How to cancel a customer's membership with immediate effect via FOH

Summary

This guide explains how to cancel a customer’s membership immediately in cases such as behavioral misconduct, health & safety concerns, or violation of membership terms. It also outlines key considerations and implications of cancellation.

  • Eligible Membership Statuses: You can cancel memberships with statuses such as Active, Pending, Future, or Suspended.
  • Ineligible Membership Statuses: Memberships that are Provisional, Expired, Cancelled, or Lapsed cannot be cancelled, as they are already inactive. The “Cancel Membership” option will be greyed out.
  • Permissions: Ensure you have the correct user permissions to perform this action.
    • To grant permission: Edit the relevant security role, navigate to the Customer section, tick the Cancel Customer Membership Immediately box, and click Update.

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Video Walkthrough


Step-by-Step Guide

  1. Search for the Customer

  2. Navigate to the Membership Tab

    • Open the customer's profile and go to the Memberships section.

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  3. Manage the Membership

    • Select the membership you wish to cancel and click 'Manage Membership'.

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  4. Initiate Cancellation

    • Click the 'Cancel Membership' button.

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  5. Select Immediate Cancellation

    • Choose the 'Cancel Immediately' option.

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  6. Provide a Reason

    • From the dropdown menu, select the appropriate reason for the cancellation.

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  7. Review Details

    • Click 'Continue' to proceed.

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    • The next screen will show the final billing date.
      • Important: If the billing date is after the cancellation date, the customer may still be charged for an additional month without access to the facilities. Use the 'Go Back' option if you need to adjust the cancellation date.

  8. Confirm Cancellation

    • Click 'Cancel Membership' to finalize.

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    • A confirmation message will appear in the top-right corner, confirming the cancellation has been successfully processed.

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Important Notes and Considerations

  1. Irreversible Action:

    • Once a membership is cancelled, it cannot be undone.
  2. Pending Freeze Requests:

    • If there is a pending freeze request associated with the membership, it will be automatically rejected upon cancellation.
  3. Cancelling Frozen Memberships:

    • A membership with a Frozen status will move to Cancelled, overriding the freeze.
  4. Freeze Credits:

    • Credits from a frozen membership remain valid and can be applied toward a new membership, even after cancellation.
  5. Rejoining After Cancellation:

    • Customers can rejoin under specific rules:
      • A grace period may allow rejoining without a joining fee.
      • Outside the grace period, they are treated as new members.
  6. Cancellations Near Billing:

    • If a membership is cancelled within 10 days of billing, payment may still be processed:
      • If payment has been sent to the provider, the collection will proceed.
      • The customer must contact their bank or the facility for potential refunds.
  7. Timing of Cancellation vs. Payment Collection:

    • Cancellations close to payment collection may not prevent the transaction. The timing of the cancellation relative to the payment cycle determines whether the charge can be stopped.

By following these steps and considerations, you can handle immediate membership cancellations efficiently and ensure proper communication with the customer regarding any billing or credit impacts.

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