Cancel a Delegate

1. Depending on whether your Delegate was booked onto a Classroom Course, Webinar Course, eLearning Course, or Document Course open the relevant Course DataGrid from the main menu
   If the Delegate was booked onto a Sessional Course, cancelling them on the parent/sessional Course will automatically cancel them from all of the sessions to save you time

   Open

   

    

2. If the Course was Classroom or Webinar, find the Course the Delegate attended by applying filters and/or searching the Courses DataGrid

    

3. Right-click on the Course the Delegate is booked onto, this will show you the context menu options for this Course

    

4. Click on the ‘Delegates’ context menu option

    

5. You will be taken to the Delegates DataGrid, which will show you the Delegates assigned to this Course only

    

6. From the Delegates DataGrid, identify the Delegate that you need to Cancel

1. Right-click the Delegate that you need to cancel to view the context menu options for this Delegate

    

2. Click on the ‘Cancel Delegate’ context menu option

    

3. This will open the ‘Cancel Delegate’ window

4. Review the details at the top of the window
   Please note that the cost will only be populated if the Delegate has paid for their place on the Course
   
   

5. Within the Options area, you'll find one to four options to complete

   1. If the Delegate has had an Invoice generated, you will have the option to apply a cancellation fee, enter a cost in the ‘Charge per Delegate) if you would like to charge your customer a fee for their cancellation
      Please note: If you apply a cancellation fee, then a new Invoice will be raised for this fee when the cancellation is complete.
      This is because the Delegate’s existing Invoice has been committed and therefore it should not be updated. You can read more about the Invoicing process for cancellations in our guide: Cancellation & Transfer Charges Guidance
      
      

   2. If the Delegate has Purchases linked to them, you are able to choose which Purchases to cancel alongside their cancellation

   3. Enter text into the Cancellation Notes if there is anything that you would like to document and share with your team about this cancellation, this note will be stored against the Delegate within the 'Notes' page
      
      

   4. If a Payment Gateway was used for a payment of the Delegate’s place on the Course there will also be a ‘Keep Refund Local’ option

      1. If the customer has already had their payment refunded through your payment gateway or through your accounting team, and you simply need to record the refund in your accessplanit platform, check this box to record the refund on your accessplanit platform (locally) only

      2. If the customer has not yet had their money returned and you would like to refund the payment back to them now, leave this box unchecked
         
         

6. Click the ‘Cancel’ button to complete this Delegate’s cancellation

1. To access the Invoice for the Delegate, right-click the cancelled Delegate from the Delegates DataGrid to view the context menu options for this Delegate

    

2. Click on the ‘Invoices’ context menu option

    

3. This will open the ‘Invoices’ DataGrid showing the Invoice that this Delegate is included on
   If a cancellation charge was applied to the cancellation, there will be a second Invoice in this DataGrid for this charge

    

4. The Invoice for the Delegate should have a status of ‘Completed’ with the amount outstanding as '0'
   
   

5. Right-click on the Invoice from this Invoices DataGrid to view the context menu options for this Invoice

    

6. Click on the ‘Transactions’ context menu option
   
   

7. This will open the ‘Transactions’ DataGrid showing all payments and refunds for this Invoice

    

   1. If there was a payment made against the Invoice ahead of the cancellation, there will now be a matching refund transaction for it for the same value

   2. There should also be a Credit Note for the full value of the Delegate to balance off this amount from the Invoice, and additional Credit Notes if any Purchases have also been cancelled

   3. If there was a cancellation fee applied during the cancellation process, both the original payment and the refund transactions will have been deducted the amount of the fee, the customer should not have received a full refund as a part of this should have been used to pay off their cancellation fee

1. To access the Invoice for the cancellation fee, right-click the cancelled Delegate from the Delegates DataGrid to view the context menu options for this Delegate

    

2. Click on the ‘Invoices’ context menu option

    

3. This will open the ‘Invoices’ DataGrid showing the Invoice that this Delegate is included on and another Invoice for their cancellation charge

    

4. If the Delegate’s Invoice had been paid, and part of that payment has been used to pay off the cancellation fee instead of being refunded to them, the cancellation fee Invoice should have a status of ‘Completed’ and an amount outstanding of 0
   If the Delegate’s Invoice was outstanding before the cancellation, then the new Invoice for the cancellation fee will now also be outstanding

Please use the below flowchart to diagnose the issue