Both recurring payment memberships and fixed-price memberships can be cancelled and reactivated from Venue Manager.
This article will show you how to cancel recurring and fixed-price memberships from Venue Manager, as well as how to reactivate both terminated memberships and memberships pending cancellation.
To learn how your guests can self-serve membership upgrades, cancellations and renewals from online accounts, see the guide Encourage guests to self-serve membership upgrades and renewals.
Key information
- By default, when you cancel a guest's recurring payment membership product, it's canceled at the end of the current billing period. However, you also have the option to cancel it at the end of a future billing period.
- When you cancel a guest's fixed-price membership, the cancellation comes into effect immediately. Fixed-price memberships cannot be reactivated, the guest will have to make a new purchase.
- While waiting for cancellation to take place at the end of the specified billing period, the recurring payment membership status shows Pending cancellation. The guest can still use their membership up until the date it's terminated (at the end of the billing period).
- While waiting for the cancellation to take place, if a guest changes their mind and wants to keep their recurring payment membership, you can reactivate it for them. Keep reading to find out how.
- Once cancellation takes place, all recurring payments and membership benefits stop and the membership status changes to Terminated. If a guest wants to reactivate their recurring payment membership after it has been terminated, you can reactivate it for them. Keep reading to find out how.
To learn how to update credit card details for recurring payment memberships at POS and from Venue Manager, refer to the guide Update recurring membership credit cards
Schedule cancellation of recurring payment memberships
To schedule the cancellation of a recurring payment membership, follow the steps below.
- From Venue Manager, find and open the booking for the recurring payment membership.
- Select the Items tab.
- Select the options menu (3 dots) next to the recurring payment membership you want to cancel.
- Select Cancel membership and a new pop-up will open.
- If there are multiple memberships in the booking, select the membership(s) you want to cancel, then select Next.
- By default, recurring payment membership cancellation occurs at the end of the current billing period. To cancel the membership at the end of a future billing period:
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- Untick the checkbox End of current billing period.
- Select the date drop-down to choose from the list of available cancellation dates.
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- [Required] Add Notes to explain the reason for the cancellation.
- When complete, click Cancel membership.
When you cancel a recurring payment membership, its status changes to Pending cancellation until the cancellation takes effect on the date you've selected. Once the cancellation goes through, all future payments and membership benefits stop, and the membership status changes to Terminated.
For example, a monthly recurring membership product was purchased on March 1st.
- On June 21st, the membership is scheduled to be cancelled on August 1st. Its status shows Pending cancellation.
- On July 1st, the membership payment will be automatically made, and member benefits will continue as per usual.
- On August 1st, membership payments and benefits will be stopped. Its status shows Terminated.
Cancel fixed-price memberships
- From Venue Manager, find and open the booking with the fixed-price membership.
- Select the Items tab.
- Select the options menu (3 dots) next to the membership item.
- Select Cancel membership.
- If there are multiple membership products in the booking, select the membership(s) you want to cancel, then select Next.
- [Required] Add Notes to describe the reason for the cancellation.
- Select Cancel membership.
The status of the fixed-price membership changes to Terminated and membership benefits cease immediately. The fixed-price membership cannot be reactivated, the guest will need to make a new purchase.
Reactivate cancelled recurring payment memberships
You can reactivate recurring payment memberships that are still pending cancellation, or ones that have been cancelled.
- From Venue Manager, find and open the booking with the recurring membership that you have scheduled to cancel or has been cancelled.
- Select the Items tab.
- Select the options menu (3 dots) for the recurring payment membership you want to reactivate.
- Select Reactivate membership.