For a Cancellation, option besides "delete booking"?

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For a Cancellation, option besides "delete booking"?
February 9, 2015, by Steve Sasman

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As there are cancel fees and such associated with a booking that ends up canceling, is there a way to cancel a booking and open the calendar dates without deleting the entire record? Plus they may re-book later etc...

22 Responses:

John Amato, February 10, 2015:

Hi Steve - yes, go into the booking and click the "Convert to Booking Request" button. This will retain all the information, but it does not block the dates on the calendar.

BYOD, October 24, 2015:

Wish I had read that before I deleted the booking on my cancellation. How do I process a refund due to a cancellation?

John Amato, October 24, 2015:

Hi BYOD - how do you collect funds, are you using PayPal, Authorize.net?

BYOD, October 24, 2015:

I'm using Authorize.net. I was able to refund through the Authorize.net website, but in the future, it would be nice to do it from Bookerville. Thanks.

John Amato, October 24, 2015:

Agreed.

When you did the refund through Authorize.net, did it automatically create a refund record in the Booking Payments Made box in the Booking Details page?

BYOD, October 24, 2015:

I can't find a "Booking Details Page". I found a "Recent Payments Made" box on the "At a Glance" tab on dashboard, but that did not show the initial payment that the customer made, and does not show the refund. I did receive emails from Authorize.net that the initial payment was made, and then that the refund was given.

John Amato, October 24, 2015:

Oh, there are a few ways to get to the Booking Details page. You can simply find the booking on your Dashboard ==> Master Calendar, and click/tap right on it.

Or, enter all or part of the guest's name, or email address, into the search bar at the top of the Dashboard ==> Master Calendar.

(Let me know if you need help, Ok?)

BYOD, October 24, 2015:

Okay I found how to get there, but all information for that person was erased when I deleted the booking before doing the refund. Is there another record on Bookerville of that person having made and paid for a reservation and then getting a refund? In the future, how do I process a refund for a paid reservation through Bookerville?

John Amato, October 25, 2015:

Unfortunately, no - once deleted, all data for that booking is gone, except of course the guest information, that is retained.

In the future, just convert the booking into a Booking Request (link at the top of the Booking Details page). This will take it off your calendar, but retains all the data.

There is no way to process a refund within Bookerville (at least not at this time), but when you process the refund from Authorize.net, it should post a refund payment in the Booking Payments Made box in the Booking Details page, so that the accounting should be square. But this last part is fairly new, so that's why I'm asking people if they are seeing this work as expected. So please look for it on refunds, and report if this is not working properly.

Ethan Barde, January 18, 2016:

I did see a refund in one that I did but not any others, not sure why

John Amato, January 19, 2016:

Ethan how did you see it as a refund? Did it appear as a negative booking payment?

2624luisny, January 27, 2016:

Just a quick input here...
I also keep deleting my bookings when there's a cancellation...
Converting as booking request works but in my opinion is not correct... I like to see booking requests clean... And occasionally track cancellation numbers...

John Amato, January 28, 2016:

What if the Booking Request was marked specifically as a "Cancelled Booking" ?

resort realty, February 29, 2016:

HI John,

I am also having issues with the cancellations. It would be nice to have a "Cancelled Booking"

Tloveland, March 1, 2016:

I'd also like to see a cancellation option. I delete the reservation altogether but I would like it to show up somewhere as a cancellation and still retain the guests information. A feature request?

John Amato, March 2, 2016:

We can put a "Cancel Booking" link at the top. This would simply convert it to a Booking Request, but it would mark it as a Cancellation.

The next question is: where do you want to see these canceled bookings? They will appear by default on your Booking Requests page, and we can put some kind of selectable filter at the top to view only cancelled bookings. Does that sound like a reasonable solution?

resort realty, March 3, 2016:

That sounds like a good option. There also needs to be something to keep track the money. The cancellation fee's, money reimbursed to customer. Does bookerville allow you to reimburse a guest credit card through the system?

John Amato, March 3, 2016:

Not at this time no. Refunds must be done through your merchant account dashboard (or through PayPal), but the refunded payments will be sent to Bookerville and recorded in the booking.

What we need to do is update the reports to include not just bookings, but also Booking Requests that have any recorded payments in them, so that they are included in your totals.

Sound like a plan?

rkmaui.com, January 23, 2017:

Question and perhaps I am doing something incorrect.
When I cancel booking (at top right). It also deletes the "Booking Payments Received" column.
I need to retain that information to show funds received and full/partial refunds. I use Paypal and understand I will enter the refunds manually. I should also add that I did process the refund on the same thread as the original payment through Paypal and it DID NOT automatically record in the booking. Again perhaps I misunderstood the entry above on March 3.

Please let me know if I am missing a step or if the can be changed.
Thank you.

rkmaui.com, February 7, 2018:

John,
I am still searching for a way to show funds retained on a "canceled booking" in the system for reporting purposes.
1. I can cancel the booking and retain as a booking request.
2. I can manipulate the funds breakdown to show what I want, although it would be nice to have a row for "penalty" or "cancel fee"
3. I cannot get the retained funds to show up in any report and that is my biggest dilemma. How can that be fixed otherwise the reporting feature is incorrect?
Looking forward to your help -
Shelly

John Amato, February 7, 2018:

Hi Shelly, have you tried running the new(ish) report called "Cancelled Bookings" in the Dashboard >> Reports tab? Try that, tell us your thoughts...

Shervin Sharifi, April 15, 2018:

A trainee accidentally cancelled a booking and we attempted to run the report to pull the booking number , The report did not generate for me . The dates default to 2013.

M. Lou

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