How to Cancel and Re-Enroll Client Programs

This article describes how to cancel client program enrollments, log cancellation details, schedule program refunds, manage associated tasks, and re-enroll clients in the FORTH system. It was developed for users with standard CRM access and enrollment management permissions.

The article is organized into the following sections:

• Overview

• Prerequisites

• How to Access

• How it Works

• Canceling a Program

• Re-Enrolling a Client

• Troubleshooting / FAQ

• Assistance

Overview

FORTH provides tools to help you manage client program cancellations efficiently while maintaining accurate record-keeping and automated schedule cleanups. You can also cite a cancellation reason, add cancellation notes, complete/delete future tasks or events, and (optional) schedule a refund payment. If a client chooses to return, you can quickly restore their active status using the re-enrollment feature.

Prerequisites

Standard user access to the FORTH CRM with permissions to view and edit client enrollment files.

How to Access

1. Log in to the FORTH CRM.

2. Click the Enrollments tab.

3. Locate the customer in the Enrolled Customer table and click the small green arrow on the far right of the row.

4. Select Cancel Program from the navigation bar.
   

How it Works

Canceling a Program

1. Click OK on the confirmation dialog box to proceed with cancellation.
   

2. Select a reason from the Cancellation Reason dropdown menu. 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

3. Enter detailed notes in the Cancellation Notes text field.

4. (Optional) Select the Issue Refund checkbox to schedule a refund. When selected, you may configure the following fields:

   • Refund Method

   • Refund Amount

   • Process Date

   • Review the pre-filled Memo field. 

5. Manage associated schedule items:
   

   • Mark open tasks complete or delete them using Complete/Delete Tasks.

   • Remove upcoming calendar events using Delete Future Events.

6. Click Cancel Enrollment at the top left of the navigation bar to finalize the cancellation. A cancellation popup will open asking you to confirm your intent to cancel this enrollment. If the cancellation is accepted, a notification like the one shown below will briefly appear on the page.

   

Re-Enrolling a Client

1. Click the Enrollments tab.

2. Locate the customer in the Enrolled Customer table and click the small green arrow on the far right of the row.
   

3. Select Re-Enroll Client from the navigation bar.

4. Click OK  on the confirmation popup asking if you wish to proceed with re-enrollment. 

5. You will then receive a brief notification that the Contact has been re-enrolled (see the image below).
   

Troubleshooting / FAQ

Why did my refund not send to the client's bank account automatically? Automated refund processing through FORTH is supported only for FORTHPay and GCS enrollments. For all other gateways, recording a refund in FORTH updates CRM reports only. You must log in to your external payment gateway directly to process the funds.

What happens to open tasks and events when I cancel a program? You can select options during cancellation to automatically complete or delete open tasks and remove all scheduled future events from the client's account file.

Assistance

For further assistance, reach out to support@setforth.com.