Pausing or cancelling a patient membership

Sometimes a patient needs to pause their membership temporarily, or cancel it altogether. This article covers what each action does, who can do it, and exactly what happens to billing and benefits in each case.

Two different actions — who does what

It helps to understand upfront that pausing and cancelling work differently in Glovora:

• Cancelling is done by staff from the CRM, from the patient's profile.
• Pausing is done by the patient themselves from their Glovora app. Staff do not have a Pause button in the CRM.

Both actions are covered below.

Cancelling a membership from the CRM

Who can cancel

Only users with an owner or manager role can cancel a membership from the CRM. Staff members with a lower permission level will not see the Cancel option in the patient profile.

How to cancel

1. Click Client Profiles in the left-hand menu under Core.
2. Find the patient whose membership you want to cancel. Click their name or card to open their profile.
3. Scroll to the Membership section within the profile panel.
4. You will see the patient's current membership tier and a green Active badge. Next to the badge is a small Cancel button.
5. Click Cancel. A dialog box appears with the title "Cancel Membership".
6. You must select a reason for the cancellation. The options are:
   • Too expensive
   • Not using the benefits enough
   • Moving away from the area
   • Switching to a different clinic
   • Temporary financial constraints
   • Unhappy with the service
   • Other
7. Select a reason. The Confirm Cancellation button (shown in red) becomes active once a reason is chosen.
8. Click Confirm Cancellation to proceed. If you change your mind, click Keep Membership to close the dialog without making any changes.

A notification appears confirming: "Membership cancellation scheduled — The membership will remain active until the end of the billing period."

tip

The reason you select is recorded against the patient's record. Over time this data helps you understand why patients are leaving — a valuable insight for adjusting your membership plans or pricing.

What cancellation does

Billing Cancellation is never immediate. It is always scheduled to the end of the patient's current billing period. Stripe is instructed to stop charging the patient at the next renewal date. No further payments are taken after that.

Status in the CRM The moment you confirm the cancellation, the membership status badge changes from Active (green) to Cancelling (amber). The profile also shows the message: "Cancelling — active until [date]", where the date is the last day of the current billing period.

Benefits and discounts during the Cancelling period The patient keeps full access to everything their membership provides until the period ends — their member discount at checkout, their included treatment credits, and any membership-linked perks. Glovora continues to apply member pricing for any purchases made while the status is Cancelling.

After the period ends Once the billing period closes, the membership status moves to None and the patient loses access to all member benefits. Their reward points are not affected — those remain in their account. Any existing wallet balance is also not removed.

warning

Do not assume a patient's membership has ended the moment you click Confirm Cancellation. Their benefits remain active until the date shown in "Cancelling — active until [date]". If the patient tries to use their discount before that date, it will still apply.

What if the patient is still in their minimum commitment period?

If the patient joined a plan with a minimum commitment — for example, a three-month plan — and that commitment period has not yet passed, the CRM will not allow the cancellation to proceed.

Instead of completing the cancellation, Glovora shows an error: "Minimum commitment period of X months has not been reached." It also displays the date on which the commitment period ends, so you know when cancellation becomes possible.

In this situation, you cannot override the commitment block from the CRM. If there are exceptional circumstances — a patient moving abroad, a serious complaint, or a goodwill gesture — contact Glovora support for assistance.

warning

Make sure you communicate the minimum commitment period clearly to patients before they join. A patient who was not told about a three-month minimum and then tries to cancel after six weeks will be frustrated. The commitment is there to protect your revenue, but only works well when the patient understands it upfront.

What each field means

Active badge (green) The membership is running. Billing is up to date. The patient has full access to their benefits.

Cancelling badge (amber) A cancellation has been scheduled. The patient's membership is still active and they retain all benefits until the date shown. No further charges will be taken after that date.

Cancelling — active until [date] The last day the patient will have membership access. After this date, the status moves to None automatically.

Keep Membership button Closes the cancellation dialog without saving anything. The membership is not affected.

Confirm Cancellation button Schedules the cancellation. Only becomes clickable after a cancellation reason has been selected.

Pausing a membership — how it works for patients

Glovora allows patients to pause their membership themselves, directly from their app. There is no Pause button in the CRM for staff — this action is patient-controlled.

When a patient wants to pause:

1. The patient opens the Glovora app and goes to the Memberships section.
2. On their active membership card they see a Pause button and a Manage button.
3. They tap Pause.

The membership status changes to Paused.

What pausing does

Billing No further charges are taken while a membership is paused. The patient is not billed on their next renewal date.

Benefits and discounts while paused A paused membership is not treated as active. The member discount does not apply at checkout while the membership is paused. Glovora only applies member pricing to patients with an Active or Cancelling status — not to those who are Paused.

Included treatment credits while paused Treatment credit redemptions are restricted while a membership is paused. Because no active billing period is running, the credit cycle does not tick forward and credits cannot be claimed.

Wallet balance while paused Any existing wallet balance the patient has accumulated is not affected by pausing. The balance remains and can still be used at checkout.

tip

If a patient contacts you saying their member discount has stopped working but they have not cancelled, the most likely cause is that their membership is paused. Ask them to open the Glovora app and check the status on their membership card. If it shows as Paused, they can resume it themselves by tapping Resume.

Resuming a paused membership

Resuming is also done by the patient from their app. Staff do not have a Resume button in the CRM.

When a patient wants to resume:

1. The patient opens the Glovora app and goes to the Memberships section.
2. On their paused membership card they see a Resume button and a Manage button.
3. They tap Resume.

The membership status returns to Active, and billing and benefits resume from that point. The next renewal date is recalculated from the date of resumption.

Common mistakes

Expecting cancellation to take effect immediately. Cancelling a membership from the CRM schedules the cancellation for the end of the current billing period. The patient keeps full access to their benefits until that period closes. If a patient says their discount is still working after you cancelled their membership, that is the expected behaviour — it is not a fault.

Trying to cancel a patient who is in a minimum commitment period. If the patient joined a plan with a minimum commitment and that period has not yet passed, the CRM will block the cancellation entirely. You cannot override this from the CRM. Be aware of the commitment period on each plan before agreeing to cancel for a patient, so you can set the right expectations.

Assuming staff can pause a membership from the CRM. There is no Pause button in the staff CRM for the patient profile. Pausing is a patient-initiated action from the Glovora app. If a patient calls asking for a pause, direct them to the Memberships section of their app. If they are having difficulty, walk them through it over the phone — the button is labelled Pause and appears directly on their membership card.

Confusing Cancelling with Cancelled. A status of Cancelling (amber) means the membership is still running. A patient who is Cancelling still has their benefits, their discount, and their included treatments until the date shown. Only after that date does access end and the status change to None. Do not tell a patient their membership has ended if the badge still shows Cancelling.

Forgetting that the patient's wallet balance is not cleared on cancellation. Any wallet credit a patient has built up is not removed when a membership is cancelled or paused. It remains available for them to spend at checkout. If a patient is concerned about losing their balance on cancellation, reassure them it will stay on their account.