Memberships

Memberships are your marketplace’s subscription product: customers pay a recurring fee and unlock benefits — special pricing, perks on their orders — across the marketplace. A membership program converts your heaviest users into committed, prepaying ones, and gives you a recurring revenue line that doesn’t depend on order-by-order commission. Billing, renewal, and failed-payment handling all run automatically.

Where to find it

Dashboard → Settings → Features → Membership Settings (/features/membership/membership-settings) and Membership Benefits (/features/membership/membership-benefits/list) in your admin dashboard. Requires an admin or co-admin account.

Setting up memberships

1. In Dashboard → Settings → Features → Membership Settings, enable the feature and define the plans — what’s sold, at what price, on which billing cycle.
2. In Membership Benefits (/features/membership/membership-benefits/list), define what members get on their orders. These perks are the substance of the subscription.
3. Save. Plans appear to customers in the app and benefits apply automatically to members’ orders.

Before plans go live

• Recurring billing requires a connected, tested online card gateway — see Gateway setup.
• Define Membership Benefits before announcing plans — a subscription into an empty perk list is a refund request waiting to happen.

One membership, every vertical

The marketplace membership’s pitch is breadth: a single subscription that pays off on food, groceries, and everything else you host. When modelling the price, count a member’s order frequency across all verticals — that’s the number that makes the perks affordable.

How billing works

• The customer subscribes in the app and pays by card; the plan renews automatically each cycle.
• Failed renewals are retried automatically — a declined or expired card doesn’t immediately end the membership. The customer can fix their payment method in the app; the membership is only cancelled after the retry process is exhausted.
• Customers self-manage their subscription — plans, benefits, and billing history — in Customer app → Accounts → Membership.

Watch failed renewals as a cohort

A cluster of failed renewals in Billing history usually means cards expiring together — members who joined in the same month. A timely “update your card” marketing campaign preserves more subscriptions than any new perk would.

What members experience

Member benefits apply automatically at checkout on qualifying orders — no codes. When more than one benefit could apply to the same order, the customer automatically receives the best-value one, so members never feel short-changed by picking “wrong”. Pair memberships with rewards for a layered loyalty offer: points for every customer, membership for the committed core.

Designing a plan that sells

• Lead with one headline perk. The benefit your heavy users already incur most often (typically a delivery-related saving) sells the plan in one line; everything else is a sweetener.
• Break-even at 2–3 orders a month, counted across verticals. A marketplace member’s frequency is the sum of their food, grocery, and other orders — which is why marketplace memberships convert better than single-store ones. Make that math explicit in your pitch.
• Use trial days. A trial lets hesitant customers experience member checkout before the first charge — and a member who orders during the trial rarely cancels at conversion.

Launching to the right customers

1. Identify the natural audience: customers whose current ordering already exceeds the break-even.
2. Announce with a marketing campaign to your most active segments — most active, repeat, high spender — with the one-sentence savings math.
3. Track the first month in the Membership customers and Billing history reports, then iterate the pitch and the perks before touching the price.

Reports

Membership performance is reported under Dashboard → Reports, in the feature transaction reports (/reports/feature-transactions/*):

Report	What it shows
Membership redeem list	Each benefit application on an order
Membership redeem aggregate	Benefit usage totals — what the program pays out in perks
Membership analytics	Program-level performance view
Membership customers	Who your members are
Billing history	Charges, renewals, and failed payments

Compare perk payout (redeem aggregate) with subscription revenue (billing history). A program where members marginally “win” on perks but order far more often is usually still strongly positive for the marketplace — the lift shows up in order volume, not the membership line itself.

Troubleshooting

Symptom	Try this
Plans not visible in the customer app	Confirm memberships are enabled in Membership Settings
Member sees no benefit at checkout	Verify the benefit is active in Membership Benefits and the order meets its conditions
Renewal payment declined	Retries run automatically; the customer can update their card in Accounts → Membership
Customer disputes a charge	Look up the subscription in the Billing history report — every charge and renewal is itemized there
Membership ended unexpectedly	Check Billing history — exhausted payment retries end in cancellation
Customer asks how to cancel	Cancellation is self-service in Customer app → Accounts → Membership
Need a list of all current members	The Membership customers report under Dashboard → Reports
Perk payout looks high	Compare the membership redeem aggregate with Billing history — and count members’ order-volume lift before cutting perks

Related: Rewards · Gateway setup · Customer experience · Reports