Cancellations

The online cancellation form #

The online cancellation form makes it easier for clubs to support membership cancellations through a simple, accessible online process.

Clubs that sell memberships online are now required to offer a clear and simple way for members to cancel memberships online. The cancel portal form provides a streamlined and compliant method for handling these requests.

Key features #

• Member-friendly interface: a simple, mobile-friendly form for members to request cancellation.
• Automated notifications: clubs receive immediate alerts when a cancellation request is submitted to the email you provide.

How it works #

1. A member visits your cancellation page.
2. They fill out a short form confirming their intent to cancel. Any member can submit the form, even if their membership was not purchased online.
3. You receive the request via email (or through your cancellation report).
4. Process the cancellation according to your policies. If the member is not eligible to cancel for any reason, follow up to inform them of the reasoning.

Enable the cancellation form #

To activate this feature for your club:

1. Configure the desired email address for cancellation requests at Client Preferences > Member > Preferences > Cancellation request email.
2. Configure your club's specific cancel terms at Client Preferences > Member > Cancellation Settings. Define the terms; they appear above the button on your cancel page. If nothing is specified, the following text is shown: "I understand that by submitting this form I am requesting that my membership with {club name} be cancelled. Cancellation is subject to the terms and conditions of my agreement with {club name}."
3. Access the link to your cancellation form from offer builder using the drop-down in the upper right corner.
4. Add the link to your webpage.

Once these steps are complete, you receive email notifications for any requests submitted through your page.

Cancellation reasons configuration #

For consistent reporting and trend tracking, configure a predefined drop-down list of cancellation reasons in the Cancellation and Freeze Reasons settings (see Cancellation and freeze reasons in the Settings sub-section). Free-text reasons make reports much harder to roll up. The same predefined reasons apply when cancelling an add-on (see Add-ons and charges).

FAQs #

Can cancellation requests be viewed in a report from ASF? Yes, this is available as part of the existing cancellation report.

Need help? #

Contact your ASF account manager at clientsupport@asfpaymentsolutions.com or (301) 304-8841.