Membership Freeze Request Handling Checklist
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A step-by-step front desk checklist for taking one membership freeze request from first contact to a confirmed, automatically scheduled return.

[ ] Enter the request into the single intake queue the moment it arrives, even if it was made verbally at the desk
[ ] Record the member identifier, requested start date, requested end date, and reason category on the request
[ ] Capture any notes the member offered without asking them to justify the freeze
[ ] Confirm the member meets the minimum tenure rule in your written policy
[ ] Check that the requested length falls between your minimum and maximum freeze duration
[ ] Check that the freeze fits within the member's annual cap on frozen months
[ ] Confirm the notice period is met, or note that the request needs a manager exception
[ ] Flag medical and military requests so they follow their separate documentation and duration rules
[ ] Decide whether any freeze fee applies and whether the policy waives it in this case
[ ] Log any exception to the written policy with a one-line reason and the name of the person who approved it
[ ] If the request is declined, tell the member why in plain words and offer the nearest option the policy allows
[ ] Apply the freeze to billing before the next billing run, with a fixed start date and a fixed end date
[ ] Handle any mid-cycle proration the way your policy describes, and note it on the request
[ ] Pause add-ons such as personal training or locker rental according to their own rules
[ ] Send a written confirmation that states the freeze dates, any fee, and the exact amount that will be charged on the resume date
[ ] Move the request to the confirmed state and assign an owner for the resume step
[ ] Schedule the resume reminder to go out one to two weeks before the end date
[ ] Ask for updated payment details in the reminder if the card on file expires before the resume date
[ ] Verify that billing restarted automatically on the end date and that the first charge succeeded
[ ] Send a welcome-back message with a suggested class or trainer check-in for the member's first week
[ ] Route any extension request back through the same queue and count it against the same annual cap
[ ] Record the final outcome as returned or lost so the monthly return and leakage rates stay accurate