If one of your customers is no longer able to make the date of their Course, learn how to transfer Delegates to a different Courses to free up their place on their current Course while still keeping their business!
When a customer can no longer make the date of a Course they have booked with you, where possible it is best to transfer them to an alternative date, rather than cancelling their booking altogether and losing the Course income from their booking.
The Transfer tool in your accessplanit platform will not only update your Delegate to have the status of ‘Transferred’ and free up their place on the Course, it will book them onto their new Course which will trigger any new course confirmation emails to be sent to them automatically!
Follow this page to learn the steps to transfer a Delegate from one Course to another.
Navigate to the Course you wish to transfer the Delegate from
This step will run through how to access the Delegate you wish to transfer from one Course to another.
Depending on whether your Delegate is booked onto a Classroom Course, Webinar Course, eLearning Course, or Document Course open the relevant CourseDataGrid If the Delegate was booked onto a Sessional Course, transferring them on the parent/sessional Course will automatically transfer 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 attended, 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 will be transferring to another Course
Transfer your Delegate
The transfer wizard allows you to choose which Course your Delegate would like to move to, apply transfer fees, and manage any Product & Service purchases and Sessions.
Right-click the Delegate that you need to transfer to view the context menu options for this Delegate
Select the ‘Transfer Delegate’ option
This will open the 'Transfer Delegate' window
Review the details at the top of the window
Within the Options area of the 'Transfer Delegate' window, you'll find four to eight options to complete depending upon the Delegate that you are transferring and the Course you transfer them to
Leave your selected Delegate within the 'Delegate' option
If your Delegate has any purchases linked, there will be the option to cancel these using the ‘Cancel Product & Service Purchases’ option
Select the ‘Course’ that the Delegate should be transferred to click ‘OK’ to confirm
If the Course you are transferring the Delegate to is sessional, use the Sessions option to select which Sessions they should also be added to in addition to the parent/sessional Course
If the Delegate has had an Invoice generated, you will have the option to apply a transfer fee, enter a cost in the ‘Charge’ option if you would like to charge your customer a fee for their transfer
Tick the ‘Copy Source Notes’ option to retain any notes from the original Delegate on their new Delegate record on the new Course
Enter a brief summary into the Transfer Notes for the reason of the Transfer
Click the ‘Transfer’ button to complete the transfer
This will display a pop-up confirmation message to you, click ‘Yes’ to confirm the Transfer
You will see a confirmation pop-up to let you know when the transfer is complete
Check the financial records
To check the financial records for the transfer, you will follow these steps:
Review the Invoice for the original Delegate
Issue refunds for any overpayments
Review the Invoice for the new Delegate & the transfer fee
Check over the Invoice for the original 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 original Invoice for the Delegate that has been transferred, right-click the transferred 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
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 transfer, some or all of payment will have been transferred to the new Invoice:
If the Delegate was transferred to a more expensive Course - the full value of the Delegate on this original Invoice will be taken from the original payment and moved onto the new Invoice For example, if a Delegate transferred from a £50 per Delegate Course to a £70 per Delegate Course, £50 of the original payment will be removed from their original Invoice and allocated to their new Invoice.
If the Delegate was transferred to a less expensive Course - the value of the Delegate on the new Invoice (plus any transfer fees) will be taken from the original payment and moved onto the new Invoice, this may leave an overpayment on the original Invoice For example, if a Delegate transferred from a £70 per Delegate Course to a £50 per Delegate Course with a £10 transfer fee, £60 of the original payment will be removed from their original Invoice and allocated to their new Invoice.
If the Delegate was transferred to a Course of the same value - the full value of the Delegate on this original Invoice will be taken from the original payment and moved onto the new Invoice For example, if a Delegate transferred from a £50 per Delegate Course to a £50 per Delegate Course, £50 of the original payment will be removed from their original Invoice and allocated to their new Invoice.
There will be a Credit Note for the full value of the Delegate to balance off this amount from the Invoice
Issue refunds for any overpayments
This step is only applicable if the Delegate has been transferred to a Course that is less expensive than their original Course, and a transfer fee does not cover the difference.
To refund an overpayment, first identify how much is overpaid
This will be calculated as , however it is possible to reference the ‘Outstanding’ column when viewing the Invoices DataGrid for the transferred Delegate
To refund the overpayment, 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
There will be one payment transaction for the original payment made on the Invoice, and another payment transaction for the Credit Note that was automatically generated during the transfer process
Right-click on the original payment transaction to view the context menu options for this transaction
Click on the ‘Refund’ context menu option
This will open the ‘Refund Payment’ window, review the details in the top half of the page
Scroll down to the Refund section of the window
If you are refunding a Payment Gateway payment (such as a Stripe, WorldPay, or Opayo payment) then you will see an option to ‘Keep the Refund’ local
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
It is best practice to select which items from the Invoice the refund relates to, this is so that any Credit Notes generated from this process have a reference to these items
Make sure the ‘Amount To Refund’contains the value of the overpayment
Finally, leave the ‘Create a credit note’ checkbox unchecked, as the Invoice has already had a Credit Note generated and allocated to it
Click the ‘Refund’ button to complete the refund
You will be taken back to the Transactions DataGrid where you will be able to see the refund added to the list of transactions on this Invoice
Review the Invoice for the new Delegate & the transfer fee
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 new Invoice and it’s transactions
To access the new Invoice for the new Delegate that has been transferred from another Course, go back to the Delegates DataGrid for this Course
Click to add a new column to your DataGrid
Add the column ‘Transferred To’ to your DataGrid
Click the dynamic link for the ‘Transferred To' Course and select the 'Edit Course’ option
This will take you to the details page for the Course the Delegate transferred to
Click the Delegates tab to access the Delegates list for this Course
Right-click the Delegate that was transferred to this Course from this 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
Right-click on the Invoice from this Invoices DataGrid to view the context menu options for this Invoice
Click on the ‘View’ context menu option
This will open the Invoice for you to check the contents, the Invoice should contain the new Delegate and the transfer fee if one was applied
Click on the Transactions tab
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 transfer, some or all of payment will have been transferred to the new Invoice:
If the Delegate was transferred to a more expensive Course - the full value of the Delegate on this original Invoice will be taken from the original payment and moved onto this new Invoice The new Invoice will be ‘Part Completed’. For example, if a Delegate transferred from a £50 per Delegate Course to a £70 per Delegate Course, £50 of the original payment will be removed from their original Invoice and allocated to this new Invoice.
If the Delegate was transferred to a less expensive Course - the value of the Delegate on the new Invoice (plus any transfer fees) will be taken from the original payment and moved onto the new Invoice, this may leave an overpayment on the original Invoice The new Invoice will be ‘Completed’, unless there was a transfer fee with a higher value than the difference between the Courses in which case the new Invoice will be ‘Part Completed’. For example, if a Delegate transferred from a £70 per Delegate Course to a £50 per Delegate Course with a £10 transfer fee, £60 of the original payment will be removed from their original Invoice and allocated to this new Invoice.
If the Delegate was transferred to a Course of the same value - the full value of the Delegate on this original Invoice will be taken from the original payment and moved onto the new Invoice The new Invoice will be ‘Completed’, unless there was a transfer fee in which case the new Invoice will be ‘Part Completed’. For example, if a Delegate transferred from a £50 per Delegate Course to a £50 per Delegate Course, £50 of the original payment will be removed from their original Invoice and allocated to their new Invoice.
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. Please note that the new Delegate created from a Transfer will pick up any automatic discounts that they meet the criteria for.
