How do you block or remove users through Infusionsoft?
There are any number of reasons why you may wish to block or remove a user from your site or a course.
Blocking access is temporary and can be reversed and the user can start where they left off.
You can block users at the site or course level.
If you want to block someone from your site, you will use the 'site level' tags.
If you want to block someone from a specific course, you will use the 'course level' tags.
Removing access will result in the loss of all user history. If the user wishes to return, they will need to be added as a new user again which means they will start from the beginning.
Reasons that you might block access:
A user FAILS to make a PAYMENT
A user has requested a refund and you may want to SUSPEND their access temporarily while you work to find resolution with the customer
A user has CANCELLED and you want to block them from accessing the site
We have created 3 different tags in your site that perform identical functions. This gives you the ability to track the reason you BLOCK certain customers.
The 3 tags are:
PAYF = Payment Failure. You can apply this tag to users who have failed to make a payment.
SUSP = Suspend. You can apply this tag to users you want to suspend service to temporarily, but wish to provide them access in the future.
CANC = Cancel. You can apply this tag to users you want to cancel services to permanently.
In your Google Drive folder, you will find a Tag Sheet that lists all of the tags that are used to control your site. Below is an example Tag Sheet where you can see 2 red boxes circling the site level block tags and course level block tags.
How to Block Access:
Go to Infusionsoft
Pull up the customer's contact record
Determine if you want to block access to the entire site or just a course
Determine which tag is the best fit - PayF, SUSP or CANC
Apply the appropriate tag
NOTE: To reinstate a user's access to their course or site, simply remove the block tag.
If you want to DELETE someone from your site, just remove their membership access tag. BE WARNED! If you remove a user's access tag, their history will be removed from the site and any history or course progress will be lost.
Setting Up Billing Triggers
You can automate the blocking of site access by creating billing triggers.
For each subscription or payment plan membership that you create, you will need to create a set of billing triggers.
The first billing trigger is when a payment fails. In this case, you need to apply that membership level PAYF tag to block access and mark the account. You should also have the system send an email notifying the customer that their payment failed, with instructions on how to make payment.
The second billing trigger is when a payment is successful. Be sure to set it so that it doesn’t matter if the previous charge succeeded or failed. For this billing trigger, you need to remove that membership level’s PAYF, SUSP and CANC tags. If you’re not using any of those just skip them, they’re not important. This ensures that once the payment does go through, the member’s access is restored. You may want to send the member a notice letting them know their access has been restored due to successful payment.
The third billing trigger is for when the maximum number of retries has failed. For this billing trigger, you want to do a couple of things.
First, you need to run an action set to cancel the subscription. This will prevent the subscription from continuing the attempt to rebill the customer.
Second, you want to apply a SUSP or CANC tag to mark the account as terminated. Either tag will work (it's a matter of personal preference as to how you want to mark the account). Some people prefer to use CANC only for intentional cancellations, some prefer to use SUSP only for intentional suspensions. Use what works best for you.
Third, you need to send an email notifying your customer that their access has been turned off as the result of the failed payments. You can also use this to gently leverage the customer’s fear of missing out on future content and encourage them to sign up for a new subscription. Even if you don’t try to sell the customer, you want to provide good service by closing the relationship properly.
Points to keep in mind while using the tags:
As long as a member has a PAYF tag, their membership access associated with the PAYF tag will be blocked until the tag is removed.
The benefit of the PAYF tag is that if a user has a temporary billing problem while making a payment, such as a declined credit card charge, you can apply the PAYF tag without disrupting the member’s other tags while they correct the issue. Once the payment is received, you can remove the PAYF tag and grant the user access again. This is better than removing the access tag, or adding additional access tags, because it will not destroy the users tag history due to a temporary payment problem.
You only need the PAYF tag if you’re creating a membership level for purchase with a payment plan or a subscription. For a single payment purchase or free membership, the PAYF tag is unnecessary and you should skip it.
Each tag only blocks its own membership level. If your member has two or more different membership levels in your system, the PAYF/SUSP/CANC tags will only block the level associated with them. It’s also possible for a member to have multiple levels and be blocked on some, but not others.
You do not need to create billing triggers for single payment products. You need one set of triggers for each product, not for each membership level.
If you need help on "How to apply a TAG in an Infusionsoft contact record", please refer to this article:
You can block users at the site or course level.
If you want to block someone from your site, you will use the 'site level' tags.
If you want to block someone from a specific course, you will use the 'course level' tags.
A user FAILS to make a PAYMENT
A user has requested a refund and you may want to SUSPEND their access temporarily while you work to find resolution with the customer
A user has CANCELLED and you want to block them from accessing the site
PAYF = Payment Failure. You can apply this tag to users who have failed to make a payment.
SUSP = Suspend. You can apply this tag to users you want to suspend service to temporarily, but wish to provide them access in the future.
CANC = Cancel. You can apply this tag to users you want to cancel services to permanently.
Go to Infusionsoft
Pull up the customer's contact record
Determine if you want to block access to the entire site or just a course
Determine which tag is the best fit - PayF, SUSP or CANC
Apply the appropriate tag
The first billing trigger is when a payment fails. In this case, you need to apply that membership level PAYF tag to block access and mark the account. You should also have the system send an email notifying the customer that their payment failed, with instructions on how to make payment.
The second billing trigger is when a payment is successful. Be sure to set it so that it doesn’t matter if the previous charge succeeded or failed. For this billing trigger, you need to remove that membership level’s PAYF, SUSP and CANC tags. If you’re not using any of those just skip them, they’re not important. This ensures that once the payment does go through, the member’s access is restored. You may want to send the member a notice letting them know their access has been restored due to successful payment.
The third billing trigger is for when the maximum number of retries has failed. For this billing trigger, you want to do a couple of things.
First, you need to run an action set to cancel the subscription. This will prevent the subscription from continuing the attempt to rebill the customer.
Second, you want to apply a SUSP or CANC tag to mark the account as terminated. Either tag will work (it's a matter of personal preference as to how you want to mark the account). Some people prefer to use CANC only for intentional cancellations, some prefer to use SUSP only for intentional suspensions. Use what works best for you.
Third, you need to send an email notifying your customer that their access has been turned off as the result of the failed payments. You can also use this to gently leverage the customer’s fear of missing out on future content and encourage them to sign up for a new subscription. Even if you don’t try to sell the customer, you want to provide good service by closing the relationship properly.
As long as a member has a PAYF tag, their membership access associated with the PAYF tag will be blocked until the tag is removed.
The benefit of the PAYF tag is that if a user has a temporary billing problem while making a payment, such as a declined credit card charge, you can apply the PAYF tag without disrupting the member’s other tags while they correct the issue. Once the payment is received, you can remove the PAYF tag and grant the user access again. This is better than removing the access tag, or adding additional access tags, because it will not destroy the users tag history due to a temporary payment problem.
You only need the PAYF tag if you’re creating a membership level for purchase with a payment plan or a subscription. For a single payment purchase or free membership, the PAYF tag is unnecessary and you should skip it.
Each tag only blocks its own membership level. If your member has two or more different membership levels in your system, the PAYF/SUSP/CANC tags will only block the level associated with them. It’s also possible for a member to have multiple levels and be blocked on some, but not others.
You do not need to create billing triggers for single payment products. You need one set of triggers for each product, not for each membership level.
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