Why can’t I cancel a customer’s membership effective immediately?

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

1. At the organisation or site level, select Memberships from the left navigation menu.
2. Select the customer’s membership name.
3. In the General Details section, note the name of the Cancellation Policy.
4. At the organisation level, select Settings > Membership from the left navigation menu.
5. Select the Cancellation Policies tab.
6. Select the name of the Cancellation Policy that you have noted earlier.
7. Check the following fields.
1. Allow cancellation within minimum term?
   If no, then you will not be able to cancel the customer’s membership.
2. 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.

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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.

1. Go to the Memberships tab in the customer’s page.
2. For the membership that you had tried to cancel, select the More Actions  icon and then Undo Cancellation.
3. In the Membership Cancellation pop-up window, select Yes.
4. Return to the cancellation policy’s page.

B: Change the membership’s cancellation policy.

1. In the cancellation policy’s page, select Edit.
2. Make the necessary changes to the cancellation policy.
1. To allow cancellation within minimum term, select the toggle button to change it to Yes.
2. To remove the notice period, select the option No.
3. Select Save Changes.

C: Cancel the customer’s membership.

1. Go to the Memberships tab in the customer’s page.
2. Select the Cancel button for the membership to be cancelled.
3. In the pop-up window, complete the required details.
4. 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.

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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.

1. Go to the Payments tab in the customer’s page.
2. Select the Future debit.
3. In the debit's pop-up window, select Remove.
4. In the confirmation pop-up window, select Yes.
5. 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.

Related article

• How do I cancel the membership of a customer?
• How do I create a flexible cancellation policy?