How to Cancel a Customer's Membership at the Front of House (FOH)

Summary

Customers have the ability to cancel their membership at any time using different methods, depending on the membership cancellation settings. Ensure that your membership Terms and Conditions clearly outline the rules for cancellation.

Customers may be able to cancel their membership online, but in some cases, they might need to contact the Front of House (FOH) for assistance.

Please note that memberships with a status of Provisional, Expired, Cancelled, or Lapsed will have the Cancel Membership option disabled, as they are already in a cancelled or inactive state.

This guide provides instructions on how customers can cancel their membership online and how staff can cancel it on their behalf.

Step-by-Step Guide

Online Cancellation by Customer

1. Log in to the customers website.

   • The customer navigates to your online join website and clicks on Login.
     
     
     
     

2. Access My Account

   • The customer goes to the My Account tab.
     
     

3. Open the Membership Tab

   • The customer selects the Memberships tab.
     
     
     
     

4. Manage Membership

   • The customer locates the membership they wish to cancel and clicks on Manage Membership.
     
     

5. Cancel Membership

   • The customer clicks on Cancel Membership.
     
     

6. Confirm Cancellation

   • The customer clicks on Continue to finalize the cancellation.
     
     

Walkthrough Video

Cancel Membership on Behalf of a Customer

If the Allow Online Membership Cancellation setting is set to No, or if a customer requires assistance, staff can cancel their membership from the Front of House or Customers module.

1. Search for the Customer

   • Locate the customer by searching their name or ID.
     
     

2. Navigate to the Membership Tab

   • Open the customer's profile and select the Membership tab.
     
     

3. Cancel the Membership

   • Click on the Cancel button on the right hand side.
     
     

4. Select Cancellation Date & Reason

   • Choose the cancellation date and provide a reason.

   • Click on Continue.
     
     
     
     

   • Note: You can schedule a cancellation up to 3 months in advance.

     • For Fixed Memberships, you can cancel effective immediately.
     • For Recurring Memberships, the first available cancellation date will depend on the Notice Period for Cancellation of Ongoing Memberships setting, unless you have special permission to cancel immediately.

   • If the customer has any outstanding penalties, you will be prompted to address them now (pay or ignore).
     
     
     
     

5. Finalize Cancellation

   • Click on Cancel Membership to complete the process.
     
     

Video Walkthrough

Important Note:
After a membership is cancelled, the action is irreversible and cannot be undone. If you need to cancel a membership immediately, please refer to the corresponding guide for further instructions.

This guide will help you ensure that memberships are cancelled accurately, whether by the customer themselves or with the assistance of staff.