Mailing Expired Members

Article Topic: Members, Emails, Tours

Expired Members are a natural part of any business. However, how you choose to react to these members can have a significant impact on your business, as you may be leaving sales on the table.

Setting up a Mailer for Expired Members

A Member can become Expired for multiple reasons; they cancel their subscription, an affiliate expires them, their credit card has been declined, etc. NATS provides a tool to contact these members allowing you to potentially regain a customer.

This can be set up in the Mass Mailer Admin. To set up a Mailer to Expired Members:

1. Navigate to the Mailing Management section of the Mass Mailing Admin and select "Add New Mailing"

1. Set the Subject for the email and the Mail Target. In this case, the target will be Members.

1. For the purposes of setting up, set the Send On option to "Never" and click "Add".

   • Note: It is best to leave this option to Never since it can be changed later on the Details page of the newly created Mailer.

1. Click "Edit Message Body" and create your email using either HTML or Text.

1. Once completed, click "Save".

1. Select whether you want the email to be sent out once per member account and once per email address:

   • Send Once - If set to Yes, NATS will send the email once per Member account, so if a member has multiple accounts under one email address, they will receive multiple copies of the same email. If set to No, NATS sends the email multiple times per Member account.

   • Email Once - If set to Yes, NATS will send the email once per Member address, so if a member has multiple accounts under one email address, they will receive one email. If set to No, NATS will send the email multiple times per Member address.

1. Next, navigate to the "Rules" tab and click the "Add New" button.

   • Note: Like many functions in NATS, the email will not be sent without first setting up its Rules. You can learn more about them in our Rules article.

1. Set which Sites, Tours, Join Options, Programs, and/or Billers you want the email to apply to, or leave the fields blank to apply to ALL. Next, set Status to "Expired" to target expired members.

1. Here, you can determine how long a member has been inactive to receive the email. Set the Time Since Last Action option to the appropriate amount of time.

   • Note: The time a member has been expired for can be easily adjusted using this setting. For example, if you would like to send out an email after a member has been expired for a single day, simply change More Than to Exactly and insert 1.

1. Adjust the Trial option to "Full" to only include members who have previously paid for a subscription, then click "Add Rule".

1. Lastly, navigate back to the Details Tab and click the "Update" button to set when the email should be sent.

Now, any member who has been expired for more than a month will be sent the email you created.

Using Signup Plus to Reactivate a Member

If instead, you choose to have returning members reactivate their subscription, you can use Signup Plus to allow the member to use the same email address, username, and password as before.

To learn more about using Signup Plus, see our Signup Plus article.

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