Academy provides delivery teams with the tools to manage changes to learner enrolments. This guide covers three key actions you can perform from the Class List in a program:

• Withdrawals – removing a learner from a program
• Substitutions – replacing one enrolled learner with another at no additional cost
• Transfers – moving a learner from one program to another

Each of these actions can be performed by program team members. 

To make policy fee adjustments, you must have the Sales Admin role.

This is managed via the user profile, under the Finance & Sales tab. For more information, visit our help article on Managing Sales and Finance Permissions. 

Withdrawals, transfers and substitutions can also be configured for self-service, allowing purchasers or learners to manage changes themselves before a set deadline.

Withdrawals

Withdrawing a learner removes them from a program. Once withdrawn, the learner will no longer have access to the program content, and their record will appear under the Cancelled Enrolments tab on the Class List.

How to Withdraw a Learner

1. Navigate to the program and open the Class List from the left-hand sidebar under Manage Cohorts.
2. On the Enrolled Learners tab, find the learner you wish to withdraw.
3. Click the three-dot menu next to the learner’s name.
4. Under Change Program Status, select Remove from Program.

What Happens After a Withdrawal

Once a learner is removed from a program:

• The learner is moved from the Enrolled Learners tab to the Withdrawn Enrolments tab.
• The Reason for Withdrawal column will display “Removed from program”.
• The Total Seats Filled count is reduced, freeing up the seat for another learner.
• The learner loses access to the program content.

Viewing Withdrawn Enrolments

To review withdrawn or removed learners, go to the Class List and click the Withdrawn Enrolments tab in the left-hand sidebar. This view displays all learners who have been removed from the program, along with the following columns:

Note: Learners who were removed by a team member will show “Removed from program” as the reason. Learners who withdrew through self-service will show “Withdrawn”.

Other Learner Status Options

The three-dot menu on the Class List also includes a Did Not Complete option under Change Program Status. This is a separate action from withdrawal and is used to mark a learner as having not completed the program requirements. Unlike Remove from Program, the Did Not Complete action shows a confirmation dialog stating that the change is final and cannot be undone.

Substitutions

A substitution allows you to replace one enrolled learner with another without any additional cost. The original learner will be withdrawn, and the new learner will take their place in the same program. This is useful when a learner is no longer available and their organisation wants to send someone else instead.

Configuring Substitution Settings

Substitution settings are configured at the program level. To access them, navigate to the program, click the Edit tab, then select Substitutions from the left-hand sidebar under Program Overview.

The Substitution Settings page includes two key options:

Self-Service Actions Taken By – Options

The self-service dropdown determines who is able to perform a substitution without assistance from the delivery team:

• No Self Service – self-service substitutions are disabled. Only team members with the appropriate permissions can perform substitutions.
• Purchaser Only – only the person who purchased the enrolment can perform a self-service substitution.
• Purchaser & Learner – both the purchaser and the enrolled learner can perform a self-service substitution.

Substitution Deadline

The Substitution Deadline field sets how many days before the program start date a self-service substitution must be completed. For example, if the deadline is set to 5 days and the program starts on 1 April 2026, the self-service substitution deadline would be 27 March 2026.

Once the deadline has passed, self-service substitutions are no longer available. Any substitutions required after the deadline must be managed by the delivery team.

Note: The calculated self-service substitution deadline is displayed on the Substitution Settings page for easy reference.

Transfers

Transferring a learner moves them from one program to another. The learner is automatically withdrawn from their current program and enrolled in the selected destination program.

How to Transfer a Learner

1. Navigate to the program and open the Class List from the left-hand sidebar under Manage Cohorts.
2. On the Enrolled Learners tab, find the learner you wish to transfer.
3. Click the three-dot menu next to the learner’s name.
4. Under Change Program Status, select Move to another Program.
5. In the Move to another program dialog, use the dropdown to choose the destination program.
6. Review the confirmation screen, which shows the learner being transferred, the program they are being withdrawn from, and the program they will be enrolled in.
7. Optionally, toggle the Send Welcome Email setting on or off.
8. Click Yes, Transfer to confirm, or No, Cancel to go back.

What Happens After a Transfer

Once a transfer is confirmed:

• The learner is withdrawn from the original program and appears in that program’s Cancelled Enrolments tab.
• The learner is enrolled in the destination program and appears on its Enrolled Learners tab.
• The learner’s enrolment record in the destination program logs the action (e.g. “Transferred from [Program Name]”) in the Enrolment tab’s action history.
• A seat is freed up in the original program.

Self-Service Enrolment Management

Learners and purchasers can manage their own enrolments through self-service, subject to the purchase terms attached to the pricing plan, and substitution settings in the program. 

Who Can Use Self-Service

Self-service options are available to:

• Purchasers – the person who purchased the enrolment
• Learners – the person enrolled in the program 

How to Access Self-Service Options

Purchasers and learners can manage their enrolments in two ways:

Option 1: Manage Paid Enrolments

1. Log in to your account
2. Navigate to My Orders > Manage Paid Enrolments
3. Find the enrolment you wish to manage
4. Click the three-dot menu next to the learner's name
5. Select the available action: Withdraw, Transfer, or Substitute Enrolment

Option 2: View Transaction

1. Log in to your account
2. Navigate to My Orders > Paid Orders
3. Find and open the relevant order
4. In the transaction details, click the three-dot menu next to the enrolment line item
5. Select the available action: Withdraw, Transfer, or Substitute Enrolment