Create Membership Pause and Cancellation Reasons

Creating different pause and cancellation reasons isn’t essential but can help you identify patterns like travel, injury, or financial stress.

1. Go to:

   Settings > Reasons

   
   

2. Click on:

   New Reason

3. Create:

   Create a list of reasons that can be used when cancelling or pausing a membership by selecting the type (Cancellation or Pause), entering the reason (e.g., injury, vacation), and choosing whether to prompt for additional details using the "Other" toggle. You can also activate or deactivate each reason to control whether it's shown to users.

   Use help guide: Settings - Reasons

   
   

4. Assign:

   When a membership is paused or cancelled—either in the back office or via the customer portal—a dropdown list of reasons will appear only if reasons have been set up. If displayed, selecting a reason is mandatory.

5. How will it look in the Customer Portal?

   If customer selects "Pause Membership", the Pause Reasons will be available for selection from a drop down box:

   

   If customer select "Cancel Membership", the Cancellation Reasons will be available for selection from a drop down box:

   
   

   

   
   
   

6. View the Cancellation/Pause Reason:

   The REASON will be shown in the Membership Order Notes: