Cancellation Reasons

Overview

When a Membership is cancelled, PodPlay can capture why the billing relationship ended. This helps Clubs understand cancellation trends over time.

There are two places a reason can be collected:

• When a Customer cancels their own Membership in the App (Click-to-Cancel)
• When staff cancel a Customer's Membership from the Dashboard

Customer Cancellation (App)

If Click-to-Cancel is enabled for the Membership, the Customer must:

• Select a Cancellation reason from the dropdown (required)
• Optionally fill in Tell us more with extra details

The Customer cannot confirm the cancellation until a reason is selected.

The Customer will see a confirmation screen once the Membership is canceled.

Staff Cancellation (Dashboard)

When staff cancel a Membership from the Customer's Profile, the cancellation reason is optional.

• Select a Cancellation reason if you know why the Customer is leaving
• Optionally add details in Tell us more
• You can still complete the cancellation without selecting a reason

Where staff can see the reason

After a cancellation includes a reason, staff can find it in these places on the Customer's Profile:

• Membership History — click View reason next to the membership period
• Membership details drawer — open the membership from History to see Cancellation Reason (and Note: when extra text was provided)

• Activity log — the cancelled membership activity includes the reason, and any written details appear after Note

Available cancellation reasons

• Too expensive
• Not using it enough
• Moving away / location no longer convenient
• Couldn't book at the times I wanted
• Injury or health reasons
• Switching to another club or facility
• Only needed it temporarily / seasonal
• Other