How To: Cancel a member's plan
Important info:
Please note that EVERY member that has enrolled in a plan is locked into a 12 month term. They agree to this the moment they enroll and it’s defined in the terms & conditions. This means you should NOT be cancelling a monthly paying member without some sort of charge occurring for their remaining term balance.
When a member wishes to cancel, remind them of this agreement and reinforce the value the membership plan holds and the patient’s savings.
Follow these steps to cancel a member’s plan:
Navigate to the Members tab
Search for and select the member in question from the list
Note the “Plans” tab on the member’s open info page, find the plan you wish to cancel, go to "Actions", and select the red “X Cancel Plan” link towards the far right side of the tab
Indicate the reason for the cancellation of the plan.
The pop-up will then present the textbook math of things: Total amount owed minus payments received. Only if absolutely necessary, can you adjust the charge or refund amounts as needed. We recommend this action (of not charging your patient) is ONLY allowed to be performed by the Office Manager. In most cases the patients should always pay the remaining term balance.
When you're ready, type your full name in the box towards the bottom, and select cancel plan. Your member will receive an email notification confirming the plan has been canceled.
FOR MORE HELP WITH HOW TO HANDLE CANCELLATIONS, OR IF RECURRING CANCELLATIONS ARE A PROBLEM IN YOUR OFFICE, REACH OUT TO AN ACCOUNT MANAGER. WE’LL GUIDE YOU ON OUR BEST TIPS! SCHEDULE TIME HERE.
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