Cancelling a Membership in Gladstone 360

Problem

Front of house supervisors and membership administrators need to cancel a membership in Gladstone360 so that collections stop, using an allowed cancellation date, with the right cooling-off refund.

Resolution

1. Open the membership

   • Open the member's record, then go to Contacts (or Check-in) > Memberships.

2. Start the cancellation

   • On the subscription, choose Options > Cancel.

3. Choose the date and reason

   • Choose the cancellation date and the reason from the drop-down. Add a note if needed.
   • Within the cooling-off period set by your site, the cancellation gives a full refund automatically.

4. Confirm

   • Confirm. Two scheduled actions are created: the cancellation and the status change. They run at midnight on the cancellation date.
   • The member receives the cancellation email (a different email is sent for cooling-off cancellations).

Notes

• Before you start:
  • The cancellation workflow is usually set up when Gladstone360 is installed. Staff run it to cancel members' memberships. See Building a Gladstone 360 Cancel Membership Workflow.
  • Only roles assigned to the cancellation workflow (for example Cancel Direct Debit) can cancel.
  • Your site decides the notice period and earliest cancellation dates.
• Always use Cancel. Typing an expiry date by editing the membership doesn't stop automatic renewal or change the status, so the direct debit keeps collecting.
• Outside the cooling-off period, choose a cancellation date at the end of the paid period (for recurring card payments, check it against the next payment date). Refunds outside the cooling-off period are your site's decision.
• With direct debits collected on the 1st, a monthly direct debit membership always ends on the last day of a month.
• The earliest date offered depends on the notice period. If the cancellation workflow is set to Use contact's cancellation notice period, the member's own notice period applies, including one set when they joined. To use a fixed notice period instead (for example 5 days), change the workflow setting. The subscription type's notice period and allow dates before the earliest end date option also affect this.
• The completion status and price level (for example Expired, Non-member) are applied on the cancellation date, so a member who has just paid stays a member until then.
• For cooling-off cancellations where the customer used the facility, you can charge pro-rata and change the price level and status by hand.
• Members can't cancel their memberships on Gladstone Go. Staff cancel them in Gladstone360. It's planned that members will be able to cancel from their Go account, but there's no date yet.
• A pick-list cancellation reason can be reported on in Gladstone Reporting. Free text can't.
• Troubleshooting:
  • Staff can't pick a cancellation date this month: the workflow uses the contact's notice period. Change the cancellation workflow to a fixed notice period, or shorten the notice period on the subscription type.
  • Some staff can't cancel memberships: their role isn't on the cancellation workflow. Tick their role on the workflow (Configuration > Workflows > Cancel Direct Debit), or move them to an allowed role in GMC > Security configuration > Users.
  • The direct debit is still collecting after "cancelling": the membership was edited with an end date instead of cancelled. Cancel the membership using Cancel. Speak to your finance team about any refund.
  • Cancel fails after a birthday price level change: the price level no longer matches the membership. Switch the price level back, cancel, then set the new price level.
  • The status still shows Current after cancelling: scheduled actions run at midnight on the cancellation date. Check the scheduled actions on the record.
• Common questions:
  • Can we cancel straight away instead of at the end of the month? Only if your notice period and subscription settings allow it. Ask your administrator.
  • Can members cancel their membership on Gladstone Go? No. Staff cancel it in Gladstone360. Cancelling from the Go account is planned, but there's no date yet.
  • Does the member get a refund if they cancel in the cooling-off period? Yes, a cancellation in the cooling-off period gives a full refund automatically. Your site sets the cooling-off period. Refunds outside it are your site's decision.
• When to contact Gladstone support: scheduled cancellation actions didn't run. Include the member ID and cancellation date.
• Related: Cancelling, Freezing and Refunding RCP Subscriptions; Using the Gladstone 360 Memberships Tab; Gladstone 360: Freezes, Cancellations and Membership Changes.

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