Membership cancellations are an inevitable occurrence in business, and while regrettable, they do occur. Some businesses may choose to extend the option for customers to utilize the item and value credits they have accrued for a specified period following the termination date. Whether you opt for an immediate cancellation or schedule it for a later date, this article will guide you through the process of terminating a client's membership.
Things to know:
- Memberships set to cancel immediately will be canceled once the Cancel Membership button is selected. On the other hand, memberships with future cancellation dates will be terminated at the outset of the specified cancellation date.
- You can only charge a membership cancellation fee if the client has a card on file. Once you set up a cancellation fee on a membership, initiating a cancellation from the client's profile will trigger a pop-up asking if you want to charge the client the cancellation fee. If you agree, the system will automatically charge the fee to the client’s card on file.
- Once a membership has been canceled, restoration is not possible. In such cases, clients would need to add a new membership to their account if they wish to continue their membership.
- Unused credits from canceled memberships will be applied first before any credits from newly added memberships. Credits are applied on a first-in, first-out basis to ensure proper usage order.
- While membership is in Pending Cancellation status:
- The benefits will continue to be applicable
- The credit expiration date will initially align with the membership cancellation date until the membership is officially canceled. Subsequently, it will be updated based on the configured time frame specified in the "How long should item credits be valid after membership termination?" and "How long should value credits be valid after membership termination?" settings. As an example, if today is January 8, 2024, and the membership cancellation date is scheduled for January 20, 2024, the expiration date will be shown as January 20, 2024, until the membership is canceled. After the cancellation, assuming a 30-day validity period based on the settings, the credit expiration will be revised to February 19, 2024.
- After the membership is canceled, the item and value credits will remain usable for the duration specified in the settings labeled "How long should item credits be valid after membership termination?" and "How long should value credits be valid after membership termination?"
- As an example, if the configured setting is for 5 days and the membership is canceled on December 20th, the credits will maintain their validity until December 25th, 23:59:59, adhering to the business's timezone.
- Appointments scheduled within this specific timeframe (X days) will qualify to receive credit.
To cancel a client’s membership:
- Navigate to the Clients tab
- Search for the client
- Open the client's profile that you want to view
- Scroll down to the Memberships section
- Expand the arrow on the right next to the membership status
- Click the Edit Membership button
- Select the Cancel Membership link at the bottom left of the modal
- You have the option to either cancel the membership immediately or schedule a specific cancellation date
- Select a cancellation reason if configured. Learn more here
- Confirm action
If the cancellation is scheduled for a future date, the status will be updated to "Cancellation Pending." Additionally, you will have the option to cancel the termination before it takes effect.
If the cancellation is immediate, the status will be updated to "Canceled."
When initiating the cancellation of a membership that has an associated cancellation fee and the client has a credit card on file, the following pop-up will appear:
Once you select "Yes," the client's card on file will automatically be charged.
If payment was processed for the initial membership purchase, a second pop-up will appear after the cancellation fee prompt, asking if you want to issue a refund for the membership purchase.
For more information, contact us at support@mytime.com or (385) 233-6964.