Member Self-Service
Page-by-page reference for what members do in the portal — profile, membership, releases, orders, and payments.
This page is the canonical reference for what a member can and cannot do inside the portal. Use it for support documentation, training new hospitality staff, or just to know where to point a member when they ask.
Profile
Profile
Personal information and shipping address.
- Name
- First and last name
- Phone
- Optional. Used for SMS if enabled.
- Shipping address
- Street, city, state, postal code, country
What a member can do here:
- Update name, phone, shipping address
- Save changes (immediately reflected in your CRM)
- See but not edit their email — email changes require contacting you, to prevent account-takeover via address-update fraud.
Membership
The Membership page lists each club they belong to.
- Club name
- From your organization's clubs.
- Joined date
- Their membership start date.
- Tenure
- Years and months — used for milestone tasks.
- Next release
- If known, the date and theme of the next scheduled release for this club.
- Pause / Cancel
- Buttons to move themselves to ON_HOLD or CANCELLED.
Pausing membership
A member who clicks Pause moves to ON_HOLD. They're skipped from the next release in that club but retained as a contact. You can re-activate them from the dashboard.
Cancelling membership
A member who clicks Cancel is required to pick a cancellation reason (see Compliance Reporting for the reason list). The contact moves to CANCELLED.
Even after they cancel, you can change their status back to ACTIVE from the dashboard. The cancellation reason is preserved for reporting.
Releases
The Releases page shows upcoming releases the member is included in.
Spring 2026 Reds
Ships May 12 · Total $192.00
| Product | Qty | Price |
|---|---|---|
| 2022 Cabernet Sauvignon | 2 | $96.00 |
| 2023 Pinot Noir | 2 | $96.00 |
What a member can do per release:
- See exactly what they'll receive (with modifications applied)
- See the total they'll be charged
- Switch between shipping and pickup (if your release allows it)
- Update shipping address for that specific release
- Skip the release (becomes an excluded contact for that release only)
What they cannot do: change products, change quantities, or apply modifications. Those are dashboard-only operations on your side.
Orders
A list of past orders, oldest at the bottom. Each order links to the fulfillment detail.
Fulfillments
Live shipment tracking for every order. Statuses sync from the carrier:
| Status | Meaning |
|---|---|
| PROCESSING | Being prepared. |
| SHIPPED | Label created, in carrier hands. |
| IN_TRANSIT | En route per carrier tracking. |
| DELIVERED | Delivered. |
| AWAITING_PICKUP | Pickup-only — waiting for them. |
Members can also click through to the carrier's own tracking page if they want more detail than OnCloudWine surfaces.
Payments
A list of every charge. For each payment they can:
- See the amount, date, and linked release
- Request a refund (creates an internal task on your side; you action it)
- Update the card on file (handled directly by Stripe or Square; you don't see card numbers)
Updating their card
Click Update payment method
The button opens the processor's secure card-entry form (Stripe Elements or Square SDK). The form is rendered by the processor — OnCloudWine never sees the card number.
Enter the new card
They fill in card number, expiry, CVC, and ZIP.
Confirm
The new card is saved and becomes the default. The old card is detached.
Failed payments retry automatically
If they had a FAILED payment, they're prompted to retry it now. With a fresh card, the retry usually succeeds.
What members cannot do
A succinct reference of intentional limitations:
| Action | Why not |
|---|---|
| Change email | Risk of account-takeover. Member must contact you. |
| Switch clubs | Memberships are managed on your side; member can request a change. |
| See other members | Privacy; portals are single-tenant per member. |
| Apply modifications | Dashboard-only — keeps modifications in your control. |
| Issue refunds | Refunds need an internal review; member can request via support. |
| View internal notes | Notes you write on their contact are never visible to them. |