Member Discount Registration Help

Eric Hermann
Eric Hermann
Seventh Anniversary Participant Facilitator 1
in Blackbaud Altru® General Discussions
Is anyone else having a lot of issues with members being able to register, sign-in, and receive discounts? It seems that a large portion of our members are unable to figure it out for themselves online and we are constantly processing rebates and refunds for discounts that should be applied at point of sale. On the front end, every time we post a new program or camp, I have to answer countless phone calls about discount errors or registration issues.


This is extremely inefficient and costly - has anyone found ways to properly guide members towards a successfully connected-to-membership Web Forms registration?
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  • Elizabeth Grover
    Elizabeth Grover
    Tenth Anniversary Kudos 2 August 2025 Monthly Challenge Badge Name Dropper
    Hi Eric,


    We faced the same thing when we reopened with only timed ticketing available. After fielding way too many calls and emails from frustrated members, we had our graphics department produce a quick video that walks members through the registration process and signing in to buy tickets, both on a laptop/desktop and a mobile device (since our home page looks very different on the mobile site):  https://vimeo.com/425900924/0d3df76f78 


    We posted the link to the video on our member page, in our FAQs and on our general FB page and members only FB page. It has drastically reduced the number of calls and emails and has been a lifesaver for us during our reopening period (I wish we had done it sooner!). Plus, it's so much easier to email the link to a member than having to go through the step by step process. We still get folks with issues (usually when they register with a different email address that what we have on their Altru account), and we end up merging a lot of records. But the video has helped so much.


    Best of luck - I understand the frustration!

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