Memberships

Memberships are a subscription: the customer pays a recurring fee and gets benefits applied automatically to their orders. It converts your heaviest customers into committed, prepaying ones and gives you a revenue line that does not depend on order volume. Billing, renewal and failed-payment handling all run on their own.

Where to find it

Dashboard → Growth → Loyalty → Membership → Settings (/features/membership/membership-settings) — Admin, Co-Admin

The perks live alongside it at Benefits (/features/membership/membership-benefits/list).

Setting it up

1. In Settings, switch memberships on and define the plans — what is sold, at what price, on which billing cycle (daily, weekly, monthly, quarterly or yearly), and whether there is a trial.
2. In Benefits, define what members actually get: a reward multiplier, a free product, a percentage discount, free delivery. These are the substance of the subscription.
3. Save. Plans appear in the app and benefits apply automatically to members.

Two things before plans go live

Recurring billing needs a connected, tested card gateway — see Gateway setup. And define the Benefits before announcing anything: a subscription into an empty perk list is a refund request waiting to happen.

How billing works

• The customer subscribes in the app and pays by card. The plan renews automatically each cycle.
• A failed renewal does not end the membership. Dunning takes over: a grace period, a sequence of reminders, and a capped number of payment retries. The membership only lapses once those are exhausted. All four are configurable.
• Customers manage everything themselves — plan, benefits and billing history — under Customer app → Accounts → Membership.

Watch failed renewals as a cohort

A cluster of failures in billing history usually means cards expiring together — members who joined in the same month. A timely “update your card” Broadcast saves more subscriptions than any new perk.

What members experience

Benefits apply automatically at checkout on qualifying orders, with no codes. Where more than one benefit could apply, the customer gets the best-value one, so nobody is punished for choosing wrong.

A free-product benefit carries a refill period — once, or once per day, week, month, year or billing cycle — which is what stops “a free coffee” becoming “a free coffee every visit forever”.

Pair memberships with Reward points for a layered offer: points for everyone, membership for the committed core.

Designing a plan that sells

• Lead with one headline perk — usually the delivery-related saving your heavy customers already incur most often. It sells the plan in a sentence; everything else is a sweetener.
• Break even at two or three orders a month. Make the arithmetic explicit in your pitch. Count a member’s frequency across every vertical they use, not just one — that sum is why a marketplace membership converts better than a single-store one.
• Use trial days. A trial lets a hesitant customer experience member checkout before the first charge, and a member who orders during the trial rarely cancels at conversion.

Launching it

1. Find the natural audience: customers whose current ordering already clears the break-even.
2. Announce with a Broadcast to your most active, repeat and high spender segments, with the one-sentence savings maths.
3. Watch the first month in the membership customers and billing history reports, then iterate the pitch and the perks before you touch the price.

Reports

Under Dashboard → Reports, in the feature transaction reports:

Report	Route	Shows
Membership Redeem List	/reports/feature-transactions/membership-redeem-list	Each benefit application
Membership Aggregate	/reports/feature-transactions/membership-aggregate	What the programme pays out in perks
Membership Analytics	/reports/feature-transactions/membership-analytics	Programme-level performance
Membership Customers	/reports/feature-transactions/membership-customers	Who your members are
Membership Billing History	/reports/feature-transactions/membership-billing-history	Charges, renewals and failed payments

Compare perk payout against subscription revenue — but count the order-volume lift before concluding anything. A programme where members marginally “win” on perks while ordering far more often is still strongly positive; the gain shows up in order volume, not on the membership line.

Troubleshooting

Symptom	Try this
Plans are not visible in the app	Confirm memberships are enabled in Settings
A member sees no benefit at checkout	Check the benefit is active and the order meets its conditions
A renewal was declined	Retries run automatically; the customer can update their card in the app
A customer disputes a charge	Billing history itemises every charge and renewal
A membership ended unexpectedly	Billing history — exhausted retries end in cancellation
A customer asks how to cancel	It is self-service in Accounts → Membership
A free item is being taken too often	Set a refill period on that benefit
Perk payout looks high	Compare against billing history, and count the order-volume lift before cutting perks

Related: Reward points · Gateway setup · Customer Experience · Reports