Reschedule and cancellation guidelines

Refer to the following guidelines when rescheduling or canceling an exam appointment:

Consistent with Pearson VUE's philosophy of giving our training partners the tools needed to provide excellent service, test centers that schedule their own candidates may reschedule or cancel an appointment up to the time of the appointment at no additional charge. However, some exam sponsors require candidates to reschedule or cancel appointments at least one full business day (24 hours) before the appointment. See the exam sponsor's client reference for details on an exam sponsor’s reschedule and cancellation policy. If you are able to reschedule or cancel a candidate’s appointment on the day of the exam, require at least a half-hour notice before the appointment to allow you time to process the change in Registration Manager.
You can reschedule or cancel appointments for other test centers that are part of your site group. For more information, see How site groups affect Registration Manager. Otherwise, you can only reschedule and cancel exam appointments that are scheduled at your test center (even though you can view appointments scheduled to be taken at other test centers by using the History tab in the Customers screen).
If there is a test center that is part of your site group, but it is located in another country, you can reschedule an exam appointment to be taken at that test center. This is particularly useful in European countries that use the euro currency. However, the following conditions must occur in order for you to be able to reschedule the exam:

The exam price, currency, and tax must remain the same.
All appointments on the order must be scheduled for the same country.
If a candidate has more than one exam appointment on the order, you cannot change the country.
Discounts and standard registration policies will be revalidated for the order.

You cannot reschedule or cancel an exam if the original appointment date and time has already passed. If a candidate does not reschedule or cancel before the appointment date and time, the candidate is billed for the exam, even the candidate does not take the exam.
To change which exam the candidate is going to take or the payment method, you must cancel the original registration and create a new one. For more information, see Canceling an exam appointment.
Registration Manager does not allow you to reschedule or cancel an exam appointment that invalidates a discount currently applied to the order. Therefore, you may need to cancel additional items on the order or cancel the entire order to proceed (refer to the following examples). For more information about discounts, see Working with discounts.

Example: An order contains a discount that applies only if the candidate takes the exam by February 1, 2015. If the candidate wants to reschedule the appointment to a date after February 1, 2015, the discount can no longer be used, so there will be added cost to the order. Because the rescheduling process does not allow you to add more cost to the original order, you must cancel the registration and create a new one to proceed.
Example: An order contains a 40 percent discount that applies if the candidate registers for three exams. The candidate registered for three exams that each cost $100, but paid a total of $180 after the discount. If the candidate wants to cancel one of the exams, the discount can no longer be used, so there will be added cost to the order (total will be $200). Because the cancelation process does not allow you to add more cost to the original order, you must cancel the registration and create a new one to proceed.

If your test center is unable to deliver scheduled exams for an unforeseen reason, such as hardware problems, try to reschedule candidate appointments at your test center. If Registration Manager does not allow you to reschedule the appointments or you are not able to find a new appointment time that is satisfactory to a candidate, create a case for each candidate affected. Use the case topic and type that best reflects the problem.
When you reschedule or cancel exams that allow module selection, Registration Manager does not allow you to add or remove modules. The entire exam appointment must be canceled and scheduled again. When you create the new exam appointment, the candidate can then choose which modules he or she would like to take during the appointment. For more information on module selection, see Scheduling an exam with module selection.
You can cancel an exam that was scheduled through the back–to-back scheduling process without canceling any other exam that was scheduled in the same process. Exams scheduled through the back-to-back scheduling process are treated as separate orders, even though they are scheduled together. If a candidate wishes to reschedule an entire group of exams, each individual exam must be canceled and the entire back-to-back order must be rescheduled again. For more information, see Scheduling multiple exams in a block of time.