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.
Note: You can always save these changes, then return later to edit the day of the renewal by using the Edit option at the top of the dropdown menu pictured above.
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.
Note: You can always save these changes, then return later to edit the day of the renewal by using the Edit option at the top of the dropdown menu pictured above.
Disable membership renewal cancellations
Remove the ability for customers to cancel renewing memberships.
There is currently an option available to prevent customers from canceling their renewing memberships. However, this feature must be enabled within the General setup section of the dashboard.
Typical Questions
Disable Membership Cancellations
Click on Settings
Click on General set-up under the Host account section
Under the Misc. account settings enable the Disable customers from being able to cancel their renewing memberships (overrides individual membership settings) toggle
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.
Customer Membership Cancellation View on Profile
If the mentioned setting is disabled, customers can cancel their membership via their customer profile.
Why was a student not charged a no-show penalty fee?
If a student's profile does not show a payment failure for a no-show fee, it may be because the membership they used for the booking was not added to the penalty rules list.
How to check for this:
To determine if this is the case, head over to the customer's profile and find the class booking, for which they should have received a no-show penalty.
Click on Customers
Click on Customer List
Find the customer in question
Click on the Activity tab
Click on History
Find the booking in question and click on the "Membership" button
The Payment details page will appear and you will see the Membership used for the class
Now that you have the name of the membership head over to the Cancellation Policy page to see if this membership is included in the list of no-show penalty rules
Click on Settings on the lower left corner of your dashboard
Click on Cancellation policy under Customers
Now review your Auto-charges for late cancellations & no-shows rules
If the Membership is not listed in this section this confirms the reason a customer was not charged a no-show fee for their booking
