SAP Knowledge Base Article - Public

2519571 - Users are receiving charge back warning for SOs that has no cancellation policy

Symptom

The user is receiveing a warning message that he will be charged for cancelling his registration on a scheduled offering eventhough it is has no cancellation policy.

Environment

Successfactors Learning Management System (LMS)

Reproducing the Issue

  1. User registers to a Scheduled Offering that has no cancellation policy.
  2. User withdraws registration and receives a warning message saying that he will be charged.

Cause

When an Scheduled Offering has no cancellation policy applied, there is no way that users will be charged for withrawing their registration.

One common cause is that the label was incorrectly changed:

When a priced SO has cancellation policy (Admin > Learnning > (Open SO) > Related/More > Pricing), there are four kinds of warning the user may receive. Following are the corresponding label. (Label is the text being displayed in the system as configured in Admin > System Admin > Tools > Label Import/Export)

 For SOs that require approval:

  • warning.PWS.SelfUnenroll.Refund.Approved - message shown when canceling an SO that has no cancellation policy
  • warning.PWS.SelfUnenroll.Refund.Approved.CancellationPolicy  - message shown when canceling an SO that has cancellation policy

 For SOs that do not require approval:

  • warning.PWS.SelfUnenroll.Refund - message shown when canceling an SO that has no cancellation policy
  • warning.PWS.SelfUnenroll.Refund.CancellationPolicy - message shown when canceling an SO that has cancellation policy

For some cases, the labels were being interchanged and therefore sedning an incorrect warning to the users: e.g. warning.PWS.SelfUnenroll.Refund is updated as "You will be charged".

 

Resolution

The label value (text displayed) is just misleading but what happens in background is not affected. This means that, even if the warning says that they will be charged, the system will not charge the user.

 In the same manner, even if the warning says that they will get a refund, the system will charge the user.

 Hence, the label values must only be corrected.

See Also

2342961 - How to attach Cancellation Policy to an Item

2333297 - Cancellation policy message screen "Cancellation policy not available in your locale"

2379196 - How to Import Labels in LMS

 2120336 - How to change the messages or text/labels displayed -LMS

Keywords

Chargeback, Scheduled Offering, Register, Registration, Withdraw, Withdrawal, Cancellation Policy, Commerce, LMS, Item, Warning, Message, Label , KBA , LOD-SF-LMS-COM , Commerce , LOD-SF-LMS , Learning Management System , LOD-SF-LMS-COR , LMS Core - Items, Catalog, Curricula , Problem

Product

SAP SuccessFactors Learning all versions