Overview
This article explains the post-cancellation behavior of patient memberships in RepeatMD. It covers how access, rewards, and treatments are handled after a cancellation is processed, and what your team can do to manage edge cases and set patient expectations correctly.
Before You Start
You must have Admin or Manager access in the RepeatMD Admin Panel to view and manage membership settings.
Treatment rollover and credit expiration settings are configured at the membership level. Review your membership configuration before advising patients on what will or will not be retained.
Clinic-specific policies govern how banked dollars and credits are handled. Ensure your team is aligned on these policies before communicating them to patients.
Why It Matters
Cancellation is a natural part of the membership lifecycle, but it's also a common source of patient confusion and support requests. When your team understands exactly what happens to rewards, treatments, and access after cancellation, you can:
Set accurate expectations with patients before they cancel.
Prevent disputes over forfeited treatments or expired credits.
Retain patient trust even when they step away from a membership.
Reduce inbound support tickets related to post-cancellation access questions.
How It Works
Membership Access After Cancellation
When a patient cancels, their membership remains active through the current billing cycle. It deactivates automatically on the next scheduled billing date with no further charges.
Rewards and Credits
Rewards and account balances earned during an active membership generally remain on the patient's account after cancellation. Patients can continue to redeem these for eligible services and products through the app. But patients will not continue to earn services, products, or RepeatCash credits
Banked RepeatCash membership dollars and accumulated credits are subject to your clinic's configuration. Expiration, forfeit rules, and availability are determined by the policies you have set in the Admin Panel.
Treatments
Treatments a patient redeemed while their membership was active remain available for booking after the membership deactivates.
Unused treatments that were not redeemed before cancellation may be forfeited. This behavior is controlled by the treatment rollover setting on the membership.
Rollover enabled: Banked treatments remain on the patient's account and do not expire after cancellation.
Rollover disabled: Unused treatments are forfeited when the membership deactivates.
Step-by-Step Instructions
Review a Patient's Post-Cancellation Account Status
Log in to the RepeatMD Admin Panel.
Navigate to Patients and search for the patient by name or email.
Open the patient's profile and go to the Membership tab.
Review the patient's current membership status, scheduled deactivation date, and any remaining rewards or banked treatments.
Confirm Treatment Rollover Settings for a Membership
From the Admin Panel, go to App Builder > Memberships.
Select the membership the patient is enrolled in.
Locate the Treatment Rollover setting and confirm whether it is enabled or disabled.
Use this information to advise the patient on whether their banked treatments will be retained after cancellation.
Advise a Patient Before Cancellation
Pull up the patient's profile in the Admin Panel and review their rewards balance, banked treatments, and membership configuration.
Confirm whether treatment rollover is enabled on their membership.
Let the patient know:
Their membership remains active through the current billing period.
Redeemed treatments remain available after cancellation.
Unused treatments may be forfeited depending on rollover settings.
Rewards and credits generally remain available but are subject to clinic policy.
If the patient has questions about specific balances or exceptions, escalate to your practice manager for a final determination.
Best Practices and Pro Tips
Train front desk staff on the key distinctions.
The most common point of confusion is the difference between redeemed treatments (retained) and unused treatments (potentially forfeited). Make sure your team can explain this clearly before a patient submits a cancellation request.
Review rollover settings before patient conversations.
Do not assume rollover is enabled. Check the membership configuration in the Admin Panel so you can give accurate information.
Use cancellation as a retention touchpoint.
Before processing a cancellation, ask the patient about their reason. Some patients cancel due to budget concerns or infrequent visits. Letting them know about flexible billing options or pausing options may prevent unnecessary churn.
Pro tip: Document your clinic's credit and rewards expiration policy in a simple one-pager for front desk staff. This reduces inconsistent answers and patient disputes.
Common Mistakes and FAQs
Q: Does cancellation take effect immediately?
A: No. Standard memberships remain active through the current billing period and deactivate automatically on the next billing date. Trial memberships are the exception: access is removed immediately upon cancellation.
Q: Will the patient be charged again after canceling?
A: No. Once cancelled, no further charges are processed. The membership deactivates at the end of the billing cycle.
Q: Can a patient use their rewards after their membership deactivates?
A: Yes, generally. Rewards earned during an active membership remain on the account and can be redeemed after cancellation. Check your clinic's expiration settings to confirm any time limits.
Q: What happens to unused treatments if rollover is not enabled?
A: Unused treatments are forfeited when the membership deactivates. To avoid patient disputes, advise patients to redeem any remaining treatments before their cancellation takes effect.
Q: What if the patient asks for a refund on unused treatments?
A: Refund eligibility is subject to your clinic's policies. RepeatMD does not automatically process refunds for unused treatments. Escalate these requests to your practice manager.
Q: Can a cancelled membership be reactivated?
A: Yes. Patients can re-enroll in a membership at any time, subject to your current membership offerings. Coordinate with your practice manager on re-enrollment terms.
Q: How do I know if a patient had a trial vs. a standard membership?
A: Check the patient's membership history in the Admin Panel under their profile. The membership type will be labeled.
Next Steps and Support
Need help? Email support@repeatmd.com