Authority (CMA) have stated that customers should be sent a reminder "a reasonable time before it is due to be renewed". 

I have lobbied Squarespace to improve this but I don't have any news to share at this time.

On 10/27/2022 at 9:40 PM, MelissaJersey said:

What happens in the case that a paid member does not renew their membership?  Do they get any automated email, do I get an automated email letting me know that the member was not renewed?

Squarespace will attempt to charge the customer up to three times in case the customer's card has expired. You'll receive an email each time payment fails. 

You'll also receive an email when:

  • a member pays the recurring subscription
  • a member cancels their membership

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Edited by paul2009

About me: I'm Paul. A SQSP User for 18 yrs, I joined Circle when it launched in 2016 and have been a Circle Leader since 2017. I value honesty, transparency, diversity and good design ♥.
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  • 7 months later...

Can this be fixed, please? It's not a great customer experience to have surprise billing occur. This courtesy is important, especially in a year cycle. I'm paying for the top-tier commerce plan and memberships capability; it seems to me this should be a requirement for customer retention.

Edited by CheekyStar
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6 hours ago, TheLotusHeart said:

How can I keep a current list of members to extend their membership for another duration of time without having them have to register again?

I am not sure that I understand your question. Memberships automatically renew unless a member manually cancels their membership.

Can you explain the issue?

About me: I'm Paul. A SQSP User for 18 yrs, I joined Circle when it launched in 2016 and have been a Circle Leader since 2017. I value honesty, transparency, diversity and good design ♥.
Work: Founder of SF.DIGITAL, providing expertise and extensions to supercharge your Squarespace website. 
Content: Views and opinions are my own. Links in my posts may refer to my own SF.DIGITAL products or may be affiliate links.
Forum advice is free. You can thank me by clicking one of the feedback emojis below. Coffee fuels my work.

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I agree with the comments above we really need this notification for member renewals to be sent to customers. I just had one of my annual members email me and query the charge. It’s not professional and I’m surprised it’s not already a feature!

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20 minutes ago, jezhawk said:

we really need this notification for member renewals to be sent to customers. I just had one of my annual members email me and query the charge.

@CheekyStar @Lara-Dawn @jezhawk

This has already been flagged with the relevant team, but I do recommend that you (and anyone else who is affected) make your own feature request by contacting Squarespace Customer Care. This will help them to understand how many users are impacted. Squarespace employees don't use this forum to capture requests (see the guidelines - item 6).

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About me: I'm Paul. A SQSP User for 18 yrs, I joined Circle when it launched in 2016 and have been a Circle Leader since 2017. I value honesty, transparency, diversity and good design ♥.
Work: Founder of SF.DIGITAL, providing expertise and extensions to supercharge your Squarespace website. 
Content: Views and opinions are my own. Links in my posts may refer to my own SF.DIGITAL products or may be affiliate links.
Forum advice is free. You can thank me by clicking one of the feedback emojis below. Coffee fuels my work.

Book paid help with a Squarespace Domain

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  • 2 months later...

@jezhawk@CheekyStar@Lara-Dawn  If you're still looking for this feature, MemberSpace integrates with Squarespace and allows you to customize a notification email for subscription renewals: https://help.memberspace.com/article/221-how-to-adjust-payment-reminder-emails

This functionality is included in their free version: https://www.memberspace.com/pricing

 

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