Answering questions

Members and prospective member ask general questions using either the members@ or info@ email addresses (support questions are asked via the support@ address).

The members@ address is the from address for most membership related automated email messages, like notices to pay your dues, etc.

The info@ address is the from address used for mass mailings sent to members.

Frequently asked memberhip questions include:

What’s included with our membership? Can I do X?

Both existing members and people interested in becoming members often have questions about hosting benefits. Sometimes these questions are very basic and other times they can be highly technical.

Can I talk to someone?

Often prospective members want to talk to a human to gauge whether or not they want to commit to a membership. Committing your Internet resources to a new organization is a big and consequential leap that’s hard to evaluate based on a web site.

Something went wrong with the membership payment

These are all different and require escalation to someone who can debug our CiviCRM installation.

Payment is coming, or can’t make a payment

Make a note in the database that their payment is coming. Or, request that they submit a formal request for a dues reduction.

Cancel membership

When asked to cancel a membership, it’s important to perform a cursory check first. If their hosting resources appears to currently be in use, it’s important to follow up letting them know exactly what services will be lost if they cancel.

Even if no services will apparently be lost, always respond with the “Membership Admin” relationship email in the cc: field and ask for a confirmation that they have downloaded all of their data. This step both ensures they have their data and understand that canceling their membership will result in permanently deleted data and also by cc:ing the primary contact it ensures that this request is not forged or asked by someone without authority.

Change contact information

Please see who do we contact for more details on how to properly assign contact information.

Facturas and payments in MXN

Any question related to payments made in MXN (Mexican pesos) should be forwarded to Primero de Mayo/Enlace Popular (see Members who pay in MXN).