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How to cancel an enrollment and refund the card

  • Updated

To cancel a registration and give the money back to the customer's card, open the enrollment, click the Cancel tab, leave Refund Type at Refund Credit Card, set the Refund Amount and click Confirm Cancellation. The other two Refund Types, Credit and No Refund, cancel the enrollment without sending any money back to the card.

Applies to: Org admins with the Edit Enrollment permission · All plans (payment plans: Enhanced, Elite and Enterprise) · Registrations paid by card through Payrix

Where: Customers > Account Management > Search > (customer) > Enrollments > Edit Enrollment > Cancel

Choose the right Refund Type

Refund Type What happens Use it when
Refund Credit Card Cancels the enrollment and returns the Refund Amount to the card used for the order. The cancellation offsets the refund, so the account balance doesn't change. You're giving a full refund, or a partial refund that keeps a cancellation fee.
Credit Cancels the enrollment and adds the Credit Amount to the customer's account as a credit. Nothing goes back to the card. The customer will use the money for another registration, or you'll pay them back by check.
No Refund Cancels the enrollment. No money is returned and no credit is added. No refund is owed.

For a partial refund to the card, don't choose Credit. Keep Refund Credit Card and lower the Refund Amount. For example, to keep a $10 cancellation fee on a $100 enrollment, enter 90.00.

Cancel the enrollment and refund the card

  1. Go to Customers > Account Management > Search, enter the customer's name or the order number, and click Search.
  2. Click the customer's name to open Account Overview, then click Enrollments.
  3. Click the Edit Enrollment (pencil) icon on the enrollment you want to cancel.
  4. Click the Cancel tab.
  5. In Refund Type, choose Refund Credit Card, Credit or No Refund.
  6. With Refund Credit Card, review Available for Refund (the card payment on this order), Enrollment Cost and Service Fees, then enter the Refund Amount. It starts at the Enrollment Cost; service fees aren't included. Available for Refund doesn't subtract refunds already made on this order, so if part of it was refunded before, enter no more than what's left.
  7. With Credit, review the Credit Amount. It starts at the enrollment's cost; lower it to keep a fee.
  8. If the enrollment has add-ons, check Cancel next to each add-on that should be canceled too. Add-ons you leave unchecked stay active.
  9. Optional, with Refund Credit Card: type Comments (up to 100 characters). They're saved with the refund and are visible to the customer.
  10. Under Cancel Enrollment Actions, if Cancel Payment Plan appears, leave it at Yes to stop the remaining payments.
  11. In Remove from Roster (individual and roster programs), choose Yes to take the player off their team or No to leave them on it. N/A means the player isn't on a team. Either choice still cancels the enrollment.
  12. Check Email to send the customer a cancellation email. It starts unchecked and remembers your last choice.
  13. Click Confirm Cancellation. To leave without canceling, click Do Not Cancel.

How add-ons are handled: with Refund Credit Card, each checked add-on's price is added to the refund, and Total Refund Amount shows the total (never more than Available for Refund). With Credit, each checked add-on's cost is added to the credit. With No Refund, checked add-ons are canceled without a credit. If you track add-on inventory, canceled add-ons go back into stock. To refund an add-on, check it instead of adding its price to Refund Amount, and leave Refund Amount at the enrollment's cost; an add-on you don't check stays active.

Why Refund Credit Card isn't in the list

  • The order is less than 24 hours old. You'll see only Credit and No Refund. Wait until 24 hours have passed, or cancel with Credit and then refund the card from Account Overview with Add Transaction > Refund/Void - Credit Card. A full refund of a payment that hasn't settled yet is processed as a void.
  • The order wasn't paid by card through TeamSideline, for example it was paid by check or cash. Refund Type doesn't appear; you only see Credit Amount. If you pay the customer back yourself, record it with Add Transaction > Refund - Manual.
  • The enrollment and its add-ons cost $0, for example a free registration or a waitlist registration that wasn't charged. Only No Refund is offered.

What you'll see

  • The Cancel tab shows Enrollee Details (status, name, birth date, gender), Program Information (program, offering, and session for camps) and Order Details (order number, date and time). For card orders, a note explains that the processor keeps the original service fees and who paid them.
  • After you confirm, you return to the customer's Enrollments page with the message "Enrollment cancelled."
  • Account Overview shows the cancellation and, for a card refund, a Refund - Credit Card line, or Void - Credit Card if the payment hadn't settled yet.
  • With Refund Credit Card, the customer always gets an email titled "Enrollment Canceled | your organization's name", even if you leave Email unchecked. It names the enrollment, the amount refunded and the order number, and says the refund will go back to their card account within 2-5 business days.
  • With Credit or No Refund, the same "Enrollment Canceled" email, without the refund line, goes out only when you check Email.
  • If the enrollment was waitlisted, either email says it was canceled because the offering is full.
  • These emails go to every adult on the account who has an email address. You can find them in Communications > Communication Logs > System Log.
  • For a team registration, the team is deleted with the enrollment unless it already has games on a schedule. In that case you'll see "Team will not be removed with cancelled enrollment due to existing schedules."

If it doesn't work

When a refund error appears, nothing is canceled. Fix the cause and click Confirm Cancellation again.

  • "Refunds can only be processed 24 hours after the order has been placed and within 180 days of the order." The order is past its refund window (the message shows your number of days), or it has already been refunded in full. Cancel with Credit, pay the customer by check, and record it with Add Transaction > Refund - Manual.
  • "Error processing refund. This refund cannot be completed due to the customer's bank declining to process the refund. Please complete the steps to perform a manual refund." The customer's bank refused the refund, for example because the card account was closed. Cancel with Credit and refund manually, as above.
  • "Error processing refund. This transaction is not yet fully processed and can only be voided at this time. Voids are for full refund amount only. Please enter full amount, or wait for transaction to process to partially refund." The card payment hasn't settled yet, so it can only be voided for the full amount paid on the order. Enter the full Available for Refund amount to void the whole payment, or wait for the payment to settle and try again. If the order also paid for other registrations, wait.
  • "Can not refund for $0." Refund Amount is 0. Enter an amount, or choose Credit or No Refund.
  • "Refund amount cannot be for more than the original credit card payment or the combined total of multiple refunds cannot be for more than the original credit card payment." The total is more than what's left of the payment. Lower the Refund Amount or uncheck an add-on.
  • "All order items must belong to the same order for a refund." A checked add-on was bought on a different order. Uncheck it and refund that add-on separately.
  • "Invalid Credit Amount." Credit is selected and Credit Amount is empty. Enter an amount (0 or more).
  • "Master Program enrollment cannot be cancelled if there are "active" associated team registrations." or "Master Program enrollment cannot be cancelled due to existing schedules." Confirm Cancellation is turned off. Cancel the linked team registrations first. A team that already has games on a schedule can't be canceled this way.
  • "Enrollment has already been cancelled." Someone already canceled it. Check the Enrollments page.
  • There's no Cancel tab. Your admin role needs the Edit Enrollment permission, or the enrollment is already canceled.

Good to know

  • Enrollments are canceled one at a time; there's no bulk cancel. To work through a list faster, go to Reports > Report Dashboards > Enrollments. Clicking a name, or Options > Edit Enrollment, opens that enrollment in a new browser tab.
  • Families can't cancel registrations themselves on your website; their Enrollments page only shows a canceled status. An admin cancels, and refunds, from the customer's account as described above.
  • The card refund comes only from the order the enrollment was bought on. Payment plan installments are separate orders; refund them with Add Transaction > Refund/Void - Credit Card.
  • If you choose No for Cancel Payment Plan, the plan is still canceled before its next payment, because the enrollment is canceled.
  • Refund Credit Card doesn't clear money the customer still owes on the enrollment, such as the unpaid rest of a Partial Pay registration, because the cancellation only offsets the amount refunded. Add a Misc - Credit for the amount still owed to bring the balance to $0.
  • If you already refunded the card with Add Transaction, cancel with Credit and keep the Credit Amount at the enrollment's cost. With No Refund, the refunded amount stays on the account as a balance owed until you add a Misc - Credit for it.
  • The processor keeps the service fees on the original payment, so they aren't returned to your organization (a void is the exception). A service fee the customer paid isn't refunded unless you add it to the Refund Amount, up to Available for Refund.
  • To move a paid registration, such as a team, to another program without refunding, cancel with Credit and use the credit for the new registration. When you place the order for the customer, checkout shows "Available account credit". Families can apply a credit themselves at checkout when Programs > Configurations > General > Apply Credit is set to Yes.
  • To move a player to another program instead, use the Transfer tab (Transfer Enrollment permission). It's available for accepted registrations, but not for team or camp programs. To change the offering within the same program, use Offering on the Edit tab.
  • In a Team Registration or Team plus Roster program, canceling a team's enrollment also deletes the team from its division, if the team has no games scheduled. In a Team plus Roster program, players who already joined keep their own enrollments, so cancel them or move them to another team separately, and roster invitations that haven't been accepted stop working.
  • To refund part of a payment without canceling the enrollment, see the partial refund article below.
  • A canceled enrollment can't be reinstated. To put the player back, register them again with Place Order (checkout can use an account credit from the cancellation), and if they were taken off their team, assign them again with Assign To Roster.
  • Canceling doesn't erase the order history, and an account with any transactions can't be deleted.

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