What is the Wellness Plan cancellation flow?
This flow lets staff cancel a pet's active Digitail Wellness Plan (DWP) and have Digitail automatically settle the balance between the value the pet parent has already used and the payments they've made. Instead of calculating clawbacks or refunds by hand, you get a clear, line-by-line settlement, and Digitail handles the client email, payment link, or client credit for you.
Note: This is an early-access feature, enabled per clinic. If you don't see it, it isn't turned on for your clinic yet - contact Digitail support.
How the settlement is calculated
When you open the cancel screen, Digitail compares two things for the plan so far:
Plan Payments Collected - the total charged to the pet parent for the subscription (recurring payments and the sign-up fee, if applicable).
Benefits Used - the value the pet parent has received through discounted or included visits. Each row is a visit where a plan benefit was applied, with its Amount, Amount Paid, and Amount Owed.
The Settlement balance is the difference between the two (plus your sign-up fee rules). It resolves to one of three outcomes:
Client owes clinic [amount] - they've used more value than they've paid.
Clinic owes client [amount] - they've paid more than they've used.
No balance due - the two sides are even.
The window shows its working under "How we calculated the settlement", so the number is always explainable.
If the plan has overdue subscription payments already due, those are shown separately and remain due on the account - the cancellation settlement only covers the remaining balance that wasn't already overdue.
Where to find it
Open the pet parent's Health Card, find the active Wellness Plan in the client panel, and click Cancel Plan.
The plan must be Active to be cancelled, and you need permission to manage patients at that clinic.
How to cancel a plan
On the Health Card, locate the Wellness Plan and click on the edit plan icon. The Cancel Plan modal opens with "You are about to cancel the following plan."
Review Plan Payments Collected and Benefits used to see what the pet parent paid versus the value they received.
The "How we calculated the settlement" area explains the calculation
If the plan had a sign-up fee, set the Refundable Sign-up Fee checkbox. By default it is off, which means that the sign-up fee is kept by the clinic. The balance recalculates in real time when the checkbox is toggled on or off.
Choose what to do with the balance - a Collection action or a Refund action (see the next section).
Click the confirm button - Cancel & Send Payment Settlement Mail (when collecting from the client) or Cancel Plan and Save (in all other cases).
Choosing what happens at settlement
Three possibilities:
When the client owes the clinic
Under Collection action, choose how much of the owed amount to collect:
Waive - do not collect - cancel without charging the client.
Collect - collect a partial amount you enter.
Collect full amount - collect the entire balance.
On confirm, the plan moves to Cancelation in progress, benefits stop, and Digitail creates a proforma settlement invoice (line item Wellness Plan Settlement - [Plan Name]) and emails the pet parent a pay link with the settlement PDF attached. When they pay, the proforma becomes a paid invoice and the plan moves to Canceled.
When the clinic owes the client
Under Refund action ("The clinic owes the client [amount]"), choose:
Do not refund - cancel without issuing anything back.
Refund as client credit - a partial amount you enter, or Refund full amount as client credit.
On confirm, the plan is Canceled immediately (no pending state), the client credit is created, and the pet parent is notified.
Need to refund to a card instead? Card refunds aren't part of this flow yet. Choose Do not refund here to finish the cancellation, then go to the Payments report and refund the relevant payment manually - that refund goes back to the original card.
When there's no balance due
The plan is cancelled right away - no money changes hands, and the pet parent gets a simple cancellation notice.
Plan statuses and pet parent notifications
The subscription moves through clear statuses:
Active → Cancelation in progress → Canceled when the client owes and must pay first.
Active → Canceled immediately when the clinic fulfills a refund or there's no balance.
In every case, confirming the cancellation stops all future renewals and disables plan benefits from that moment. The pet parent is notified by email and app push (a settlement PDF is attached when there's an amount to pay).
Tips & best practices
Check the Benefits used breakdown before confirming - it's the clearest way to explain the settlement to the pet parent if they ask.
Use the Refundable Sign-up Fee toggle deliberately - leaving it off keeps the sign-up fee with the clinic and changes the balance.
Client-owes cancellations aren't final until paid. The plan sits in Cancelation in progress (with benefits already disabled) until the settlement is paid; only then does it move to Canceled.
Overdue subscription payments are separate. Settling the cancellation doesn't clear payments that were already overdue - collect those as usual.
One settlement per plan. Once a settlement request has been made for a subscription, you can't start another - "A settlement request has already been made for this subscription."
Common questions
Why can't I cancel a plan, or see the Cancel Plan option?
The flow is enabled per clinic and only works on Active plans. If it's missing, it may not be turned on for your clinic yet (contact Digitail support), the plan may already be inactive or cancelled, or you may not have permission to manage patients.
Does the settlement amount include tax?
The settlement proforma shows a Subtotal, Tax, and Final amount due, so any applicable tax is included in what the pet parent pays.
What happens to benefits while a cancellation is pending?
Benefits are disabled the moment you confirm - even while the status is Cancelation in progress and the client hasn't paid yet. Future visits keep their slot but no longer receive plan discounts.
Can I refund the client to their card?
Not directly from this flow yet. Choose Do not refund to complete the cancellation, then open the Payments report and refund the relevant payment manually - that refund is sent back to the original card. The in-flow option issues the refund as client credit instead.
Can the client pay the settlement themselves?
Yes. They receive an email (and app push) with a pay link powered by Digitail Secure Payments (DSP). When the payment succeeds, the plan moves to Canceled automatically and a paid invoice is issued.
Example of a settlement document: