How to cancel a booking
Cancellations are a serious matter. In view of the potential inconvenience to the customer and participants, we would strongly advise you to first reconsider your options. Is it possible to change the booking by offering the customer an alternative date?
1. Choose the booking you want to cancel
How to find my booking?
You can search for the right booking with the booking number, name or email. You can also use several filters to sort your bookings.
2. Click "cancel booking"
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 “Next".
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, available here
The refund menu is left blank as 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.
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. For more details on how to redeem a value voucher, click here
If you cancel the booking with a value voucher and the customer decides to get a refund afterwards:
You can refund the money to the customer.
The money will only be returned via the payment method through which the payment was made. If "Money" is selected as the refund method and the Stripe account has a negative balance, the following message will be displayed in the reservation cancellation preview:
Cancel booking in appointment overview
In the appointment overview you have the option to see all the bookings and the option to cancel multiple / all bookings at once for the desired appointment. For more information on how to use this feature, click here
How is the money refunded to the customer?
Do your refund with the same payment method you got the money from:
When you have a POS booking and your customer paid with cash then you have to make the refund with cash too. It is not possible to make the refund via credit card.
The customer will then receive an email informing them of the cancellation. Where applicable, they will also be sent an email containing the voucher.
In case of a manual refund please contact your customer in order to provide you the bank details necessary for the money transfer.
The booking status will change from "Confirmed" to "Cancelled".
Important: Regiondo is not responsible for the payout! The payout for offline payment methods must be arranged by the provider themselves.
Can I define the expiration date from 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
To cancel an unpaid booking, simply click "Cancel Booking" and select the tickets you would like to cancel. You then have to write a message which will be sent to the customer. 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.
- 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 (firstname.lastname@example.org) to proceed with the cancellation of the ticket(s) on Regiondo's side.