Cancel a Reservation
Cancel a Reservation
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Find the customer’s existing reservation (instructions found here).
After re-confirming you are on the correct reservation, click the Cancel button.
A small pop-up will appear. Click Yes to continue to the Shopping Cart to tender the cancellation.
Relay to the guest the amount that will or will not be refunded.
In this example, a cancellation fee is being assessed with a refund of $171.75.
When ready, click Tender Cart.
The Request the Refund window will open, showing the refund dollar amount and the credit card used to pay the original amount.
You must always tender the refund back to the original credit card.
Do this by clicking the Process Refund to above Credit Cards button.
Agents should not process refunds via other tender types. If an error is encountered, please escalate to a Lead.
A receipt/confirmation will generate that should be e-mailed to the customer.
NOTE: If the card number shows 0000, process the refund as detailed above. The system will automatically refund to the original credit card in the back end of the system.
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