Membership LOB Responsibilities

Question 1

The Membership LOB handles questions on

Answer 1

Members’ Accounts, Membership, and Billing inquiries. They also handle referral codes, shoe exchanges, sales questions and General Support inquiries.

Question 2

Century Club: All inquiries relating to the Century Club.

Answer 2

Codes
Obtaining Century codes/applying Century codes

Shirt Inquiries
Tracking Century Shirt shipments
Assist in placing shirt Century Shirt orders
Damaged Century Shirts

Sizing
All sizing questions and exchanges

Question 3

Membership: All questions/concerns regarding a Peloton Membership

Answer 3

Pause/Cancellation
Instructions and/or requests for devices, digital, iOS pause/cancellations

Extended warranty refunds

Reactivation
Reactivating a currently paused or canceled Membership

Transfers
Requests to transfer Membership to a new device and or user

Purchasing/Selling a Second-Hand Bike

FAQs
All general questions/feedback regarding Digital Membership, All-Access Membership, etc.

Question 4

Profile: Assist with any Member Profile related inquiries

Answer 4

Password Change/Reset
Creating/Accessing Profile
Language Filter Options
Adding Riders

Question 5

Add/Update Credit Card:

Answer 5

Updating Members’ credit card information

Question 6

Winback

Answer 6

Supporting a Member to the best of our ability to keep them within the Peloton community

Question 7

Make Good

Answer 7

Assisting a Member who recently purchased a Peloton product and would like to update their order based on a newly announced product.

Question 8

Hardware Returns

Answer 8

Submitting Bike/Tread/Tread+ returns if winback is unsuccessful

Question 9

Holiday/Event Promotions

Answer 9

Any questions regarding Peloton promotions and honoring relevant promotions

Question 10

Referral Codes

Answer 10

Any inquiries related to a referral code
Obtaining personal referral codes
Retroactively applying referral code discount

Question 11

Shoes

Answer 11

All information regarding shoes
Sizing
Cleats

Question 12

Sale Inquiries

Answer 12

All questions or concerns that do not need Sales’ assistance

Question 13

Accessory General Questions

Answer 13

If not a general question, please transfer to Sales

Question 14

Accessory Return Policies

Answer 14

All return questions or requests for accessories

Question 15

Warranty General Questions

Answer 15

If not a general question, please transfer to Sales

Question 16

Spare Parts

Answer 16

If a Member wishes to purchase a spare part that does not require troubleshooting

Question 17

Reimagine The Wait

Answer 17

All questions related to RTW codes and orders

Question 18

Studio

Answer 18

All Studio-related assistance
Scheduling classes
Questions regarding Studio sign-ups, locations, etc.

Question 19

Feedback

Answer 19

General Feedback
NPS Feedback
CSAT Feedback

Question 20

Trade-In / Make Good

Answer 20

MM should handle the Trade-In or Make Good process if the Member’s Peloton product has already been delivered.