Transferring Registrations and Answering Transfer Requests
A transfer moves a registration to another session or drop-in date without cancelling it. The payment, the price the customer paid and your payout all stay as they were. Only the seat moves. You can move a registration yourself from the session roster, and customers can ask you to move one from their dashboard. Both are handled on the roster.
Moving a registration yourself
- Open the session roster and select the participant. To move several participants to the same place, select them all.
- Click Transfer. You can also find it in the participant drawer.
- Choose where to move them. If you have more than one listing, pick the Listing first, then the session or drop-in date.
- Leave Email the customer ticked to send them the new session's dates and times in your name, or untick it to move them quietly.
- Click Transfer.
- You can move a registration anywhere in your organization, at any price. The one exception: a monthly enrollment can only move to another session that is billed monthly, and a one-time registration can't move into one. The customer's original payment is not adjusted either way. If you want to return part of it, issue a partial refund; see Processing Refunds & Cancellations.
- Moving to a different listing asks you to confirm that the price and required forms may differ. If the new listing asks for forms the customer has not filled out, request them; see Sending (and Resending) Forms After Registration.
- A full session is not a barrier. Its capacity goes up to fit the participant you move in, the same way an invitation to a full session works. See Managing Session Waitlists.
When a customer asks to move
Customers ask from their registration's card, under Manage > Cancel or transfer. They choose from a list of sessions, can add a note for you, and send the request. Every request waits for your decision.
The list only includes sessions you could approve without anything else changing. A session appears only if it:
- belongs to the same listing;
- has the same price the customer paid. For a session with price tiers, it is offered through a tier at that price, and approving moves the registration into that tier;
- has the same participant requirements: the same age range, grade range and gender restriction, or none, as the current session;
- is billed the same way (monthly or one time);
- has not started and has a seat open.
A drop-in day can only be swapped for another drop-in day of the listing, and a full session is never swapped for a single day. If nothing qualifies, the customer is told so and offered cancellation instead.
A request does not hold a seat. Until you approve it, the requested seat is open to anyone who registers.
Where a request shows up
| Where | What you see |
|---|---|
| Bell | A Transfer request notification that opens the roster with the participant's drawer. |
| A "Transfer request" email to your organization's email address, with the current and requested sessions, the customer's note, and a Review on roster button. | |
| Session roster | The participant's status reads Transfer requested, and a yellow Review transfer request button sits on their row. |
| Participant drawer | A Transfer request card with the requested session and price tier, the customer's note (or "No note"), the date they asked, and the same button. |
| Customers page | "Transfer request awaiting your decision" on that customer. |
Answering a transfer request
Click Review transfer request on the row or in the drawer. It offers four answers:
| Answer | What happens | What the customer receives |
|---|---|---|
| Approve transfer… | You confirm the move, and the registration moves to the requested session (and price tier). Keep it waiting closes the dialog without answering. | A "Registration moved" email, always. |
| Transfer elsewhere… | Opens the Transfer dialog so you can pick a different session. Moving the registration closes the request. | A "Registration moved" email, if Email the customer is ticked. |
| Decline… | You give a reason, which is required. The registration stays where it is. | A "Transfer request declined" email quoting your reason. |
| Cancel instead… | Opens the Cancel/refund dialog. Cancelling the registration closes the request. | The usual cancellation and refund emails. |
A customer can withdraw a request before you answer it, and asking to cancel withdraws it automatically. Either way the request leaves the roster, and a cancellation request appears in its place if they asked to cancel.
Offering a transfer instead of a cancellation
Many cancellation requests are really requests for a different week. When a customer asks to cancel, the red Review refund request button on their row offers Transfer instead… beside Cancel and refund… and Deny request….
What changes and what does not
| Changes | Stays the same |
|---|---|
| The session or drop-in date the participant is registered for, on your rosters and on the customer's schedule | The order, the amount paid, the fees, your payout and any refunds already issued |
| The price tier, when an approved request moves them into the tier they chose | Any discount the customer received at checkout |
Every step is recorded in the registration's history in the participant drawer: Transfer requested by customer, Transfer request withdrawn by customer, Transfer request declined, and Moved to the new session for every move.
FAQ
Does a transfer change what I am paid?
No. The payment and your payout stay exactly as they were. Only the seat moves.
I moved someone into a more expensive session. Can I collect the difference?
The original payment is not adjusted when you move a registration. Customers can only ask for sessions at the price they paid, so this only comes up when you move someone yourself.
A customer says the session they want is not in their list. Why?
It fails one of the rules above: a different listing, price or billing, different age, grade or gender requirements, already started, or no seat open. You can still move them yourself with Transfer.
Is the requested seat held while I decide?
No. If it fills first, approving is refused and you can transfer them elsewhere, decline, or cancel instead.
Can a customer ask again after I decline?
Yes. A customer can have one request waiting per registration at a time, and a declined request is no longer waiting.
Can I turn off transfer requests?
Not at this time. Every request waits for your decision, and you can decline any request with a reason.
A customer asked to transfer, then asked to cancel. What do I answer?
Only the cancellation request. Asking to cancel withdraws the transfer request, so the row shows Review refund request, which still lets you choose Transfer instead….
Related
- Processing Refunds & Cancellations
- Provider Notifications: Reading and Managing the Bell
- Managing Session Waitlists
- Cancelling or Transferring a Registration (what your customers see)