Why is a member who is still paying and not coming a billing fix?
A member still on a live payment who has stopped coming is the studio being paid for nothing: the issue is the direct debit, not the relationship. Fix the billing and apologise first. A "we miss you" email to someone still being debited reads as a billing error.
How do you use this on your own list?
Paste the lapsed and cancelled member list into the tool on the home page. It sorts every non-customer into the three tiers, lifts out the still-paying silent lapse first, holds back a no-consent row and lists it, and drafts a dated win-back sequence with a different offer per tier, then an illustrative ranking of which tier to work first.
Which rules sit behind the consent gate?
The consent, sender-identity and unsubscribe obligations are held and stated on the rules page, per framework for Australia and the United States, each cited to its clause.
Frequently asked questions
How does the tool find the still-paying silent lapse?
It reads the payment state against the last visit. A row on a live debit whose last visit is well before the run date is lifted out as the first cut, above the three tiers.
Should the still-paying member get the win-back sequence?
No. They come off the sequence entirely until the billing is fixed. That is why the cut sits above the tiers and the offers never address it.
Related answers
- How do I work out which lapsed members to contact first?
- What is the difference between a refuser and an occasional user?
- How do I tell a freeze from a cancellation on my member list?