Cancelling, Freezing and Refunding RCP Subscriptions
Problem
You need to stop, pause or refund a subscription collected by Recurring Card Payment (RCP) without taking a further payment or leaving the financial extract wrong.
Resolution
Cancelling
Cancel in Plus2 with a renewal stop date
- There's no cancellation wizard in Plus2, because RCPs start on any day.
- Leave the renewal date and set a renewal stop date of the day before the next payment date. It runs to midnight, so no further payment is taken.
- A renewal stop date only works while automatic renew is ticked.
Stop a course RCP (if applicable)
- Untick automatic renewal and remove the customer from the course.
Or cancel with the 360 cancellation workflow
- The 360 cancellation workflow (cancellation date, immediate or future-dated with access until then, plus a reason) calculates the date, updates the status and sends a cancellation email.
Freezing
- Freeze in 360 (if a freeze workflow is configured)
- A 360 freeze sets the status to Frozen on the start date and sends freeze and unfreeze emails.
- For an RCP subscription it skips billing during the freeze and resumes automatically afterwards. For an annual membership the frozen period is added to the end date.
- 360 supports freezes when a freeze workflow is configured and the user has Freeze contact permission. Freeze permissions can be limited by role. Without a freeze workflow, the freeze is done in Plus2.
Refunding
- Refund in GladstonePay
- RCP and other online payments are refunded in GladstonePay.
- If the subscription is cancelled as part of the refund, also cancel it in Plus2 so the financial extract is correct.
Notes
- Customers can't cancel an RCP online.
- Partial refunds are easy in GladstonePay (reduce the amount), but reconciling them on the Plus2 financial extract, which reflects Plus2 only, is unresolved.
- There's no automatic refund on a failed or cancelled RCP. It is paid in advance; outside a 14-day cooling-off window a refund normally isn't given, with exceptions case by case.
- Upcoming legislation is expected to require an easy 14-day cancellation option, so partial refunds are expected to become more common.
- For building the 360 freeze and cancel workflows, see Creating a Membership Freeze in G360 and Plus2 and Building a Gladstone 360 Cancel Membership Workflow. Member-record tasks are covered from Gladstone 360 – Logging In, Member Records and Managing Memberships.
- Related: Recurring Card Payments (RCP).