When a customer withdraws from a Program or Class and their account is on Auto-Pay with an outstanding balance, you have two paths: let the payment go through, or cancel it. Use the guide below to determine which action to take.
Situation | What to Do |
The payment should still go through | Deactivate the Enrollment |
The payment should not go through | Delete the Charge or Add a Credit |
If the Payment Should Go Through
Deactivate the Enrollment
If the customer needs to be removed from the Program but still owes a balance, deactivate the Enrollment rather than deleting it. Deactivating an Enrollment marks it as inactive — meaning the enrollee is removed from the Program — while still allowing Auto-Pay to continue collecting any remaining balance on the Account. Once the balance is paid, the Account will show a zero balance.
Note: If the Account already has a zero balance at the time of withdrawal, no further action is needed beyond deactivating the Enrollment.
For step-by-step instructions, see How to Deactivate or Delete Enrollments
If the Payment Does NOT Need to Go Through
If the customer should not be charged, you have two options to clear the balance: delete the Charge entirely, or apply a Credit to offset it. Use whichever approach fits the situation best — see both options below.
Option 1 — Delete the Charge
If the outstanding Charge is no longer valid and you don't need to keep a record of it, you can delete it directly from the Account. Deleting the Charge removes it entirely, bringing the Account balance to zero. After deleting, the Account will reflect no outstanding amount and Auto-Pay will have nothing to collect.
For step-by-step instructions, see How to view, Edit, or Delete Invoices.
Option 2 — Add a Credit to the Account
If you want to keep a record of the original Charge — or if deleting isn't the right fit — you can apply a Credit to offset the balance instead. The Charge remains on the Account but the Credit cancels it out, resulting in a zero balance. Auto-Pay will not collect a payment once the balance reaches zero.
Before applying a Credit, you'll need at least one Credit or Discount Item set up in Enrollsy. If you haven't done this yet, learn how to create a Discount Item first. Once your Credit Items are ready, learn how to apply a Credit to a customer's Account.
