Cancel Program

This article describes the Cancel Program tool provided by the Forth CRM. This article is divided into the following sections:

• Overview
• Access to Feature
• Cancel Enrollment Options
• Re-Enrolling Clients

Overview

The Cancel Program tool allows you to cancel a contact file's enrollment program. Additionally, you can cite a cancellation reason, add cancellation notes, complete/delete future tasks or events, and (optional) schedule a refund payment.

Access to Feature

To access this tool, log in to the CRM and click the Enrollments tab. 

Select the enrolled customer from the "Enrolled Customer" table by clicking the small green arrow to the far right of the row. Now, select "Cancel Program" from the Navigation Bar (see the image below).

You should receive a warning dialog asking you to confirm that you wish to proceed with the program cancellation. Click "OK' to proceed.

Cancel Enrollment Options

Cancellation Reason: Specify why the client canceled the enrollment program using the selections in the dropdown menu (see image above). As of 9/30/2025, these reasons include:

• Can't Afford Program
• Client Deceased
• Dissatisfied - No Contact
• Dissatisfied - Service/Performance
• Does Not Want Credit Affected
• Filing Bankruptcy
• Negotiating Independently
• Other
• Reconsidered/Changed Mind
• Retained Attorney
• Unable to Resolve NSF
• Unknown
• Went with Competitor

Cancellation Notes: Add relevant cancellation-related notes to the client file

Issue Refund: Set a refund for the client from inside the cancel enrollment area. If this checkbox is selected, you can enter the Refund Method, Refund Amount, and Process Date. The Memo field is pre-filled.

NOTE: Refunds are only issued for ForthPay or GCS enrollments. For all other gateways/processors, this is just for reporting purposes within the CRM; the Servicer needs to reach out to the payment processor/gateway directly to issue a refund.

Complete/Delete Tasks: Set as complete or delete any associated tasks on the client's file.
Delete Future Events: Delete any relevant future events associated with the client's file.

Once final selections are made, click Cancel Enrollment, found at the top left of the page in the Navigation Bar area. If the cancellation is accepted, a notification like the one shown below will briefly appear on the page.

Re-Enrolling Clients

To re-enroll this contact, you will now see a new option in the Navigation Bar. Click "Re-Enroll Client" in the Navigation Bar (see image below). 

Next, a dialog box appears confirming that you wish to re-enroll the client. Click "OK" to proceed. You will then receive a brief notification that the Contact has been re-enrolled (see the image below).

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