Cancelling bookings

This guide explains how cancellations work and what options you have.

Overview

Who can cancel?

Reasons for cancellation

Typical reasons for cancellations:

• Customer cannot attend
• Change of plans
• Illness
• Course is cancelled
• Admin correction

Cancellation by the customer

Within the deadline

1. Customer goes to "My bookings"
2. Selects the booking
3. Clicks "Cancel"
4. Confirms
5. Credits are automatically refunded

After the deadline

Depending on settings:

• Not possible: Button is greyed out
• Without refund: Credits are forfeited
• With fee: Partial refund

Communication

The customer receives:

• Cancellation confirmation by email
• Information about credit status
• Notice about alternatives

Cancellation by the admin

Regular cancellation

1. Go to the booking or participant list
2. Select the participant
3. Click "Cancel"
4. Choose the credit option
5. Optional: send a notification

Credit options

Without customer notification

For internal corrections:

• Check the "Without email" box
• Customer will not be informed
• Only for admin corrections

Bulk cancellations

Cancel a course session

When an entire course session is cancelled:

1. Go to the course session
2. Click "Cancel session"
3. System cancels all bookings
4. Credits are refunded
5. All participants are notified

Multiple bookings

1. Select multiple participants
2. Click "Cancel selected"
3. Choose the global credit option
4. Confirm

Setting the cancellation deadline

Globally

Under Settings → Bookings:

• Hours before the course starts
• Default for all courses

Per course

In the course settings:

• Individual deadline
• Overrides the global setting

Examples

Credit refund

Automatic refund

When cancelled within the deadline:

• Credits are refunded immediately
• Original validity is maintained
• FIFO principle applies

Manual control

As an admin you can:

• Goodwill refund after the deadline
• Partial refund for no-shows
• Issue replacement credits

Special cases

Expired credits:

• Cannot be refunded
• Admin can issue new credits

Used credits:

• For direct payment: refund handled separately

Waitlist on cancellation

Automatic move-up

When the waitlist is enabled:

1. Cancellation occurs
2. System checks the waitlist
3. First person in line is booked
4. Notification is sent

Time window

Move-up is possible when:

• There is still time before the course
• Customer is reachable
• Credits are available

Manual move-up

If automatic move-up is disabled:

1. Process the cancellation
2. Check the waitlist
3. Contact manually
4. Book manually

Tracking cancellations

Cancellation log

Every cancellation is recorded:

• Timestamp
• Who (customer/admin)
• Reason (if provided)
• Credit action

Reports

Under Reports → Cancellations:

• Cancellation rate
• Reasons (if recorded)
• Time distribution

Anomalies

The system warns when:

• Unusually high rate
• A single customer cancels frequently
• Problems with specific courses

Best Practices

Clear communication

• Include cancellation conditions in terms and conditions
• Inform at time of booking
• Mention in the confirmation email

Fair policy

• Leniency for first-time offences
• Transparent consequences
• Consistent enforcement

Preventive measures

• Send reminders
• Use waitlists
• Overbooking (with caution)

Frequently asked questions

Can the customer cancel after a no-show?

No, cancellation is no longer possible after the course has ended. Credits are then consumed (depending on settings).

What about technical problems?

If the customer was unable to cancel:

• Apply goodwill
• Cancel manually
• Refund credits

How do I handle repeat cancellers?

Options:

• Have a conversation
• Set a booking limit
• Require prepayment

Next Steps

• Back to overview
• Check-in system