PUBLIC

Document Version: 1H 2023 – 2023-08-17

Creating Course Cancellation Policies

© 2023 SAP SE or an SAP affiliate company. All rights reserved.

THE BEST RUN  

Content

1 Adding Learning Withdraw (Cancellation) Policies. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

1.1 Setting a Default Cancellation Policy for Learning Administrators. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
1.2 Editing Cancellation Policies in Learning Items. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
1.3 Cancellation Descriptions of Learning Cancellation Policies. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
1.4 Refund on Re-Enroll into the Same Course. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
1.5 Learning Item and Class Cancellation Policy Inheritance Rules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
1.6 Collecting Cancellation Reasons at the Time of Withdraw. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Adding Learning Withdrawal Reasons. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10
Default Course Registration Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

2 Course Withdrawal Approval. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

2.1 How Withdrawal Approval Is Initiated. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
2.2 Setting an Approval Process for Withdrawing from Courses. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15
2.3 Breaking the Approval Inheritance from Item to Class. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
2.4 Approval Process and Close Dates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

3 Translating Strings in Learning. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Creating Course Cancellation Policies

2 PUBLIC Content
Change History

Learn about changes to the documentation for Learning Cancellation Policies in recent releases.

2H 2020 – Present

Type of Change Description More Info

None We did not update this document.

Creating Course Cancellation Policies

Change History PUBLIC 3
1 Adding Learning Withdraw (Cancellation)
Policies

Add cancellation policies to define how SAP SuccessFactors Learning commerce reconciles accounts when a user
cancels on a course (withdraws from a course).

Context

Cancellation policies apply to you if you are using the commerce features of SAP SuccessFactors Learning. You use
cancellation policies to create rules that Learning uses when users withdraw from a course. The policy determines
how refunds are applied and costs are reconciled.

 Note

Although it is confusing, a cancellation policy applies to when users withdraw from a course.

Procedure

1. Go to Learning Administration, and then go to References Commerce Cancellation Policies .

2. Click Add New.
3. Select Enable to enable other administrators to attach the cancellation policy to learning items and classes.
4. In the large Description box, type a description of the cancellation policy for users to read.

This cancellation policy description warns users of penalties for withdrawing from the course.
5. Click Apply Changes.
6. Click Rules.
7. Decide on the earliest time frame that should enforce a cancellation policy.

For example, if you want to say that if users cancel (withdraw) any time after they register and two weeks
before the start of the course, they won't be charged, then your earliest time frame is two weeks (14 days).
8. Type the start of the earliest time frame, in days, relative to the start of the course, in Delivery Offset.

For example, if your earliest time frame is two weeks (14 days) before the course, type 14.
9. In Cancellation Charge, select the penalty for withdrawing from the course.

This Choice... ...Results in this Effect

No Charge Users are not penalized if they cancel within the time frame
that you set in Delivery Offset. This is usually the selection

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 This Choice... ...Results in this Effect

for the highest (or earliest) delivery offset because you want
to give users a chance to withdraw if it gives enough time for
another user to take their place.
• Full price charged for cancellation within the delivery
offset.
• Percentage of the full price charged for cancellation
within delivery offset.
• Fixed amount of money charged for cancellation within
delivery offset.

Charge Full Price Users are charged the full price of the class if they cancel
within the time frame you set in Delivery Offset. This is usu­
ally the lowest (or latest) delivery offset because users have
given the least notice. If you set a negative number or a zero
in the delivery offset, and you select Charge Full Price, you
set a rule that users are charged full price if they cancel after
the course begins.

Charge Percentage Users are charged a set percentage for withdrawing within
the time frame you set in Delivery Offset.

Percentages often work better than fixed prices in cancella­

tion policies, especially if you are using multiple currencies.
When users cancel, they are charged a percentage in what­
ever currency is paying for the course.

Charge Fixed Amount Users are charged a fixed price for withdrawing within the
time frame you set in Delivery Offset. You must also select a
currency.

10. Click Add.

The system adds the rule in Update the Rules for the Cancellation Policy.
11. Add additional rules.

The next time frame is based on the end of the earliest time frame. For example, if the first rule you created has
a delivery offset of 14 days and you add a new rule with a delivery offset of 7 days, then the new rule is in effect
when users cancel between 14 days and 7 days of the start of the course.
12. Type a number of days after registration that users can cancel without penalty in Grace Period.
13. Click Apply Changes.

Next Steps

After you create cancellation policies for the first time, set the default cancellation policy for administrators who
create new learning items.

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Go to the master inventory and set the cancellation policies for learning items. Go to Finanace Master
Inventory .

1.1 Setting a Default Cancellation Policy for Learning

Administrators

Set a default cancellation policy so that when learning administrators create a new learning item (course) the
cancellation policy defaults to your chosen value.

Prerequisites

Add cancellation policies so that you can select one as the default. Adding Learning Withdraw (Cancellation)
Policies [page 4]

Procedure

1. Go to SAP SuccessFactors Learning and then go to System Administration Configuration Global

Application Settings .
2. Select the default cancellation policy for administrators creating new learning items in Default Item
Cancellation Policy.

1.2 Editing Cancellation Policies in Learning Items

When you change the cancellation policy on a learning item that has an instructor-led section, you’re prompted to
manage the change through the Master Inventory wizard.

Procedure

1. Go to Learning Administration and then go to Learning Activities Items Pricing .

2. Select a new cancellation policy in Cancellation Policy ID.

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  Note

You only see the cancellation policy if the item is scheduled or has a section that can be scheduled. This
is because cancellations apply to withdrawing from a schedule. If a course is online and users can take it
anytime , for example, they don’t withdraw from it.

3. When prompted to propagate the change, select Yes.

Selecting Yes pushes the change to master inventory so that all classes that inherit this cancellation policy get
the new policy.
4. In the Master Inventory wizard, select the classes that are based on the learning item and should inherit the
new cancellation policy.

1.3 Cancellation Descriptions of Learning Cancellation

Policies

Cancellation policy descriptions are shown to users before registering, purchasing, or approving learning that has
the cancellation policy so that users are informed of penalties for withdrawing from a course.

If you go to Learning Administration and then you go to References Finance Cancellation Policies
Summary , you see two Description boxes. The description box that can’t be localized contains comments for
other administrators. The Description box that can be localized contains the description of the cancellation policy
for users.

When users register into, purchase, or approve courses that are led by an instructor, have a cost, and have
a cancellation policy, they see a link that opens the user-facing description in their language. Approval email
notifications for registration and withdrawal also include the cancellation policy. You write a description that tells
them what they can expect if they withdraw from the course. For example, you can write: “If you cancel one week
before the start of the course, you receive a full refund. If you cancel within one week, you receive a 50% refund”.
Your description helps users understand what happens if they withdraw. Write your description based on the rules
you create in References Finance Cancellation Policies Rules .

Users see the user-facing cancellation policy description when it’s applied to:

• Instructor-led or instructor-led with online content classes

• Classes with a price greater than zero

Related Information

Adding Learning Withdraw (Cancellation) Policies [page 4]

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1.4 Refund on Re-Enroll into the Same Course

If you use commerce functionality in SAP SuccessFactors Learning and if you set fullRefundWhenReenroll to
true, then this example applies to you. It shows how the system behaves when users drop out of a class and then
re-enroll.

Some customers' financial policy states that any cancellation fee is waived if the user re-enrolls for the same class
(the same course given at the same time). If that is your policy, you can configure SAP SuccessFactors Learning
to automatically issue a full refund to support your re-enrollment policy. To configure your system for the Refund
on Re-Enroll policy, go to System Administration Configuration System Configuration FINANCIAL and set
fullRefundWhenReenroll to true.

When you set fullRefundWhenReenroll to true, the system behaves as follows.

User is Enrolled in Class, it has a Price, and a Cancellation Policy is in Effect

The process begins when a user is enrolled in a class. The system creates an order for the user. For example,
ORDERNO-100.

The class must have a price and must have a cancellation policy. In most cases, the cancellation policy refunds
some percentage of the price. For the purposes of this example, assume that the refund is 25% of the price. That
means that if the price was $1000, a user who withdraws from the class receives $250 dollars in refund.

The enrollment and cancellation policy is standard commerce behavior.

User Withdraws or is Withdrawn from the Class

When users withdraw from the class, they trigger the cancellation policy and refund on the original order
(ORDERNO-100). After any withdraw approval process, the order number is updated with the refund. For example,
ORDERNO-100 receives a refund of 25%.

Withdraw and refund is standard commerce behavior.

User Re-Enrolls in the Same Class

Refund on Re-Enroll works only when users re-enroll into the same class. For example, if you offer "Business
Writing" classes every month, and if they withdrew from the January offering of "Business Writing" they must
re-enroll into the January offering of "Business Writing" as opposed to "Business Writing" offered in February. It
must be the exact same class.

If fullRefundWhenReenroll is set to true, then when the user re-enrolls, the original order number receives a
full refund and a new order number is created for the re-enrollment. In this example, ORDERNO-100 is refunded the
remaining 75% of the price and a new order number (ORDERNO-102) is created for $1000. Whoever is re-enrolling
the user sees messages that provide information about the refund so that he or she can make informed decisions.

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After re-enrollment (and any approval processes), if you go to Learning Activities Classes Registration
Advanced , you see both order numbers associated with the user.

1.5 Learning Item and Class Cancellation Policy Inheritance

Rules

Classes typically inherit the cancellation policy of their parent learning items, but you can break the inheritance.

Learning items and their classes can have independent cancellation policies if Class Can Override Item Cancellation
Policy is selected on the learning item.

When you set the cancellation policy on a learning item or class, the following rules apply:

• When a new learning item is created, the cancellation policy is set to the system default (which can be blank)
and Class Can Override Item Cancellation Policy is selected.
• When a new class is created, it has the cancellation policy of its learning item. Administrators can break the
inheritance if they have access to the class and if both of the following are true:
• Class Can Override Item Cancellation Policy is selected on the classes' parent learning item
• The administrator has the Edit Class Cost/Price permission
• When administrators copy a learning item or class, the cancellation policy of the old learning item or class is
copied to the new one.
• When administrators revise a learning item, the cancellation policy is transferred to the new revision but isn’t
available on the old revision.
• Learning item and class connectors support Cancellation Policy ID. If blank, when creating a learning item, the
cancellation policy is set to the system default; when creating a class, the cancellation policy is set to that of
the parent item.

1.6 Collecting Cancellation Reasons at the Time of Withdraw

Collect cancellation reasons at the time of withdraw so that you can see why users were withdrawn or withdrew
themselves.

Context

Companies often want to know why users withdraw from a course (cancel). For example, users might withdraw
because they are ill, because of a work emergency, or because they were taken off the waitlist for an earlier course
and already attended. As an organization, you might want to handle each of these cases differently.

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Procedure

1. Go to Learning Administration, and then go to References Learning Activities Cancellation Reasons .

2. Click Add New for each cancellation reason that you want to provide to learners, supervisors, or administrators.

Users, supervisors, and administrators see the descriptions of the cancellation reason to understand what it
means, so type a short, descriptive phrase. For example, type Enrolled in Earlier Course. If you support
multiple languages, localize the description into those languages.
3. To hide any cancellation reason, clear the Active box.

You might hide a cancellation reason, for example, if you are waiting for stakeholders to approve it as a
cancellation reason that users and supervisors can select.

4. After you add the cancellation reasons, go to System Administration Configuration Registration
Settings .
5. Select By Default Enable Cancellation Reasons for a class.

If you select By Default Enable Cancellation Reasons for a class, then every new class that you create in the
system has its Enable Cancellation Reason set to Yes (true). Every new class will require users to enter a
cancellation reason when they withdraw.

Next Steps

To disable cancellation reasons for any one class, open the class and set Enable Cancellation Reasons to No.

To report on cancellation reasons, go to SAP SuccessFactors Learning, go to Reports and then run either the Self
Registration/Withdraw report or any of the three Registration Status reports.

1.6.1  Adding Learning Withdrawal Reasons

Add Learning cancellation reasons so that users can select from among the them when they withdraw from a
course.

Context

When users withdraw from courses, they can provide a cancellation reason. The cancellation reason helps you
understand why a user is withdrawing so that you can determine a proper refund. For example, a user can cancel
because of a work responsibility. They appear to approvers during a cancellation approval process and they appear
in registration reports. They apply to end users, supervisors, and administrators.

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Procedure

1. Go to Learning Administration, and then go to References Learning Activities Withdrawal Reasons .

2. Choose Add New.
3. Add an ID and then a Description that helps learners understand the cancellation reason.
4. Select Active to make this available for use.
5. Choose Add.

1.6.2  Default Course Registration Settings

You can set default values for registration settings. When you create any new class in your system, they inherit the
values from your default settings.

You set default values for registration in Learning Administration: System Administration Application
Administration Registration Settings .

Registration Setting Description

Default Self Registration Setting for New If you select this checkbox, then the system selects User can Self-Register on
Items
Learning Activities Items Item Details each time you add a new item.

Default Manager Registration Setting for If you select this checkbox, then the system selects Manager can Register Others on
New Items
Learning Activities Items Item Details each time you add a new item.

By Default Enable Withdrawal Reasons If you select By Default Enable Withdrawal Reasons for a class, then every new class
for a class
that you create in the system has its Require Withdrawal Reason set to Yes (true).
Every new class will require users or administrators to enter a withdrawal reason
when they withdraw.

User can withdraw when class is assigned If you select this checkbox. then the system selectsUser can withdraw when class
by a manager is assigned by a manager on Learning Activities Classes Class Details each
time you create a new class. This is the global default setting that is inherited by each
class and can be changed at the class level. When selected, users are permitted to
withdraw from a class if their manager registered them for the class.

 Note

While the setting label references assigned by a manager, it applies to classes for
which they were registered, not assigned.

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Registration Setting
Apply Registration Cut-off to
Automatically Add from Waitlist
Hide pending approval requests after
registration closes or withdrawal date
passes
Managers can override Item prerequisites If you select this checkbox, managers can register users into learning items even
Managers can override Class maximum
capacity
Remove associated item from learning
plan when admin withdraws user(s) from
class(es)
Enforce Approval when Managers or HR
Business Partner Registers/Withdraws
Employee
12 PUBLIC
Description
If you select this checkbox, classes automatically add users up to the registration
limit up until the registration cut-off date and time (based on the time zone of the
class). If the checkbox is clear, the classes automatically add users until the start
date and time of the classes.
SAP SuccessFactors Learning uses time zones to show course start and end times in
local time: the time in the location of learners when attending training. To calculate
local time, Learning needs time zones for all applicable parts of the schedule and the
user. To help you schedule, you should set the time zones too. For example, you set
time zones for the facility where the course takes place, the time zone of the class,
and the time zone of the user.
If you select this checkbox and there are approval requests pending for registration
or withdrawal, the approval requests are hidden from approvers based on dates
specified in the Details tab for a class ( Learning Activities Classes Class ).
Approval requests are hidden when:
• The date in Registration Close Date has passed for a registration request.
• The date in Registration Close Date is blank and the class's Start Date has
passed for a registration request.
• The date in Last Date to Withdraw has passed for a withdrawal request.
• The date in Last Date to Withdraw is blank and the class's End Date has passed
for a withdrawal request.
If the checkbox isn't selected, pending approval requests are hidden as follows:
• Registration requests are automatically hidden from approvers after the class's
Start Date passes.
• Withdrawal requests are automatically hidden from approvers after the class's
End Date passes.
when the user doesn’t meet the prerequisites.
If you select this checkbox, managers can enroll users into classes in excess
of the maximum capacity. Maximum capacity is defined References Physical
Resources Facilities . Maximum capacity can reflect the legal capacity of the
facility.
If you select this checkbox, then when you withdraw a user from a class, the associ­
ated item is removed from the selected user’s learning plan. Clearing the checkbox
allows users to keep the item to request another class. For example, if a user can’t
attend one class but still needs the learning item.
If you select this checkbox, when a manager registers or withdraws a user from
a class that has an approval process defined for registration or withdrawal, the
approval process is triggered. If this checkbox is not selected, the approval process is
ignored.
Creating Course Cancellation Policies
Adding Learning Withdraw (Cancellation) Policies
Registration Setting Description

Email Confirmation Defaults for When you select a checkbox in this area, the system automatically selects the corre­
Administrator and User Actions
sponding checkbox on the Registration tab each time you create a new class. You can
override the default for each class.

Registration Statuses Select the default registration status to be used throughout the application in the
following circumstances.

• Enrolled: Users are enrolled.

• Waitlisted: Users are waitlisted (the class is too full and so users are put on a list
to be added when another user withdraws).
• Pending: Users will be registered pending approval.
• Cancelled: When the class is canceled.

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2 Course Withdrawal Approval

Administrators can require an approval process to withdraw from a course.

Withdrawal approval requires a user to seek approval before withdrawing from a class. Withdrawal approval uses
the standard approval process framework. It applies to enrolled or waitlisted users. If users are pending approval
for enrollment and then withdraw from the class, the withdrawal approval process isn’t initiated.

When an enrolled or waitlisted user attempts to withdraw from a class that requires withdrawal approval, the user
sees that approval is required to withdraw and sees a refund amount, if applicable. If users see that approval is
required and decide to remain enrolled, they can cancel their withdrawal request as long as they haven’t submitted
it.

If users submit their requests to withdraw, the users remain enrolled until the approval process completes. The
impact on the roster is as follows:

• The seat remains occupied by the user who has requested the withdrawal until the approval process
completes.
• The status of the user in the roster is Pending Withdrawal Approval. the user sees the status in the My Learning
Assignments tile, in the item details, registration page, and library class dates list.
• If the Hide pending approval requests after registration closes or withdrawal date passes setting is enabled and
the approval isn't completed before the last date to withdraw, the approval won’t be visible to the approver and
user remains enrolled.
• If the approval isn't timely, the refund amount could vary from amount displayed to the user when they made
the request.

If users' withdrawal requests are approved, the users are withdrawn and refunds are processed according to the
cancellation policy on the date of approval. If the withdrawal requests are denied, users remain enrolled in the class.

Related Information

How Withdrawal Approval Is Initiated [page 14]

Setting an Approval Process for Withdrawing from Courses [page 15]

2.1 How Withdrawal Approval Is Initiated

The withdrawal approval process can be initiated from multiple places and by different roles.

Users can initiate the withdrawal approval process when they withdraw from a course at any place in the
application (for example, from the details page).

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If the Enforce Approval when Managers or HR Business Partner Registers/Withdraws Employee setting is selected in
System Administration Application Administration Registration Settings then the following actions will also
initiate the withdrawal approval process:

• Managers withdraw a user from the My Team pages.

• Managers or administrators withdraw users in bulk using the My Team Manager Links Withdraw
Employees function.

Related Information

Course Withdrawal Approval [page 14]

2.2 Setting an Approval Process for Withdrawing from

Courses

Set an approval process for withdrawing from courses if you want users to seek approval before they’re allowed to
unenroll.

Prerequisites

Create at least 1 approval process. You usually create approval processes during implementation or when you
review your implementation, so chances are that this is already done for you.

Check your registration settings. You usually configure your registration settings during implementation or when
you review your implementation, so chances are that your registration settings are as you want them.

Context

If you have enrolled users into a course, you might want them to seek approval before they withdraw from it. For
example, if you’ve paid for them to attend the course, and if you’ll lose your payment if they withdraw, you can ask
them to seek approval to withdraw.

Procedure

1. Go to Learning Activities Items , search for the learning item that you want to add the withdrawal
approval process to, and open it.

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2. On the Item Details tab, find Approval required to withdraw and set it to Yes.
3. Find Withdraw Approval Process and set it to the withdrawal approval process that you want to associate with
course.

All classes associated with this learning item inherit the settings. You can break the inheritance in the class
entity.

2.3 Breaking the Approval Inheritance from Item to Class

If you don’t want the class to inherit its approval process configuration from the default configuration of the course
(learning item), you can break the inheritance.

Procedure

1. Go to Learning Activities Classes , search for the class that you want to break inheritance for, and then
open it.
2. On the Item Details tab, adjust the configuration as follows:

• If you want to turn on or turn off the enrollment approval, find Approval Required and set it.
• If you want to turn on or turn off the withdrawal approval, find Approval required to withdraw and set it.
• If you want to change the approval process required for enrollment, find Approval Process and set it.
• If you want to change the approval process for withdrawing, find Withdraw Approval Process and set it.
3. Choose Save.

Related Information

Setting an Approval Process for Withdrawing from Courses [page 15]

2.4 Approval Process and Close Dates

After specific dates, approval requests expire. When there are expired approval requests for registration or
withdrawal, you can hide them from approvers.

An approval request expires when:

• The date in Registration Close Date has passed for a registration request.
• The date in Registration Close Date is blank and the class's Start Date has passed for a registration request.
• The date in Last Date to Withdraw has passed for a withdrawal request.

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16 PUBLIC Course Withdrawal Approval
 • The date in Last Date to Withdraw is blank and the class's End Date has passed for a withdrawal request.

You can hide expired approval requests from approvers. Go to System Administration Application
Administration Registration Settings and select Hide pending approval requests after registration closes or
withdrawal date passes. If the checkbox isn't selected, pending approval requests are hidden as follows:

• Registration requests are automatically hidden from approvers after the class's Start Date passes.
• Withdrawal requests are automatically hidden from approvers after the class's End Date passes.

While you can hide expired approval requests from approvers, they aren’t removed until the Deny Expired Approval
Processes automatic process runs. When users look up the expired approval requests, they see them in a pending
status until the Deny Expired Approval Processes automatic process runs.

For both registration and withdrawal approval requests, you can see the expired approval requests in the approval
status report. As an administrator, you can bypass approval and add the user to the class from the Learning
Activities Classes Class Registrations tab.

Related Information

Scheduling the Deny Expired Approval Processes

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3 Translating Strings in Learning

Translate parts of Learning if your users speak many languages.

Prerequisites

To translate into a language, enable the locale of the language in References Manage Labels Locales .

Context

In Learning, you can translate any text that has a Translate button. For example, you can translate course titles
so that learners can read the titles in their own languages. Not all text is translatable.

Procedure

1. Click Translate .
2. Add the translation of the text next to the language you’re translating into.
3. Click Finish or Apply Changes.

Results

The system automatically creates a new label for the locales that you’ve provided a value for.

After you add a translated value, the system propagates that value throughout all of the application so that you can
search for the records using the translated value. Learners can search the using translated values. For example,
they can search for courses and Learning looks in translated titles for results.

 Note

Learning doesn’t create a new label ID when you edit an existing translation. It uses the existing label ID and
overwrites the label value.

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phrasing rules. SAP does not warrant the correctness and completeness of the example code. SAP shall not be liable for errors or damages caused by the use of example
code unless damages have been caused by SAP's gross negligence or willful misconduct.

Bias-Free Language
SAP supports a culture of diversity and inclusion. Whenever possible, we use unbiased language in our documentation to refer to people of all cultures, ethnicities, genders,
and abilities.

Creating Course Cancellation Policies

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