Review pause and cancel requests from families

Turn requests on for a program

Requests are off by default and switch on one program at a time. The setting covers every registration group in the program.

1. Open the program from Payments → Programs, open its More actions menu (⋮) and choose Edit Program. On the program’s Cancellation requests tab, Go to Program Settings does the same.

2. Confirm Edit Program.

   Editing puts the program into draft: hidden from your members and closed to new registrations until you schedule it again. Existing registrations and billing keep running. Plan the switch for a quiet moment, or set it while you build a new program.

3. Open the Program Dates step. Under Registration Settings, turn on Cancellation requests.

   

4. Click Schedule to put the program back live.

Review a request

Web app Mobile app

1. A new request shows up three ways: a dashboard alert (“1 new cancellation request for [program] to review”, moved to the top of your alerts), a count on the Cancellation requests tab under Payments, and the same tab inside the program itself. The Payments tab lists every program; the program tab lists only that program.

2. Filter by Status or Request type, or search by athlete, program, or group. Click a row to open it.

   

3. The request shows who sent it and when, the resume date for a pause, and the parent’s note.

4. Choose an answer:

   • Approve and update billing approves it and makes the billing change.
   • Approve, I’ll handle billing tells the family yes but changes nothing. Use it when you’ll set up the change yourself, for example with a different date. The swimmer isn’t paused or canceled until you do it.
   • Decline turns the request down.

5. With Approve and update billing, set the details in the same window:

   • Pause: Pause until starts on the family’s resume date. Change it if you like. All invoices until that date are voided.
   • Cancel: leave Cancel associated billing plans ticked to stop billing, then pick At the end of the current period or Immediately. Immediately adds a Refund choice: No refund, Last payment, or Prorated amount. Also remove from the linked training group(s) starts ticked and takes the swimmer off the group too; untick it to keep them in the group. If the registration has no billing, the swimmer is removed from the program.

6. Optionally click Add note to parent. The note goes in the email and shows on the family’s request.

   

7. Click Confirm. See pause, move or cancel a billing plan for what pausing and canceling do to billing.

What the statuses mean

Families only see Pending, Approved, or Declined. They don’t see whether billing was changed.

Common questions

Why is Approve and update billing grayed out? There’s nothing to change. For a pause, billing for the registration is already paused, or it has no billing plan that can be paused yet (see “Can I pause a plan that hasn’t started billing?” in pause, move or cancel a billing plan). For a cancel, the swimmer is no longer registered. Choose Approve, I’ll handle billing or Decline instead.

Can I change my answer? Yes. Open the request again and choose differently. If it was already applied, changing the answer doesn’t undo the billing change. Resume billing or add the swimmer back from the registrant list.

Can a family send several requests? One pending request per registration. Once you answer it, they can send another.

Who can do this? Seeing requests needs the Finances permission; answering them needs Finances set to Edit.