Cancellations
Cancel an auto-renewing subscription
To cancel an auto-renewing subscription, click Customers > search for and select the customer > on their Profile, under Overview, locate the subscription & click the dropdown menu to the right > click Cancel Renewal.
Schedule a customer's subscription cancellation for a future date
To schedule a customer's subscription cancellation, click Customers > Customer List > search for the customer and select them.
Locate the subscription > click the dropdown menu to the right > click Cancel renewal
In the pop up menu, click Scheduled > Choose a date / time > click Schedule
Un-cancel a customer's subscription renewal
If you've accidentally cancelled a customer's next renewal and the subscription is now set to expire, you can reverse this action using the same dropdown menu you used to cancel it. To do this,
Navigate to the customer's profile > click that dropdown menu to the right of the subscription > click Un-cancel renewal
You'll be prompted to restart the membership on the day it was originally cancelled or today.
Remove the ability for customers to cancel renewing memberships.
To prevent customers from canceling their renewing memberships, head to Settings > General Setup > scroll to Misc. Account Settings > enable the toggle for 'Disable customers from being able to cancel their renewing memberships (overrides individual membership settings)'
Scroll to the bottom and click Save
By default customers are allowed to cancel their memberships if they are not tied down to a contract based membership. If the toggle mentioned above is enabled they will no longer be able to cancel on their own.
Any members who wish to cancel will have to contact the studio directly.
No-shows
I noticed a no-show fee was not charged when my customer no-showed? Why didn't this happen?
You might be missing this customer's subscription or pack in your no-show rules. No-show rules/penalties are each associated with a single subscription or pack.
So, double check what subscription or pack the customer used (from their customer profile click Activity > history > locate the booking > identify which membership they used).
Then check to see if its included in your rules (Settings > Customers > Cancellation Policy). If its not listed there, make sure to create a rule for that subscription. Check to see if there are any others listed in your Membership Index Page (Memberships > Subscriptions and Packs) that also need to be added as a rule.