How to rebook, refund or cancel a booking

Using the Cancel/Rebook feature you can easily change any trip and submit full or partial refunds to your customers quickly and efficiently.  


Rebook Guests

From the left navigation menu, go to Bookings > Overview and then select Details next to the relevant customer. You will be redirected to the Basket Details View. You can also search for the customer's name or email address in the search bar at the top left of the page.


From the Basket Details View, you can use the Rebook button on the right to rebook the whole basket. Alternatively, you can modify the order under Basket Summary. Here, you can modify the whole trip or just rebook one specific guest.

To rebook the whole trip, select the bolded Choose an action and click Rebook basket item.

To rebook one specific guest, select the non-bolded Choose an action for the relevant guest, then click on Rebook guest.

This will take you to the Details page, where you can finalise your rebookings.



Rebook All Guests

This will rebook all customers on the trip. This is useful for trips that are, for example, canceled due to weather.


This option will rebook an individual customer to another trip.

 Rebook guests to a different activity:

Cancel a booking

If a guest or a whole trip needs to be cancelled, you can do this on the same page where you rebook guests. Just click on the Cancel and refund button for the guest/s you wish to cancel and this will cancel the booking and refund their payment.


Refund guests

Full Refund

Another way to refund guests is to manually refund the total amount, this can be done as long as the customer's purchase has first been cancelled using the Choose an Action drop-down menu. Once a purchase has been cancelled, simply click Add Refund in the Refunds section.

Partial Refund

Alternatively, you can issue a partial refund of the total amount. To do this, first Add a rebate for the desired amount then issue a refund for the same amount.

From the Basket Details View, scroll down to Rebates / Vouchers and click on Add rebate. Enter the desired amount and click Save.

Then, head back to the Basket Details View and scroll to Add Refund. Issue a refund for the same amount as the rebate and you’re done.


Refunding a customer who paid through TrekkSoft's payment gateway

When a customer uses a credit card to pay through TrekkSoft's payment gateway, you can select TrekkSoft from the Refund by drop-down menu and the refund will be processed by TrekkSoft (transaction fees apply).

Otherwise, select the party responsible for refunding the money. If you select a different treasurer, the refund will have to be processed manually.

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