Membership management

User

These are very similar to the admin use cases, but with the user able to do them themselves ("self-service" management).

Admin

• When a member gets in touch asking to update their details (e.g. delivery address), I need to be able to make those changes to their profile

• When a member asks to change their contribution, I need to be able to update their contribution via the admin page

• When a member asks to increase their contribution half way through their annual membership, I need to be able to prorate their new contribution (i.e. take a one-off payment that), so that they are fully paid out and are immediately eligible for any new perks that come with an increased contribution.

• When a member asks for details about their contribution (e.g. when was it last taken? when will it next be taken?), I need to be able to look up the details so I can inform them.

• When a member forgets the email address associated with their membership, I need to be able to ask them security questions to verify their identity so they can regain control of their account.

• When a member has trouble with their payment, I need to be able to manually extend their membership so they have an opportunity to fix it before losing access.

• When a member wants to change their payment method, I need to be able to direct them to a place to enter their new payment details that is PCI compliant, so that I am not handling any payment data.

• When a member asks for their membership to be completely deleted, I need to be sure that I am able to fulfil that request so I am staying GDPR compliant

• When a member hasn't received a recent automated email I need to be able to manually trigger a resend so I can inform them that it has been resent.

• When a member has an enquiry about an email they have recently been sent, I need to be able to find the details about that email and understand why they were sent it, so I can respond to their enquiry.