Overview
If a customer no longer uses their membership, you can cancel it and keep it on file in case they change their mind and want to reactivate it later. If a membership is added by mistake to a customer’s account, you can permanently delete the membership from the system.
Who uses this feature
Office employees
Primarily benefits Residential Service and Replacement business types
Applies to all trades
Things to know
When you cancel a customer membership, the customer’s discounts and recurring services stop on the selected cancellation date. All recurring service events scheduled after the date selected are canceled.
Deleting a membership permanently removes it from ServiceTitan and does not appear in historic reporting. Delete a membership only if it was sold as a mistake.
Canceling a membership keeps the membership on file in case the customer wants to reactivate it.
Canceling a membership can result in the customer receiving a refund. For more on refunds, see Create a refund adjustment and issue a refund.
Cancel a customer membership
Search and open the customer record whose membership you want to cancel.
In the Membership section, click the membership you want to cancel.
The membership record opens.Click Edit
.
The Edit Membership screen opens.Click the Status dropdown and select Canceled.
To cancel a membership on a specific date, click the Cancellation date dropdown and select the date for the cancellation to take effect.
Note: If you do not select a date, the membership is canceled the same day you save your changes.
Click Save. The membership is now canceled.
Delete a customer membership
Deleting a membership removes the membership from the customer’s account. You cannot undo this action. This is most often used when a membership is sold as a mistake.
Search for and open the customer record for the membership you want to delete
In the Membership section, click the membership you want to delete.
The membership record opens.Click Edit
.
The Edit Membership screen opens.Click the Status dropdown and select Deleted.
Click Save.
Click Delete in the pop-up to confirm the deletion.
FAQ
Is it possible to restore a deleted membership?
It's intended for customer memberships to stay hidden and inactive when deleted. There is no way to make a deleted membership reappear. To prevent an office user from deleting a membership, you can remove their Edit Customer Membership permission, but removing this permission removes their ability to edit active customer memberships.
If membership is canceled, is it expected for the recurring services and events to disappear?
In this case, only recurring events with a Not Attempted or Dismissed status should disappear. Recurring events that have been booked into a job with any job status, and recurring events where there are follow-ups logged in should stay visible in the customer's membership.