How to Waive a Cancellation Fee

Learn the invoice mechanics behind removing a cancellation fee from a reservation to then refund or keep as credit.

1. Remove the Cancellation Fee

Click the green dots next to the charge you wish to edit.

Then change the value of the cancellation fee in the highlighted box and click Save.

2. Refund the Overpayment

The invoice is overpaid now that we have removed charges on the invoice. The overpayment indicated by the negative balance and purple color can be refunded by clicking the Refund button.

Select User Credit as the refund method to combine these funds with the rest of the refund that is due back to the guest. Click continue to finished processing the refund.

3. Refund the Guest

The cancelled invoice is now balanced and the total paid by the guest is in their User Credit account to be refunded to their original form of payment.

Click on the Guest from the reservation summary to access the guest overview.

Then click Refund from the Guest Overview page.

Select the refund method you wish to process to the guest. Click continue to finalize the refund.

Success! A full refund was processed back to the guest.

Alternative Method: Refund First

This method can be used anytime you are issuing a full refund of all payments made by the guest.

1. Refund the Guest

First look at the Payments section of the invoice and note the total payment amount. This should be the amount we will refund back to the guest and should reflect the total amount of money the guest has actually paid. 

Then, click the Refund while the reservation is still in Confirmed status.

Now, enter the total payment amount in the Other Amount box and select the refund method you wish the refund the guest. Click continue to process the refund.

2. Cancel the Reservation

Now the invoice should show an outstanding balance because we just refunded all the payments back to the guest but we have not voided the charges on the invoice. Cancelling the reservation will automatically void all the reservation charges and remove the block from the grid.

To cancel click the Reservation tab... 

...and then click the More button.

After confirming the cancellation, the reservation is now cancelled and balanced at zero.