Check cancellation requests and fees

The guide to legal texts, cancellation, and evidence connects setup, booking, and later review. This guide follows a cancellation request from admin review to the verified final state of the booking, fee, document, and refund. Use it for a pending participant request or a cancellation fee already created. For group setup and calculation tiers, see Cancellation rules and fees; Cancel a booking with or without a cancellation fee explains the direct cancellation dialog.

Prepare the booking and responsibilities

Open the affected booking through the booking table, offer, or participant profile. Check the booking number, contact person, and all active participations.
Read Cancellation conditions → All rules: the saved group, active rule tier, withdrawal date, and any documented exclusion. Also check the legal text version accepted for this booking.
Compare the booking total, invoice, original payment, and refunds already completed. For an externally managed invoice, first establish which accounting system will perform the correction.
Decide whether the entire booking is being cancelled, just one group participant is leaving, or a change of offer is requested. Changing one participation and rebooking have different consequences from cancelling the entire booking.
Use an admin profile with the required booking, note, and financial permissions. If an action is missing, check permissions and the current booking or document status.

If the offer start was rescheduled later, also compare the participant cancellation page and admin fee preview. The public rule decision may use the saved start time, while the admin preview uses the current offer start. Resolve a differing amount before approval and record the decision in a note.

Process a pending cancellation request

A request initially means that a person has asked to cancel. It does not prove that participation has been cancelled or money paid out. If the rule requires admin confirmation, your team must still approve it.

Open the note or TODO attached to the booking with the cancellation request, such as Cancellation requested by participant. Read the reason and booking reference.
Refresh the booking details and check the fee preview currently applicable, as well as the payment and withdrawal status.
To approve the request under the attached rules, deliberately complete the linked TODO. In the note editor, the action is Complete & save. For a still-pending cancellation request, this action can actually cancel the booking and trigger the associated fee/refund steps.
If the fee is to be waived or a different amount agreed, open Cancel on the booking instead. Select No cancellation fee or Custom cancellation amount and explain the decision in Description. Approval through the TODO uses the rules and does not offer its own amount selection.
Then check the actual booking status. After successful cancellation, the pending request is completed; other appropriately linked cancellation TODOs may be completed as well.

Do not complete a cancellation TODO casually: Do not use the Complete action simply to tidy your task list or reject a request. If the booking should not be cancelled, document the discussion and intended continuation without triggering the approval that executes cancellation. Agree internally on case handling for a different process.

If approval fails, the request is not completed merely because the note window closes. Reload the booking and TODO. Resolve any outstanding invoice, failed refund, or external invoice review before repeating approval.

Check the fee decision and withdrawal

Selection when cancelling a booking	Effect	What to check
Cancel using attached rules	edoobox calculates the fee from the applicable saved rule.	Booking total, offer start, percentage tier, and actual final amount.
No cancellation fee	No outstanding cancellation fee is created; the waiver remains traceable as an action.	Agreement and description, and actual return of amounts already paid.
Custom cancellation amount	Enter a non-negative amount for this process.	Currency, agreed amount, and reason; do not create an additional manual duplicate fee.

If withdrawal is technically active and not excluded, edoobox sets the cancellation fee to zero, even if you select rules or a custom amount. An exclusion saved in the booking details is shown with its source. The administrative option Ignore withdrawal for this booking is not newly obtained participant consent. Check the saved evidence and actual agreement.

Changing or removing the cancellation condition does not change fees already generated. The procedure for such a change is described in the booking details. Pending waitlist or inquiry bookings do not trigger a cancellation fee or automatic refund under the new rules.

Charge rebooking fees separately from cancellation fees

An agreement may specify a fixed fee for changing courses, while a percentage cancellation fee applies to final cancellation. The current rebooking interface does not offer its own tiered rebooking fees or fee waiver selection. The source booking’s saved cancellation rules may apply when it is cancelled internally. Plan both amounts explicitly before the change and check the actual financial state.

Record which booking is being replaced, the agreed fee for changing, and whether any additional cancellation fee is waived. Read the conditions saved with the source booking. Do not change a global template or remove saved evidence without review for this purpose.
Where payments, refunds, or externally managed invoices already exist, agree in advance with the responsible accounting team or support how the correction will be made. The rebooking dialog itself does not promise a different fee decision.
Perform the reviewed rebooking once. Check the source and destination, including invoices, transferred payments, and fees created. If a cancellation fee exists that should be waived under the agreement, use Cancel fee after this check. The action removes the fee in full; it is not an editor for an arbitrary partial reduction.
Record the separately agreed charge only once the correction has been clarified and no corresponding debit already exists: open the correct User profile → Transactions → Add transaction. Enter the debit as a negative amount and select the currency, date, and appropriate tax rate. A description such as “Rebooking fee, change from booking … to booking …” makes the connection traceable. For a group booking, first check the contact person responsible for payment.
Check the transaction and person’s balance. Then create the required document from transactions not yet invoiced using New invoice. Select only appropriate items in the same currency; do not include a course fee that has already been invoiced again.
Check the invoice, any offsetting entry, refunds actually completed, and the outbox. The case is complete only when the remaining amount due matches the documented agreement.

The manual debit is not an automatically generated cancellation fee object. Its description and internal note establish the link to the course change. The detailed forms are explained in manual transactions and manual invoice creation.

Use case: A fixed surcharge for changing courses

A person switches to a later course. The team has agreed a fixed charge for this change; a different cancellation rule would apply to a complete cancellation. It documents the exception, clarifies how to handle the existing payment in advance, and checks any cancellation fee created after rebooking. Only after correcting that fee as necessary does it record the separate charge once and issue the appropriate invoice. This avoids accidentally combining a cancellation fee with a rebooking charge.

Open the fee object and read its status

Open the Fees per booking block in the booking details.
Click the appropriate Cancellation fee. The detail dialog shows the amount, outstanding amount, and links to the booking, offer, and, where applicable, invoice and payment or refund.
Read Triggering cancellation rule and any Admin note. If withdrawal was applied, the amount before withdrawal may also be shown.
Open the linked invoice or payment and reconcile the actual amounts. The fee status alone does not replace this check.

Display	Interpretation
Open	An outstanding fee balance must be paid. Compare the displayed outstanding amount with the document and allocated payments.
Invoice	The fee is assigned to an invoice document; check its payment and outstanding balance.
Paid	A payment has been allocated to the fee. When correcting it, check the appropriate payment route.
Refund	The fee may be covered by the portion of the original payment retained during a refund. This display does not mean that the fee amount itself was paid out to the person.
No cancellation fee	A zero amount or waiver is documented; active withdrawal is indicated in the details.
Cancelled	The fee has been removed. Where applicable, check the offsetting entry, document, and actual movement of funds.
Offsetting entry	An offsetting fee item belongs to the correction of a fee that has already been paid or invoiced.

Invoice a fee or send a payment reminder

Open the fee object and check whether an invoice is already linked.
If no invoice exists and the action is available, select Invoice. Then open the generated document and check the amount, address, booking reference, and allocated payment portion.
For a genuinely outstanding fee balance, you can use Send payment reminder. First check the participant’s balance and valid email address.
In the outbox, check whether the message was generated and sent and which outstanding items it contains.

The reminder uses the person’s payment overview; do not assume that it is an isolated message for this fee alone. No outstanding fee payment is reminded for a fully covered fee, waiver, offsetting entry, or cancellation. An invalid or missing recipient address must first be corrected.

A payment reminder does not create a new cancellation fee. Invoice and cancellation invoice explains how to create and correct documents.

Cancel a fee and check the offsetting entry

Open the specific fee object and check whether it is outstanding, paid, or covered by an earlier refund.
Agree on the complete removal of this fee with the responsible person and document the reason in a note. The fee action’s confirmation dialog does not itself include a free-text reason field.
Select Cancel fee. Read the notice explaining that the fee remains traceable and that a reversal entry may be created if the fee has already been paid or covered by an amount retained from a refund.
Confirm Cancel fee once, then refresh the fee object, transactions, and linked invoice.
Check the Cancelled status, an outstanding balance of zero, and any offsetting entry. For a previously paid fee, also check whether the technical refund actually succeeded.

For an outstanding, uncovered fee, edoobox may cancel the associated open fee invoice and remove the debit. Fees already covered may require a technical refund; if that fails, fee cancellation is not yet complete. An externally managed invoice may require manual review. Treat a success message as completion only after follow-up checks.

Cancelling a cancellation fee does not reactivate the originally cancelled booking. If the person should attend after all, separately check the required new or restored participation, capacity, price, and documentation. The dialog offers full fee cancellation; a partial reduction requires a coordinated financial correction rather than entering the same amount repeatedly.

If cancellation or fee processing does not complete

Situation	Next step
Automatic online refund failed	Refresh the booking status, original payment, and provider portal. Check existing refunds and the remaining refundable balance. Retry only after clarifying the actual movement of funds.
Voucher code could not be generated	Check the refund method selected in the conditions and whether voucher codes are enabled in the booking process. Check whether a code has already been created before issuing a replacement.
Externally managed invoice or manual financial review	Coordinate the correction with the accounting system responsible and check its actual document status. Do not create a second local invoice or payout for the same process.
A financial action is already being processed	Refresh after the other process has finished and coordinate the current state with the person handling it. Repeated clicks do not replace coordination.
Open invoice in the previous admin workflow without rules	Check and correctly amend the specific invoice displayed; then reassess booking cancellation.
Manually paid invoice, bank refund outstanding	Pay the remaining amount specified in the task through the bank, then document the completed payment as described in Record a bank refund.
Fee cancellation blocked by a refund	Check the original payment and remaining refundable amount; an offsetting entry displayed or a closed window alone does not prove a payout. Coordinate the financial correction, then check the fee status again.

If the display, email, and transactions disagree, record the booking, invoice, and transaction numbers and the last verified status in an internal note. Continue the case only once it is clear which action actually occurred.

Examples of complete resolution

CHF 200 paid, CHF 50 fee

For a cancellation without other fees, CHF 50 is retained from the amount already paid to cover the fee, and CHF 150 is returned through the intended route. Admins check the original invoice, fee document, allocated coverage, and actual refund. The CHF 50 is not requested again as a completely outstanding payment.

Admin approval with an agreed waiver

A person requests cancellation; the saved tier would charge 50 percent. Following discussion, the team waives the fee. Admins document the reason and use Cancel → No cancellation fee on the booking instead of approving the TODO under the rules. They then check cancellation status, refund, and completion of the request.

Bank payment with a refund still outstanding

The booking is cancelled and the fee covered by the payment. The remaining bank refund is listed as a task. The case is closed only after the transfer actually occurs and is recorded. The “cancelled” status alone would have left this work unfinished.