Get familiar with the cancellation system in Fluentbe.
Depending on the different types of courses, procedures, and your access, they vary.
One rule for all courses, regardless of system capabilities, remains unchanged -
in Fluentbe, you can cancel a lesson up to 24 hours before its exact start time.
Individual course
1-to-1 lessons offer more flexibility than group lessons, allowing both students and teachers to cancel sessions within 24 hours of the scheduled time.
The cancellation status varies based on the timing of the cancellation.
Cancelation in due time (more than 24 hours) - teacher's request
Select the lesson that needs to be canceled
The lesson's view - cancelation status
Three statuses of cancelation of the singular lesson:
First lesson cancelation (number 6 in the screenshot)
Cancelation in less than 24 hours (number 7 in the screenshot)
Cancelation in due time (more than 24 hours) (number 14 in the screenshot)
Select 'cancelled' status (number 5 in the screenshot below)
First lesson cancelation
We have a strict policy of not canceling the first lessons but if the teacher has an emergency and can not conduct the lesson he/she needs to reach the office.
(number 6 in the screenshot below)
Cancelation in less than 24 hours - teacher's request
Any cancelation marked as a late event ends with a deduction. The process of canceling looks like this 👇
The proper type (number 7 in the screenshot) must be selected there are two of them:
Canceled by Teacher
Canceled by Student
Then, the reason (number 8 in the screenshot) and not obligatory but much appreciated the comment (number 9 in the screenshot) and custom message (number 10 in the screenshot) the last option sends the teacher's explanation to the student along with the notification of the canceled lesson.
Once the lesson is canceled the status (number 11 in the screenshot) will change and a comment will be added (number 12 in the screenshot).
The reason that the teacher left in the previous window will be seen in the course view (number 13 in the screenshot)
❗ Teacher shouldn't forget to mention the cancelation to their student in the 'messages' tab. ❗
Cancelation in due time (more than 24 hours) - teacher's request
The process is similar to the late cancelation with one crucial change the lesson won't be deducted from the teacher's salary.
This time the information about late canceling won't appear (screenshot below). Select the proper type, add a reason, and optionally fill in the comments and custom message.
Once everything is done the system will change the status to 'Canceled by Teacher' (number 14 in the screenshot)
Canceling a singular lesson - student's request
❗ Prompt the students to cancel the lesson themselves through the student space panel or Fluentbe app. If asked by students, the teacher can cancel the lesson for them. ❗
Cancelation in less than 24 hours - student's request
The case is the same as with the teacher's request but the teacher needs to change the type to 'Canceled by Student' (number 15 in the screenshot)
After clicking 'Save' the status will change to 'Cancelled by Student in less than 24h' (number 16 in the screenshot) which means that the lesson was taken out from the student's packages and the teacher will be paid for this lesson.
Cancelation in due time (more than 24 hours) - student's request
The process is similar to the late cancelation with one crucial change the lesson won't be taken out from the student's packages.
This time the information about late canceling won't appear (screenshot below). Select the proper type, add a reason, and optionally fill in the comments and custom message.
Once everything is done the system will change the status to 'Canceled by Teacher' (number 17 in the screenshot)
Rescheduling a Lesson in more than 24 Hours
If both you and the student agree to reschedule, follow the steps above to cancel the current lesson.
Then, navigate to the course view with the student and use the 'Add new lesson' button to schedule a new lesson at the agreed-upon time
Important Reminder Always accurately reflect the circumstances when canceling lessons to avoid confusion. Choosing the "canceled by the student" status appropriately informs the student and maintains transparency.
Rescheduling a Lesson in Less than 24 Hours
There is no such a thing as rescheduling lessons less than 24 hours before the class starts
❗a request to reschedule lessons in less than 24 hours = a cancellation in less than 24h❗
The side that requests to reschedule the lesson in less than 24 hours before it starts should cancel it in the system.
Follow the steps mentioned earlier to ensure clarity and accuracy in the process.
Even if the lesson was conducted later but still on the same day the first lesson is sanctioned for the side who requested the cancellation.
It's crucial to communicate effectively and adhere to policies. Informing the student promptly about our strict stance on lesson timing helps maintain professionalism and fosters mutual respect in the learning environment. Remember, even slight delays can disrupt schedules, so let's strive for punctuality & clear communication.
Group course
At Fluentbe, group classes are conducted at fixed times and schedules, which are strictly adhered to. It is imperative to conduct these sessions within the designated time frame.
❗ Which can not be changed in any way ❗
The procedures vary depending on two main types of group courses - business group course (marked with 💼 in the name) and regular group course (without any icon in the name).
Regular Group Course
Lessons of this type cannot be canceled or rescheduled by either you or your students in any way. Regardless of any communication attempts, it is not possible.
The schedule is fixed, and classes always take place at the same time.
However, if you cannot attend a lesson, you can request a substitute teacher up to 6 hours before the lesson starts. If a substitute cannot be found and the lesson is cancelled by the instructor in less than 24 hours, deductions may be applied to such a lesson.
Additionally, if substitutes become a regular occurrence in the course, the course may be transferred to another instructor. We aim for group courses to be conducted as frequently as possible by the same teacher.
Business Group Course (With 💼 in the Name)
While lessons adhere to a fixed schedule, unforeseen circumstances may necessitate changes. Here's a breakdown of the steps to navigate modifications in business group courses, divided into scenarios based on time constraints:
1. Changes with more than 24 hours until the lesson
Teacher-initiated
If you find yourself unable to attend a lesson with more than 24 hours until its commencement, consider arranging for a substitute.
If substitutes become a regular occurrence in the course, the course may be transferred to another instructor. We aim for group courses to be conducted as frequently as possible by the same teacher.
Student Rescheduling Requests
In instances where students request rescheduling more than 24 hours before the lesson, direct them to send a group email to [email protected].
Our staff will provide them with your calendar to select an alternative lesson time.
2. Changes with less than 24 hours until the lesson
Teacher-initiated
❗a request to reschedule lessons in less than 24 hours = a cancellation in less than 24h❗
If you are not able to conduct the lesson and:
There are less than 6 hours -reach out to the office to cancel the lesson - it'll be a late cancellation from a teacher's side
There are more than 6 hours-request a substitution (If the system won't find a substitute teacher 2 hours before a class starts, the lesson will be canceled in less than 24 hours)
Lessons canceled in less than 24 hours equals deduction.
If substitutes become a regular occurrence in the course, the course may be transferred to another instructor. We aim for group courses to be conducted as frequently as possible by the same teacher.
Student-initiated
❗a request to reschedule lessons in less than 24 hours = a cancellation in less than 24h❗
If students are not able to join the lesson:
Students have to inform the office via mail at [email protected] with the request to cancel the lesson.
If they don't do it the lesson remains in the system and you have to be ready to conduct it in case students appear in the class - that way you'll avoid the 'no-show' status and deduction.
Requesting Substitution
❗ Remember that you can request a substitution only for the group courses max. 6 hours before the lesson starts. If there is less than 6 hours ask the Teacher's Support Team to cancel the lesson. Remember about the 24-hour rule❗
Video tutorial
❗ Push the button 'course replacement' ONLY if you need to give away the course completely and permanently. ❗
❗ If you need to request a replacement for lessons, just choose the lesson date and time and click 'submit' ❗
Transcription of the video
Head to the 'courses' tab on the left side of your screen and find the course you're interested in. Easy, right?
Think about the specific days you need a substitution. For me, it's from the 16th to the 26th of February. Previously, it was a bit of a dance to request substitutions for each lesson, but fear not, the 'request substitution' button is now replaced with a shiny new 'find replacement' option in the course view.
Now comes the best part! You can request a substitution for the whole month, just a day, or a few days scattered across different months. We're keeping it streamlined, so students get consistency with just one teacher during your absence. Win-win! 🎉
Once you've made your choices and hit 'generate,' we'll work our magic to find a replacement teacher. And if it's a single substitution, let me pick the 9th of February, and that's it!
Here's the real game-changer: you can now request a replacement for the entire course! Press 'course replacement,' choose the first lessons with the new teacher, et voilà, we'll handle the rest.
Remember!
If there's a change in your plans, just hop on chat and let us know. We're here to make your life easier.
Cheers to smoother substitutions and happy teaching! 🚀