This is an important flow to understand to create a scalable business. In this article, we will go through the tools coaches have to manage the cancelation process and frequently asked questions.
Cancelation Process:
There are two cancelation flows coaches can choose to enable for their organization. These are the options for when a user cancels the subscription:
Automatically Deactivated: When a user cancels their subscription they are automatically deactivated from the organization at the end of their payment period.
Keep Users Active: When a user cancels their subscription, they remain active in the organization with a canceled subscription until manually removed by the admin
By default, all organizations are set to automatically deactivate athletes at the end of their payment period when they cancel.
How to change this setting:
This process is managed in the Settings tab of the Payment & Store Dashboard
Important FAQ to note:
What if an athlete has multiple subscriptions?
If an athlete has multiple subscriptions, they will only be deactivated at the end of their last active subscription. Any programs associated with these subscriptions will remain active until the user is deactivated.
We suggest checking the number of programs an athlete has assigned in the Members Management tab and deactivating previous programs if needed.
What is the process when a coach cancels a subscription?
When a subscription is manually canceled from within the dashboard the coach will also need to manually deactivate the athlete.
Note: If an athlete is deactivated from an org before their subscription is canceled a partial refund is automatically issued. If you do not want a issue a refund, please cancel the subscription manually first.
What is the cancelation flow for athletes?
If an athlete decides to cancel their subscription this can be done from their settings on the web. They will simply log in to Bridge on the web and can select to cancel.
Once they cancel they will have access to Bridge and their training until the end of their payment period.
How should an athlete switch programs or subscriptions?
If an athlete purchases a program on a subscription but wants to switch to another product we suggest making this update manually. Subscriptions are not tied to a program so once the athlete is on a subscription it's easiest to manually switch their program for them.
If they need to be on a different subscription, you can manually update their subscription from the customer details pop-up in Payment History.