Cancelling a Booking and Refunding

To learn how to find a previous booking, see Editing Bookings.

NOTE: Any booking can be cancelled within the agent’s RTBS system, but it is important that the agent always acts in accordance with the operator’s cancellation policy, or gets confirmation directly from the operator before cancelling or refunding any reservation.

Cancel Procedure

To cancel a booking, click the ‘cancel’ link in the ‘Locate a Booking’ search results list next to the relevant booking.

This brings up a box asking the reason for the cancellation. It can also be helpful to note the name of the staff member from the operating company that agreed to the cancellation, and (if applicable) any cancellation fees that may apply.  

After entering the reason, click ‘Cancel Booking’ and the system will bring up a record of the original payments that were recorded for the booking. 

Click ‘Add Refund’ and enter the transaction details for money being returned to the client.

 Click ‘Save’ to record the refund in the payment record.  

Once the refund transactions have been completed, click ‘Close’ and the system will return to the ‘Locate a Booking’ screen.

To see the cancelled booking, the ‘Show Cancelled Bookings’ tick box must be selected, and ‘Search’ clicked again. The status of the booking will now show as ‘Cancelled’. Once cancelled, a booking cannot be edited.

NOTE: Cancelling the ticket and adding refunds to the booking record within RTBS has no impact on actual payments that have taken place. The physical refund transaction should occur over the counter whilst updating the booking in RTBS.

Reversing a Cancellation

If a booking needs to be reinstated after having been cancelled, you can use the ‘uncancel’ function. To reverse the cancellation, you simply click ‘uncancel’ and the system will bring up a confirmation box asking ‘Uncancel booking?’. Click ‘Ok’ and the booking will show again as ‘Active’.

Retrieving the Ticket

It is generally good practice to retrieve a ticket from any guest who has cancelled their booking and received a refund; just to eliminate any possibility of the guest still partaking in the activity, and the operator accepting the voucher as payment and invoicing your agency accordingly.