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CANCELLING BOOKINGS - SETTING UP REFUNDS PROCESS
NOTE: General cancellation will still be processed by our Sales Team during COP and MEL Team for bookings outside COP.
CANCEL THE BOOKING IN PERSEUS
Process the cancellation as per the standard procedure.
This will trigger all standard workflows and automated cancellation emails where required.
REVIEW SYSTEM ACTIONS
Ensure all system actions align with the specific booking details.
Verify that all necessary updates and communications have been triggered.
COMPLETE THE CANCELLATION SECTION
In Perseus, Fill in all required fields in the cancellation section.
SELECT REFUND AS THE REIMBURSEMENT METHOD
Choosing 'Refund' will automatically create a task in HubSpot (HS) for Finance to process the refund.
FILL IN ALL REQUIRED SECTION
Mandatory: All required fields must be completed; otherwise, the refund will not be processed.
ADJUST THE DUE DATE FOR FINANCE TASK
Set the due date according to the expected turnaround time.
Do not set it earlier than the advised timeframe.
If you need to go outside the standard turnaround time, provide a clear explanation in the task why this is an exception.
COMPONENT REFUNDS
For tours where the booking is proceeding and you need to refund a component / portion of the booking,
No changes to the process
Reminder - Payment will not be paid to the customer until reimbursed from the supplier. Customer expectation- min 30 days.
If the supplier has advised refund to IV will take 13 weeks, it will be a minimum of 14 weeks before refund will take place. This is when you will need to override this information.
FULL PROCESS HERE.
Add amount to the component refund.
CANCELLING A BOOKING - IV CREDIT
CANCEL THE BOOKING IN PERSEUS
Process the cancellation as per the standard procedure.
This will trigger all standard workflows and automated cancellation emails where required.
REVIEW SYSTEM ACTIONS
Ensure all system actions align with the specific booking details.
Verify that all necessary updates and communications have been triggered.
COMPLETE THE CANCELLATION SECTION
In Perseus, Fill in all required fields in the cancellation section.
SELECT REFUND AS THE REIMBURSEMENT METHOD
Choosing 'IV CREDIT' will automatically create a task in HubSpot (HS) for Finance to process the refund.
FILL IN ALL REQUIRED SECTION
Mandatory: All required fields must be completed; otherwise, the refund will not be processed.
ADJUST THE DUE DATE FOR FINANCE TASK
Set the due date according to the expected turnaround time.
Do not set it earlier than the advised timeframe.
You also must alter the due date to match the expected turnaround time to match the refund due date to keep it consistent.
If of course the supplier has advised refund to IV will take 13 weeks, it will be a minimum of 14 weeks before refund will take place. This is when you will need to override this information.
Keywords: refund task setup, create refund task, refund follow-up, task for finance, refund request task
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