Manage bookings

How to cancel a booking and issue a refund

    Cancelling a booking and issuing a refund is easy to do. You can also cancel a single guest, not the entire booking. Similarly, you can refund a portion of the total payment if needed.

    In this guide, you'll learn how to:

     

      

    Cancel and issue a refund 

    STEP 1: Go to Basket Details 

    From the menu on the left, go to Bookings > Overview and then select Details next to the relevant customer. You will be redirected to the Basket Details.

    Alternatively, you can search for the customer's name or email address in the search bar at the top of the page.

      

    STEP 2: Cancel the booking

    To cancel the whole booking, click on Cancel basket items.

    You will then be prompted for a reason the booking was cancelled and asked to specify who issued the refund (if any). If no refund is issued, select Ignore from the drop-down menu.

     

    To cancel a single guest, scroll down to Basket Summary and find the guest you want to cancel. In the same row, click on Choose as action and select Cancel guest.

    You will then be prompted for a reason the booking was cancelled and asked to specify who issued the refund (if any). If no refund is issued, select Ignore from the drop-down menu.  

    Remember to specify the amount to a refund as well.

      

    Partial Refund 

    STEP 1: Add a rebate for the refund amount

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

    Enter the desired amount and click Save.

     

    STEP 2: Add a refund

    Then, head back to the Basket Details View and scroll to Add Refund.

    Issue a refund for the same amount as the rebate.

     

      

    Refunding a customer who paid through TrekkPay 

    When a customer pays through TrekkPay, you can select TrekkSoft from the Refund by drop-down menu and the refund will be processed by TrekkPay (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.

     

    **Please note that TrekkPay cannot issue refunds for Lastschriftverfahren and iDeal. For these refunds, you will have to issue them from your own bank account.