How to Cancel a Booking from your Holiday Programme Activity Type

HOW TO CANCEL A BOOKING FOR A CUSTOMER WHO HAS NOT YET PAID

1. Go to the Bookings tab.

2. Click on the action cog on the row of the customer's name.

3. Select cancel booking.

4. Click "OK" to confirm the Cancellation.

5. The booking will be removed, and unpaid invoices will be voided.

HOW TO CANCEL A BOOKING FOR A CUSTOMER WHO HAS PAID

1. Go to the Bookings tab.

2. Click on the action cog on the row of the customer's name.

3. Select edit booking.

4. Unselect all of the ticked sessions in the booking.

5. Click the "Save and Create Pending Adjustments" button.

6. In the notification box, click "Convert pending adjustments to draft credit notes".

7. Click "credit note" to view the draft credit note.

8. Near the search bar, click "Approve Credit Note".

Once your credit note has been approved, you can choose to allocate the credits to another invoice, or refund the customer.

TO ALLOCATE CREDIT TO AN INVOICE

1. Click "Allocate to Invoice" button.

2. Split the credit between invoices as necessary.

3. Click the "Allocate Credit" button.

REFUNDING THE CASH TO THE CUSTOMER CAN BE PROCESSED IN TWO WAYS

HOW TO PROCESS A BANK TRANSFER REFUND:

Transfer the refund to your customer, then:

1. On the credit note, click +More.

2. Select Refund.

3. Enter the refund details e.g. payment methods.

4. Click Create Refund.

HOW TO PROCESS A STRIPE CREDIT CARD REFUND:

For a CC refund, you need to contact the Enrolmy Support team as follows:

1. On the top right corner of the page, click on the question mark icon.

2. Select "Go to Enrolmy Knowledge Base".

3. Click the "Contact Enrolmy Support" button on the top of the page.

4. Enter the required details.

5. In the Description, section include the following information:

   • Customer's full name.

   • Credit note number.

   • Refund amount.

6. Send this through to the Enrolmy Team and we will refund the amount to the customer's credit card and mark the Credit Note as "Paid".

 

HOW TO PROCESS A STRIPE CREDIT CARD MASS REFUND

1. Follow the above steps to cancel bookings and create credit notes.

2. Calculate the total refund amount of all the credit notes.

3. Transfer the total amount to an Enrolmy bank account as follows.

   • If you are a NZ Enrolmy Provider :
     
     

     

   • If you are a UK Enrolmy Provider :
     
     

     

     
     
     

   • If you are an Australian Enrolmy Provider:
     

     

4. Contact Enrolmy with evidence of bank transfer.

   • This can be a screenshot or pdf download which must include the date and time of the transfer, your organisation name, and the total dollar amount transferred.

5. Enrolmy will then let you know once the credit card refunds have been processed back to the customer.

   • Please note that it may take up to 10 days from the date of transfer for customers to receive the payment.