Cancelling a Public Attendee / Corporate Booking

The following guide details how to process a cancellation in Salesforce, both for public Attendees and Corporate Customers. 

1. Find the Attendee / Corporate Booking

The first step is to find either - 

  • The Attendee record for the public attendee who would like to cancel. An Attendee record represents an individual Student's enrolment in a specific Course
  • The Booking record for the Corporate customer that would like to cancel. A Booking record represents a corporate Customers enrolment in a Course, whether it is for 1 or 20 Attendees

You can find a great guide for how to find a specific public attendee record here - Rescheduling a Public Attendee and a similar guide for locating a Corporate Booking here - Rescheduling a Corporate Booking. Clicking either of these links will open a new tab.

2. Cancel your Attendee/Corporate Booking

The process for cancellation is the same, whether it is for a Public Attendee or a Corporate Booking. Each type of record has a 'Cancellation' button in the top right hand side of the screen.

Booking Record

Attendee Record

Dependent on your profile and access to the system you may have to click on the little arrow to the right hand side of your buttons to access your 'Cancellation' option.

Once you have selected 'Cancellation' you will be presented with a few options. Nothing too detailed, just a couple of bits of information about why the booking is being cancelled. Simply fill out the details and select 'Save'.

IMPORTANT - when you click save Salesforce will evaluate your Attendee/Booking record against St John's cancellation policy and make a decision on whether a refund is required. You can review Salesforce's decision before you process the Cancellation. You will find 'Cancellation Information' that details how any business days there are until the Course and (based on this) whether a refund is available.

There is one situation in which Salesforce will not make the refund decision for you. When selecting the 'Reason for Cancellation', you can select 'St John Course Cancelled - Refund Required'. This is for occurrences where St John have cancelled a Course and the student should therefore receive a refund regardless of the proximity to the Course.

Cancelling one Attendee on a Booking Record

You may need to cancel just one (or a few attendees) against a corporate booking. This is easy to do - 

  1. Find your corporate booking record. A great way to do this is to search for the Account using the Salesforce global search. In the 'Related' tab you will find a list of Bookings
  2. Open up the Corporate Booking record and navigate to the 'Related' tab. There, you will find a list of 'Attendees'
  3. Find the Attendee that you would like to Cancel and open it up using the 'A' number
  4. Use the 'Cancellation' button on the top right of the Attendee record. This process is the same as other cancellations.
  5. You will notice that when you navigate back to your Corporate Booking record, the 'Remaining Spots to Book' will have adjusted to reflect the cancellation. You are ready to add a new attendee against the Booking

System Udates

The following updates and actions will be processed automatically upon a completed cancellation -

1. Public Attendees

  1. The Attendees 'Confirmation Status' will be updated to 'Cancelled'
  2. The page layout will change to only show fields pertinent to the cancellation to assist when a refund is required
  3. If a refund is required, a Salesforce Case will be created and routed to the finance team to be processed

If a refund Case is created you will be able to see this in the 'Related' tab under 'Cases'

2. Corporate Booking

1. The Booking 'Status' field will be updated to 'Cancelled'

2. The page layout will change to only show fields pertinent to the cancellation to assist when a refund is required

3. If a refund is required, a Salesforce Case will be created and routed to the finance team to be processed

4. The Confirmation of any attendees linked to the Corporate Booking will be updated to 'Cancelled'

You can see a full list of Attendees under the 'Related Tab'