How To Cancel & Refund an Order or Trip
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 cancellation.
To refund a customer...
Go to the customer's order and click on the payments tab:
Then under the payments section, find the round arrow pointing towards the left:
(If you hover over it, it will say refund payment. If it says void this just means the payment was made that day and will be voided and the pending charge will drop off the customers account.)
Enter the amount of the refund (minus any cancellation/etc fees) and select "OK". The refund will process and refresh the page.
To verify the refund has been processed, scroll back down to the Edit Trips section and Payments.
You should now see a red box where the transaction has been refunded.
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 cancellation.
To refund a customer...
Go to the customer's order and click on the payments tab:
Then under the payments section, find the round arrow pointing towards the left:
(If you hover over it, it will say refund payment. If it says void this just means the payment was made that day and will be voided and the pending charge will drop off the customers account.)
Enter the amount of the refund (minus any cancellation/etc fees) and select "OK". The refund will process and refresh the page.
To verify the refund has been processed, scroll back down to the Edit Trips section and Payments.
You should now see a red box where the transaction has been refunded.
Updated on: 25/03/2025
Thank you!