Cancel a membership and refund

Cancelling a membership is a money decision, so Prism treats it like one: the flow is gated behind a live staff selfie, the refund math is shown before you commit, and the result is written as a negative payment row so your cash-up and reports reconcile instead of quietly drifting.

What you'll do

Cancel a member's plan with one of three refund outcomes — pro-rated by days remaining, a custom agreed amount, or no refund — and pick how the money goes back.

You'll need: a staff account with the cancel permission, and your face — the app takes a live selfie before the dialog opens and stores it with the audit record.

Steps

1. Open the member's profile and tap Cancel membership… at the bottom of the action stack.

2. Complete the selfie authorization when prompted. The photo is attached to the audit record of the cancellation — the action does not proceed without it.

3. In the Cancel membership dialog, review the summary — it shows the days left on the plan and what was paid.

4. Under Refund, pick the outcome: Pro-rated by days remaining — the dialog computes a suggestion from the term dates and the last plan payment, and shows the arithmetic (for example 47 of 90 days). Custom amount — agree a figure with the member and type it. No refund — deactivate without returning money.

5. If money is going back, pick the Refund method — Cash, Card or Wallet credit.

6. Add a Reason (optional) — "member moving abroad" is the kind of note that helps months later.

7. Confirm. With no refund selected the button reads Cancel without refund; with a refund it shows the amount going back.

What you should see

The member's plan is removed and their status is no longer active. The refund (if any) appears as a negative row in the payments history and on the revenue report's refunds band, and a cash refund reduces the open drawer's expected count. Access is withdrawn from door hardware automatically.

If something goes wrong

• The dialog never opens — the selfie step was declined or failed. It is required; try again with the camera uncovered.
• Pro-rated is greyed out — no plan payment on file to pro-rate against. Pick Custom amount or No refund.
• Cash refund but no open shift — cash needs a drawer to come out of. Open a till shift first, or refund to Wallet credit instead.
• Cancelled the wrong member — there is no undo for the cancellation itself; sell the plan again (the selling chapter) and, if you refunded, take the payment again. The audit log holds the full trail of both actions.