Cancelling & Refunding Orders

Overview

Orders may need to be cancelled for a variety of operational or customer-driven reasons. The Reservations Portal provides a structured cancellation and refund flow that ensures bookings are voided correctly, capacity is released, financial records remain accurate, and customers receive appropriate communication.

There are two ways to begin a cancellation in V3:

• More Actions → Cancel Order
• Edit Order → Cancel Booking

Both routes lead to the same cancellation engine and refund workflow.

Why This Matters

Cancellation is more than voiding a booking, it impacts finance, capacity, guest experience, and reporting. A clean, controlled cancellation process ensures:

• Accurate refund calculations
• Correct application of cancellation fees
• Proper release of ticket/seat/vehicle capacity
• Automatic audit history for finance and compliance
• Clear communication to customers
• Reduced errors and operational risk

The V3 cancellation flow ensures all these steps happen consistently and safely, regardless of who initiates the cancellation.

1. Accessing an Existing Order

You can begin cancelling an order via:

• Home Page → Search Orders
• Reservations Dashboard search bar
• Any customer search result list

Select the order to open the Order Details page.

See Screenshot: Order Details

From here, you may start cancellation via one of two routes.

2. Starting a Cancellation

Option A: Cancel via More Actions

1. Open the order.
2. Click More Actions.
3. Select Cancel Order.
4. See Screenshot: More Actions – Cancel Order

Option B: Cancel via Edit Order

1. Open the order.
2. Click Edit Order.
3. Select Cancel Booking.
4. See Screenshot: Edit Order – Cancel Booking

Both paths lead to the exact same cancellation flow.

3. System Behaviour When Cancelling an Order

Once cancellation begins, the system:

• Locks the booking so only you can edit it
• Displays a cancellation countdown timer
• Configured inAdmin Portal → System Settings → Cart expiry & timer settings
• Marks the booking as 'Booking to be Cancelled'
• Highlights the booking in red
• Automatically calculates the refund amount
• Applies any configured cancellation fees
• Requires the refund amount to match the calculated value
• Does not apply any changes if you leave or timeout

See Screenshot: Cancellation Summary Panel

4. Cancellation Fees

Cancellation fees may apply during the cancellation process. These rules are controlled in:

• Globally in Admin Portal → Terms & Conditions → Cancellation Fees
• By Product in Admin Portal → Products via the Product Pricing Tab

During cancellation, the system automatically checks all matching rules and deducts the fee from the refund total.

How Cancellation Fees Are Defined (Summary)

Sales Channels

Rules can apply only to certain channels, such as:

• POS, Web, Reservations
• API, Trade Partner (B2B)
• App, Self-Service Kiosks

Ticket Quantity

Rules may apply only to certain group sizes (e.g., 0–250 tickets).

Date / Time Limits

Defines when the fee is charged, e.g.:

• Within 30 minutes
• Within 6 months
• More than 1 year before travel

Fee Types

• Fixed amount (e.g., £10)
• Percentage of booking value
• Percentage of value reduction
• Full retention (–100%)

Conditional Logic

Rules can vary by:

• Group size
• Sales channel
• Booking value changes
• Type of product

Tip:

If a cancellation fee appears unexpectedly, check the booking’s sales channel, time window, and ticket quantity. Clients often define unique policies for Attractions, Events, or Travel.

5. Cancelling the Order

When cancellation begins, you’ll see:

• A warning above and to the right of the order 'The order will be cancelled'
• Order to be cancelled is outlined in RED
• Option to Reinstate Booking if done in error can be found in the top left of the '←Discard edits and return to order'
• Refund summary

To continue:

• Review the booking details
• Click Refund
• See Screenshot: Refund Button

This opens the refund flow.

6. Refund Details

The refund process occurs in a guided flow.

See Screenshot: Refund Details Screen

Refund Methods

Refund methods vary by client and may include:

• Debit/Credit Card
• BACS
• Cheque
• PDQ / Manual Refund
• AMEX PDQ
• Cash (rare)
• Car Park / Glide integrations

Automatic card refunds occur only if the original payment was made through an integrated provider.

Adding a Refund Method

See Screenshot: Add Refund Method Dropdown

• Select Add refund method
• Choose the method (e.g., BACS)
• Enter Transaction ID or internal reference
• Enter refund amount
• Ensure refund = required total

Override Refund

Users with permission may see:

• Override Refund

This allows custom refund amounts (e.g., goodwill gestures or exceptions).

7. Completing the Refund

Once all refund amounts match the required total:

• Click Complete Refund
• The order is officially cancelled
• A cancellation email is sent
• Tickets and entitlements are voided

See Screenshot: Cancellation Confirmation Page

8. After Cancellation

After completing the cancellation:

• Order status becomes Cancelled
• Cancellation fee (if any) appears
• Refund entries appear in Transaction History
• Message History shows the cancellation email
• Redemption History shows tickets as void
• Tickets cannot be downloaded or redeemed further

All records remain available for reporting and audit.

9. Related Tools in More Actions

Before or after cancellation, staff may use:

Resend Confirmation

See Screenshot: Resend Confirmation Modal

Message History

Shows all emails and statuses

See Screenshot: Message History Panel

Redemption History

Shows scans/usage

See Screenshot: Redemption History Panel

Transaction History

Shows payments/refunds

See Screenshot: Transaction History Panel

Feature Highlights

Pulls from Admin Portal rules and the any Product rules

Keeps customers informed

Adjust refund amounts for exceptions

Unified Flow

Matches client financial workflows

Description

Supports real-world scenarios

Full record of all actions

Why It Matters

Protects capacity & data accuracy

Message & Transaction History

Ensures clients’ policies are applied consistently

Essential for finance and customer support

Audit Trail

Reduces follow-up requests

Auto-sent cancellation email

Cancellation/refund timeout

Card, BACS, PDQ, Cheque, etc.

Flexible depending on workflow

Prevents abandoned cancellations

Category

Refund Processing

One cancellation engine

Automated fee calculation

Reduces training complexity

Customer Comms

Feature

Permission-based flexibility

Timeout Logic

Cancellation Tools

Two cancellation entry points

Cancellation Fees

Cancel from Edit Order or More Actions

Same behaviour regardless of entry point

Override Refund

Multiple refund methods