The ability to cancel a customer’s membership is dependent on the membership’s cancellation policy. If a customer’s membership cannot be cancelled, a notification message will appear with the explanation. If you can’t seem to cancel the membership effective today, the reasons could be one or a combination of the following:
- Cancellation is not allowed within the membership’s minimum term.
- Cancellation will only take place after the notice period is served.
How to check the membership’s cancellation policy
- At the organisation or site level, select Memberships from the left navigation menu.
- Select the customer’s membership name.
- In the General Details section, note the name of the Cancellation Policy.
- At the organisation level, select Settings > Membership from the left navigation menu.
- Select the Cancellation Policies tab.
- Select the name of the Cancellation Policy that you have noted earlier.
- Check the following fields.
- Allow cancellation within minimum term?
If no, then you will not be able to cancel the customer’s membership. - Notice period?
If yes, then the cancellation will not take effect until the stated notice period has passed.
WORKAROUND
Option 1: I still wish to cancel a particular customer’s membership on today’s date.
Option 2: I only wish to stop the customer’s future billings after the cancellation.
Option 1
How to cancel the customer’s membership effective on today’s date
A: If you have already cancelled the customer’s membership, first undo the cancellation. If you have not, skip to part B.
- Go to the Memberships tab in the customer’s page.
- For the membership that you had tried to cancel, select the More Actions
icon and then Undo Cancellation.
- In the Membership Cancellation pop-up window, select Yes.
- Return to the cancellation policy’s page.
B: Change the membership’s cancellation policy.
- In the cancellation policy’s page, select Edit.
- Make the necessary changes to the cancellation policy.
- To allow cancellation within minimum term, select the toggle button to change it to Yes.
- To remove the notice period, select the option No.
- Select Save Changes.
C: Cancel the customer’s membership.
- Go to the Memberships tab in the customer’s page.
- Select the Cancel button for the membership to be cancelled.
- In the pop-up window, complete the required details.
- Select OK.
Remember to change the membership’s cancellation policy back to its original settings if you do not want the changes to be applied permanently.
Option 2
How to stop the customer’s future billings
This step enables you to retain the membership’s cancellation policy as it is and not undo the cancellation.
Note: You can remove future billing invoices only if there are no failed or missed payments. To perform this step, you need to first recover all outstanding payments.
- Go to the Payments tab in the customer’s page.
- Select the Future debit.
- In the debit's pop-up window, select Remove.
- In the confirmation pop-up window, select Yes.
- Repeat for all future debits that you wish to remove.
To restrict the customer from entering your site from today onward, you can put him or her on access hold.
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