Academy provides delivery teams with the tools to manage changes to learner enrolments. This guide covers three key actions you can perform on an enrolment 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 users with the relevant finance permissions.

To read about how these actions apply to no-cost enrolments, visit our article on Learner Withdrawals, Substitutions, and Transfers - No-cost Enrolments.

To make Policy Fee adjustments, you must have the Sales Admin role. To make other Enrolment adjustments, you must have the relevant permission enabled in your Finance 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. 

You can also configure withdrawals, transfers, and substitutions 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 Once withdrawn, the learner will no longer have access to the program content, and their record will appear under the Cancelled Enrolments tab on the Class List. Purchase Terms & Conditions will dictate whether an enrolment is eligible for withdrawal, and any related fees.

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 replace
3. Click the three-dot menu next to the learner’s name
4. Under Change Program Status, select Withdraw
   Alternatively, you can navigate to the related invoice in the Sales & Finance tab, click the three-dot menu next to the enrolment, select Withdraw.
5. Confirm the Learner and Purchaser details are correct.
6. Review the purchase terms agreed to at the time of purchase.
7. Confirm applicable withdrawal fees. Users with relevant finance permissions can adjust these fees. 
8. Confirm Withdrawal.

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• The learner is moved from the Enrolled Learners tab to the Withdrawn Enrolments tab.
• The Learner's enrolment record logs the action (e.g. “Withdrawn from program”)
• 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.
• Any relevant Credits on Hold, Refunds, or Invoices are sent to the purchaser.

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 separate from withdrawal and marks a learner as not having completed the program requirements. Unlike Remove from Program, the Did Not Complete action shows a confirmation dialogue stating that the change is final and cannot be undone.

Substitutions

A substitution lets you replace one enrolled learner with another at no additional cost. The original learner is withdrawn, and the new learner takes 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.

How to Substitute 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 replace
3. Click the three-dot menu next to the learner’s name
4. Under Change Program Status, select Substitute
5. Confirm enrolled Learner, Purchaser, and Program details. Populate substituted Learner details.
6. Confirm Substitution.

What Happens After a Substitution

Once a substitution is confirmed:

• The original learner is withdrawn from the original program and appears in that program’s Withdrawn Enrolments tab.
• The original learner's enrolment record in the program logs the action (e.g. “Withdrawn by substitution”)
• The new learner is enrolled in the program and appears on its Enrolled Learners tab.
• The new learner’s enrolment record in the program logs the action (e.g. “Enrolled by substitution”) in the Enrolment tab’s action history.
• Any relevant Invoices are updated and made available to the purchaser.

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 Transfer Enrolment.
5. Review the transfer details screen, which shows the learner being transferred, the purchaser details, the program they are being withdrawn from, and select the program they are being transferred to.
6. See financial details, including current program transfer fees, credits, required payments, and apply any relevant discount codes. Continue.
7. Review the new program's Purchase Terms, continue, review and adjust (if allowed) any related transfer fees. Select payment/Credit Method.
8. Optionally, toggle the Send Welcome Email setting on or off.
9. Click Process Transfer to confirm, or 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 Withdrawn Enrolments tab.
• The learner's enrolment record in the original program logs the action (e.g. “Transferred to [Program Name]”)
• 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.
• Any relevant Credits on Hold, Refunds, or Invoices are sent to the purchaser.

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. 

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