📝 Overview
This guide explains how to remove a customer from a class, appointment, or course session they have registered for. You can remove a customer from a single session or, in the case of courses, from all sessions at once. All of these actions are carried out from the Calendar on your dashboard.
💡 When removing a customer who paid using a membership with a per-registration fee, you will be prompted to choose between a regular cancel (the membership credit is returned to the customer) or a late-cancel (the credit is not returned).
Choose the option that reflects the circumstances of the cancellation.
📅 Classes & Appointments
To remove a customer from a class or appointment session, navigate to your Calendar and open the relevant session.
From there, locate the customer in the registration list and select the option to remove or unregister them.
You'll be asked if you would like to remove the customer from this session as a Regular Cancel, or a Late Cancel.
Regular Cancel | In this case, the customer will be refunded their membership credit or drop-in fee payment. |
Late Cancel | In this case, no refund of the membership credit or payment will be made. |
💡 Cancel type affects reporting and membership usage. If a membership was not used for the registration (If the customer paid a drop-in fee) then no membership will be affected.
You will also be asked if you would like the customer to be notified. If you select Yes, then the customer will receive an email like this:
💡 You can edit the text in this email by going to Communications ➔ Notifications ➔ Removed By Business.
📒 Courses
Courses run across multiple sessions, so when removing a customer you have two options: remove them from a single session only, or remove them from the entire course (all sessions). Both actions start from the Calendar on your dashboard.
Click here to see how you can Remove a Customer from a Single Course Session
Click here to see how you can Remove a Customer from a Single Course Session
Use this option when a customer needs to be removed from one specific session but should remain registered for the rest of the course.
There are a couple of ways you can remove a customer from a course session. You can remove them directly from the Calendar by accessing that session, or via the Courses section. You can see more info on both of these options below.
Click here to see how you can Remove a Customer from a Single Course Session via the Calendar
Click here to see how you can Remove a Customer from a Single Course Session via the Calendar
Navigate to the Calendar, and scroll to the session in question.
Click on that session
Scroll down to the list of attendees
Click the gear icon (⚙︎) next to the customer you wish to remove
in the drop-down, select Leave Session
in the next page that loads, you can confirm you want to remove that customer by clicking on the Unregister button
💡 Customers who were removed from a session will then appear underneath the Attendees list under the "Substituted Out" section, and you can re-add them to the session again by selecting Add to Session, and then confirming you'd like to add them by clicking Register in the next page.
Click here to see how you can Remove a Customer from a Single Course Session via the Courses section
Click here to see how you can Remove a Customer from a Single Course Session via the Courses section
Navigate to the Courses section
Click on the Course in question
Scroll down and click on that session
Scroll down to the list of attendees
Click the gear icon (⚙︎) next to the customer you wish to remove
in the drop-down, select Leave Session
in the next page that loads, you can confirm you want to remove that customer by clicking on the Unregister button
💡 Customers who were removed from a session will then appear underneath the Attendees list under the "Substituted Out" section, and you can re-add them to the session again by selecting Add to Session, and then confirming you'd like to add them by clicking Register in the next page.
Click here to see how you can Remove a Customer from an Entire Course
Click here to see how you can Remove a Customer from an Entire Course
Use this option when a customer needs to be unregistered from all sessions in a course at once.
Navigate to the Courses section
Click on the Course in question
Click on Attendees
Click on Details to the right of the customer you wish to remove
Scroll to the bottom of the page
Click on Remove
Select refund type (see below)
No Refund | Do not issue a refund |
Refund via Original Processor | Refund the customer to the payment method they used to make payment for the course registration |
Refund to Account Credit | Add a credit to the customers account for the amount they paid for the course registration |
❓ Frequently Asked Questions (FAQs)
Find answers to common questions or additional details that may not be covered in the main instructions.
Click the arrow to view frequently asked questions
Click the arrow to view frequently asked questions
What happens to a membership credit when I remove a customer?
Click the arrow to see the answer
Click the arrow to see the answer
If the customer used a membership with a per-registration fee to book the session, you will be prompted to choose a cancellation type when removing them. Selecting a regular cancel returns the credit to the customer's membership. Selecting a late-cancel does not return the credit. Choose based on your cancellation policy and the circumstances of the removal.
Can I remove a customer from a course without affecting their other session bookings?
Click the arrow to see the answer
Click the arrow to see the answer
Yes. When working with courses, you can choose to remove a customer from a single session only, leaving their other bookings within the course intact. If you need to remove them from all sessions, use the option to unregister them from the entire course.
Can I remove a customer from multiple course sessions at once, without removing them from the entire course?
Click the arrow to see the answer
Click the arrow to see the answer
Yes. You can:
Navigate to the Courses section
Click on the Course in question
Click on Attendees
Click on Details to the right of the customer
Select Manage Sessions
Untick the course sessions you wish to remove them from
Select Save
