IN BRIEF
The Drop Reasons feature allows your business to define a preset list of reasons that staff or customers must choose from when submitting a drop request for ACTIVE or WAITLIST enrollments. Once enabled, options can be customized, reordered, shown or hidden from customers, and used for reporting.
Overview
The Drop Reasons feature standardizes why enrollments are discontinued. When enabled, the System prompts both staff and customers to select a reason whenever a drop request is submitted for ACTIVE or WAITLIST enrollments.
If “Allow waitlist enrollment cancellation” is enabled in the Customer Portal, customers will be required to choose a reason when canceling WAITLIST enrollments as well.
Accessing the Feature
- Navigate to SETTINGS > SETUP > CLASS SETTINGS.
- Enable “Enable Drop Reasons.”
- When enabled, an additional option appears: “Hide Drop Reasons Used By System.”
- Enabling this setting hides automatically assigned Drop Reasons from the drop-down menu when staff manually edit an enrollment.
- Disabling this setting allows staff to view and select Drop Reasons that the System may have automatically assigned.
After enabling the feature, a list of pre-defined Drop Reasons is displayed. These include options that can be customized and options used internally by the System.
Step-by-Step Instructions
Configuring Drop Reasons
When viewing the list of Drop Reasons, each entry displays:
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Action icons
- Edit – opens the edit window to modify the reason.
- Delete – deletes the reason.
- Drop Reason name
- Show to Customers? indicator
- Order Ranking
- Reorder actions
You can create, edit, delete, reorder, or customize nearly all reasons.
- Reasons with Show to Customers? enabled appear as selectable options in the Customer Portal.
- Reasons with Show to Customers? disabled appear only in the Office Portal for staff use.
Additional Details About Deleted Drop Reasons
- Deleted Drop Reasons are retained internally to preserve reporting accuracy.
- To view or restore deleted items, select “Show Deleted Items.”
When Drop Reasons Are Automatically Assigned
Certain Drop Reasons cannot be edited or deleted, as they are used internally by the System. These are assigned automatically under specific conditions:
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Transfer
- Applied when an enrollment is dropped as part of a transfer into a new class.
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End of Session
- Applied to enrollments associated with a defined session when the drop date matches the session end date.
- If SETTINGS > CUSTOMER PORTAL > OTHER SETTINGS > CLASS REGISTRATION > “Allow Visitors To Request A Drop Date On New Enrollment Requests” is enabled, and the customer selects a drop date different from the session end date, the System allows them to choose a Drop Reason instead.
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End of Class
- Applied to enrollments in classes that have an “End Date” defined on the Bill Dates tab when the drop date matches the class end date.
- The same Customer Portal drop-date override rules listed above apply.
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Class Drops
- Applied when staff drop enrollments using TRANSACTIONS > Class Drops.
- The date the Class Drops function is run is recorded in the Drop Notes field.
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Trial
- Applied automatically when Trial enrollments are approved via Online Activity.
- Staff can override this value as needed.
- Office Portal-created Trial enrollments are automatically labeled “Trial” when a drop date is set.
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Makeup
- Applied automatically to “Makeup” type enrollments upon creation or approval.
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Single Day
- Applied automatically to “Single Day” type enrollments upon creation or approval.
- Used only if “Enable Single Day Enrollments in Office Portal” is enabled under SETTINGS > SETUP > CLASS SETTINGS > GENERAL SETTINGS, and reflects the currently selected “Single Day Enrollment Label.”
Overriding an Auto-Assigned Drop Reason
If needed, staff can override automatically assigned Drop Reasons.
- When editing an enrollment, select “Override Drop Reason.”
- A list of custom Drop Reasons is displayed.
- System-assigned Drop Reasons are also shown if they were already applied, even if “Hide Drop Reasons Used By System” is enabled.
While overriding is possible, using the System-assigned reason is recommended for consistent reporting.
Viewing Drop Reason Usage
Two reports can help track how often specific Drop Reasons are selected or auto-assigned:
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Drop List Report (CLA-5)
- Generates a list of enrollments dropped within a date range.
- Includes a column for the Drop Reason and allows filtering by one or more reasons.
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Drop Summary Report (CLA-22)
- Summarizes Drop Reasons used for enrollments dropped within a date range.
Troubleshooting & FAQs
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Why are some Drop Reasons not editable or deletable?
- These reasons are used internally by the System for automated labeling and cannot be modified for data integrity.
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Why do customers not see all the reasons displayed to staff?
- Only reasons with “Show to Customers?” enabled appear in the Customer Portal.
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I deleted a Drop Reason by mistake. Can I recover it?
- Yes. Select “Show Deleted Items” to view and restore deleted reasons.
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Why did a drop request automatically select a reason?
- The System applies specific Drop Reasons in automated workflows, such as transfers, session/class end dates, Trial enrollments, and special enrollment types.