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Follow the guide below for processing cancellation requests within COP.
For all cancellation requests within COP (with or without payment), Sales Team will handle the case.
update as of 6/10/25
Calls received within business hours - transfer the call to an available Sales Representative
Calls outside business hours - create a task to Sales
Tickets and chats - task to Sales Team
Turnaround time for the task is 24 hours.
CS must inform the customer that a full refund will be issued to the original payment method for cancellation requests made within the Cooling-Off Period (COP).
CANCELLATION FORM: HERE
HOW TO CHANGE THE BOOKING STATUS TO CANCELLATION PENDING
1. Search for the Booking
Use the search bar in Perseus to find the specific booking.
2. Change the booking status
Under Bookings Tab, go to Status and click the down arrow.
3. Save Changes
Select Cancellation Pending and Save.
Keywords: within cop cancellation, cooling off period, early cancellation, cancellation within 7 days
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