Any ticket which has been saved in the system (ie, status Active), can never be deleted and must be cancelled. There are different methods for cancelling tickets depending on the situation.


TABLE OF CONTENTS


Cancel a ticket that has not been booked with the operator

Note this method is only allowed if the Global Setting "Disable Ticket Status (must cancel through the wizard)" has not been enabled under the Ticketing tab. A cancellation reason will not be recorded on the ticket.

  1. Open the ticket you want to cancel in the Ticketing screen.
  2. In the status field at the top of the screen, select Cancel
  3. Press Tkt/Save.
  4. If there has been no payment taken, the balance of the ticket should be $0, otherwise, refund any outstanding balance by taking the amount To POS. 


Cancel a ticket you have booked with the operator

The Cancellation wizard is a step-by-step process for capturing all the information required when a reservation has been made with an Operator. The wizard should not be used in the following situations:

  • If the ticket has already been settled with the operator.
  • For partial refunds. E.g. an activity is cut short resulting in a partial refund of the ticket value or you need to change the pax/units on the ticket. In that scenario, just edit the ticket.
  1. Open the ticket you wish to cancel on the Ticketing screen.
  2. Click the More... button at the bottom of the screen and select Cancel ticket.
  3. The cancellation wizard will open prompting you to confirm you have the correct ticket, follow the prompts to complete :
    • Did the operator confirm that a refund was acceptable? Call the operator to confirm.
    • Name of the person spoken to - The name of the person you spoke to confirm the cancellation.
    • Is this a full refund? - Ticked by default, the customer gets a 100% refund and the ticket status will change to cancelled. Untick if cancellation fees will be applied.
    • Agent cancellation fee (% or $) - Complete if you (the agent) are charging a fee. The fee will be deducted from any refund owed to the customer. You will keep all the proceeds of the fee (i.e. 100% commission). 
    • Operator cancellation fee (% or $) - Complete if the operator is charging a fee. The fee will be deducted from any refund owed to the customer. The operator receives the entire proceeds of this fee (0% commission). Cancellation fees only apply to tickets of type "Agent all".
    • Reason for cancellation - weather, illness, changed mind, etc.
  4.  Click Finish to complete and if prompted, enter your user code to save the cancellation.




Cancel a ticket booked online

  1. If the ticket was for an online product, you will be prompted to save the cancellation online.
  2.  From the Ticketing screen the following changes have been made to the ticket:
    • The ticket status is now Cancelled if full refund, or No Service if cancellation fees have been applied.
    • The original price options are greyed out.
    • The customer pays amount is reduced to zero for full refunds, or the value of the cancellation charge(s). 
    • A private note shows who approved the cancellation and when. This text cannot be edited or deleted (no exceptions). Anything before the '|' character is greyed out and locked.
    • The balance owing is in brackets, indicating a refund is owed to the customer.

      Ticketing screen after Cancel Ticket wizard finished
  3. Process a refund by selecting To POS button.
  4. Once the refund payment is complete, the transaction is listed in the payment details and the ticket balance is now zero:

    Ticketing screen after refund in POS


Add/change cancellation fees on tickets you've already cancelled

If you cancel a ticket and need to amend the cancellation fees applied, you can edit the Cost PU on the Ticket. 


If you did NOT apply any cancellation fees at all, it is best to change the status of the ticket back to Paid, resave the ticket, and then start over with the cancellation wizard. If you can't do this, you must create a brand-new ticket


Ticket options after using wizard with cancellation fee:

How Cancel Wizard updates options



Partial cancellations

If the customer has booked an activity that the operator has confirmed that they have not been able to fulfil in its entirety, you may need to issue a partial refund. In this case, the ticket is NOT cancelled per se, it just needs to be edited to reflect what the customer actually did. Make a note of the reason for the partial refund and the person you spoke to from the activity or accommodation provider, in the private note field. 


If the ticket is paid in full (i.e. sale type 'agent all') then you can add a new line item to reflect the amount to be refunded to the customer. For example, if the customer needs to be refunded $100 as per the below example add a new line item called partial refund and enter the amount -$100, select 1 unit. This will reduce the original value of the ticket by $100 and will leave this amount owing to the customer. Process the refund as normal through POS. If you have accidentally cancelled the booking instead of editing the booking, then change the ticket status back to active and modify it as needed.


How to cancel and refund a settled ticket

If you do not want users amending settled tickets, you can manage a cancellation/refund by creating a new ticket for the refund amount only.

  1. In the Ticketing screen, begin a new ticket for the same product/operator you are refunding.
  2. Click [New Option] and enter "Refund". Click No if prompted to "save the option "Refund" for future tickets".
  3. Enter the refund amount ($) into the Cost pu column, with a minus sign in front of it e.g. type in -10 to refund $10.00. When you move off the cell the amount is shown in brackets indicating it is a negative amount.
  4. Enter the number of Units.
  5. Ensure the detail tick (top left, above the options grid) is in place so you can see the commission columns; see your supervisor if you don't have system permission to view these columns.
  6. Enter the percentage of the refund that you as the agent will pay, in the Comm %column. For example:
    • If you (the agent) are giving the refund then set it to 100% (no pending debtor invoice for the operator).
    • If the operator has agreed to pay for the full refund then set it to 0% (they will be invoiced the full value of the refund).
    • If it is a partial refund, then set the percentage you (the agent) will pay e.g. if a 10% commission is entered, then you as the agent will be paying for 10% of the refund amount, the operator 90%.
  7. Enter the original ticket number in the Private Note box.
  8. Complete the other ticket details as usual e.g. enter the customer's name in the Name field etc.

    Create New Ticket to refund settled ticket

  9. Click To POS button to save the ticket and process the refund payment (note the amount will be in brackets to show it is negative).
  10. Back in the Ticketing screen, it shows the refund given to the customer and the balance owing is now zero. If you tick the box in the payment details it will show the portion of the refund paid for by the agent (any amount paid for by the agent will be shown as a negative amount).
  11. You can now generate an invoice for the opposite value in the Invoicing screen under the Accounts & Contacts menu.

    Payment details after settled ticket refunded


Cancel a settled ticket using the password closed or xld password

If enabled, you can use the edit settled ticket password to make changes to your ticket. The difference between what was originally invoiced and the edits you make will appear in the Invoicing screen so you can generate into a new invoice. To enable the password, open the Global Settings screen under the Ticketing tab and enter a password in the field Password closed or xld if one does not already exist.

  1. Open the ticket you need to amend in the Ticketing screen.
  2. Cancel the ticket as normal using the cancellation wizard. If there are no cancellation fees applied, you MUST manually set the ticket status to 'No Service'.  
  3. Enter the Edit closed / xld password when prompted and click Ok.
  4. If there is money owed to the customer, take the refund to POS as normal.


Refund a ticket not sold by you (the agent)

There are situations where you may refund a ticket that you did not sell at your Visitor Centre. Most commonly, this situation occurs if cancelling bus tickets with a large transport operator such as Intercity Coachlines.  

  1. In the Ticketing screen, begin a new ticket for the operator's product that is being refunded.
  2. Click on [New Option] and enter the text 'Refund' or similar. Click No if prompted to save the option for future tickets.
  3. Enter the refund amount into the Cost pu column, with a minus sign in front of it e.g. type in -10 to refund $10.00. When you move off the cell the amount is shown in brackets indicating it is a negative amount.
  4. Enter the number of Units.
  5. The ticket will now have a negative balance that can be issued as a refund to the customer.
  6. If you need to change the commission rate for this price option, tick the show grid detail box (small box in top left of the Ticketing screen above the options grid) and edit the Comm % field if required.
  7. Complete the other ticket details as usual e.g. enter the customer's name in the Name field etc.
  8. Enter in the Private Note box any information required such as where the customer originally bought their ticket and the original ticket number.
  9. Click To POS to save the ticket and process the refund payment in the normal manner and print a refund receipt.
  10. When the customer has received their refund and the ticket status has gone to paid, a pending accounting record will be created which can be included as a debit to the operator's account. 

You may decide to also charge an administration fee for this service which can be added as an additional price option on the ticket. You can automatically set the commission value to 0% by adding a * at the end of the option name