Enabling Online Cancellations For Members

To enable cancellations, navigate to Labels & Membership > Membership Levels and create or edit the membership level:

Under Cancellations you can choose to allow the cancellation to take effect immediately or take effect later upon the expiration of their current membership:

On the membership level Actions tab, you can configure actions that occur when the member triggers the membership cancellation request:

If the cancellation takes effect later (upon expiration of current membership), you can configure actions that occur when the cancellation becomes effective (separately from the actions when the cancellation is requested):

For example, you can send an email acknowledging the member's cancellation request with their upcoming cancellation effective date, then a separate email later notifying them that the cancellation has taken effect.

Note 1: Past Due actions for the membership level do not apply to cancelled members - use the Cancellation Request or Cancellation Effective actions.

Note 2: You can configure actions to delete accounts automatically upon cancellation (under the cancellation request actions if the cancellation is effective immediately, or under the cancellation effective actions if the cancellation is deferred). If you choose to delete the accounts through these automated actions, do be aware that all data is deleted when the account is deleted, including financial data. Once the account is deleted it will not be included in any corresponding reports (eg. in the Dashboard reports or in the daily membership email report), so there may not be any record of the member's cancelation. For this reason automated deletions are not recommended.

Cancellation Experience For Members

Once cancellation is enabled, members will see a Cancel Membership button from the Manage Account screen. Do note that only the primary account user can cancel memberships.

There are differences for a cancelled member as compared to a lapsed member who is past due:

• After a member has requested cancellation, they will no longer receive Upcoming and Past Due renewal notices.
• Members are removed from the directory as soon as the cancellation is effective. The grace period for past due members does not apply.
• Members lose access to member only content as soon as the cancellation is effective. The grace period for past due members does not apply.

After a member has requested cancellation, if their account has not been deleted they will have the option to rejoin from the Manage Account page. Note that for rejoining members, Past Due Charges (under the membership level settings) and New Member Application Fees do not apply.

Adjusting Cancellation Effective Date

For cancelled members, on the account timeline instead of Membership Expired or Next Renewal Date, admins will see Membership Cancelled or Membership Cancellation Pending indicating the membership cancellation effective date. To adjust the membership cancellation effective date admins can edit the date for this entry.

Undo Cancellation As Admin

To "un-cancel" a member, from the Membership Billing tab of the account, click on Update and then set the billing option to "Unassigned / Manual Billing" then click Save.

Cancellation Reporting

If you enable online cancellations for your membership levels, the Dashboard will include numbers for Pending Cancellations and Cancelled members under Current Stats and Stats History.

From Dashboard > Membership, additional sections are added for Upcoming Cancellations and Cancelled.

The daily membership email report will also include a list of cancellation requests and cancelled members.

Note 1: If the cancellation request or cancellation effective actions specified under the membership level settings trigger the deletion of the account, the account will not be included in the reports following the deletion.

Note 2: Pending cancellation and cancelled sections/stats will not be included if your membership levels do not have cancellations enabled.