Manual i-Reserve - Reviewing and processing refunds

Instruction

Difficulty level:

Actueel

On the Actueel (current) screen (mod=cancelrefunds) you review and process all outstanding cancellation refunds.

What you see on this screen

Every cancellation where money had been paid — including a manual cancellation by a staff member or by the customer via the customer area — appears here with amount, percentage (if calculated), status and an action.

Statuses

To review (open) — still needs to be processed.
Executed — paid back automatically via the payment provider.
Gift voucher (gift) — a gift voucher has been created and sent.
Done — a staff member has manually marked the line as finished.
None — 0% refund calculated, no money involved.

Filtering

Filter on the period in which the cancellation happened (last 30 days by default) and on status.

Processing a refund

The Process button on an open line opens a dialog where you confirm the amount. With the right action_cancelrefund_override you may also enter a different amount than the calculated one, for example for a goodwill decision. If the compensation type is a gift voucher, the dialog shows in advance that processing will create a voucher.

After confirming:

With compensation type money the line is simply marked as done — you perform the actual payout yourself, for example via a separate action on the booking dashboard.
With compensation type gift voucher the voucher is created and e-mailed to the customer at that moment.

Resetting a processed line

With the right action_cancelrefund_reset you can reset a line with status done back to to-review. This is only possible for status done — not for executed or gift voucher, because that money or voucher has already been sent.

Automatic line for manual cancellations

If you as staff cancel a (partly) paid booking yourself, or a customer does so via the customer area, an open line automatically appears in this overview — even if no tier percentage was calculated (that only happens when cancelling via the AI agent). This way you never miss that money is still outstanding. In addition, a yellow warning appears immediately at the top of the screen the moment you cancel a paid booking, for example: "Note: €X has already been paid on this booking, please review the refund."

Notification on cancellation

Independent of this refund line, the involved staff receive an e-mail notification "Booking cancelled" as soon as a booking moves to the cancelled status — regardless of the channel (administrator, customer or AI agent). This notification is purely a signal that a cancellation happened; the refund line above (if applicable) is the separate, lasting work item. You configure this notification in the user profile (see Configuring notifications).

See also the tier table for how the percentage is calculated.

Required right: menu_cancelrefundcheck.