Follow these steps at your club’s own website. Available screens and actions depend on your account’s role and the programs your club has enabled.
Overview
Open the household's renewal and invoice records before answering questions about dues, deadlines, late fees, or leaving the club.
Why did the household receive a renewal reminder or late fee?
Check the renewal date, open balance, extension, and payment history. Explain the deadline and next action shown on the record. Route requests for an extension, late-fee waiver, termination, or financial adjustment to the authorized staff member.
When will a relinquishing household receive its bond refund?
Check the submitted notice, approval status, and bond history. Bond refunds are paid by check, not card or ACH. See How to resign a swim club membership.
Nobody is emailed when a notice is declined. The portal tells the member the membership team will be in touch, which means a person has to do that. If a member asks what happened to a notice decided a while ago, check its status before assuming they were told.
If the late-notice penalty uses up the whole bond, or the household never posted one, there is no check at all. Nothing is queued, and the approval email says so rather than naming a refund of nothing. A member who was told a check was coming and never received one may be an older case from before that was fixed, so check whether a payable exists on the check run before promising anything.