Cancellations can cause significant inconvenience for both customers and participants. We strongly encourage you to reconsider before proceeding. Could you explore the possibility of modifying the booking instead—perhaps by offering the customer an alternative date?
Cancel booking in the dedicated booking view
1. Choose the booking you want to cancel
In your operator account, go to Bookings > Bookings and click on the booking to be cancelled.
You can search for the booking by the booking number, name, or email. Also, you can use several filters to sort your bookings.
2. Click the Cancel Booking tab
Now, select either all tickets associated with the booking or just those to be canceled. Write a message to your customer in the message box, stating the reason for the cancellation, and then click Cancel Booking.
A new window will appear containing information about the cancellation:
- In the “Adjustment Fee” field, you can enter your desired cancellation fee manually. This amount will be automatically deducted from the refund.
- You can decide between 'Money' and 'Value Voucher' as a refund for your customers.
Please consult our Refund procedure first.
Important
The refund menu is left blank as the default. You have to choose a refund option before confirming the cancellation.
3. Select the desired option for refunding
You can issue the customer with a value voucher instead.
Your customer will be notified of the cancellation and will receive a value voucher per email under the conditions you have established for your offers. Within the following article, there are more details on How can a customer redeem a value voucher?
Important
- If you cancel the booking with a value voucher and the customer decides to get a refund afterwards, please transfer the money back manually from your account and cancel the voucher created by the system here: Dashboard » Ticket Validation » Check Code. You can refund the money to the customer.
- If you select "Money" for refunds and your Stripe Connect account has a negative balance, the following message appears on the booking cancellation preview:
Cancel booking in the appointment overview
In the appointment overview, you have the option to cancel multiple / all bookings at once for the desired appointment. For more information on how to use this feature, access the article: How to cancel multiple bookings for an appointment?
How is the money refunded to the customer?
Refunds must be processed using the same payment method that was originally used.
For POS bookings paid in cash, the refund must also be issued in cash. It is not possible to process a cash payment refund via credit card.
Once the cancellation is completed, the customer will automatically receive an email notification. If applicable, they will also receive a separate email containing a voucher.
In the case of a manual refund, please contact the customer directly to obtain the necessary bank details for the transfer.
After the process is completed, the booking status will change from Confirmed to Cancelled.
Note:
If a booking was paid partially using a value voucher, any refund issued upon cancellation will be provided exclusively as a value voucher. Partial refunds to the original payment method (e.g., cash or card) will not be available.
Can I define the expiration date of the value voucher?
Besides Money, you can also use a value voucher as a refund method. When you select the value voucher as your refund method, you can set how long the voucher should be valid.
Cancellation of unpaid bookings
When cancelling a booking placed with offline payment methods, a warning message should appear that the booking might not be paid for yet. A cancellation is still possible, but you should proceed with caution.
Why is there no tab to cancel a booking?
If your booking was made via a Sales channel, e.g., Viator, you might have to perform the cancellation in your account of that sales channel.
Moreover, bookings of gift voucher redemptions can not be cancelled, because in this case, the person to be refunded would be the initial buyer and not the redeeming person.
Moreover, bookings of gift voucher redemptions can not be cancelled, because in this case, the person to be refunded would be the initial buyer and not the redeeming person.
Important!
- If you want to cancel a booking in Viator after the event’s date, the booking will not be considered as “cancellation” but simply as a “refund” in Viator.
- These cases are very uncommon, but can happen.
- In Regiondo the booking will not change its status; therefore, you need to contact our Support team (support@regiondo.com) to proceed with the cancellation of the ticket(s) on Regiondo's side.