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.
Did you know that? 💡
It is possible to give members the possibility to cancel their memberships directly online. More about it in this article.
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STEP 1: GO TO “MEMBERSHIP” IN THE MEMBER FILE |
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 |
1)Date request received: For example, if the request is recieved on 04/10/2024, input this date.
2)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.
3)Cancellation date options: Here there are two ways of indicating the date on which the cancellation will take effect. In all cases, the member's membership will end on the chosen date.
Information 💡
The date that appears by default in all cases takes into account the date of receipt of the request and any notice periods and the end of the membership commitment. You can always change if if necessary. However, if you wish to lock it to prevent any manual changes, please contact our support department.
As for the two options for setting the date on which the membership will end, here there is the choice between the 'renewal date' or the 'open date'.
Good to know
Depending on what has been agreed with your project manager, you may not see the 'open date' option. Contact our support department if you need to activate the open date.
- Renewal date mode
The 'renewal date' mode allows cancellation to take effect at the end of a full month's membership, simplifying management. Simply choose one of the dates from the list. No prorating, no refund management! This is the option we recommend for hassle-free management.
- Open date mode
However, Xplor Gym also offers you the option of an open date. If you choose an open date, you can decide to settle the current invoice, not to settle or to settle on a pro rata basis for the days used. The advantages are total flexibility and the possibility of adjusting charges according to actual usage, with the pro rata mode for example.
Amounts paid with the open date💡
If you choose an open date, you will need to decide, depending on what is activated on your club, which deadlines will be settled and how (pro rata, total or nothing). All these options are explained in Step 3 of this article.
More clicks and perhaps a little more thought with this open date...But it's a possibility that exists!
Our tip💡
It is possible to customise access to the 'open date' mode according to the specific needs of your organisation. You can choose to make both modes visible or restrict access to the open date.
For even more detailed management, it is possible to activate both modes for certain profiles, such as managers, while others, such as sales consultants, can only access the 'renewal date' mode.
Adapt this configuration to suit your structure. To make these changes, contact our support department, who will be responsible for implementing them.
In the case of memberships in full, there will never be a renewal date, but even if the 'renewal date' option is not activated, you will be able to select a date in the field.
4)Comment (not required) - Finally, you can add an internal comment which will appear on the member file for information purposes.
Click on Next.
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STEP 3: DECIDE THE FINANCIAL IMPACT IN THE CASE OF AN OPEN DATE |
What you need to know💡
This section explains how any refunds following cancellation are calculated. If you have selected the 'renewal date' mode, a simple message will appear informing you that direct debits will be stopped from the chosen date. No financial items will be created.
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.
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
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.
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.
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.
Case #2 - With a date to date membership
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.
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.
Once you have decided on the financial impact, select CONFIRM CANCELLATION.
Warning⚠️
Some specific cases concerning the financial impact are explained at the end of the article.
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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:
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.
STEP 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.
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.
STEP 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.
Select 'See bookings':
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.
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.
- Special cases relating to the financial impact of cancellation on renewal date
1) In the case of memberships in full, there will never be a renewal date, but even if the 'renewal date' option is not activated, you will be able to select a date in the field.
2) If the invoice for a due date that arrives after cancellation is part of a direct debit file that has already been sent to the bank, a reusable overpayment will be created on the member file.
3) With this cancellation method, it is not possible to cancel in the past (so open dates must be authorised).
4) Example of a default proposed date with notice and commitment date: let's say a member asks to cancel a full-month membership on 27/09, and you have 10 days' notice. In this case, the next renewal date will fall on 01/11. In fact, the 10 days takes you to 7 October, which is not a proposed renewal date, so the next renewal date is 01/11.
- Special cases relating to the financial impact of cancellation on an open date
1) If you cancel on the first day of the service period, the due date will necessarily be balanced in full.
2) Cancellation via direct debit rejection and member closure will always be applied using the 'Do not balance - 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.
Typing mistake when providing the reason?
No panick! It is possible to change the reason for cancellation afterwards in the member file > Memberships > 3 dots > Change the reason for cancellation. If this option is not available yet on your profile, contact the Support service.
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