Members don't need to contact you to end their membership: they can cancel their own subscription from the member portal. When they do, they tell you why, and your organization is notified by email, so you always know when a member leaves and can follow up.
How members cancel their subscription?
The member logs in to the member portal, opens their profile and goes to their membership, where their active subscription is shown. From there they use the cancel option on the subscription.
Before confirming, the member is asked for a Reason for cancelling. The reason is required, and the confirm button stays disabled until the member has written one and ticked the confirmation box.
Your organization is notified by email
When a member cancels, an email is sent to your organization's support email address. It includes:
the member's name and email address, and a link to their contact profile
the cancelled plan and the cancellation date
the reason the member gave
the member's last successful payment for this plan (amount, currency and date), or "No payment recorded" if there is none
a reminder that cancelling does not issue a refund
The notification is automatic, so there is nothing to set up. Replying to the email goes straight to the member, which makes it easy to reach out, ask about their experience, or win them back.
The reason is also saved in the activity log on the member's contact profile, so you can look it up later.
What happens after a cancellation
The subscription ends right away. Its status changes to Cancelled and its end date is set to the day of the cancellation. It does not keep running until the end of the period already paid for.
No more charges. Any upcoming scheduled payments for this subscription are cancelled, so the member will not be charged again for this plan.
No more reminders. Upcoming payment reminders and membership end reminders for this subscription are stopped.
Sub-members: if the subscription has sub-members, their subscriptions are cancelled too.
The member's contact record stays in your organization, so their history, payments and profile are kept, and they can subscribe again at any time.
Invoices, payments and refunds
Cancelling a subscription does not change any invoice or payment. Review the member's invoices after a cancellation and decide what to do:
Past invoices and payments are kept. Everything the member paid before stays on their contact profile and in your payment reports.
Unpaid invoices stay open. If the member already owed an amount before cancelling, for example a past-due invoice, it stays on their profile and still counts in their balance. If you won't collect it, void or delete the invoice. Voiding is usually the better choice: the invoice stays on the member's ledger marked as Void, is excluded from their balance and payment reminders, and keeps your accounting history intact. See How to Void an Invoice on Raklet?
No new invoices are created for this subscription after the cancellation date.
Refunds are up to you. Cancelling never refunds a payment, even a recent one. If a refund is due, for example for a period the member paid for but will no longer use, you need to refund the payment yourself. The last payment shown in the notification email helps you decide. See How to Refund a Payment for Your Members?
You can review the member's subscriptions, invoices and payments at any time from the Membership section of their contact profile in the admin panel.
Things to Know
Cancelling a subscription does not delete the member's profile or remove them from your contacts.
The notification email goes to your organization's support email address. If no support email is set, no email is sent, so make sure one is set in your organization settings.
Admins can also cancel a subscription on a member's behalf from the Membership section of the contact profile. No reason is asked and no notification email is sent in that case.
When a primary member cancels a sub-member's subscription, they are asked for a reason too.
Reading the reasons over time shows you the most common causes of churn in your organization.