⏱️ Estimated time: 2 minutes
👤 Role: Club Manager, Membership Administrator, Front of House Team
How to create standardised reasons for membership status changes.
How to apply reasons across multiple sites.
How to categorise entries for specific reporting types.
You should configure these reasons during your initial setup to ensure data integrity. By providing a predefined list of options, you prevent staff from entering inconsistent notes, which allows for accurate reporting on why members are leaving or pausing their subscriptions. Generally, this section requires no ongoing maintenance unless you identify a new trend in member behaviour that needs to be tracked.
Key Logic: Categorising reasons correctly ensures that "Freeze" data does not skew your "Cancellation" metrics. Properly mapped reasons allow management to see at a glance whether members are leaving due to "Relocation" (uncontrollable) versus "Service Issues" (controllable).
Decide on a standardised list of reasons for both cancellations and freezes.
Identify if certain reasons should only be available at specific locations or applied globally.
Navigate to Settings and select Cancellation & Freeze Reasons located within the Memberships section.
Click the + New Reason button to open the configuration window.
If you operate multiple clubs and want this reason to be available everywhere, toggle Same settings for all sites to the "on" position. If the reason is site-specific (e.g., "Club Renovation"), leave this untoggled and select the relevant site.
Type the reason exactly as you want it to appear in the dropdown menu for your staff (e.g., "Medical Grounds", "Financial Reasons", or "Moving House").
Ensure you toggle the Status to active. You can toggle this off in the future if you wish to retire a reason without losing historical data in your reports.
Assign the reason to a category using the Type selection. You can choose to make the reason available for:
Option A: Cancellation Reason only.
Option B: Freeze Reason only.
Option C: Both (if the reason is applicable to both scenarios).
Click Save to add the reason to your live environment. Repeat this process until your list of reasons is complete.
Keep it Concise: Use short, clear labels for reasons to make the dropdown menu easy for staff to navigate quickly during a call or face-to-face interaction.
Review Reporting Regularly: Check your cancellation reports monthly. If you see a high volume of "Other" entries, it may be time to add a more specific reason to this list to gain better insights.