Migrations & Bulk Subscription Management Frequently Asked Questions

Common questions about migrating customers and subscriptions from competitor platforms, managing bulk subscription operations, and handling payment account number transfers.

Product Capabilities and What It Can Do

Q: Can I migrate customers from Stripe to Zipper?

A: Yes! Zipper supports direct Stripe imports. You can import all customers, their payment methods, and active subscriptions directly from your Stripe account. The system automatically matches customers by email and preserves payment methods and subscription history.

Q: Can I migrate from MindBody or Glofox?

A: Yes! Zipper supports migrations from MindBody and Glofox through a payment account number (PAN) transfer process. First, payment account numbers are transferred from the competitor platform to Stripe, then customers are imported into Zipper with their payment methods preserved.

Q: Can I restart cancelled subscriptions?

A: Yes! You can restart previously cancelled subscriptions without creating new subscription records. This preserves the original subscription history and billing information.

Q: Can I start subscriptions for multiple customers at once?

A: Yes! Zipper provides bulk subscription management tools. You can start subscriptions for multiple customers using either a guided wizard interface or CSV import. Both methods allow you to configure payment methods, start dates, pricing, and discounts.

Q: Can I transfer payment account numbers from competitors?

A: Yes! For MindBody and Glofox migrations, Zipper supports PAN transfers. The process matches customers by barcode ID, transfers payment account numbers to Stripe, and then imports them into Zipper with payment methods preserved.

Q: Can I automatically set up family relationships during migration?

A: Yes! Zipper can automatically detect family relationships from competitor data. The system categorizes family members as parents or children based on relationship types, then creates guardian relationships in bulk.

Q: Can I assign subscriptions to children from parent accounts?

A: Yes! After establishing family relationships, you can assign subscriptions and one-time purchases to children from parent accounts. This supports family billing models where parents purchase for their children.

Q: Can I import customers from CSV files?

A: Yes! Zipper supports CSV imports with custom field mapping. You can map CSV columns to Zipper fields, review and edit import items before processing, and bulk create customer records.

Q: What happens if some operations fail during bulk processing?

A: Zipper handles partial success scenarios. If some operations fail during bulk processing, successful operations still complete. You'll receive detailed error reports for failed items, allowing you to fix issues and retry.

Q: Can I customize welcome emails for imported customers?

A: Yes! You can customize welcome email templates before sending them to imported customers. This allows you to communicate migration details and next steps.

How to Use the Product

Getting Started

Q: How do I get started with a Stripe migration?

A: To migrate from Stripe:

1. Ensure your Stripe account is connected to Zipper
2. Navigate to CRM > Import in your dashboard
3. Select Stripe as the import source
4. The system will fetch all customers and subscriptions from Stripe
5. Review and edit import items as needed
6. Process the import to create customer records
7. Use bulk subscription tools to start subscriptions for imported customers

Q: What do I need before I can migrate from MindBody or Glofox?

A: Before migrating from MindBody or Glofox, you need:

1. Customer data exported from the competitor platform with barcode IDs
2. Payment account numbers transferred to Stripe (PAN transfer process)
3. Stripe account connected to Zipper
4. Products created in Zipper that match competitor products

Q: What permissions do I need to perform migrations?

A: You need to be an organization owner or admin with permission to manage customers and subscriptions. Contact your organization owner if you need these permissions.

Common Tasks

Q: How do I start subscriptions for multiple customers?

A: You can start subscriptions in bulk using two methods:

Method 1: Guided Wizard

1. Navigate to Products > Select a product > Customers tab
2. Click Start subscriptions > Guided wizard
3. Step 1: Select customers from your roster
4. Step 2: Configure payment methods and start dates
5. Step 3: Configure subscription pricing and discounts
6. Step 4: Review and confirm subscription starts

Method 2: CSV Import

1. Navigate to Products > Select a product > Customers tab
2. Click Start subscriptions > Import from CSV
3. Upload your CSV file with customer data
4. Map CSV columns to Zipper fields
5. Review and confirm subscription starts

Q: How do I restart a cancelled subscription?

A: To restart a cancelled subscription:

1. Navigate to the customer's profile in CRM
2. Find the cancelled subscription in their subscription list
3. Use the subscription actions to restart it
4. The system will reactivate the subscription without creating a new record

Q: How do I transfer payment account numbers from MindBody?

A: The PAN transfer process for MindBody involves several steps:

1. Export customer data from MindBody with barcode IDs
2. Match customers to Stripe: The system matches MindBody customers to Stripe customers using barcode ID metadata
3. Transfer payment methods: Payment account numbers are transferred from MindBody to Stripe
4. Import to Zipper: Customers are imported into Zipper with payment methods preserved

This process is typically handled by Zipper's migration tools or support team.

Q: How do I set up family relationships during migration?

A: Family relationships can be set up automatically during migration:

1. Export relationship data from the competitor platform
2. Import customer data into Zipper
3. Run family arrangement tool: The system detects family relationships from competitor data
4. Review relationships: Verify parent-child categorizations
5. Create guardian relationships: The system creates guardian relationships in bulk

You can also manually create family relationships through the CRM by assigning guardians to children.

Q: How do I assign a subscription to a child account?

A: To assign a subscription to a child account:

1. Navigate to the parent's customer profile in CRM
2. Find the subscription you want to assign
3. Click Assign to child account
4. Select the child from the list of guardian relationships
5. The subscription will be assigned to the child while remaining on the parent's account

Q: How do I cancel multiple subscriptions at once?

A: To cancel subscriptions in bulk:

1. Navigate to Products > Select a product > Customers tab
2. Select the subscribers you want to cancel
3. Click Cancel subscriptions
4. Choose cancellation strategy:
   • Cancel at period end (subscription remains active until current period ends)
   • Cancel on specific date (subscription remains active until specified date)
   • Cancel now (subscription cancelled immediately)
5. Review and confirm cancellations

Configuration and Settings

Q: How do I configure subscription start dates during bulk operations?

A: When starting subscriptions in bulk:

1. In the Configure Payment & Start Date step, you can set:

   • Immediate start: Subscriptions start immediately
   • Future start date: Schedule subscriptions to start on a specific date
   • Proration mode: Control how prorated charges are handled

2. You can set different start dates for different customers if needed

Q: How do I apply discounts to bulk subscriptions?

A: When starting subscriptions in bulk:

1. In the Configure Subscription Pricing step, you can apply:

   • Fixed amount discounts: Reduce price by a fixed dollar amount
   • Percentage discounts: Reduce price by a percentage
   • Custom pricing: Set individual prices for each customer

2. Discounts are applied when subscriptions are created

Q: How do I map custom fields during CSV import?

A: During CSV import:

1. After uploading your CSV file, you'll see a field mapping interface
2. Map each CSV column to a Zipper field:
   • Standard fields: email, first name, last name, phone
   • Custom fields: Map to your organization's custom fields
3. You can skip columns that don't need to be imported
4. Save the mapping for future imports

Troubleshooting

Q: Why can't I see the Import option in CRM?

A: If you don't see the Import option:

1. Check permissions: You need to be an organization owner or admin
2. Check organization settings: Ensure imports are enabled for your organization
3. Contact support: If you have the right permissions but still don't see it, contact support

Q: Why do I get errors when importing customers?

A: Common import errors and solutions:

• Duplicate email: Customer already exists in roster. The system will match to existing customer instead of creating duplicate.
• Missing required fields: Ensure all required fields (email, first name, last name) are provided in import data.
• Invalid email format: Check that email addresses are properly formatted.
• Product not found: Ensure products referenced in import data exist in Zipper.

Review the error report for specific issues and fix them before retrying.

Q: Why can't I start subscriptions for some customers?

A: Common reasons subscriptions can't be started:

• No payment method: Customer doesn't have a payment method. Add a payment method first.
• Product not configured: Product doesn't have a Stripe product ID. Configure the product first.
• Invalid customer: Customer record is invalid or missing required information.

Check the error report for specific issues and fix them before retrying.

Q: What does "No Stripe customer found" mean?

A: This error means the customer doesn't have a Stripe customer record associated with their roster entry. To fix:

1. Ensure the customer has a payment method added
2. Or use external payment subscriptions instead of Stripe subscriptions
3. Or create a Stripe customer record for the customer first

Q: Why don't payment methods transfer correctly?

A: Payment method transfer issues can occur if:

• Barcode ID mismatch: Customer barcode IDs don't match between competitor and Stripe. Verify barcode IDs are correctly set in Stripe metadata.
• No payment methods: Customer doesn't have payment methods in Stripe. Ensure payment methods exist before transfer.
• Payment method expired: Payment methods may have expired. The system prioritizes latest expiring cards.

Check the migration logs for specific payment method matching issues.

Edge Cases and Advanced Usage

Q: What happens if a customer already has an active subscription for a product?

A: If a customer already has an active subscription for a product, the system will skip creating a duplicate subscription. You'll see a warning in the import results indicating which customers already have active subscriptions.

Q: Can I migrate subscriptions with different pricing?

A: Yes! During bulk subscription start, you can set custom pricing for each customer. This allows you to preserve original pricing from competitor platforms even if it differs from your standard product price.

Q: How do I handle customers who don't have payment methods?

A: For customers without payment methods, you have options:

1. Create subscription invites: Create package invites that customers can accept and add payment methods
2. Use external payments: Mark subscriptions as external payments (cash, check, etc.)
3. Add payment methods first: Add payment methods to customers before starting subscriptions

Q: Can I migrate historical subscription data?

A: Yes! When importing subscriptions, you can preserve:

• Original start dates
• Subscription history
• Payment history
• Billing cycles

This maintains accurate historical records in Zipper.

Q: What happens to cancelled subscriptions during migration?

A: Cancelled subscriptions are imported but marked as cancelled. You can restart them later if needed. The system preserves cancellation dates and reasons.

Q: How do I handle family relationships when parents and children have different last names?

A: The family arrangement tool uses relationship data from the competitor platform, not just last names. As long as relationships are properly defined in the source data, the system will correctly identify family members regardless of name differences.