Membership cancellations
The Membership cancellations tab shows you all cancelled memberships and why members decided to leave. Use this data to understand churn and improve your membership offerings.
How members cancel
Members can cancel their subscription through a link in the footer of:
- The membership inscription email
- All membership-related email communications
The link takes them to /cancel-membership on your site, where they fill out a cancellation form.
Key difference from refund requests
| Refund requests | Membership cancellations |
|---|---|
| Requires your action to process | Cancellation happens automatically |
| You decide to approve or reject | Already cancelled when you see it |
| Customer waits for your response | Membership is immediately cancelled |
When you see a cancellation in this tab, the membership has already been cancelled. This tab is for understanding why members leave, not for processing cancellations.
Viewing cancellations
Go to Customer service → Membership cancellations.
Search and filters
- Search: Find by member name or email
- Plan: Filter by specific membership plan
- Type: Filter by membership plan type (if plans have types)
- Cancelled by: Filter by who cancelled (Member or Team member)
Table columns
| Column | Information |
|---|---|
| Buyer | Name, last name, and email |
| Membership | Plan they were subscribed to |
| Type | Membership plan type (if any) |
| Application date | When cancellation was submitted |
| Member since | Original subscription date |
| Reason | Why they cancelled |
| Cancelled by | "Member" if self-cancelled, empty if cancelled by your team |
Read/unread behavior
Like other Customer service tabs, cancellations can be read or unread. Click on a row to mark it as read and view the full details.
Cancellation detail
Click any row to open the cancellation detail view.
Information shown
Member information:
- Buyer name
- Phone
- ID number (DNI)
Membership history:
- Member since (original subscription date)
- Cancellation date
- Last registered event (most recent event they attended)
Cancellation details:
- Reason selected
- Comments (if any)
Event activity:
- Recent events attended
- Purchases made with membership discount
This helps you understand if they were active members or had already stopped engaging.
Why track cancellations
Identify patterns
If many members cancel for the same reason, you have a problem to fix:
- "Too expensive" → Review pricing or add value
- "Not enough events" → Increase event frequency
- "Events not relevant" → Better target your programming
Measure churn
Track cancellation volume over time. Sudden spikes may indicate:
- A pricing change that didn't work
- Competition offering better deals
- Seasonal patterns in your audience
Improve retention
Understanding why people leave is the first step to keeping them. Use cancellation data to:
- Adjust membership benefits
- Create re-engagement campaigns
- Identify at-risk members before they cancel
Best practices
Review cancellations regularly
Don't ignore this data. Set a routine to review cancellations weekly or monthly.
Look for patterns, not individuals
One cancellation doesn't mean much. Ten cancellations with the same reason? That's actionable insight.
Use comments for qualitative feedback
Members who leave comments are giving you free research. Read them carefully.
Compare with retention data
Cross-reference cancellations with your most engaged members. What's different about members who stay?
Who cancelled: Member vs Team
The "Cancelled by" column tells you who initiated the cancellation:
| Value | Meaning |
|---|---|
| Member | The member cancelled through the website form |
| Empty | Someone on your team cancelled it for them |
Team cancellations happen when:
- A member requests cancellation via email/phone
- You need to cancel a problematic membership
- Administrative cleanup
No. Once cancelled, the membership is terminated. The member would need to subscribe again as a new member.
Membership cancellations don't automatically trigger refunds. If a member wants a refund, they would need to submit a separate refund request (if eligible under your policy).
The cancellation link is required by most payment regulations for subscription services. Members must have a way to cancel their recurring subscriptions.
Empty means a team member cancelled the membership from the dashboard, not the member themselves through the form.
Yes. You have their email and phone number. Consider a re-engagement campaign for recently cancelled members, but respect their decision.
Analyze the reasons people give. Improve value, communication, and engagement. Members who attend events and feel part of a community are less likely to cancel.
Yes. Like other Customer service tabs, you'll see a notification badge when there are unread cancellations.