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{To find good questions and answers start by searching Freshdesk for the key word to find tickets that have been resolved with this key word to get ideas around what kind of common troubleshooting and issues occur around this feature. Open up tickets that seem relevant and read through solutions for how they were solved.}
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{Answers should be written conversationally and should reference documentation rather than try to duplicate documentation, as if you were responding to a helpdesk ticket. .}
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Q: I’m getting an inventory related error in the order queue but the product the guest purchased doesn’t have inventory mapped to it in AW commerce. A: If inventory is setup on any of the DCIs or components in the POS, it should also be setup in AW Commerce using the configuration steps for inventory. If the product is not setup with inventory mappings in AW commerce, the guest will be able to freely book, and if it sells out in the POS, then the order will fail because the two systems don’t have the same constraints. |
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How-to Guide of this page can be found here: [Internal] Common Troubleshooting Setup Guide
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I’m trying to initiate a new subscription in RTP|One and it’s not working.
A: All subscription orders must be done in Aspenware Commerce.
Q: How do I make a change to a membership?
Q: The Aspenware Subscriptions tool handles stopping charges going forward and automatically hotlists RTP|One access, so when making a change to a membership, go to Aspenware Commerce > Subscriptions in Admin.
Memberships can also be frozen by an administrator, which will stop charges until unfrozen. When unfreezing a membership, update the ‘Next Payment Date’ to a date in the future.
Q: How do I refund subscription deposit money?
A: If your desire is to refund subscription deposit money (amount paid for initial product), this must be returned and refunded in RTP|One.
If using Square - you’ll need to get the card from the guest.
If the desire is to refund monthly charges, this needs to be done in Square
Could do in RTP|One if not an original transaction, but it’s not tied to anything or audited. IT is up to resort on how to handle refunds on monthly amounts.
Q: How do I make changes on behalf of a guest in My Account or buy memberships on behalf of a guest online?
A: Use guest impersonation capabilities to make these changes.
Q: How do I handle cancellations and charges that cannot be done in the Admin tool? For example, a corrupted guest account requires that an old membership be canceled and a new membership be purchased online.
A: Create $0 down subscription products in a hidden category in RTP|One and purchase gated products on behalf of the guest while impersonating them.
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