Hi All,
This is mainly for those of you on TNEW but interested to see what other organisations do as well.
As far as I'm aware for households TNEW will force all online transactions into the household and this is a setting we can't change. i.e. if a user logs in with a login on the individual level of a household the transaction will ultimately be on the household level.
How do you deal with situations where a rollover package for online renewal is on an individual account which means that they will just receive an error message and get frustrated?
Our subscriptions are also sometimes on individuals and sometimes on households which doesn't help.
Also, how do other organisations deal with donations and households, and donations and households where the donation is made with a ticket order?
Thanks,
Thomas
Hi Thomas, did you get an answer? What did you figure out? We are running into this problem currently, where most logins are on the individual, but all renewal orders are on the household. (This is because most patrons create a duplicate account for themselves the first time they use TNEW and then get merged into their individual record; thus, the login ends up on the individual rather than the household.) Looking for any advice!
Lindsay
Hi Lindsay, unfortunately we don't have a solution as such and some customers will just be unable to renew their subscription online. Since TNEW forces transactions onto a household as long as your renewal orders are on the household this shouldn't be a problem. Even when an individual part of a household has a login on the individual when they login they should forced to transact on the household so if the renewal order is on the household that should work. If that's not the case for you as well I'd be interested in hearing what you are experiencing!
Thanks for the reply! The problem is that they can't access the renewal order when they log in. See below from the documentation:
Note: If a customer uses a web login stored on an individual account, and has a renewal order with the household account in the Owner role, that customer will not see the renewal order unless the individual account is added as the Initiator for that order.
So what I am doing is manually going into each renewal order, looking for the online login, and making that individual the initiator of the order. Then our Tess admin will run a utility to clear out the date on those orders that have been edited so they will still be available for online renewal. It's a slow, manual process, but I haven't found another solution.
And, honestly, I wish we had enough subscribers to make it impossible, but I'll be able to get it done.
How strange! I can see that note in the documentation that it does say the customer will not see the renewal order unless they are an initiator but it seems to work for us even when the individual is not made an initiator and their login is on the individual account. This has always worked for us as far as I'm aware so perhaps we just got lucky (so far...).
Ours has always worked out OK too. Lindsey - Are you sure people are getting error messages when they try to log in?
That is what they are telling us. The patrons who have successfully renewed online all have their logins on the household.