Customers can ask to cancel a booking from their account. The booking stays active until you approve the request. Submitting a request does not issue a refund.
What the customer does
From My course registrations, they choose the entire registration or one student booking, read the policy, enter a reason and submit. They can open the request later to read the conversation or send a reply. Pending, approved and declined requests stay visible. Partner bookings still use the partner portal's cancellation controls.
Review a request
Open Educatify → Dashboard → Cancellation requests. The queue starts with open requests. Turn off Open requests only to see decisions and conversations.
- Send reply asks a question without deciding.
- Approve cancellation releases the requested seats.
- Decline needs a reason.
Approving one student removes only that line. The other lines and the payments stay as they are. Approving the whole registration sets its status to Cancelled. Freed seats can be offered to the waitlist. Staff who can only view the queue cannot reply or decide.
Policy and cut-off
Set the policy text and an optional cut-off under Settings → Waitlist. The cut-off is a number of days before the session starts, in your program's time zone. After the cut-off, the request button disappears. Leave the cut-off blank for no limit. Open-date sessions can accept requests only when the cut-off is blank. You can still decide a request that was submitted before the cut-off.
Emails and refunds
The customer receives request, approval and decline emails. Your registrations email address receives new-request notices. You can customize those templates.
Refunds stay manual. Recording a payment only accepts a positive amount, so approval does not refund a card or delete a payment. Arrange any refund separately.