Understanding Branch Suspension vs Member Removal

Branch Suspension vs Member Removal

Understanding the difference between suspending an entire branch and removing individual team members.

Two Different Scenarios

It's important to understand that branch suspension and individual member removal are distinct actions with different impacts:

Branch Suspension

What Triggers Branch Suspension

• Policy issue: A policy condition needs resolving
• Verification lapse: e.g. Companies House status needs re-checking
• Admin action: Support team suspends branch for policy violations
• Manual suspension: Branch admin voluntarily pauses operations

What Happens When a Branch is Suspended

• Branch status changes to `suspended`
• All team members lose ability to submit new properties
• Existing published listings remain visible on the site
• Team can still log in and view their properties
• Enquiries continue to be received
• Cannot invite new team members
• Cannot edit branch settings while suspended

How to Restore a Suspended Branch

1. Go to Branch Management
2. Check the branch status panel
3. Contact support to resolve the suspension
4. Work with support to lift the suspension
5. Once resolved, the branch reactivates
6. All team members regain property submission ability

During Suspension

You'll see warning messages:

• "Branch suspended - cannot submit properties"
• "Contact branch administrator or support for help"
• Red banner on My Properties page

Individual Member Removal

Who Can Remove Members

• Branch Admins: Can remove anyone (managers, negotiators) except themselves
• Managers: Can remove negotiators only (not other managers or admins)
• Negotiators: Cannot remove anyone

How to Remove a Team Member

1. Go to Branch Management
2. Find team member in the list
3. Click "Remove" button next to their name
4. Confirm removal in popup
5. Member is removed immediately

What Happens to the Removed Member

• Removed from `#__domovita_branch_members` table (or status set to 'removed')
• User group changed from "Estate Agents" to "Property Users"
• Loses all Estate Agent privileges:
  • Cannot submit new properties
  • Cannot access branch management
  • Cannot see other team members
  • Cannot use bulk operations
  • Contact details no longer shown publicly
• Reverts to regular user (1 property limit, moderated submissions)

What Happens to Their Listings

• Properties stay with the branch
• Listings remain published and visible
• `created_by` field still shows their user ID
• Other team members can still edit these properties
• Properties count towards branch quota
• Branch admin can reassign ownership if needed (contact support)

Can They Be Re-Invited?

• Yes - send a new branch invite
• They regain Estate Agent privileges when they accept
• Access to previous listings restored

Key Differences Summary

Branch Suspension

• Temporary: Usually resolved once the flagged issue is cleared
• Affects everyone: All team members impacted equally
• External trigger: Often due to payment/admin issues outside team control
• Listings unaffected: All existing properties remain visible
• Reversible: Automatic reactivation on payment

Member Removal

• Permanent: Requires new invite to rejoin
• Affects individual: Other team members unaffected
• Internal decision: Deliberate action by admin/manager
• Listings stay: Properties remain with branch, not person
• Reversible: Can re-invite, but requires acceptance

Both Can Coexist

Scenario Example:

1. Branch has 5 team members
2. Branch flagged for a policy issue → Branch suspended (all 5 lose submit ability)
3. Meanwhile, one member leaves company → Individual removed
4. Issue resolved → Branch reactivates
5. Result: 4 remaining members can submit again; removed member still locked out

Warning Messages

"Branch suspended"

Meaning: Branch is suspended

Action: Contact support (if admin) or your branch admin

"You are no longer a member of this branch"

Meaning: You were individually removed

Action: Contact branch admin if you believe this is an error

"Access denied"

Could mean: Either branch suspended OR you were removed

Action: Check Branch Management page for details

Best Practices

For Branch Admins

• Communicate: Warn team before suspension due to planned downtime
• Document: Keep records of why members were removed
• Reassign: Transfer ownership of critical listings before removing key members
• Monitor: Set up payment alerts to prevent accidental suspension

For Team Members

• Check status: If you can't submit, check Branch Management for suspension vs removal
• Respect roles: Only admins can resolve suspension issues
• Exit gracefully: Request removal formally when leaving company

Troubleshooting

"I can't submit properties - is it me or the branch?"

1. Go to Branch Management
2. Check the branch status panel:
   • Red/warning status = Branch suspended
   • Green/active status = You might be individually removed
3. Check team member list:
   • If you're not listed = Removed
   • If you're listed but can't submit = Branch suspended

"Branch shows active but I still can't submit"

• Try logging out and back in
• Try logging out and back in
• Clear browser cache
• Contact support with branch ID

"Member removed by mistake - how to restore?"

• Branch admin sends new invite to same email address
• They accept invite
• Privileges restored (existing listings already still there)