How to Cancel a Membership From the Patient Rewards App
Overview
Patients can cancel their memberships directly through the Patient Rewards app and select a cancellation reason. Admins must also select a reason when canceling a membership for a patient.
This feature helps streamline the cancellation process and reduces the time spent by customers contacting support or practices with cancellation inquiries.
The Patient's View of Canceling a Membership in the Patient Rewards App
1. Open the Patient Rewards App and navigate to Memberships.
2. Scroll to the bottom and select Manage Memberships.
3. Select the membership to cancel. The details page displays:
Membership name
Remaining commitment period
Next payment date
Number of remaining dunning attempts (if applicable)
Cancellation date (if previously canceled)
4. Select Cancel Membership and choose a cancellation option:
I don’t need this membership
Not a good value
Unhappy with the quality of service
Lack of use
Found a better alternative
Moving away
Temporary pause
5. The app displays the last day of the current billing period, after which the membership will not renew. If necessary, update the email address for the confirmation.
6. Confirm the cancellation.
7. An email notification confirms the cancellation. Admins are BCC’d on this email for record-keeping purposes.
Special Considerations for Dunning Memberships
If a patient's membership is in dunning (i.e., due to a failed payment method), they can follow these steps:
Access the Manage Memberships page and locate the membership in dunning status.
Select Update Payment Method or Cancel Membership.
If they opt to cancel, the app follows the steps outlined above.
The system ensures there is no unpaid balance after a dunning membership is canceled.
Admin Cancellation Process
When canceling a patient’s membership, admins must also select a cancellation reason from the same list of options. Admins can view the cancellation reason in the membership detail drawer after the cancellation has been processed.
FAQ
1. Can patients reactivate a canceled membership?
Yes. Reactivate a canceled membership by navigating to the Manage Memberships page and selecting Reactivate Membership.
2. What if the patient changes their mind after initiating the cancellation?
Before the end of their billing period, they can choose to keep their membership active by selecting Keep my membership on the cancellation confirmation page or the membership management page.
3. Will the patient be charged after canceling their membership?
Once canceled, the membership remains active until the end of the current billing period. After that, no further payments will be processed.
4. Can I customize the cancellation reason options?
Currently, reasons for cancellation are standardized and cannot be customized.