Blend

Self-service membership cancellation with retention offers and digital signatures

Overview

Click to Cancel is a self-service membership cancellation app that streamlines the member cancellation process for fitness clubs. It provides a guided 5-step cancellation wizard with built-in retention offers, eligibility validation, and digital signature capture.

Key Features

5-Step Cancellation Wizard

Step 1: Member Authentication & Details

Email-based OTP (6-digit code, 5-minute expiration)
Alternative password authentication
Auto-creates member record if not exists
Displays membership status and type
Validates eligibility (active membership, no pending requests)

Step 2: Choose Action & Reason

Select "Cancel Membership" or "Freeze Membership"
Choose from configured cancellation reasons
Dynamic fields per reason (text input, textarea)
Required/optional validation
Reason details stored as structured JSON

Step 3: Retention Offers

Display offers filtered by selected reason
Each offer shows label, description, and optional badge
Member can accept offer or select "No thanks, continue"
Offer selection tracked for retention analytics

Step 4: Digital Signature

Canvas-based signature capture
Displays terms and conditions
"I agree to terms" checkbox (required)
Signature stored as base64 data URL

Step 5: Confirmation

Review summary of request
Submit button changes status to "pending"
Success message with next steps
Confirmation email (future enhancement)

Configuration Management

Branding Settings:

Theme selection (from default themes)
Light/Dark mode toggle
Logo URL and height customization
Background image URL
Login page customization (heading, description)

Cancellation Reasons:

Add/edit/delete reasons
Unique name slug (e.g., "too_expensive")
Display label (e.g., "Too expensive")
Dynamic fields configuration (text, textarea, required)
Sortable order

Retention Offers:

Add/edit/delete offers
Offer type (discount, freeze, training)
Unique name slug
Display label and description
Optional badge text
Reason filters (show for specific reasons or all)
Sortable order

Member Management

CRUD Operations (Phase 1 Development Tool):

Create member records manually
Edit member details
Update membership status (active, inactive, none)
Update membership type (monthly, yearly)
Manage member balance
Delete member records

Phase 2 Plan: Replace with automatic sync from ABC Fitness/Club Ready

Cancellation Management

Dashboard Views:

Tabbed interface (All, Incomplete, Pending, Processed)
Color-coded status badges
Action badges (cancel/freeze)
Reason display
Selected offer tracking
Created date sorting
Pagination support

Status Management:

Edit modal to update status
Status progression: incomplete → pending → processed
Delete confirmation for removal
Processing notes (admin only)

Detail View:

Member information
Cancellation reason and details
Dynamic field responses
Selected offer
Signature preview
Terms agreement status
Processing notes and timestamp

Database Models

Core Models

model Ctc_Member {
  id                  String   @id @default(cuid())
  tenantId            String
  appId               String
  locationId          String   // Soft FK to Location
  email               String
  firstName           String
  lastName            String
  membershipStatus    String   // "active" | "inactive" | "none"
  membershipType      String?  // "monthly" | "yearly"
  membershipCreatedAt DateTime?
  balance             Decimal  @default(0.00)
  cancellations       Ctc_Cancellation[]

  @@unique([tenantId, locationId, email])
}

model Ctc_Cancellation {
  id                String    @id @default(cuid())
  tenantId          String
  appId             String
  memberId          String
  locationId        String    // Denormalized for querying
  status            String    // "incomplete" | "pending" | "processed"
  action            String?   // "cancel" | "freeze"
  currentStep       String    @default("1")
  reason            String?
  reasonDetails     String?   // JSON
  dynamicFields     String?   // JSON: Record<string, string>
  selectedOffer     String?
  signature         String?   // base64 data URL
  agreedToTerms     Boolean   @default(false)
  processedAt       DateTime?
  processedByUserId String?
  processingNotes   String?
}

model Ctc_OTP {
  id        String   @id @default(cuid())
  tenantId  String
  email     String
  locationId String
  code      String   // 6-digit code
  expiresAt DateTime // 5 minutes from creation
  verified  Boolean  @default(false)
}

Routes

Admin Routes

/app/{tenant}/apps/click-to-cancel - Cancellation dashboard
/app/{tenant}/apps/click-to-cancel/settings - Branding and configuration
/app/{tenant}/apps/click-to-cancel/settings/members - Member management

API Endpoints

GET /api/app/click-to-cancel/info - Get app config
POST /api/app/click-to-cancel/auth/request-otp - Generate OTP
POST /api/app/click-to-cancel/auth/verify-otp - Verify OTP and authenticate
POST /api/app/click-to-cancel/auth/verify-password - Password authentication
POST /api/app/click-to-cancel/cancellation/save-step - Save wizard step data
GET /api/app/click-to-cancel/user/current - Get current user info

User Personas

1. Member (External User)

Access: Public-facing cancellation portal

Workflow:

Visit cancellation portal URL
Select location
Authenticate via OTP or password
System validates eligibility
Choose cancel or freeze
Select reason and provide details
Review retention offers
Accept offer or decline
Review terms and sign digitally
Submit request
Receive confirmation

2. Front Desk Staff

Access: Click to Cancel dashboard in Blend app

Workflow:

Log into Blend app
Navigate to Click to Cancel
View list of pending cancellations
Filter by status
Review cancellation details
Process in ABC Fitness/Club Ready
Mark request as "processed"

3. Administrator

Access: Full admin access

Workflow:

Configure branding (logo, theme, background)
Set up cancellation reasons with custom fields
Create retention offers with reason filters
Manage member database (Phase 1 manual)
Monitor cancellation trends
Export reports

Configuration

Installation

Navigate to Apps section
Select "Click to Cancel"
Configure branding and settings
Set up cancellation reasons
Create retention offers
Deploy external portal

External Portal Integration

Technology Stack:

Nuxt 3 (Vue.js framework)
Tailwind CSS for styling
Canvas API for signature capture
Fetch API for REST calls

Environment Variables:

API_URL=https://blendx.ai
API_KEY=your-tenant-api-key
SESSION_SECRET=your-session-secret
USE_MOCK_API=false

Key Business Rules

Location Isolation: Members belong to specific locations
Eligibility Validation: Only active members without pending requests can submit
One Active Cancellation: Members can only have one pending/incomplete at a time
OTP Expiration: OTP codes expire after 5 minutes
One-Time Use: OTP codes can only be verified once
Auto-Member Creation: Members auto-created during OTP verification if not exists
Signature Required: Step 4 requires both signature and terms agreement
Reason Filtering: Offers shown for all reasons or filtered to specific reasons
Status Progression: incomplete → pending → processed