Cancellations could create significant inconvenience for both customers and participants, so we strongly encourage exploring every alternative before proceeding. Where possible, consider whether the booking can be adjusted instead, for example, by offering the customer an alternative date that works for everyone involved.
1. Cancel a booking in the dedicated booking view
1.1. Choose the booking you want to cancel
In your Regiondo account, go to Bookings > Bookings and click on the booking to be cancelled.
- You can search for the booking by booking number, name, or email.
- You can also use several filters to sort your bookings.
1.2. Click the Cancel Booking tab, then:
- Select either all tickets associated with the booking or only the tickets to be cancelled.
- Write a message to your customer in the message box, stating the reason for the cancellation.
- Click Cancel Booking.
1.3. Cancellation details window
After you click Cancel Booking, a new window appears containing information about the cancellation.
- In the Adjustment Fee field, you can enter your desired cancellation fee manually. This amount is automatically deducted from the refund.
- Please note that once the Adjustment Fee has been applied, the corresponding amount is credited to your balance. If you later decide to refund your customer, you will need to do so directly (e.g. via bank transfer or cash), as Regiondo/Stripe can no longer process an online refund for this amount.
You can decide between Money and Value Voucher as a refund for your customers.
Selecting Value voucher will generate a code for the corresponding amount, which the customer can use to make a new booking. 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.
In the Expiration Date field, you can set how long the voucher should be valid.
Important
- If you cancel the booking with a value voucher and the customer requests a refund afterwards, you will have to transfer the money back manually from your account and cancel the voucher created by the system under Dashboard > Ticket Validation > Check Code.
- If you select Money for the refund while your Stripe Connect account has a negative balance, a message about this appears on the booking cancellation preview, informing you that a manual refund is needed.
2. Cancel bookings in the Calendar 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 tickets from a booking?
3. How is the money refunded to the customer
- Refunds must be processed using the same payment method the customer used when placing the order.
- For POS bookings paid in cash, the refund must also be issued in cash. A cash payment cannot be refunded to a credit card.
- Once the cancellation is complete, the customer will automatically receive an email notification. If applicable, they will also receive a separate email containing their voucher.
- For manual refunds, contact the customer directly to obtain the bank details required to process the transfer.
- Once the process is complete, 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.
4. Cancellation of unpaid bookings
When cancelling a booking made with an offline payment method, a warning will appear if the booking may not have been paid yet. You can still proceed with the cancellation, but first verify whether payment was received, to avoid issuing a refund for an unpaid booking.
5. Why there is no tab to cancel a booking?
- If the booking was made through a sales channel (e.g., Viator), you will need to cancel it directly through your account with that sales channel.
- Bookings made using a gift voucher cannot be cancelled, as any refund would need to be issued to the original buyer of the voucher rather than the person who redeemed it.
Important:
If you cancel a Viator booking after the event date has passed, in some rare cases, Viator may process it as a refund rather than a cancellation.
As a result, the booking status will not be updated automatically in Regiondo. In this case, contact our Support Team for assistance.
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