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Option A: If a Gift Certificate has been purchased but not yet redeemed and needs to be cancelled: In RBE, staff will need to ask the Purchaser for the Gift Code that was sent to the Recipient as they will need this to process the refund.
Note: When a Gift is purchased but not redeemed it is NOT recognised as a ‘booking’ in RBE so it cannot be found in the bookings tab in RBE. You will only be able to view the purchased Gift from the Gift Certificates Tab and you will see the status of the Gift as “Issued”.
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Staff will need to ask the Purchaser for the Gift Code that was sent to the Recipient as they will need this to process the refund. If the purchaser cannot find retrieve the gift code, reservation staff can find the code by previewing the SENT email from the Comms Log. To learn how to navigate the Comms Log click here.
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Option B: If a Gift Certificate has been purchased and redeemed and needs to be cancelled: In RBE, staff can locate Staff can search for the confirmed booking number (as the gift has been redeemed ‘redeemed’ and is now a ' confirmed booking). Open the confirmed booking to retrieve the Gift Codeor follow the steps from Option A above..
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Instructions
Once Regardless whether the Gift was Redeemed or Not, once the Gift Code has been retrieved reservation staff will need to create a New Booking to begin the refund process.
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Enter the gift code into the Gift Reference field and then select the Save Button. This will load all the details in the booking including the payment line.
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