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Cancellation Fees & Refunds

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Cancellation Fees & Refunds

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Cancellation Fees & Refunds

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In the event of a client cancelling their reservation, they may be subject to the Booking Centre cancellation fee plus any Operator cancellation fee(s).  The client is aware of the Cancellation Policies as they agreed to them at the time of booking plus they appear on the Itinerary.  The Cancellation Fees are taken from the Total Paid on the Itinerary and any remaining funds are refunded to the client.

 

There are 4 steps to follow when applying a refund;

 

1.Apply the Booking Centre Cancellation Fee

2.Apply any Operator Cancellation Fee(s)

3.Record the client Refund against the Itinerary (Balance Owing equals $0)

4.Physically refund the client i.e. via the EFTPOS machine, via the Gateway, cash, cheque etc.

Apply Booking Centre Cancellation Fee

Generally centres set their Cancellation Fee at a flat amount of $22.00.  (Check with the Booking Centre manager if unsure). Follow these steps to record the Booking Centre Cancellation Fee against the Itinerary;

 

1.Click Record Refund at the bottom right of the Itinerary screen to display the Add Payment / Refund screen

recordrefund

 

2.Use the table below to complete the fields;

Payment Type

Select Payment Type of Booking Centre Cancellation Fee

Payment Date

Will default to today’s date (change only if required)

Payment Amount

Enter a negative amount that is to be retained by the Booking Centre ie $ -22

Description

Enter description if required i.e. reason for the cancellation

Receipt Number

Leave this field blank

 

3.Click Save Payment (do not double click, this will record the refund twice!)

Apply Operator Cancellation Fee(s)

Operators should enter their Cancellation Policy via the Member Console.  This policy appears in a pop-up window when the Make Online Booking button is clicked and it also appears on the clients Itinerary.  In the event of a client cancellation, Booking Centre staff should call the operator to advise them of the cancellation and ask if they wish to pass on the fee outlined in their Cancellation Policy.  They operator may wish to waiver the fee complete or reduce the amount to charge, however, the operator can not charge a fee higher than what is outlined in their Cancellation Policy. Follow these steps to record the Operator Cancellation Fee against the Itinerary;

 

1.Click Record Refund at the bottom right of the Itinerary screen to display the Add Payment / Refund screen

operatorcancellationfee

 

2.Use the table below to complete the fields;

Payment Type

Select Payment Type of Operator Cancellation Fee

Payment Date

Will default to today’s date (change only if required)

Payment Amount

Enter a negative amount that is to be retained on behalf of the Operator ie $ -50

Description

Enter description if required i.e. reason for the cancellation

Receipt Number

Enter the Booking Number that the cancellation fee applies to.

*Note: This will automatically record a Return with these details dated for the end of the month. The Return can be searched for by clicking on Edit Return (under Operator Returns heading on Main Menu) and enter the Return id number. If you require this return to appear on a particular Return date please edit the date i.e. the next return date. This procedure will ensure that the Cancellation Fee appears on the correct operator’s Return report and the funds will be remitted to them for that booking.

 

3.Click Save Payment (do not double click, this will record the refund twice!)

4.Follow the above steps for each booking on the Itinerary that requires cancellation.

Record Client Refund

Now that the Cancellation Fees have been divided out appropriately, the Balance Owing needs to be recorded as a refund to the client.  Depending on the refund policy of the Booking Centre, this will affect what payment method is used.  The general rule is that the client should be refunded by the same method they used to make their payment.  Follow these steps to record the client Refund against the Itinerary;

 

1.Click Record Refund at the bottom right of the Itinerary screen to display the Add Payment / Refund screen

clientrefund

 

2.Use the table below to complete the fields;

Payment Type

Select Payment Type of client Refund

Payment Date

Will default to today’s date (change only if required)

Payment Amount

Enter a negative amount that is to be remitted to the client ie $ -72

Description

Enter description if required i.e. reason for the cancellation

Receipt Number

Leave this field blank

 

3.Click Save Payment (do not double click, this will record the refund twice!)

 

The Itinerary screen should now look like this;

 

cancelledbooking

 

Note: if the Operator Cancellation Fee has been recorded correctly (i.e. the Booking Number was added to the Receipt Number field), then the words Added Return plus the return ID number will appear in the Receipt/Description column.  If this does not appear, please contact Bookeasy Support for assistance.

Physically Refund the Client

Now that all of the money on the Itinerary has been allocated appropriately, the Total Paid should be $0.  All that is required is that the client is physically refunded their money, either by cash, cheque, via the EFTPOS machine or via the Gateway.

 

Don't forget to click Cancel under the Action column to cancel this booking and release the inventory back into the system.