Customer Cancellation Add-on

This add-on allows your customers to cancel their upcoming lessons from Lesson Reminders or within their Teachworks account.

Enabling the Add-on

1. Go to the Account & Settings tab and click on "Integrations & Add-ons"
2. Use the search field on the right and enter Customer Cancellation
3. Click on "Manage" under the add-ons section

Settings

Click on “Manage” to configure the add-on.  On the “Customer Cancellation Settings” page, you can customize the following:

1. Rules - You can specify the following rules that will affect how cancellations work:

1. Set the Cancellation cut-off time
2. Specify the lesson status to be set if the lesson is cancelled before the cut-off time.
3. Specify the lesson status to be set if the lesson is not cancelled before the cut-off time.

2. Instructions - This field allows you to add instructions about cancellations that will appear on the page where clients can cancel a lesson.

3. Success Message - This field allows you to display the message entered in this field after a lesson has been successfully cancelled.

4. Success Message - After Cut-off - This field allows you to display the message entered in this field after a lesson has been cancelled if it was cancelled after the cut-off time. If left blank, the standard "Success Message" from the previous field will be used.

5. Cancel Link Text - The text entered in this field will be used as the anchor text for the cancellation link in the Lesson Reminder emails where the {CANCEL-LINK} merge tag appears.

6. Add Cancel Merge Tag to Reminder Templates - You can add the {CANCEL-LINK} merge tag to your family & student reminders clicking the links in this section.

7. Child Student Cancellation - You can enable this option to allow child students to cancel their own lessons.

8. Cancellation Reason - Enable this option if you'd like to require your clients to enter a reason for cancellation.

Usage

Cancelling from the Lesson Reminder

If you've added the {CANCEL-LINK} merge tag to your Family and/or Student lesson reminders, parents and/or students will be able to click on it to cancel the upcoming lesson.  Here’s an example of how the cancellation process looks in the lesson reminder:

1. Click on the "Cancel Lesson" link in the lesson reminder email

2. Click "Cancel Lesson" to confirm the lesson cancellation.

Cancelling from the Teachworks Calendar

In addition to the cancellation link in the reminder emails, parents and students can also access it by clicking the "View" option for a lesson on the calendar in their account and they'll see a "Cancel" button next to each student listed.  Here’s an example of how the cancellation view looks from the calendar:

Notifications

When a customer cancels one of their upcoming lessons, the following users will receive a cancellation notification:

1. The Company Administrator
2. The Teacher assigned to the lesson
3. The student(s) assigned to the lesson
4. The family profile(s) that are associated with the students if it's a child student

NOTE: If you would like to send notifications to staff users when customers cancel their lessons, you will need to setup a forwarding rule.  You can refer to this article for more information: Forwarding Emails.

Viewing Lesson Cancellations

There are two locations that you can view the lessons that have been cancelled by customers:

Teachworks Dashboard - You can enable the Customer Cancellations widget by following the steps below:

1. Click on Account & Settings
2. Click on Dashboard Settings
3. Click Enable under "Customer Cancellations"

You can see an example of what the Customer Cancellations dashboard widget looks like below:

Calendar Navigation Tab - You can also view the lessons that have been cancelled by your customers directly in the calendar tab following the steps below:

1. Click on the Calendar navigation tab at the top
2. Click on "Lesson Cancellations" 

Note About Open Classes: If you are using the Open Classes Add-on, and a customer cancels a student in an open class, only the student's status will be set to cancelled. The class status will remain unchanged so that other students can enroll in the class. To update the status for the entire class, complete the lesson as usual using the Complete Lesson form.