When a membership is frozen, scheduled payments should not be collected. If a frozen member has been charged, this article explains how ClubRight surfaces these cases, how to refund the charge, and how to make sure it does not happen again.
How ClubRight surfaces this
The Finance Health page in the Payments area has a Charged during freeze category, which lists every member charged while their membership was frozen, with the date of the charge and the freeze window it fell inside.
To find affected members, open Payments > Health and look in the Charged during freeze section. Each row shows the member, the plan, the charge date, the amount, and the freeze window the charge sits inside. Click Open to go straight to the member.
How this usually happens
The freeze was set up after the next collection had already been scheduled. Direct Debit collections are requested several working days in advance. If the freeze is added inside that window, the collection has already left ClubRight and will go ahead.
The freeze From date is after the collection date. The freeze starts after the charge, so the charge is valid as configured even though it happened during what the member thinks is their freeze period.
The freeze Until date is open-ended or missing. Worth checking the configuration even if this is not the cause of the specific charge, because it will affect future cycles.
The member has a second active membership. Only one membership is frozen. The other continues to collect.
How to fix it
Open Payments > Health, find the member in Charged during freeze, and click Open.
Open the relevant membership and click View full schedule.
Locate the dated payment showing Success that should not have been collected.
Click the refund (bin) icon next to the payment, enter the refund reason, and click Refund.
Check the freeze configuration on the membership. Make sure the freeze dates cover the period the member expected, and check whether any other active memberships are still collecting.
For the full refund process, see Refunding a member: process and rules. For freezing memberships in detail, see Freezing, unfreezing and pausing memberships.
Talking to the member
A charge during a freeze is one of the easiest types of dispute to handle: confirm the freeze should have prevented it, refund the charge, and explain why it happened in plain terms (most commonly "the collection was already with your bank before the freeze took effect"). If the freeze configuration was incorrect, acknowledge that too and confirm what you have changed.
Helpful tip
š” Set freezes well before the next collection date. Direct Debit collections are requested several working days ahead. Setting a freeze at least a week before the next scheduled payment avoids the most common cause of a frozen member being charged.
Have more questions about freeze charges?
If you have a question that is not covered here, our Customer Success team is happy to help. Reach out via the orange chat button at the bottom right of your ClubRight dashboard.
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