Cancellations and Membership Changes

When patients need to cancel, pause, or switch plans, DPC Pro handles the billing adjustments and keeps a clear record of every change.

Membership changes are a normal part of running a DPC practice. Patients move, change financial circumstances, or want to adjust their coverage level. DPC Pro supports cancellations, pauses, and plan changes with configurable effective dates and automatic proration.

This page covers each type of membership change, what happens to billing when a change takes effect, and how to communicate changes to patients. Every membership change is logged in the patient’s billing history and reflected in the patient’s membership status for your records.

Whether a patient is downgrading to a lower tier, pausing membership for a few months, or cancelling entirely, you control the timing and terms.

Cancel a Membership

DPC Pro offers two cancellation options:

Cancel at end of billing period

This is the recommended approach for most cancellations. The patient keeps access through the end of their current billing period.

1. Navigate to the membership detail page.
2. Select Change Status.
3. Choose Cancel at Period End.
4. Optionally enter a Reason for your records.
5. Select Submit.

The membership status remains Active but is flagged to end at the close of the current billing period. No additional charges are processed. When the period ends, the status changes to Cancelled and coverage ends for all covered members.

Cancel immediately

For situations that require immediate termination:

1. Navigate to the membership detail page.
2. Select Change Status.
3. Choose Cancel Immediately.
4. Optionally enter a Reason.
5. Select Submit.

The membership status changes to Cancelled immediately. Coverage ends for all covered family members on the same day. No refund is issued for the remaining portion of the billing period.

Immediate cancellation

Immediate cancellation ends coverage the same day. All covered family members lose their active membership status. Patient records and clinical history are preserved. Only the billing relationship ends.

What happens after cancellation

Item	What happens
Patient records	Preserved: clinical history, visit notes, and messages remain accessible
Coverage	Ends for all covered members at the cancellation effective date
Pending charges	No new charges are created after cancellation
Outstanding invoices	Remain due and payable; cancellation does not forgive unpaid balances
Payment methods	Remain on file unless manually removed

Pause a Membership

Pausing suspends billing while maintaining the patient’s record and enrollment. This is useful when a patient needs a temporary break from their membership.

1. Navigate to the membership detail page.
2. Select Change Status.
3. Choose Pause Membership.
4. Select Submit.

The membership status changes to Paused. No charges are processed while the membership is paused.

Paused memberships

Paused memberships do not bill. The patient’s membership and clinical records are preserved. Resume the membership when the patient is ready to return.

Resume a paused membership

1. Navigate to the paused membership detail page.
2. Select Change Status.
3. Choose Resume Membership.
4. Select Submit.

The membership status returns to Active and billing resumes on the next billing date. The cancellation flag is cleared.

Change a Patient’s Plan

Plan changes let you upgrade, downgrade, or switch a patient’s membership plan without cancelling and re-enrolling.

How plan changes work

DPC Pro determines whether a change is an upgrade, downgrade, or lateral switch based on pricing:

Change type	When it applies	Effective date	Billing impact
Upgrade	New plan is more expensive	Immediately	Prorated charge for remaining days in current period
Downgrade	New plan is less expensive	Start of next billing period	No immediate charge; scheduled as a pending plan change
Same-price switch	New plan has the same price	Immediately	No additional charge

Process a plan change

1. Navigate to the membership detail page.
2. Review the current plan, pricing, and billing interval.
3. Select the New Plan and optionally a new Billing Interval.
4. DPC Pro displays a summary of the change:
   • Current plan name and price
   • New plan name and price
   • Price difference
   • Amount due now (for upgrades) or effective date (for downgrades)
5. Confirm the change.

Upgrade proration details

When upgrading, DPC Pro calculates the prorated charge:

1. Credit for the unused portion of the current plan (remaining days / total days in period x current price)
2. Cost for the remaining portion at the new plan rate (remaining days / total days in period x new price)
3. Amount due = new cost - credit (minimum $0)

The prorated charge is invoiced immediately. Going forward, the new plan price is used for future billing cycles.

Pending plan changes (downgrades)

Downgrades create a pending plan change record with:

• The current plan and billing interval
• The new plan and billing interval
• The effective date (start of next billing period)

DPC Pro applies pending plan changes automatically when the billing period ends. You can view and cancel a pending change from the membership detail page before it takes effect.

Change the billing interval

To switch between monthly and annual billing:

1. Navigate to the membership detail page.
2. Change the billing interval along with or instead of the plan.
3. The same upgrade/downgrade logic applies based on the resulting price change.

Change the billing day

To move a patient’s billing date to a different day of the month:

1. Navigate to the membership detail page.
2. Update the Billing Day (1—28).
3. DPC Pro calculates a prorated charge or credit for the adjusted period:
   • If the new billing day is sooner, a shorter billing period is charged
   • If the new billing day is later, a longer billing period is charged
   • The difference between the two is the prorated amount

Membership Change History

All membership changes are recorded for your practice’s records.

What is tracked

• Status changes (active, paused, cancelled, resumed)
• Plan changes (old plan, new plan, effective date)
• Price changes resulting from member additions or removals
• Payment recovery events and resolutions

View change history

From the membership detail page, you can see:

• Recent invoices: the last 10 invoices show billing events including proration charges
• Recent payments: the last 10 transactions for this membership
• Covered members: current active members with their coverage start dates

Audit trail

For a complete audit trail of billing activity across your practice, use the Billing Reports section.

Reactivate a Cancelled Membership

To re-enroll a patient whose membership was previously cancelled:

1. Navigate to Billing → Memberships → Create Membership.
2. Select the same Account Holder.
3. Choose the Membership Plan and Billing Interval.
4. Select Save.

DPC Pro creates a new membership record. The patient’s clinical history and records from their previous membership are unaffected. They are attached to the patient record, not the membership.

For Practice Managers

When a previously cancelled patient wants to rejoin, verify that their payment method is current before creating the new membership. Navigate to the account holder’s wallet to check or update their payment information.

What carries over

Item	Carries over?
Patient record and clinical history	Yes
Previous billing history	Yes (viewable from the old membership)
Payment methods on file	Yes (if not manually removed)
Previous membership pricing	No: new pricing applies
Contract terms	No: new terms from the selected plan

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Related Pages

• Create and Manage Membership Plans
• Individual Memberships
• Family Memberships and Dependents
• Employer Group Plans
• Add-On Charges
• Payment Processing and Receipts
• Handle Failed Payments
• Billing Reports and Revenue Visibility

Need Help?

If you need assistance with a membership change, reach out to the DPC Pro support team at [email protected] or visit the troubleshooting guide.