HOME > Operations > Cancellations

Cancellations

Above video: 

Student cancellations must be submitted with over 24 hours notice to be eligible for a Credit or Makeup Lesson.

Student cancellations within 24 hours of their lesson are not eligible for a credit and must be charged for their lesson.

Processes for Teacher cancellations are included in this SOP.

Trial Lesson Cancellation

Offer to Reschedule Lesson

1. Reply to customer’s email:

Hi XXX,
 
We would be happy to reschedule your trial lesson to a later date if you are no longer available on XXlessondateXX.
Would you be available at any of these times for your trial lesson?
– XXDayXX XXTimeXX
2. If the student wishes to reschedule, confirm with the student over email using the Trial Lesson Confirmation Email.
3. Find the lesson on the MyMusicStaff calendar, and Edit Event.
4. Change the lesson date/time to the new lesson date/time.
5. Find the student “Deal” on ActiveCampaign. Edit the “Trial Lesson Date” to the new lesson date.
No Reschedule: Cancel Lesson

1. Open the MyMusicStaff calendar.

2. Filter lessons on Calendar, search for the student name.

3. Select the lesson in the calendar being cancelled, and “Delete Event”

– Delete “This Event Only”
– Select the “SMS Teacher” box
– Select the “Email Student / Parent” boxes
Cancellation Confirmed

If the student wishes to continue the cancellation process

1. Find student on ActiveCampaign, and open their deal.

2. Move deal stage to “Inactive”.

3. Copy their email to the notes on the deal.

4. Find the student details in MyMusicStaff.

5. Set status to “Inactive”

Student Cancellation: Notice Given

Delete Lesson off MyMusicStaff

1. Open the MyMusicStaff calendar.

2. Filter lessons on Calendar, search for the student name.

3. Select the lesson in the calendar being cancelled, and “Delete Event”

– Delete “This Event Only”
– Select the “SMS Teacher” box.
Offer Credit

Step 1: Confirm Cancellation

1. Reply to customer’s email:

Hi XXX,
 
No problems, the requested lesson has been cancelled.
You will not be charged for this missed lesson.
Your teacher will see you next week.

Student Cancellation: No Notice Given

Edit Lesson on MyMusicStaff

1. Open the MyMusicStaff calendar.

2. Filter lessons on Calendar, search for the student name.

3. Select the lesson in the calendar being cancelled, and select “Attendance”

– Attendance Status: Absent
– Attendance Billing: Absence is Billable
4. Text teacher:
Hi XXX
Hope you are well, this is a courtesy message to inform you your lesson with XXstudentXX on the XXdateXX has been cancelled.
Confirm with Student

1. Reply to customer’s email:

Hi XXX,
 
No problems, the requested lesson has been cancelled. In future, please provide over 24 hours notice to avoid cancellation fees as per our studio policy.

Teacher Cancellations

Substitute Lesson

Step 1: Check for Substitute Teacher

1. Search “Teacher Availability” spreadsheet to find another suitable teacher in the area,

2. Once found, double-check the selected substitute teacher’s MyMusicStaff calendar to ensure they aren’t already teaching at the time of the lesson.

If there is a substitute teacher available: Follow below steps

If there is NO substitute teacher available: Go to “Give Credit” step.

Step 2: Organise Sub Lesson

1. Message teacher to ask if they can substitute the lesson at the lesson date & time.

2. Email student:

Hi XXX,
Hope you have been well,
Our apologies, your teacher XXX will not be available for your XXX lesson on the XX/XX/2020. 
Our teacher, XXSubsitute nameXX is able to teach in their place for the lesson,
Please let us know if this is ok for you! Alternatively, we can arrange a makeup lesson or credit the lesson to next term,
Apologies once again for the inconvenience.

3. If the student confirms to the substitute teacher.

– Find lesson on the MyMusicStaff calendar

– Edit lesson on MMS Calendar

– Enter “Substitute” dropdown box to the Substitute Teacher.

Give Credit: Delete Lesson off MyMusicStaff

If the student is not available for a makeup lesson, confirm with the student they will receive a credit via email:

Hi XXX,
 
Hope you have been well,
Just to confirm the lesson on the XXdateXX has been cancelled, your next lesson is scheduled for XXdateXX.
You will not be charged for this missed lesson.

1. Open the MyMusicStaff calendar.

2. Filter lessons on Calendar, search for the student name.

3. Select the lesson in the calendar being cancelled, and “Delete Event”

– Delete “This Event Only”

Student Quitting Lessons

Offer Another Teacher

1. Read customer email to see what we can offer them.

2. Reply to their concerns, using the following template:

Hi XXX

It would be a shame to see you leave the Music Lessons Academy community,

If you are looking to renew your interest in music, we would love to introduce you to a new teacher.

Just a reminder of the exciting opportunities you are granted for being part of the MLA community:

- Our annual student & teacher concert,

- Our annual Songwriting Competition,

- Our Musical Olympics 2021.

Please let us know if there is anything we can do for you.

3. If the student asks for a new teacher, follow Trial Lesson Process SOP.
4. If the student wishes to continue cancelling, follow the next step. 
Cancellation Confirmed

If the student wishes to continue the cancellation process

1. Find student on ActiveCampaign, and open their deal.

2. Move deal stage to "Inactive".

3. Copy their email to the notes on the deal.

4. View the calendar on MyMusicStaff, filter for the student name

5. DELETE all future lessons with the student.

6. Find the student details in MyMusicStaff.

7. Select "View Family Account" from the "family" tab

8. Important: If the student has a negative account balance, change the Student Status to "Waiting"

9. Important: If the student has a "$0" or positive account balance, go back to "Student Details", change the student status to "Inactive"

Student Ask for Refund
1. Find student deal in ActiveCampaign
2. Create a task for "Accounts Team" to "organise refund"

3. Answer ONLY with the below:

We will put your request through to the Financial team. They will contact you within 1-2 business days from the email address: admin@musiclessons.academy.

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4. Accounts team will email the student to process the refund.
It is a shame to see you leave the Music Lessons Australia community,
 
As stated in our studio policy, cancelling the remaining prepaid lessons on your account will incur a charge of 10% of the remaining account funds, and a processing fee of $50.
 
Refunds may be held in credit against your account for future lessons if requested.
 
Please let us know if you still wish to proceed with cancelling your pre-booked lessons. 
 
You can visit our studio policy using the link below:

COVID 19

Student cancels due to COVID

Hi XXX,

We understand your concern,

We would love to offer you online lesson instead, with a 10% discount for each lesson held online. it is easy to set up and just as beneficial as an in person lesson.

Our student’s transitioned to online lessons while the lockdown was in place, and many of them found it a great experience to keep learning while the world was on hold.

Please let us know if you would like to move to Online Lessons for the meantime.