How to issue a refund to travelers?
How to issue a refund to travelers?
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The order cancellation rate is a key measure of your store's service quality. A high cancellation rate can hurt your trusted merchant rating. Try to keep orders by rescheduling or changing package details to maintain good ratings and customer satisfaction. If you have to cancel an order due to unavoidable reasons and have a good communication with the customer, follow these steps to cancel the order.
Refund process
Refund process
Step1: After communicating with the traveler and confirming the decision to proceed with a refund, ask the traveler to apply for an order cancellation through the system.
Step2: Go to the Order List, filter for orders with the status "Cancellation Request," and click "Cancel Order."
Step3: Depending on the situation, you can choose to "Cancellation policy" or "Special reasons for cancellation with full refund." Once you click "Cancel this Order," the system will initiate the refund process and send a cancellation notification to the traveler's email.
⚠️ Note: For cancellations initiated by the merchant due to fully booked sessions, insufficient participants, weather conditions, etc., only a full refund is allowed.
Step4: To keep the traveler informed about the order processing status, please send an additional notification through the message management regarding the order cancellation.
⚠️ Note: Refunds will be processed to the traveler's original credit card bank. The processing time is approximately 7-14 business days (actual time may vary depending on the issuing bank). If the refund is issued near the credit card statement date, it will be deducted in the next billing cycle. For more details, please contact the issuing bank to confirm the progress.
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