Letting customers Skip / Cancel themselves

00:00 Sweet. Alright, so late last week we put out an update, um so wineries can, if they want, they can set it up so um customers can skip their next club run, um or can't, or indeed cancel their own membership. 00:23 So, um we didn't have, well we never had that functionality because frankly no, no winery, none of our clients wanted it, which is, you know, which I can empathize with, um but I did like the idea of having the capability in the system because I do like the idea of customers being in control of their 00:44 own subscriptions. I think it would be less scary for some people to join wine clubs if they knew it was easier to get out of them as well. 00:51 Um, yeah, you've got to put the power in the hands of the customer, and you know, they've, they've, feeling like they're trapped, you know, we, we, we can't have customers with any negative sentiment towards your wine clubs. 01:09 Well, you know, the other thing is that, um, there was actually some research out there that, um, if customers are given the option to skip, um, they're going to be more likely to skip than to cancel. 01:20 So, quite often, people will ring up and say, I want to cancel my, I want to cancel my membership. And it turns out they don't want to cancel their membership. 01:27 They just don't want this pack. Um, so, you know, giving, as you say, giving that power to the customer, um, ain't necessarily a bad thing. 01:37 And, and the, the research was showing that. It can actually reduce, uh, attrition, um, instead of increase it. So, anyway, um, but we're not, you know, obviously, we're not forcing it on anyone. 01:51 It's completely voluntary. So, I thought, uh, we would go through how to set that up and how it works. Um, because I think the, the. 02:00 The way we've done it is actually quite, quite nice. So, first of all, head into settings, head into the club setup, um, club setup screen, and when we go into, um, ah, I'm in the wrong brand. 02:17 Hang on, of course, I'm in the wrong brand. Give me a second, hang on, I've got to sign out of this one and go into another one. 02:23 Sorry, mate. So, I guess wineries, their first thoughts would be, hey, what the hell have you done? Um, but really, I guess, um, as mentioned in the update within the system, um, and you can go and you can find that update. 02:40 In the little news icon in the chat system within the back end of Withwine, and as you've stated there, Rich, you know, it's um, it is an optional thing, um, so I don't think it's to be, there's no, there should be no concern over this update. 03:00 No, not at all. So basically nothing changes for anyone unless they go into their club settings and switch this on. 03:13 So here we go. So just bring that back up. Whoops, I had to go into one of our other dummy, dummy, dummy settings. 03:20 Dummy demo brands. So, uh, so the club mix and match. So you go into your club settings if you've got an existing club and scroll all the way down to the bottom. 03:32 So, sorry, I think our demo server is a little bit slow. Here we go. All right. So we scroll all the way to the bottom and there's a section here called advanced. 03:46 Now, while we're here, um, quite a few people don't, um, have sort of, didn't know this. So just in case you didn't know, um, you can set up auto retry for Facebook. 04:00 Payments, i.e. if a club payment fails, the system will automatically retry, um, on a schedule. So the default is, uh, that it will be a retry. 04:11 Is that big enough? Actually, it'll be retried twice, uh, with, uh, 24-hour gaps in between. But if you contact us, uh, we can actually make it more than two times and more than 24-hours. 04:26 So if you want to set it up where it's, uh, three retry attempts with 48-hours between each of them, we can set that up. 04:33 Um, the main thing with auto-retries, you know, you've got to remember that, you know, if you, if the charge is stages on Monday, um, you've got to remember that, uh, all your auto-retries won't filter through until Wednesday or Thursday. 04:50 Um, so you, you know, you don't necessarily want to be chasing up people until, you know, until all the auto-retries are out of the way. 04:57 But it's there, um, available to all. So that's a thing that you can switch on if you want. So, giving members the, and these are the two, the two new boxes. 05:10 So, um, for such a seemingly simple, uh, feature. Um, it's, it's very simple to set up and. There's almost nothing you need to do to make it work, um, but it actually did turn out to be quite a complex thing to build, um, because of all the edge cases, but basically, um, when you go in here, you'll see 05:32 that both not enabled by default. So, you can say, do you want to give members the ability to cancel their own membership? 05:40 If the answer is yes, you put in, you know, the number of days. So, some people say, you know, when they sign up, they can cancel straight away. 05:49 Other people might say, well, you've got to be a member for at least a year before you can cancel your membership. 05:56 So, you just put in the number of days you want, ah, before people are able to sign to cancel their own membership. 06:02 If you don't want them to be able to cancel their own membership, just leave it blank, right? So, just for the sake of demo, I'll just make this zero days. 06:11 And then we put in this as well. So, members can skip club runs up to, so, you know, do you want to give people the ability to skip. 06:20 Up to three club runs a year, your wine club might be three times a year. So, you know, they could skip the whole club run or you might say, look, I'll give you one skip a year or two skips a year. 06:31 Depends how flexible you want to be with them. But basically, that's all it is. So, put in the number of days before they can cancel and then put out, put in the number of times you're happy to for them to, um, to skip the club run within a 12-month period. 06:46 So, you hit save in there. Now, Richard, are they mutually exclusive? Can you say, um, the wine club, um, you can't skip or cancel within the first 365 days, i.e. 06:59 a year? But then after that, you can skip, um, or can you put in a, I want to skip one, but not have the ability to cancel within that 365? 07:12 Uh, yeah, yeah, yeah. So, if, so, if you put in 365 on in the cancel box, you won't be able to cancel for a year. 07:20 But if you put in a skip, a number in the skip box, you will be able to skip within that year. 07:26 Yeah, so there's, there's a lot of flexibility in there. Yeah, yeah, um, so, what we'll do now is, uh, we'll join a member up to, we'll join a member up to the club. 07:40 Now, this is just our, our dummy, our dummy playground, so, you know, it's very dirty, um, but, uh, so, I've signed in up here. 07:50 I'm going to join the wine club, um, and this is the wine club we put the setting on. So, uh, here we go. 08:00 So, we'll just do the, you know, blah, blah, blah, blah. So, here, so, actually, we'll do, uh, we'll do, no, we'll do twice per year. 08:08 We'll just leave it as is, um, do the next charge in two months. Remember that. So, we'll do the next charge in two months, and we'll do one, two, three, four, five, six. 08:20 Cool, cool, and blah, blah, blah, oh, one, oh, one, two thousand, uh, one, six, one, cross array, click, oh, four, one, two, one, two, three, four, five, six, put in a credit card. 08:40 This is, just all dummy data, obviously, yes, yes, cool. I have now joined that club. Now, when I go So, I'll show you two things. 09:02 First of all, I'll show you the the customers, what the customer sees. One thing I should highlight to you, you're going to be using WordPress, which is my account. 09:17 You're going to be using WordPress and you're going to be using the my account video. If people aren't aware, this is the my account widget. 09:24 So, basically a customer can log in and they can see their addresses on file, see all the historical orders, see their credit cards on file, any wine tastings that they've done, but also their wine club memberships that they've got. 09:37 Now, the normal, uh, the normal WordPress widget is, uh, this is an update button. So, you click update and it just takes you to the, takes you to the next page to update your details. 09:51 Um, but now because this club has got the ability for customers to skip and or cancel, that update button is now an option. 10:00 this button and so you click on that and there's, there's the update, you know, the original update button is now in this menu and I can skip my next order and I can cancel my membership within here. 10:13 So if I say, um, so what we'll do is we'll jump into uh, we'll jump into here and 28th of May 24th because I'm going to show you. 10:29 Yeah, so this is me. I joined this club. Uh, see that. So the estimated next club run is the 28th of July because we set it to, we set it to two months in advance. 10:41 Um, so boom, boom, boom. Here are my details. Now we've got some additional menu options here too. Um, because the customer can skip themselves or cancel themselves, but also they might ring up and say, oh hey can I skip this one? 10:58 Um, so. He's going yep, you know the staff member can say yep, I'll skip the next order for you. Um, all the customer can do it on there in here. 11:09 So let's say, let's say here I go. Yeah, I want to skip my next order. Are you sure you want to skip? 11:14 Yes, I want to skip. And then, uh, now that will send the customer a- information email saying, hey, just confirming that we've received your request to skip your next club run. 11:25 Um, you have also added, uh, a winery notification so the winery gets a notification saying, hey, someone's just put through a skip request. 11:35 Um, now you can, you can cancel like the- the winery can cancel that, um, skip request. If it's a winery selection pack, um, or a, um, or a editable wine selection pack, if it's a recurring order, like an automatically recurring order, um, it will It'll just update the charge date. 12:00 So, see here, it's gone, okay, well, the estimated next charge date was the 28th of, uh, it was the 28th of July, now it's moved it forward to the 28th of Jan, cause I've skipped, I've skipped one of my packs. 12:15 And when I go into, uh, when I go into the activity feed, you can see the- the skip was requested, um, but then because this is an automatic, recurring order where the system already has the schedule, um, and it's going to automatically charge, it just automatically applies the skip request. 12:34 So, we've got the skip requested, and the re- skip has been applied. Um. Applied means it's been honored, or granted, or you know, whatever, but you know, so skip is uh, skip is requested, and then skip is applied. 12:49 And you'll see, it just moves the charge date forward automatically. Um. Yeah, you can see I've used, I've used all my skip requests, so I won't be able to do another one there. 12:59 Now. If I'm joining a winemakers pack, um, I'll just have to find the winery override, and the winery override that is there's maybe a phone call from a club member. 13:17 So, so for those automatically recurring clubs. Um. Um. It's or it's- because it's an automatic club, it will automatically apply the skip. 13:26 But the winery can, the winery can, you know, obviously go into the scheduled charge state and move it back again if they wanted to. 13:34 Um. But here, now let's show you once left the by the winery each club. Okay, so I'll show you this one. 13:41 So now we're going to join this club here, 50% club, which I've actually, I'm pretty sure I've already set this up with skip and cancel. 13:52 Yes I have. Cool. So we're going to go into, we'll join that club. Okay, so join this. And I think this one, I'll change it to a pick up. 14:12 Blah blah blah. All my details are already there, so it's nice and quick to join a second club. Join. Okay. 14:23 So now this one isn't an automatic recurring club. This is a winemaker selection club. So, you know, one of the ones where the winery initiates a club run um before anything happens. 14:36 But ah so we'll find that customer again. So, ah so this is my automatically recurring club. Um now this one is my uh this one is my um the winemaker's pack. 14:55 So I can obviously be on the website and say I want to skip my next pack but let's say let's say uh let's say I ring up and say hey umm I want to skip my next pack. 15:07 So I joined the 50% club. Um what I want to do is I ring up and say oh hey can I skip my next pack so I go yep cool request skip. 15:17 Cool. Um so then and that will skip requested. Okay. Umm so we put that in the customer's activity feed and you can see here we put it up here we highlight it up here as well so club managers can see you know there is a live uh a live skip requested that hasn't yet I'm sorry. 15:44 So now I'll just reload that search because you'll see now too we put this little this little icon I don't know if you can see that. 15:52 Umm put this little icon in there to show hey fast forward. Yeah yeah so a skip has been requested. You can also umm you can also go I want to see people uhh who have requested a skip right so you can also filter you know show me people with with outstanding skips so umm and again you're getting the 16:19 emails when when they these things have been applied umm okay so I'll get out of that now what I want to do is uhh I'll show you how this works so if I go into my 50% club now imagine I'm now the club manager doing a club run and you can see I've got Richard here he's applied a s*** skit request umm 16:42 and then I've got all these other guys who haven't now basically the club manager don't you don't need to worry about skit requests you don't need to filter anything out you don't need to be like oh you know I've got to get the skit people out and put the other people in you basically keep doing exactly 16:59 what you're doing Thank watching. Um so up here you'll see out of this list I've got um so I've got nine members of this club uh six available to charge and two skit requests so six plus two equals eight and this guy I can't do a club run for him because he's got an existing order that hasn't been shipped 17:18 yet. Um so. six available to charge two skit requests so those are my two skit requests. So I want to post the club run and what this does is I go cool umm again it's a winemakers pack so I go okay umm this was a whatever it was six bottle club one two umm. 17:41 This is a big long demo. Big long demo brand obviously. There we go. Ah, six of one. That's annoying. Let me fix that up. 17:52 This is a one bottle club. There we go. Joom. Cool. Now, so I've just gone in, initiated the club run for normal and I'll go review. 18:10 Now you'll see up here it goes cool. You're about to do a club run for six members and additional two members would have been included but have requested to skip this club run. 18:20 they will not be processed. Instead their skip request will be marked as applied for this club run. So by doing the club run you are now applying the skip request. 18:29 Umm, and so I go cool. I want to post the club run. And you'll see here the the member who had the skip request then Thank you. 18:40 The estimated next charge date has now been moved forward to the to the next you know to the next estimated time for a club run. 18:48 And if I go into their profile umm you will also see that the skip request has been applied. So basically you requested the umm you requested the sorry my phones ring go away. 19:05 Umm you requested the skip we've now applied it and so now when I'm going to do another club run umm you know in August there's no more umm there's no more skip requests outside. 19:20 And so it kind of it does it all by itself so that really the winery doesn't need to you know doesn't need to do umm anything different to what they're already doing. 19:31 Umm yeah as I said if you said now let's say you go umm okay well they've requested another skip. Umm so I request the skip. 19:43 The club manager gets an email saying hey Richard's requested another skip. Umm Scott the club manager can log in and say no I'm not going to I'm not going to honor that or he can say yes I will honor that you know he can also manually apply it if need be so. 20:01 Umm let's say you're not using a club let's say you're not doing a club run let's say you're putting through a manual order over the phone for the customer but you want that to count as a club pack umm you can uh you can manually apply the skip request umm or cancel it on your. 20:21 So yeah pretty, pretty, pretty, pretty simple umm a little bit more as I say it was complex to build but umm we've tried to make it as straightforward as possible so it has minimal impact umm for the uh for the winery and actually here it here's an. 20:40 example too you know so they get their email hey this is confirmed to confirm that your skip request has been received umm obviously you can go into umm you can go into your email templates and edit the wording of that how you like and also for club cancellation emails. 20:59 else. uhh to add uhh to change your settings so the winery or you the club manager get those email notifications uhh just click on my account umm an account preferences and say you know I want to switch all these all these notifications on. 21:16 Right. So some wineries may have a question read. Umm be that when they do switch on this functionality does all of the club members get notified or is it more of a subtle approach? 21:30 No, no, no, basically no. No one gets notified when the functionality gets switched on umm it's just when they if you know if they go to my account on the website. 21:40 They'll just see the update button has changed to a options button. So we obviously having the customer experience improvements umm but it's been sort of made subtly so it's very subtle. 21:58 Yeah, it's not not something to be. See you. Umm, I'm overly concerned about. Correct. Yep. Umm, I'll just see if there's anything else uhh anything else I wanted to cover. 22:13 I've shown you the filters umm don't bum bum bum bum bum. No, and that's yeah. I've shown that. We've gone through that. 22:26 Done that. Done that. No, we've gone through it all. Umm. So as I said, I think the mating to highlight. 22:32 So those automatically repairing clubs. Because they're automatic wine clubs. The system will automatically apply the skip for the. For the more manual winemakers packs or editable winemakers packs. 22:48 Umm. Posting the club run will apply the skip. So if I ask for the skip in May. And then next club run is. 23:00 And until October umm that skip request will sit there until the winery does the club run in October. And then when they do the club run that's where then my skip will be applied. 23:11 Umm. So yeah. Umm. That's a pretty big, pretty big update and you. Any wineries umm who want to jump into the chat we'll see in the help umm field that there's a very comprehensive list of what Rich has just gone through. 23:33 And also umm wineries if they're still confused umm because it is a big update umm just really uhh it's out to Rich for myself. 23:43 Yep umm alright what else is what else is new Rich? Umm well what I might do I'll tell you what what I'll do is I'll umm I'll stop recording this video and I'll start another video umm because then it just makes it easier for me. 24:00 People will find the content so I'll stop this video and then we'll start another one ok? Stay tuned. Stay tuned.