> For the complete documentation index, see [llms.txt](https://docs.podplay.app/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.podplay.app/memberships/managing-memberships/membership-cancellation-reasons.md). # Membership Cancellation Reasons When a Membership is cancelled, PodPlay can capture **why** the billing relationship ended. This helps Clubs understand cancellation trends over time. This feature is controlled by the `membership_cancellation_reasons` feature flag. When the flag is off, cancellation works as before (no reason fields). 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. ### 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 --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://docs.podplay.app/memberships/managing-memberships/membership-cancellation-reasons.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.