Cancelling a membership or stopping its automatic renewal
If a donor signed up for a membership, here's how you can cancel it.
You cancel a membership from its payment record in the campaign's Payments tab, using the Actions menu.
From the campaigns view, find the relevant campaign.
Click on the Payments tab.
Click on the payment record of the membership purchase.
Click on Actions, next to the 3 dots in the top right corner.
Select Cancel/and or refund tickets.
Toggle the membership to cancel.
Choose how to confirm:
Cancel ticket only cancels the membership. If you do not want to refund, keep the refund amount at 0 and use this button.
To add a refund, enter the amount under Refund Amount. The maximum is the amount still refundable on the payment (the payment total minus the tip and any refunds already made), shown next to Refund Amount. Refunds can take 5 to 10 days. Then confirm with Cancel & Refund.
Cancelling a membership frees up the spot and makes it invalid for check-in.
What automatic renewals are and where to find them
An automatic renewal renews the membership on its own at the end of each period, monthly or yearly, and the card is charged again. You can identify memberships with automatic renewals as follows: their "Monthly" or "Yearly" frequency shows next to a green renewal icon, and hovering over it shows "Auto-renew is active". A membership without automatic renewal, or one whose renewal was stopped, shows a grey crossed-out renewal icon instead. The "Succeeded" status only describes the payment, not whether the membership renews.
How to stop an automatic renewal
Stopping the automatic renewal keeps the membership valid until its expiry date, but it will not be renewed and the card will not be charged again.
In the Payments tab of the campaign, click on the payment record of the membership purchase.
Click on Actions, next to the 3 dots in the top right corner.
Select Stop auto renewal.
Click the red Turn off button to confirm.
Auto-renew cannot be turned back on once it is turned off.
How to cancel all automatic renewals at once
To cancel all automatically renewing payments at once on a membership form:
Go to Campaigns.
Click the 3 dots next to your membership campaign.
Select the option to End campaign.
The End your membership campaign? dialog asks what should happen to upcoming renewals. Choose Cancel all upcoming renewals to stop them, or Move upcoming renewals to another campaign to carry them onto a new membership campaign. Confirm with the destructive End campaign button. For full details, see Replace an old membership campaign with a new one.