Overview
There is no method to cancel a Gift Certificate directly. Reservation Staff must redeem the gift certificate into a Booking, then refund the credit card transaction from the RBE Booking, then cancel the Booking. The refund goes back to the original purchaser of the gift - it DOES NOT go to the recipient.
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’ 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”.
Tip: If the purchaser cannot find 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.
Option B: If a Gift Certificate has been purchased and redeemed and needs to be cancelled: In RBE, staff can locate the confirmed booking number (as the gift has been redeemed and is now a 'confirmed booking). Open the confirmed booking to retrieve the Gift Code or follow the steps from Option A above.
Instructions
Once the Gift Code has been retrieved reservation staff will need to create a New Booking
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.
Scroll down the booking form and click on the Payment line that needs to be refunded:
This is the original purchaser's payment that is now linked to the redeemed gift
Refund the Original Payment
Click on the Cancel button and enter the Agent reference and Cancel reason
Note
When there is no payment value associated to the booking, it can then be cancelled
