Skip to main content
Must know
  • Cancelling a paid, promoted enrollment does not automatically refund the charge.
  • You issue any refund yourself, through the family’s payment records.
  • Cancelling still frees the spot, which promotes the next person on the waitlist if Automatic Promotion is on.
When an athlete is promoted off a waitlist, their saved card is charged for the program price right away. If you later cancel that enrollment, the money does not come back on its own. Cancelling and refunding are two separate steps. Cancelling the enrollment — from the athlete’s profile, on the Programs tab, with Cancel Enrollment — ends their enrollment and reopens the spot, but it leaves the original payment in place. Nothing is returned to the family until you decide to refund it. Issue the refund by hand. If you do want to return the money, refund the charge from the family’s payment records the same way you would any other payment. That gives you control over whether to refund in full, partially, or not at all — for example, if you’re charging a cancellation fee. The freed spot still moves the line. Independently of the money, cancelling the enrollment opens a spot. If the program has Automatic Promotion turned on, the next athlete in join order is promoted (and charged) automatically. If it’s off, the spot simply stays open until you promote someone from the Waitlist tab. So the sequence to keep straight: cancel the enrollment to free the spot, then, if appropriate, issue a refund separately. One does not trigger the other. Related: How do I refund a customer on a paid invoice? · What is a family charged when promoted off a waitlist? · How do I manually promote an athlete off the waitlist? · What happens when a spot opens in a full program?