How to cancel a membership?

Dissatisfaction, lack of time, moving house, illness, pregnancy… One of your members wishes to cancel his/her membership. You can decide when his/her access rights will come to an end as well as the financial consequence it will induce.

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STEP 1: GO TO “MEMBERSHIP” IN THE MEMBER FILE

Go to the member  file and then to Membership.

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Go to the member file of the member concerned and select Memberships tab.

Select the 3 dots on the right of the membership then the action 'Cancel membership'.

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STEP 2: PROVIDE INFORMATION ABOUT THE CANCELLATION

 

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  • Date request received: For example, if the request is recieved on 22/09/2023, input this date.
  • Reason for cancellation: Give the reason why the member wants to cancel the membership. These reasons can be amended from the list in Settings > General > Member information > List of reasons for cancellation.
  • Effective cancellation date: Give the date when the cancellation is effective. The member's membership will expire on this date.

Important - Choose the effective cancellation date carefully

The cancellation date you choose is very important. Depending on this date, you may or may not decide to refund the current month on a pro rata basis. The current month for which you can later determine what is refunded or not is the month in which the effective cancellation date falls. The calculations are explained in step 3 of this article, so finish reading if you don't know which date to choose, it will be clearer at the end of the article 😉

  • Internal comments: if needed, add an internal comment which is part of information in the member file.

Select Next.

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STEP 3: DECIDE THE FINANCIAL IMPACT ON THE CURRENT PERIOD

What you need to know

This section explains how any refunds following cancellation are calculated. It depends on whether or not the different calculation modes are activated on the club. If one of the calculation modes is not visible, please contact your Support service.

Attention

Certain specific cases concerning the financial impact are explained at the end of the article.

On this screen, we will determine how the amount of the credit note created as a result of the cancellation is calculated. There are several possibilities, and depending on the choice you make, the details of the calculation are shown.

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We will take two examples: one of a pro rata membership, the other of a date-by-date membership. The financial impact of each cancellation option is explained below each diagram.

Case #1 - With a pro rata membership

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In this case, the membership is cancelled on 04/04. A payment is due on 15/04 for the whole of April. A direct debit is due in May, but not yet in "in progress" status.

 

Do not balance the current period

The member paid his March instalment on 15/03. If the current instalment (that of 15/04) is not repaid, the member will be charged, as usual, the amount equivalent to a full month for the whole of April (service date from 01/04 to 30/04). The May due date (15/05) will not be billed.

Balance the current period on a pro rata basis.

The member paid his March instalment on 15/03. The pro rata repayment is used to repay the number of days not used in April. A credit note is created for the total value of the current month - the value of the number of days used. In our example, we calculate a total value of 30 days in April and subtract the number of days used (3 days from 1 April to 4 April excluded).

A credit note will be generated on the current 15/04 due date, to reduce it. The May due date (15/05) will not be generated or deducted.

Balance the current period in full.
The member has paid his March instalment. In order to refund the current period in full (the month of April), a credit note will be generated on the due date of 15/04: the member will have nothing to pay on that date). The May due date (15/05) will not be invoiced.

 

Case #2 - With a date to date membership

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Do not balance the current period.

The member paid his March instalment on 20/03. If the current instalment (that of 20/04) is not paid, the member will be debited, as usual, with the amount equivalent to a full month for the whole month (date of service from 10/04 to 09/05). The May instalment (20/05) will not be billed.

Balance the current period on a pro rata basis.

The member paid his March instalment on 20/03. The pro rata refund is used to refund the number of days not used in the current month (service date from 10/04 to 09/05). A credit note is created for the total value of the current month - the value of the number of days used. In our example, we calculate a total value of 30 days from 10/04 to 09/05 and subtract the number of days used (3 days from 10/04 to 14/04 excluded).

A credit note will be generated on the current due date of 20/04, to reduce it. The May due date (20/05) will not be invoiced.

Balance the current period in full.
The member has paid his March instalment. To refund the current period in full (the month from 10/04 to 09/05, a credit note will be generated on the 20/04 due date: the member will have nothing to pay on that date). The May due date (20/05) will not be billed.

 

Once you have decided on the financial impact, select CONFIRM CANCELLATION.

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STEP 4: PROVIDE  THE MEMBER WITH A CANCELLATION CERTIFICATE

This step is not compulsory, it can be added if needed.

To activate this feature, go to Settings > Legal and Financial > Clubs/Legal > Clubs > Select the club > Check the following box:

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If this feature is activated, when cancelling, you can propose the member to sign a certificate (touchpad or sms) containing the main information about this cancellation. After the cancellation, this certificate can be printed.

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DRAPEAU.JPGSTEP 5: COMMUNICATE WITH THE MEMBER ABOUT CANCELLATION

Useful information

If the automated campaign of cancellation is configured in Smartmessaging, then this step is not required as communication is sent in all cases when the cancellation is completed. If this step appears but you want to hide it, contact the Support service to deactivate it. 

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If this step appears and you still haven't configured your Smartmessaging campaign for cancellation, you can select the template from the drop-down list, and CONTINUE. If you don't want to inform the member of the cancellation, or this step appears but the Smartmessaging campaign already exists on your club, then select IGNORE.

DRAPEAU.JPGSTEP 6: CONTROL THE BOOKING SCREEN CONTROL AFTER CANCELLATION

To prevent the class being occupied by unfulfilled bookings, you can check for future bookings after a membership or bolt-on has been cancelled.
When a membership or bolt-on is cancelled, a warning appears if the member still has future bookings.

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Select 'See bookings':

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From the upcoming bookings control screen,you can unsubscribe the member who is the subject of the cancellation from the relevant slots after the cancellation date. In this way, ensure that class participants are not members affected by a cancellation who do not turn up.

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In the Membership tab, you may find all information regarding the membership and its cancellation

Furthermore, you can learn whether the cancellation produced a credit note.

If you want to make sure Iyou've done the right thing regarding the financial impact, select the three dots in the timeline, then Consult schedule steps.

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That's it, the membership has been correctly cancelled. As long as the cancellation is not effective, you can always cancel it using the three dots on the membership.

Special cases of cancellation

  • Linked bolt-ons: in the case of cancellation of a bundle with a membership and linked bolt-ons, cancellation of the membership or the bolt-on will result in cancellation of the membership and the bolt-ons. The same applies to bundles. If bolt-ons are linked to the bundle, cancellation will affect all the bolt-ons in the bundle. A message will always indicate all the products affected by the cancellation.

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  • Special cases of financial impact

1) If you cancel on the first day of the service period, the instalment will necessarily be repaid in full.

2) Cancellation via direct debit rejection and customer closure will always be applied using the "Do not refund - current period" method.

3) Online cancellations and cancellations of fully billed memberships are still carried out using the old method: a credit note is applied to all instalments due after the effective cancellation date.

 

 

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