1. If the store closes down or changes its address, the consumer has the right to ask the merchant to return the balance of the prepaid membership card.

2. If the merchant continues to operate and the consumer unilaterally requests a refund for personal reasons, he can negotiate with the merchant for a refund.

3. If negotiation fails, you can complain to the consumers' association or bring a lawsuit to the people's court.

Suggestions for action:

The methods of protecting consumers' rights and interests are:

First, solve it through consultation. After a dispute occurs, consumers and business operators reach a settlement agreement through direct dialogue, stating facts, reasoning and distinguishing responsibilities on the basis of voluntariness and mutual understanding, so that the dispute can be resolved. This quick and simple dispute resolution method is an ideal way for both consumers and operators.

Second, complaint mediation. After a consumer and a business operator have a dispute over their rights and interests, they request the Consumer Protection Committee to mediate, that is, a third party persuades, communicates and mediates both parties to the dispute, so as to urge both parties to reach a settlement.

Third, administrative appeals. When consumers decide to complain, they usually state their requirements, reasons and relevant factual basis in writing. If a settlement is reached with the operator, the complaint may be withdrawn and the relevant administrative department may be required to make a conciliation statement.

4. Submit to arbitration. The two sides reached an agreement to voluntarily submit the dispute to an arbitration institution for mediation and make a judgment or award.

Fifth, file a lawsuit. If the legitimate rights and interests of consumers are infringed, they may bring a lawsuit to the people's court and request the court to conduct a trial in accordance with legal procedures.