Cancelling Enrollments where you will be Keeping Some of the Pre-paid Funds

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Context & Steps

Why would we close an enrollment this way? Here are a few reasons:

- Hours have expired so clients lose access to those purchased hours

- Client has gone missing and can not be reached after a prolonged period of time (months or years)

- Client is moving away and do not wish to continue tutoring, nor receive a refund

In our scenario below, the client has prepaid $300 and that money will not be refunded. We will close the enrollment and keep that $300.

**Tip: Before closing the enrollment, ensure to close any Jobs that are associated with the enrollment on your Matching Dashboard.

1. Go to the Client Care > Enrollments/Account Summary page, and select the red X (close enrollment) icon.

2. Select the appropriate Cancel Reason, and ignore the Payment Method field.

3. Check the amount in the Remaining Balance section. If the client still has prepaid hours, this value will be green. 

4. Enter that same value in the Cancellation Charge field - that will make the remaining balance zero. In this example, we'll enter $300 in the Cancellation Charge field.

5. Select Cancel Enrollment at the bottom of the page when done.

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