Cancelling a Session in IZI CRM: How and When
Cancelling a Session in IZI CRM: How and When
Section titled “Cancelling a Session in IZI CRM: How and When”A session in IZI can only be cancelled before the client has actually started playing. After the session starts — only ending is available. This is a fundamental difference with financial consequences: cancellation returns the tariff to the balance; ending generates a receipt based on actual usage. To cancel: open the Hall section or the session card → find the session with PENDING or ACTIVE status → click “Cancel” (only available with the SessionDelete permission).
When cancellation is possible
Section titled “When cancellation is possible”In IZI a session goes through four statuses: PENDING → ACTIVE → STARTED → ENDED. Cancellation is only available from PENDING and ACTIVE — while the session is created but the player has not yet clicked Start on the PC or via the app.
| Session status | Cancellation available? | Ending available? |
|---|---|---|
| PENDING (scheduled, future start) | Yes | No |
| ACTIVE (scheduled start time reached) | Yes | No |
| STARTED (player active, PC unlocked) | No | Yes |
| ENDED (completed) | No | — |
The technical boundary is the actualStartAt field in the system. While it is null, cancellation is possible. Once the player clicks Start — actualStartAt is populated, and cancellation is no longer available.
Who can cancel a session
Section titled “Who can cancel a session”The SessionDelete permission in IZI CRM. By default:
- Owner role
- Administrator role (unless restricted by custom settings)
A cashier without SessionDelete can see sessions in the hall but the cancel button is unavailable to them. If cashiers at your club regularly need to cancel sessions — add the permission in role settings.
How to perform a cancellation
Section titled “How to perform a cancellation”Option 1: via the Hall section
- CRM menu → Hall section → find the PC with the relevant session.
- Click on the PC → the session card opens.
- If the session is in PENDING/ACTIVE status — the “Cancel session” button is shown.
- Confirm the cancellation.
Option 2: via session history
- Analytics section or session history → find the session by client or PC.
- Open the session card → “Cancel” button if the status allows.
After confirmation, the session moves to CANCELLED status and the tariff is returned to the client’s balance.
What happens to money and the tariff
Section titled “What happens to money and the tariff”Upon cancellation, the tariff is returned per the refund policy set in the tariff settings:
- “Keep remainder” — the purchased tariff stays on the client’s balance and can be used on their next visit. This is the most common and appropriate option for technical cancellations.
- “Burn remainder” — the tariff is voided. No money is returned. Use with caution — only in cases explicitly agreed with the client.
- “Return to bonus balance” — the tariff is converted to bonuses proportionally.
If you need a real-money refund (not via bonuses or balance retention) — this is a separate operation through the order. See → Refund for an unused session.
Audit and log
Section titled “Audit and log”Every cancelled session is preserved in the system with CANCELLED status. The log records:
- Cancellation time
- ID of the operator who performed the cancellation
- Tariff status before and after
This allows you to investigate a dispute: “who cancelled and when.” To view the history of cancelled sessions — the session report section with a filter by CANCELLED status.
Special cases
Section titled “Special cases”Queue (PENDING reservation). If a client booked a slot in advance but didn’t show up — the session stays in PENDING. It can be cancelled without consequences; the tariff is returned. Standard practice: after N minutes past the planned start, the administrator cancels the absent client and frees the spot.
Active session (STARTED) created by mistake. If the operator accidentally started a session on the wrong account — cancellation is unavailable, only ending. After ending — refund via the order per the tariff’s refund policy. To minimize such situations — always verify the client’s name before clicking Start.
PC technical failure. If the PC crashed immediately after session start and the session has the STARTED status but actual play didn’t happen — the refund operation is performed via end + order refund. Justify it with the club’s internal policy.
What’s next
Section titled “What’s next”Frequently asked questions
Can a session be cancelled after the client has started playing?
No. Cancellation is only available for sessions that have not yet started (PENDING or ACTIVE status, actual start time not recorded). Once the client clicks Start and the PC unlocks — only ending is available, not cancellation. A refund after ending is processed through the order as a separate operation.
What happens to a paid tariff when a session is cancelled?
Upon cancellation, the tariff is returned to the client's balance according to the refund policy set in the tariff settings. Typically 'Keep remainder' — the client can reuse the tariff.
Who can cancel a session in IZI?
Only a user with the SessionDelete permission in the CRM. By default this is the Administrator or Owner. A cashier without this permission can see the session but the cancel button is not available to them.
What is the difference between cancelling and ending a session?
Cancellation (CANCELLED): the session has not started, money or tariff is returned. Ending (ENDED): the session was active, time was running. After ending — a receipt is generated, billing by actual usage. There is no reverse transition.
Can multiple sessions be cancelled at once?
In the standard CRM interface — cancellations are done one session at a time. Bulk cancellation (e.g. after a technical failure of the entire hall) — check with IZI support whether a bulk operation is available in your version.
Does a cancellation leave a record in the system?
Yes. A cancelled session is preserved in history with CANCELLED status, the cancellation time, and the ID of the operator who performed the operation. This is an audit trail for resolving disputes.