In these difficult times during the Covid-19 pandemic, unfortunately, it's common that your guests will cancel or be forced to cancel their bookings. Here are some common questions and answers to help you in relation to cancellations and refunds:
- My customer wants a refund. How do I cancel the activity and issue a refund?
- I have created a refund but the status says 'Awaiting Approval'. What does this mean?
- My customers' credit card has expired
- What happens with Trekkpay Fees?
- I need to arrange a refund but I don't use Trekkpay
My customer wants a refund. How do I cancel the activity and issue a refund?
If your guest wishes to cancel a booking, the full process on how to cancel a booking and issue a refund can be found on our Help Pages here.
I have created a refund but the status says 'Awaiting Approval'. What does this mean?
It is likely that the balance of your Trekkpay account is not enough to cover the cost of the refund. You can check your balance while in the Admin Desk, in the top right-hand corner Click on Merchant Settings> Trekkpay. In this page, you will be able to see your balance.
If you don't have enough to cover the balance but the refund is in awaiting approval, within 2-3 days you will receive an email to advise the balance is not enough and a payment link will be provided so you can 'top-up' your balance.
Once the balance has been rectified, the refunds will be automatically sent to your guest(s).
If you do not top-up the balance within 30 days, any refunds you have processed will be rejected.
Note: 30 days is currently due to the unexpected circumstances related to the coronavirus. Once the situation returns to normal, the 30 days will be reduced back to 7 days only.
My customers credit card has expired
If your customers card has expired, the refund will automatically be rejected. You should receive an automatic email advising that the card has expired and the refund must be arranged directly with the customer.
If you are not sure about this or any have questions, you should contact firstname.lastname@example.org who will reach out to the Trekkpay team for you.
What happens with Trekkpay Fees?
For information regarding Trekkpay fees, you should contact your Account Manager directly. If you are not sure who this is, email Trekksoft Support advising you would like to know more information about your Trekkpay Fees and wish to speak with your Account Manager.
I need to arrange a refund but I don't use Trekkpay
If you are not using Trekkpay then any refunds will need to be processed through your 3rd party payment gateway provider e.g. Stripe, Braintree, etc. You can find more information about 3rd party payment gateways here.
Last Updated [26/03/2020]