Enrollsy lets you give Account Holders the ability to cancel their own Class Enrollments directly from the Customer Portal. This article walks through how to turn the feature on per Program, what your customers will see when they cancel, and how to cancel a Class as an Admin when you need to do it for them. This is a feature that must be unlocked by an Enrollsy staff member. Please let us know if you want this feature.
Before You Start
Class cancellation is an account-level feature that must be unlocked by an Enrollsy staff member. Contact support if you want it enabled.
Every Class inside a Program that allows cancellation must have dates assigned. See How to Edit a Class for setup.
Account Holders cannot cancel a Class on the same day — cancellations must be made at least one day in advance.
What Happens when a Class is Canceled
Before turning the feature on, it helps to understand exactly what happens to an Enrollment when a Class is canceled, since the outcome depends on how many Classes are tied to that Enrollment.
One Class on the Enrollment: Canceling the Class deactivates the entire Enrollment.
More than one Class, one canceled: Only the canceled Class is removed from the Enrollment; the rest stay active.
All Classes canceled: Every Class is deactivated and deleted, and no historical record of the past Classes or Enrollment is kept.
In every case, any Admin subscribed to Enrollment cancellation emails will receive a notification identifying which Class was canceled and from which Enrollment.
How to Enable Class Cancellation (Admin Setup)
Turn cancellation on for each Program you want to allow it on:
Go to the Programs page and click the pencil icon next to the Program you want to update.
In the left menu, select Advanced.
Toggle Allow cancellation on.
Once enabled, every dated Class in that Program becomes eligible for customer-initiated cancellation.
How Customers Cancel from the Customer Portal
Once cancellation is enabled, Account Holders will see a cancellation prompt at the bottom of the Enrollments section on the Home page of the Customer Portal (both web and app).
To cancel a single Class:
Scroll to the Enrollment in the Enrollments section.
Click Click here next to the "Need to cancel?" prompt.
Review the confirmation screen and click Confirm.
After confirming, the cancellation takes effect immediately. If the customer doesn't see the cancellation reflected right away, ask them to refresh their browser page.
To cancel one Class on an Enrollment with multiple Classes:
Click the down arrow next to the Class name.
Select the Class from the list.
Choose the date you want to cancel — it must be at least one day in the future (same-day cancellations are not allowed).
Click Confirm.
Reminder: Account Holders cannot cancel a Class on the same day. If a same-day cancellation is needed, an Admin will have to handle it.
NOTE: If the customer doesn't see the cancellation, they will need to refresh their browser page.
How Cancel a Class as an Admin User
Sometimes you'll need to cancel a Class on behalf of a customer — for same-day cancellations, account cleanup, or a Class that's no longer running. Admin cancellation is a different workflow from the self-service toggle above.
Follow these steps:
Move current Enrollees out of the Class. How you do this depends on your Program's Enrollment Model — see How to Move, Enroll, or Reassign an Enrollee for moving Enrollees to the Unassigned List and re-enrolling them.
Close the Class to new enrollments by changing the Class Capacity. If you no longer need the Class at all, you can delete it. See How to Edit a Class for steps.
Refund any fees for affected Enrollees:
Paid by cash or check
Paid by ACH or credit card
See How to Issue a Refund for specific instructions.
NOTE: Admin cancellation does not use the "Allow cancellation" toggle — that toggle only controls customer self-service. Admins can cancel at any time using the steps above.