If your customer no longer wishes to have their Delegate place reserved on your Course and they are not interested in attending a different Course instead, learn how to cancel Delegates on your Courses to free up the places for future bookings!
Cancellations happen, and when they do it is important to get them processed as quickly as possible so that the places on your Course are freed up for your other customers.
The Delegate Cancellation tool in your accessplanit platform will not only update your Delegate to be cancelled and free up their place on the Course, this process will automatically take care of refunds and Credit the original Invoice for you too!
Follow this page to learn the steps to cancel a Delegate on a Course.
Navigate to the Course you wish to cancel the Delegate from
This step will run through how to access the Delegate you wish to cancel from your Course.
Depending on whether your Delegate was booked onto a Classroom Course, Webinar Course, eLearning Course, or Document Course open the relevant CourseDataGrid 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
If the Course was Classroom or Webinar, find the Course the Delegate attended by applying filters and/or searching the Courses DataGrid
Right-click on the Course the Delegate is booked onto, this will show you the context menu options for this Course
Click on the ‘Delegates’ context menu option
You will be taken to the Delegates DataGrid, which will show you the Delegates assigned to this Course only
From the Delegates DataGrid, identify the Delegate that you need to Cancel
Cancel the Delegate from your Course
This step will run through how to cancel the Delegate from your Course.
Right-click the Delegate that you need to cancel to view the context menu options for this Delegate
Click on the ‘Cancel Delegate’ context menu option
This will open the ‘Cancel Delegate’ window
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
Within the Options area, you'll find one to three options to complete
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:
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
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
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
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
Click the ‘Cancel’ button to complete this Delegate’s cancellation
Check the financial records
To check the financial records of the cancellation, you will follow these steps:
Review the Invoice for the Delegate
Review the Invoice for the cancellation fee
Review the Invoice for the Delegate
This step is only applicable if the Delegate had been Invoiced before their place on the Course was cancelled, it will take you through reviewing the original Invoice and it’s transactions
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
Click on the ‘Invoices’ context menu option
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
The Invoice for the Delegate should have a status of ‘Completed’ with the amount outstanding as '0'
Right-click on the Invoice from this Invoices DataGrid to view the context menu options for this Invoice
Click on the ‘Transactions’ context menu option
This will open the ‘Transactions’ DataGrid showing all payments and refunds for this Invoice
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
There should also be a Credit Note for the full value of the Delegate to balance off this amount from the Invoice
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
Review the Invoice for the cancellation fee
This step is only applicable if you applied a cancelled fee, it will take you through checking the new Invoice that has been generated specifically for the fee.
A new Invoice is required because it is not recommended and it is often illegal to update financial records, such as Invoices, once they have been committed and/or shared with your customers.
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
Click on the ‘Invoices’ context menu option
This will open the ‘Invoices’ DataGrid showing the Invoice that this Delegate is included on and another Invoice for their cancellation charge
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
