Cancels affected by Auto Cancel Feature

There was an issue where cancels did not cancel properly from an update on November 3rd which was corrected about a week later.

It affected those with the auto cancel feature on and when a payment for an automatic draft or past-due payment was made between the date the cancel membership order was created and the cancel/last tan date causing it to reset the cancel date on the account.

This issue has now been resolved.

We recommend you review all Cancel orders completed between October 1 and November 13.

For any cancellations prior to this fix, please verify that the cancel/last tan date exists on the account to ensure the cancellation processes automatically. Go to reports> Employee Reports> Employee Performance, then filter by cancel and dates to see any recent cancel membership orders.

Go to the customer's account> More details> Account Details/History> Membership details> Cancel/Expire Date and ensure the date is entered. See example below:

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If a refund is required, please use the following articles on the refund steps:

Refund through Payment Launch

Refund through Authorize.net

For any new cancel membership orders, the cancellation would occur automatically without any further steps. If anything changes, let Support know.

Please contact Support if you have any questions.