How to cancel a payment plan (with or without canceling the enrollment)

To stop a payment plan's remaining charges and keep the registration, click the red X (Cancel Payment Plan) on the plan under Payment Plans on the customer's Account Overview; payments already made aren't refunded. To cancel the registration too, use the enrollment's Cancel tab and leave Cancel Payment Plan at Yes.

Applies to: Org admins with the Cancel Payment Plan permission · Enhanced, Elite and Enterprise plans · Registrations paid with a payment plan

Where: Customers > Account Management > Search > (customer) > Account Overview > Payment Plans, or Enrollments > Edit Enrollment > Cancel

Cancel the plan and keep the registration

Go to Customers > Account Management > Search, find the customer and click their name to open Account Overview.
Scroll to Payment Plans. To see a plan's payments, expand it: each payment shows its Scheduled Payment Date, Payment Amount, Status and Order #.
At the right end of the plan's row, after the magnifying glass (View Enrollment), click the red X icon (Cancel Payment Plan), shown here:
Click OK on "Are you sure you want to cancel this payment plan?".

What you'll see: "Payment plan cancelled." The plan's Pending and Failed payments change to Canceled, and the red X no longer shows. Payments already made stay Processed.

What happens to the money

Nothing is refunded or credited. The amount that was still scheduled stays on the account as a balance the family owes.
The family can pay it with the Pay Balance button when Enable Pay Balance is Yes on Programs > Configurations > General. You can take a card payment for them with Place Order > Add Balance Payment, or set up a new schedule with Add Payment Plan on Account Overview.
If you're waiving the rest, add a Misc - Credit for that amount with Add Transaction.
If Balance Block is on, the family can't check out new orders on your website until the balance is paid. Amounts on an active plan don't count toward Balance Block; once the plan is canceled, they do.
TeamSideline doesn't email the family when you cancel a plan, so let them know.

Cancel the registration and its plan

On Account Overview, click Enrollments, then the Edit Enrollment icon (pencil) on the registration.
Click the Cancel tab.
In Refund Type, choose Credit. Credit Amount starts at the registration's cost, which clears what's still owed and leaves a credit for what the family has paid. Lower it by anything you're keeping.
Under Cancel Enrollment Actions, leave Cancel Payment Plan at Yes. The note next to it names the plan and its pending payments, for example "Associated Payment Plan ... (2 pending payments for $100.00)".
Set the other options, such as add-ons to cancel and Email, and click Confirm Cancellation.

What you'll see: "Enrollment cancelled." The plan's remaining payments are canceled. For example, if the fee was $200 and the family had paid $50, a $200 Credit Amount clears the $150 still owed and leaves a $50 credit on the account.

To give that money back, refund each payment from Account Overview with Add Transaction > Refund/Void - Credit Card, choosing its order in Refund Order, and don't add a Misc - Credit. Each payment on a plan is its own card order, which is why the Cancel tab's Refund Credit Card can refund only the payment made at registration. The article How to refund payment plan installments and other separate payments walks through it. If you don't refund, the credit stays on the account for a future registration.

Don't choose No Refund unless the family should still owe the rest: it adds no credit, so the unpaid part of the fee stays on the account after the plan stops.

When a plan cancels by itself

Before each scheduled payment, TeamSideline checks the account. Instead of charging, it cancels the plan when:

the registration was canceled, including when it was moved to another program with the Transfer tab (a transfer cancels the old registration);
the registration is fully paid, for example after a balance payment;
the account doesn't owe anything.

If the account owes less than the scheduled payment, the payment is lowered to what's owed. And if you choose No for Cancel Payment Plan on the Cancel tab, the plan still stops before its next payment, because the registration is canceled.

If it doesn't work

There's no Payment Plans section on Account Overview. Your plan doesn't include payment plans (Enhanced, Elite and Enterprise), or your admin role can't see them.
The red X is grayed out. Your admin role doesn't have the Cancel Payment Plan permission. Ask an admin who manages users, or an admin who has it.
There's no red X on the plan. The plan is already canceled, or every payment has been made.
Cancel Payment Plan isn't on the Cancel tab. The plan has no pending or failed payments left: it's finished or already canceled, so there's nothing to stop.
The family is still asked to pay. That's expected: canceling the plan doesn't lower what they owe. Collect the balance, add a Misc - Credit, or refund as described above.

Good to know

To skip one payment instead of the whole plan, expand the plan, click the Edit Payment Plan icon (pencil) on that payment and click Cancel Payment. The same page lets you change its Scheduled Payment Date. The amount you skip stays owed.
Canceling a plan also stops the reminder email TeamSideline sends a few days before each payment, and any retry of a failed payment.
Families see their plans under My Account > Payment Plans, where they can change the card for upcoming payments, but they can't cancel a plan themselves.
A canceled plan can't be restarted. To spread the remaining balance again, use Add Payment Plan on Account Overview; it's available when the account owes a balance, your payment gateway allows recurring payments and your role has the Add Payment Plan permission.

Search

Welcome to Support