Cancellation & Transfer Charges Guidance

This article explores just how our cancellation and transfer wizard charges work in a number of different scenarios that Admins may come across

Cancelling a paid for place

When you are cancelling a Delegate place that is associated with a completed / fully paid Invoice you will see an option to apply a cancellation charge while processing the cancellation.

If you apply a cancellation charge, a new Invoice will be generated for the value of the cancellation charge which you can find in the main Invoices DataGrid, as this Invoice is not linked to the Delegate record.

The value of the cancelled delegate will will be refunded from the original transaction, if a payment gateway was used for payment there will be the option to keep this refund local in the cancellation wizard.

Cancelling an Invoiced place

When you are cancelling a Delegate place that is associated with an outstanding Invoice, you will see an option to apply a cancellation charge while processing the cancellation.

If you apply a cancellation charge, a new Invoice will be generated for the value of the cancellation charge.

The original Invoice will be marked as completed, paid off by a platform-generated Credit Note.

Cancelling a non-invoiced place

When you are cancelling a Delegate place that does not have an associated Invoice, you will not see an option to apply a cancellation charge while processing the cancellation.

As there is no original Invoice, you do not need to pay off the Invoice or refund any transactions.

Transferring a Delegate to a more expensive course

If the initial booking does not have an Invoice associated with it yet, the Delegate will be transferred to the new course and no financial records will be copied across. An Invoice will not be automatically generated for their new course place.

If the initial booking already has an Invoice associated with it, the Delegate will be transferred to the new course, with a new Invoice generated. Their original Invoice will be paid off in full using a Credit Note, and any transactions made (i.e. part payment or full payment) will be transferred to the new Invoice. If a transfer fee is applied, this will be added to the new Invoice. The outstanding value of the Invoice will be the total value of the new course, plus the transfer, minus any payments made so far.

Transferring a Delegate to a less expensive course

If the initial booking does not have an invoice associated with it yet, the Delegate will be transferred to the new course and no financial records will be copied across. An Invoice will not be automatically generated for their new course place.

If the initial booking already has an Invoice associated with it, the Delegate will be transferred to the new course, with a new Invoice generated. Their original Invoice will be paid off in full using a Credit Note, any transactions made (i.e. part payment) will be transferred to the new Invoice. If a transfer fee is applied, this will be added to the new Invoice. The outstanding value of the Invoice will be the total value of the new course, plus the transfer, minus any payments made so far. If the transactions made on the original Invoice have a greater value than the new course, i.e. a payment of £50 has been made and the new course + the transfer fee = £40, then there will be an over-payment on the old Invoice. This can be refunded via the transaction on the old Invoice.

Transferring a Delegate to a course of the same value

If the initial booking does not have an Invoice associated with it yet, the Delegate will be transferred to the new course and no financial records will be copied across. An Invoice will not be automatically generated for their new course place.

If the initial booking already has an Invoice associated with it, the Delegate will be transferred to the new course, with a new Invoice generated. Their original Invoice will be paid off in full using a Credit Note, any transactions made (i.e. part payment) will be transferred to the new Invoice. If a transfer fee is  applied, this will be added to the new Invoice. The outstanding value of the Invoice will be the total value of the new course, plus the transfer, minus any payments made so far.

Transferring a Delegate that booked using a discount

If the Delegate booked on to the original course with a discount, it is not possible to do a transfer as discounts are attached to a booking at the booking level. You would need to cancel the Delegate from the first course and re-book them on to the second course. 

Cancelling a Placeholder

Unused - Invoiced:

If the Placeholder is unused (Delegates haven’t been assigned) and this is part-cancelled, the quantity will be updated and a Credit Note can be created and applied to pay off the outstanding amount for number of cancelled places. No charge can be applied for this cancellation. 

If all the Placeholder places are cancelled, the amount of the Invoice will be paid in full with a Credit Note. If a Charge is added as part of the cancellation, a new Invoice is raised for the Charge amount that will be ‘Outstanding’. 

Unused - Paid:

If the Placeholder is unused, and this is part-cancelled, the quantity is updated and a Credit Note can be created and applied to pay off the outstanding amount for number of cancelled places. If a Credit Note is chosen to be created, this Credit Note will be for either the amount entered in the Credit Note Value, or if this is left blank, the proportionate amount for the number of cancelled places. 

Note: This will not refund the payment, leading to an over-payment on the invoice. 

If the Placeholder is unused, and all places are cancelled, the amount of the Invoice will be paid in full with a Credit Note. 

If you do decide to add a Charge, a new Invoice will be created for this and the original payment will be used to pay this new Invoice. If the Charge is lower than the original payment amount, the remaining value will be refunded after the Charge has been paid in full. If the Charge is higher than the original payment amount, the new Invoice will be ‘Part Completed’ and no refund will be issued. 

Used – Invoiced: 

If the Placeholder is used, this cannot be part-cancelled. The Delegate needs to be unassigned from the Placeholder, the quantity updated and then a Credit Note can be created and applied to pay off the outstanding amount for number of cancelled places. If a Credit Note is chosen to be created, this Credit Note will be for either the amount entered in the Credit Note Value, or if this is left blank, the proportionate amount for the number of cancelled places. 

Note: There will be no record of the Delegate being assigned to the Placeholder or booked on the course. 

If the Placeholder is used, and all places are cancelled, the amount of the Invoice will be paid in full with a Credit Note. 

Used – Paid: 

If the Placeholder is used, this cannot be part-cancelled. The Delegate needs to be unassigned from the Placeholder, the quantity updated and then a Credit Note can be created and applied to pay off the outstanding amount for number of cancelled places. If a Credit Note is chosen to be created, this Credit Note will be for either the amount entered in the Credit Note Value, or if this is left blank, the proportionate amount for the number of cancelled places. 

Note: This will not refund the payment, leading to an over-payment on the invoice. 

If the Placeholder is used, and all places are cancelled, the amount of the Invoice will be paid in full with a Credit Note. 

If you do decide to add a Charge, a new Invoice will be created for this and the original payment will be used to pay this new Invoice. If the Charge is lower than the original payment amount, the remaining value will be refunded after the Charge has been paid in full. If the Charge is higher than the original payment amount, the new Invoice will be ‘Part Completed’ and no refund will be issued. 

The Delegates assigned to the Placeholder will stay with the status of ‘Booked’ and are not cancelled.