Common Troubleshooting: Subscriptions

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 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.