If a customer needs their registration payment returned, the first step is typically to cancel the enrollment. Canceling an enrollment allows you to remove the participant from the program and choose how the refund should be handled.

Common reasons to cancel an enrollment include:

• A customer requests a refund for a registration they no longer want.
• A participant withdraws from a program, season, or event.
• A parent accidentally registered for the wrong program or participant.
• A duplicate registration was submitted and one enrollment needs to be removed.
• A customer needs to transfer to a different program and the original enrollment needs to be canceled.
• A registration was made in error and payment needs to be returned.

When canceling an enrollment, you can choose the appropriate refund option:

• Refund Credit Card – Sends the refund back to the customer's original credit card payment method.
• Credit – Places a credit on the customer's account that can be used for a future order or manually refunded outside the system.
• No Refund – Cancels the enrollment without returning funds.

Note: If a customer is asking for a refund of their registration payment, you will generally need to cancel the enrollment first before processing the refund.

How to cancel an Enrollment:

• From the Admin Site Map, click the Customers > Account Management > Search link,
• Search for the name of the person who registered.
• When you see the name of the person who registered in the search results, click the linked name.
• Click the Enrollment tab.
• For the desired Enrollment, click the pencil icon for the item containing the registration information you want to change.
• From the Edit Enrollment page, click the Cancel Enrollment button and then the Confirm Cancellation button.
• If you want to refund the customers credit card for this enrollment, for Refund Type use the drop down to select "Refund Credit Card". The refund usually takes 3-5 days to show up in the customers bank account. 
• If you want to credit the customers account for this enrollment, for Refund Type use the drop down to select "Credit". This will leave a credit on the account and can be manually refunded (write a check) or used toward a future order. 
• If you do not want to refund this enrollment, for Refund Type use the drop down to select "No Refund" and the system will not refund the customer.
• If necessary, select the correct choice from the Remove from Roster dropdown.
• To have the system email the customer about the cancellation, check the Email box.

Enrollment Dashboard

• You can also go to Reports > Dashboards > Enrollments to see all Enrollments for a Program in a list view.
• On the right side of each row is a More Options icon that enables you to easily go to an Enrollment so you can cancel it.
• When you click the More Options icon it opens the Enrollments in a new browser tab -- so when done cancelling the Enrollment simply close the browser tab to go back to the next person on the Enrollments Dashboard list.

Note: Once an account has had an Enrollment, the account can no longer be deleted.

Related Article:

How to Process a Refund onto a Credit Card

How to Process a Refund for Add Ons