--- title: How to Accept or Reject Cancellation Requests description: "Video walkthrough: accepting and rejecting cancellation requests When a parent asks to cancel their child's place, the request goes to your Cancellations queue. This guide shows admins how to review requests, reject one with a reason, or accept one by…" url: "https://a2bmanager.com/docs/admin-cancellations-queue/" updated: "2026-10-19" category: Club Management Guides / Actions --- # How to Accept or Reject Cancellation Requests Video walkthrough: accepting and rejecting cancellation requests When a parent asks to cancel their child's place, the request goes to your Cancellations queue. This guide shows admins how to review requests, reject one with a reason, or accept one by choosing the last class date and deciding what happens to the child's subscriptions. Only club admins can see the Cancellations page. ## Before you start - Parents request a cancellation from their dashboard by clicking **Request Cancellation** on their child's class card. They give a star rating, a reason and optional comments. - You'll hear about new requests by email if your **Request Cancellation** email template is active. There's no notification in the bell, so check the Cancellations page regularly. - A2B Manager doesn't apply a notice period. If your club has one, apply it yourself when you choose the last class date. ## Reviewing, rejecting and accepting requests ### Step 1: Open the Cancellations page (0:15) - In the left-hand menu, click **Member Management**, then **Cancellations**. The page is headed **Cancellation Requests**. - Pending requests show the child, class and group, reason, date requested, subscriptions, rating and comments. - Use the filters and **Columns** to narrow the list. **Top reasons for leaving** shows why members are leaving. The **Accepted** and **Rejected** tabs hold past requests. ![The Cancellation Requests page](https://a2bmanager.com/wp-content/uploads/2026/10/cancellations-queue-01.png) Step 1: The Cancellation Requests page ### Step 2: Reject a request (0:40) - Click **Reject** on the request. - Type a **Reason for rejection**. You can't confirm without one. - Click **Confirm Reject**. You'll see **Cancellation rejected - student remains enrolled**. The child keeps their place and nothing changes with their payments. - The parent sees **Rejected** and your reason on their dashboard, and they can request again. ![Rejecting a request with a reason](https://a2bmanager.com/wp-content/uploads/2026/10/cancellations-queue-02.png) Step 2: Rejecting a request with a reason ### Step 3: Accept a request: choose the last class date (1:01) - Click **Accept** on the request. - Choose the **Last class date**. This is the child's final session; they stay in the class until then. If your club has a notice period, pick a date that allows for it. - Under **Subscriptions to remove**, click each subscription you want to stop. It changes from **Keep active** to **Will cancel**. Subscriptions you don't select keep running. - Click **Continue**. ![Last class date and subscriptions to remove](https://a2bmanager.com/wp-content/uploads/2026/10/cancellations-queue-03.png) Step 3: Last class date and subscriptions to remove ### Step 4: Choose how subscriptions end (1:26) - Under **How should selected subscriptions end?**, choose a method: - **End after a final payment** (recommended for most monthly leavers): the subscription runs to a payment date, and payments up to then are taken in full. - **Cancel now**: ends straight away. No further payment is taken and nothing is refunded. This is selected to start with, so change it if you want another method. - **End on a specific date (pro rata)**: ends on the last class date, with a part-month charge or refund. You can only use it with a future last class date. - If you didn't select any subscriptions, you'll see **No subscriptions are selected to cancel. Accepting will still record the last class date.** ### Step 5: Confirm the acceptance (1:39) - Check the summary, then click **Confirm Acceptance**. You can't undo this from the Cancellations page. - When it's finished, **Cancellation accepted** shows what happened to each subscription, for example a refund, a final charge or the date it's scheduled to end. - The last class date now shows on the child's class in their member profile. ![Cancellation accepted](https://a2bmanager.com/wp-content/uploads/2026/10/cancellations-queue-05.png) Step 5: Cancellation accepted ## Emails to parents - Emails are only sent when the matching email template is active: **Request Cancellation**, **Cancellation Confirmation** and **Cancellation Rejection**, plus the **Term** versions for term classes. - Your rejection reason isn't added to the **Cancellation Rejection** email. The parent sees it on their dashboard, so if you want it in the email, write it to the parent separately. - Check who each template sends to before you rely on it. You can edit them in your email templates. ## If Accept or Reject doesn't work - Accept and Reject don't work if the parent has no card payment account with your club, for example if they've never paid by card. The request stays in the queue. - Instead, remove the child from the class. See [How to Remove a Member From Class](https://a2bmanager.com/docs/how-to-remove-a-member-from-class/). ## Good to know - To change the last class date after accepting, edit the child's class dates in their member profile. - Once a request is accepted, the parent can't request a cancellation again for that class group. - A child with no other classes or subscriptions may show as inactive after their last class. - Requests can't be deleted. Accepted and rejected requests stay in the history tabs. **Tip:** For a monthly subscription, **End after a final payment** is usually the simplest choice: the parent pays up to a payment date and nothing needs to be refunded. [Download the PDF guide (optional)](https://a2bmanager.com/wp-content/uploads/2026/10/admin-cancellations-queue.pdf)