Q: How To Cancel & Refund an Order or Trip

If you're needing to cancel &amp; refund a customer follow the steps below. Note: If the initial payment is over 120 days old, you will need to refund by other means. Example, send the customer a check by mail. In order to refund an order, you'll next need to cancel the order (or part of it) first by changing the status of the order to cancelled. Option A - You're cancelling the entire order: You can do this by clicking on the status bubble in the top left hand corner of the order details screen <img src="https://waverez.zendesk.com/hc/article_attachments/15312114619155" alt="" /> and selected cancelled: <img src="https://waverez.zendesk.com/hc/article_attachments/15312040740243" alt="" /> Option B - OR you can cancel part of an order easier by going to the trips tab and finding trip that needs to be cancelled: <img src="https://waverez.zendesk.com/hc/article_attachments/15311937098515" alt="" /> Once you locate the correct trip inside the order that needs to be cancelled, select the drop down for Reservation Status: <img src="https://waverez.zendesk.com/hc/article_attachments/15311977851155" alt="" /> A pop up box will appear for the cancellation, type the reason for cancellation. The next question ask for a cancellation fee. If a fee applies, change this to yes otherwise leave it as no and check the box that acknowledges that cancellation DOES NOT automatically refund the order: <img src="https://waverez.zendesk.com/hc/article_attachments/15311977191571" alt="" /> This box (as shown above) will show you the refund amount due for this cance

Question 1

Get Your Guide Integration

Accepted Answer

Getting Started

In order to setup the integration with GetYourGuide with WaveRez, first your trips that you'd like to offer on GYG need to be built out on WaveRez and not showing "Disable Affiliate Booking" on WaveRez.

Next you'll need an account and trips set up on GYG. In order to do this, please refer to GYG. Here's a help article on this: https://www.getyourguide.com/c/how-to-list-your-activity-on-getyourguide-step-by-step/

You'll need your Supplier ID from GYG. This can be found under Your Name in the top right hand corner of GYG. Click on your name, then click Account Settings. Your Supplier ID will be shown in the top right hand corner of this screen.

Connecting WaveRez to GYG

On WaveRez, once logged in and viewing the right hand menu, click on Integrations, then Get Your Guide.

Input your Supplier ID from GYG and click save.

Next we will create the options for each trip on WaveRez for GYG. Select the trip that you want to link from the drop down. These are your trips on WaveRez. If you do not see a trip listed on this drop down, it's most likely Disabled for Affiliate Bookings under Settings > Resources > Trips > General.

Select the City from the drop down.
Type in the Tour Description
Click Add Tour Option
Select the Ticket name from the "Tickets" drop do

Question 2

Viator Integration

Accepted Answer

Before you begin this process, be sure you have signed up with Viator and created your product listings.

Login to Viator Supplier Account and go to “Account”, then “Connectivity” tab. Choose your reservation system from a list. Once this is done, it might take 24 hours to process.
In WaveRez, go to “Integrations” on the left menu. Click on “Viator”
Click the checkbox that says “Use Viator”. You will find your API Supplier ID on your account under account>connectivity. It is not the number listed beside your name. Once you have your number you can enter it here.
Once you have your number you can enter it as shown below

Select the product you wish to add to Viator
Fill out the basic information and click “add tour option”
Create a name for the tour (this is just for internal use), and then select the tickets you’d like to sell. Click save. ![](https://storage.crisp.chat/users/helpdesk/website/-/5/0/6/8/506815b6f733140/image_1g09w0f

Question 3

How To Cancel & Refund an Order or Trip

Accepted Answer

If you're needing to cancel & refund a customer follow the steps below.

Note: If the initial payment is over 120 days old, you will need to refund by other means. Example, send the customer a check by mail.

In order to refund an order, you'll next need to cancel the order (or part of it) first by changing the status of the order to cancelled.

Option A - You're cancelling the entire order: You can do this by clicking on the status bubble in the top left hand corner of the order details screen

and selected cancelled:

Option B - OR you can cancel part of an order easier by going to the trips tab and finding trip that needs to be cancelled:

Once you locate the correct trip inside the order that needs to be cancelled, select the drop down for Reservation Status:

A pop up box will appear for the cancellation, type the reason for cancellation. The next question ask for a cancellation fee. If a fee applies, change this to yes otherwise leave it as no and check the box that acknowledges that cancellation DOES NOT automatically refund the order:

This box (as shown above) will show you the refund amount due for this cance

Question 4

Crew Feature

Accepted Answer

The following article describes in detail how the crew features works on WaveRez.

To summarize, the Crew Feature allows enabled trips to be assigned to a selection of users for them to accept or deny the assignment.

To setup the Crew feature, first go to the trip that needs to be enabled via Settings > Resources > Trips > Click on the trip > General. Once on the general tab of the trip in which needs to be enabled, look for a checkbox titled Enable Crew Enabled:

Make sure this checkbox is checked in order to enable the crew feature for this trip type. Repeat this process for any other trips as needed.

Next you'll need to setup the users that will be enabled for crew assignments. To do this, to go Settings > System Setup > Users.

A. If the user has already been created, then click the edit profile (pencil icon) next to the email address of the desired user. From here, click the checkbox next to Crew Member and fill the boxes below:

B. If the user has not already been created, click Register to create a new user. Create the new user as usual filling all the boxes on this page as well as making sure the Crew Member checkbox is checked and filling all the crew member information below that as well.

Repeat this process for

Question 5

How to: Add New User

Accepted Answer

In order to provide an employee(s) with their own login information you will have to add a new user.

Login to main user and go to Settings > System Setup > Users
Click on Register on the top left hand section of the screen
Then fill out the fields with the new user information. (Don't worry if when loaded some fields are prefilled. This is just the browser autofill) First and Last name are not required but are highly encouraged to use as this let's support know who is contacting them.
Affiliate and Crew are both options when adding a new user. These options do very specific things. Affiliate allows access to ONLY the affiliate portal duplicated trips and should not be used in most circumstances. Crew can be used if you're wanting to use the Crew Feature.
Click Register on the bottom of form to save the new user.

Please contact support to request new user login access to multiple locations.

To change permissions of the user, this is done after creation. Please see this article for information about what permissions allow.

Question 6

Installation of WaveRez Booking Portal Lightframe

Accepted Answer

In order to install the WaveRez lightframe on a Wordpress website, you can follow the instructions below.

1. Script Installation

You'll need to inject this script into your footer site wide.

<script type="text/javascript" src="https://reservations.waverez.com/assets/dist/widget/js/_trip_book_widget.js"></script>

For Wordpress, I recommend using WP Code to inject these scripts into your site wide footer. Injecting in the header is an option, but can sometimes cause issues depending on the builder used and settings.

2. Book Buttons

Once the Script is active on the site, any links to the Booking Portal will pop up the booking portal lightframe. Installation is easy, just replace the link on the button or element with the Booking Portal general link or the listing specific links. These are the same URL's shown on your URL bar when viewing the customer facing online booking portal.

The easiest way to locate your Booking Portal links is to click on "Booking Portal" of the marketing section of the menu when you're logged into WaveRez. This will open a new tab with your customer facing booking portal.

Calendar Widget Embed (optional additional method of installation)

We now have the ability to embed a calendar widget directly on your website. This widget will still require the script and body code from step 1 of this article. This widget will fit to the container that it's inside of. You'll need to add an HTML element (if you're using any builde

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