Must know
- Each line has its own outcome. Keep the item, or choose Unenroll, Return item or Void card. Memberships and passes choose when access ends.
- The waitlist is not used. A spot freed by an invoice refund is not filled from the waitlist automatically, and is not given back if the refund is later reversed.
- Emails depend on your settings. The Program Cancellation email goes out only if your club has turned that rule on. Ending a membership or pass sends Access ended after a refund.
- A queued refund changes nothing yet. If a card refund is queued for review, nothing is cancelled until it is approved.
Defaults. Rows start on the cancelling choice (membership and pass rows on ending access, unless it is already ending). Keep returns money only. A $0.00 line with a cancelling choice still cancels: Review cancellation, then Confirm cancellation, and you see Line items cancelled. (or Access updated. if only access changed). Cancelling one drop-in session while others stay active leaves the enrollment in place.
Review step. Each row is badged Cancel, Refund, Ends now, Credits removed or Ends at period end.
Punches. If unenrolling hands punches back, a Return [N] punches to [card] box is ticked. Clear it to keep them spent.
The spot. An invoice refund frees the place but never promotes from the waitlist, even with Automatic Promotion on. It stays open until you promote someone from the program’s Waitlist tab or another family registers, and waitlisted families see Spot available on their row. Unenrolling from the Cancel enrollment? dialog does promote the next athlete when Automatic Promotion is on.
Also unwound. A discount on the invoice is restored as a reusable code once every line it applied to is cancelled. An order shows cancelled only when all its items are cancelled or returned. To put a shipped item’s stock back, do the return from Store > Orders instead, with Restock inventory ticked (details).
Access warning. If a program requires a membership or pass you are ending, the review step shows Programs that need this access. Enrollments stay and you can continue.
Queued for review. If a card refund would go over the daily refund limit, the dialog shows Refund queued for internal review. Nothing is cancelled, access stays on and the spot stays taken until it is reviewed.
Emails. Ending a whole enrollment sends Program Cancellation only if that rule is on (it starts off for new clubs; manage it under Settings > Communication > Notifications > System Rules). A payer who gets the card refund email does not also get Program Cancellation. Cash, e-transfer and account credit refunds send no refund email, so the payer does get it. Ending access sends Access ended after a refund, even at $0.00.
If the bank reverses it. The cancellation stands. Re-enroll the athlete by hand if needed.
Related: How do I cancel a line item without giving money back? · How do I refund a membership or pass, and what happens to the holder’s access? · What happens if a refund fails or the bank reverses it? · Which emails does a family get when I refund or cancel?