Canceling and Refunding a Customer

If a customer needs to cancel or reschedule a trip, you can do so by using the Cancel/Rebook feature. TrekkSoft allows you to submit full or partial refunds to your customers quickly and efficiently.  

Refunding and Rebooking 

If the customer paid with a method other than using a credit card through TrekkSoft, then you must select the Agent or Merchant as the treasurer. This means that the money was refunded to the customer outside of TrekkSoft's system (no transaction fees apply).

One way to cancel or rebook a customer's trip is to first visit the Bookings Overview section by going to Bookings > Overview in the left navigation bar. From there, select the Details button next to the appropriate customer to get to the Basket Details screen. You can also search the customers name or email address in the search bar at the top left of the page.


Scroll down and find the customer under the Basket Summary section. Then, select the Choose an action drop down menu, and click Rebook Order on the entire order, or Rebook Passenger next to the specific passenger that you would like to rebook.



 This will take you to the Details page, where you have a few different options

Rebooking Guests


Available options:

Rebook All Passengers
This will rebook all customers of the trip. This is useful for trips that are, for example, canceled due to weather. In this case, all of the customers on the trip will need to be rebooked to a rain date.

This option will rebook an individual customer to another trip.

Cancel and Refund
This will cancel the individual customer's order and refund their money.

Canceling Guests


Adding a Manual Refund or Partial Refund

Alternatively, you can add a manual refund the total amount, as long as the customer's purchase has first been cancelled using the Choose an Action dropdown menu. Once a purchase has been cancelled, simply click Add Refund in the Refunds section.

To add a partial refund, you must first create a rebate for the desired amount. 

Then once a rebate is created, you then click on the Add Refund button and select the rebate you have created. 


Customer Paid Through TrekkSoft's Payment Gateway

When a customer uses a credit card to pay through TrekkSoft's payment gateway, you can select TrekkSoft as the the treasurer of the order and the refund will be processed by TrekkSoft (transaction fees apply). Otherwise, select the party who is responsible for refunding the money. If you select a different treasurer, then the refund will have to be processed manually.

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