Q: 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 using Payeezy, you won’t need to ask the customer for their card because it will be on file.
If the desire is to refund monthly charges, this needs to be done in Square or Payeezy
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.
If after reviewing documentation and Common Troubleshooting Q&A and you still don’t have a solution for the configuration question or issue you are experiencing please write into support@aspenware.com and our support team will be happy to help!
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