Refunding a Membership Payment or Canceling a Membership

Chapters:

1. Managing Membership Details
2. Key Information of Membership
3. Refunding a Membership Payment
4. Cancelling a Membership
5. Editing a Membership Term
6. Setting up a Membership Cancellation Policy

Managing Membership Details

You can fully refund a membership payment from the membership detail page. To do this first view the details of a created membership:

Next, view the details of the client's purchased membership:

Once you are on the page, you can view all the payments made toward the membership and refund any payments.

Key Information & Overview Fields

• Client Details: Displays the client's name at the top along with their registered email address and a direct option to Send Email.

• Membership Plan & Type: Shows the specific plan name (e.g., 2 Class A Week Monthly) with an Actions dropdown menu, the Membership Type (e.g., Single), and a link to Change Membership Type.

• Financial Summary: Summarizes total lifetime Revenue generated and any Refunds issued for this membership.

• Membership Status: Displays the current status of the membership (e.g., Active).

• Remaining Credits: Displays available class credits, breakdown of rolled-over credits, and the upcoming renewal date (e.g., 10 of 10 credits left (includes 2 rolled over) - renews 16 OCT 2026).

• Next Payment & Account Owner: Lists the upcoming billing amount and scheduled charge date (e.g., $115.00 on 16 OCT 2026), as well as the designated Account Owner.

• Purchase Date: Records the original date the membership was purchased.

• Guest Passes: Displays current available guest pass balance (including rolled-over passes) along with an option to Edit Guest Passes.

Administrative Action Buttons

Located directly below the membership summary, quick-action buttons allow staff to make immediate manual adjustments:

• Adjust Renewal Date: Change or extend the next billing date.

• Adjust Payment Amount: Modify the recurring charge amount for future billing cycles.

• Adjust Credits: Manually add, remove, or modify remaining membership credits.

• Add Gift Card: Apply a gift card balance toward the membership payment.

Payments, Usage History and Pauses

The lower section features three tabbed views for detailed tracking: Payments, Usage History, and Pauses.

Under the Payments tab, the Payments by billing cycle table displays:

• Date & Billing Period: Itemizes past and upcoming renewal periods (labeled as Current period, Past, or Scheduled).

• Financial Breakdown: Lists individual line items for Revenue, Payment, and Refund amounts per cycle.

• Status: Shows current cycle status such as Paid or Scheduled.

• Row Actions: Provides an Actions dropdown menu on individual paid billing cycles to manage or adjust specific transactions.

Refund Payments

You can issue refunds directly for individual billing cycles from the client's membership details page.

1. Navigate to the client's Purchased Membership Detail page and ensure you are on the Payments tab.

2. In the Payments by billing cycle table, locate the specific billing cycle payment you want to refund.

3. Click the Actions dropdown menu next to that billing cycle row and select Refund.

4. In the pop-up modal, select your preferred refund method:

   

   • Refund as an account credit gift card: Issues the refunded amount as store credit or a gift card that the client can apply toward future purchases.

   • Refund back to their card: Returns the full payment directly to the original payment method used for the charge.

5. (Optional) Check the box for Also cancel this membership if you want to terminate the membership effective immediately upon processing the refund.

6. Click the pink Refund button to process the transaction.

Note on Partial Refunds: To issue a partial refund back to the client's credit card, you will need to process the transaction through your connected Stripe Dashboard, following this help article from Stripe.

Canceling a Membership

1. Navigate to the client's Purchased Membership Detail page.

2. Click the Actions dropdown menu next to the membership name and select Cancel Membership.

3. In the cancellation modal, choose when the membership should take effect:
   

   • End on Renewal: Keeps the membership active through the current billing cycle, ending access on the next scheduled renewal date.

   • End Immediately: Terminates access right away.

   • End on a specific date: Allows you to select a custom future date for the cancellation to take effect.

4. Review the summary under What will happen to confirm access end dates and payment adjustments.

5. (Optional) Check the box to Cancel bookings scheduled after [Date] using this membership if you want to clear upcoming class reservations beyond the end date.

6. Click Cancel Membership to finalize.

Editing a Membership Term

Editing a term allows you to adjust the total number of billing cycles for an individual purchased membership without altering the master template settings.

1. On the Purchased Membership Detail page, click the Actions dropdown menu and select Edit Term.

2. In the Edit term modal, check the box for Limit how many billing cycles this membership runs. This is a total number of billing cycles, so if someone is in their 10th cycle, their membership will end in 2 cycles.

3. Enter the total Number of cycles the membership should run before automatically expiring.

4. Click SAVE.

Note: Changes made via Edit Term apply strictly to this specific client's membership and will not impact other clients enrolled in the same plan.

Pause A Membership

If you'd like to temporarily suspend a membership rather than cancel it, learn how to Pause or Put a Membership on Hold.

Setting Up a Membership Cancellation Policy

Configure cancellation rules on a membership template or update them for an individual client.

1. Go to Memberships and edit a membership.

2. Set number of billing cycles for a membership before it can be cancelled. Leave it blank if they can cancel any time.

3. Client Notice Period: Enter the required notice days for client-initiated cancellations. Use 0 days to cancel at the end of the current billing cycle.

4. Limit Membership to Fixed number of Billing Cycles: Enter the number of billing cycles before the membership automatically ends (or leave blank to auto-renew indefinitely).

Policy Rules

• Effective End Date: Calculated as Request Date + Notice Days. The membership ends at the close of the first billing cycle on or after that deadline.

  Example: Request submitted May 9 with a 30-day notice (deadline: June 8). Because the May 30 renewal falls before June 8, the client pays May 30 and stays active through June 30.

• Staff Overrides: Staff can override notice rules and select any custom end date.

• Canceling Paused Memberships: Immediately ends the pause, credits unused pause days, and starts the real-time notice clock.

• Pending Access: Memberships stay Active until the final termination date, preserving class access and renewals until then.