How to cancel an EFT Membership

From the customer's account, click on the Account Changes tab> Cancel Membership.

A new screen will display the cancellation form with the customer's information and cancel information. The details on this page will also populate on the cancel agreement for the customer's signature.

You can add details on how the customer notified the salon and the reason for the cancellation. 

Cancel info

The bottom section of the cancel form includes important details that will be used by Tan-Link to complete the cancelation request and should only be edited when an exception to your salon's terms and conditions is needed.

The Next Draft Date and Last Tan/Cancel Date will be populated automatically according to your site EFT and Cancel settings. 

• The Last Tan/Cancel Date will determine when the EFT and bed access are removed from the account. If the next draft date is set before the Last tan date, another draft will occur before the account is canceled. 
  
  
• The Next Draft Date will determine when the customer will be drafted again.
  When the next draft date is set to 1 day after the Last Tan/Cancel Date, then the account is canceled before it drafts and no draft will occur even if you see a draft date on the account.
  
  The next draft date is removed once the cancellation is completed the day before.

How to prevent an account from being canceled.

If you wish to void the cancellation, you can clear the Cancel/Expire Date date from the account.
Under More Details> Account Details/History click on the Cancel/Expire Date and delete it.

Then press ENTER on your Keyboard to save your changes.

Preventing automatic drafts on canceled accounts with a past-due balance.

1. If you wish to pause automatic drafts and keep an unpaid balance when canceling an account, you must change the status to ON HOLD. No draft attempt will occur when the status is set as instructed.
   

Please use "On Hold" only as this is the only status preventing a redraft on accounts with a balance due and declined drafts.

1. If the wrong status is selected, then a redraft attempt will occur on accounts where the last draft was declined even if there is no billing on file. 

 

Canceling accounts while on a freeze.

Customers may change their minds and decide to freeze rather than cancel or vice-versa. A freeze order cannot be removed from the account. Also, if a freeze exists and you use the Unfreeze Membership option, the customer will be charged a prorated amount depending on the date the order was processed. 

Please do not start a new cancel order if there is an existing freeze on the account to avoid any future draft issues or unexpected cancelations. 
If a customer decides to cancel rather than freeze, you will need to manually remove the Freeze info before you move forward with the new order.
 

Removing Freeze info if a Cancel order will be placed instead.

1. Go to More Details> Account Details /History and scroll down to the section below:
   
2. Click on the Freeze Start Date and remove the contents. Then press ENTER to save the changes.
3. Click on the Freeze End Date and remove the contents. Then press ENTER to save the changes.
4. Refresh the page and verify the account has been unfrozen.
   
   You will be able to cancel the account now.

Removing Cancel info if a Freeze order will be placed instead.

If a customer wants to freeze instead of canceling after the cancelation has been processed, you can also void the cancellation. See the steps below:

1. Go to More Details> Account Details /History and scroll down to the section shown below:
   
2. Click on the Cancel Expire Date and remove the contents.
   Then press ENTER to save the changes.
3. Click on Cancel Reason and remove the contents. Then press ENTER to save the changes.
4. Click on How Cancelled and remove the contents. Then press ENTER to save the changes.
5. Click on Date Cancelled and remove the contents. Then press ENTER to save the changes.
6. Refresh the page and verify the cancel information has been removed.
   
   You will now be able to Freeze the account.
   
   See more info on freezing accounts here: https://tan-link.zendesk.com/hc/en-us/articles/360030304572-Freeze-Unfreeze-and-Edit-existing-Freeze-dates-for-a-Customer-Membership-EFT

 

Canceling an Add-on EFT Package

If you need to remove both the EFT and the Add-On, you can remove the add-on package before processing the EFT cancellation. 

If you only need to cancel the Add-On package, you can simply delete the Add-on package box or click on CHANGE. EFT access is not affected by the removal of the add-on package.

 

This option may be restricted to Admins only.
See how to edit permissions by security level here: https://tan-link.zendesk.com/hc/en-us/articles/360035835531-What-are-the-Different-Security-Levels-Permissions-for-Asst-Manager-Manager-and-Admin

See more info on Addon Packages here: https://tan-link.zendesk.com/hc/en-us/articles/20690224000525-Add-On-EFTs

Other Cancel Options

The TL Bot allows customers to submit their cancellation requests online. If the automatic cancellation is enabled for the TL bot, the cancellation order will process without any further steps if the TL bot draft requirements are met from the EFT package settings.

See more info on the TL Bot Automatic Cancel/Freeze here: https://tan-link.zendesk.com/hc/en-us/articles/360042095892--TL-Bot-How-to-setup-Automated-Freeze-Cancel

Accounts can also be canceled automatically upon a certain number of declined draft attempts.

See this article for more info: https://tan-link.zendesk.com/hc/en-us/articles/19893113033101-EFT-Auto-Cancellation-on-Repeated-Declines