How to Cancel a Booking in RBE

Owned by support_howto
Last updated: 24 Sept, 2024
3 min read

Overview

There are a couple of different scenarios for the Reservations Team to be aware of when attempting to cancel a booking in the RBE admin portal. The Payment Status of the booking will determine the approach to follow to successfully cancel the booking. On certain occasions, the Payment Method/Type is crucial before cancellation can proceed.

Instructions

Cancel booking refunding payment

The instructions below provide insight into how to cancel a booking in the RBE portal when you need to refund the customer

  1. From Bookings tab, enter the “Booking No” in the search field, press Enter.

  2. Click on the pencil icon to open the booking.

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If the bookings have a payment status of “Partially Paid” or “Paid”, cancelling the booking will trigger the below pop-up message.

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  1. The payment has to be first zeroed out before RBE allows the cancellation request for the booking.

  2. If the payment requires a refund, please follow the Refund Process before cancelling.

  3. For all other payment types that can be deleted (see below), please continue on with the cancellation process below.

    • Cash

    • Cheque

    • POB > On Account

    • Agent > On Account

    • Reservation > On Account

    • Reservation > Traveller’s Cheque

    • Outside Operator > On Account

    • Second Agent > On Account

  4. Navigate (scroll down) to the “Payment Details” section of the booking.

  5. Click on the payment line to open the payment.

  6. Click on the “Delete” button. RBE will trigger a pop-up message for staff to “Confirm” the request before completely deleting the payment.

  7. The payment status is will be updated to “Unpaid”.

  1. Click on the “Cancel Booking” button.

  2. Ensure that both “Agent Reference” and “Cancel Reason” fields are filled out.

Note that both are mandatory fields.

  1. Click Confirm. The “Booking Status” will now be updated to “Cancelled”.

Once a booking is cancelled, it can no longer be un-cancelled in RBE. If you require further assistance regarding un-cancelling a booking, please contact the ResPax Service Desk.

Cancel booking with no refund

In certain situations, you might need to cancel the booking without issuing a refund to the customer. If so, follow these steps:

  1. Access the booking and enable the toggle switch labeled ‘Unconfirmed’ for the ticket line. If there are multiple ticket lines, make sure all of them are unconfirmed.

  2. Select the Save and Proceed Button

Note:

  • The Booking will remain confirmed however the ticket line and all package components and extras will be set as draft to free up availability.

  • The financial reports will still show the payment as collected because the booking remains confirmed.