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If a guest needs to cancel, and your cancellation policy offers a refund, you will need to process a refund.
- The guest contacts AusGo requesting a cancellation.
We will send you a system message requesting a cancellation, with a link to the booking. Click on the booking link, and perform step 2 below.
- The guest (or AusGo) contacts YOU requesting a cancellation. Perform the following steps:-
- Choose the 'Bookings' option from the menu.
- Filter the results by entering the Guest Name (just surname will do) or their Booking ID if they know it.
- When the booking appears, click the Booking ID link, and you will see a checkbox which says 'Process Refund'.
- Check this and two fields will appear. You need to enter the amounts to refund to the guest, and the amount you will retain as a penalty, in line with your cancellation policy. The total of these two amounts must add up to the 'Advertised Total'.
We will not take any commission from these transactions, so the total paid by the guest is divided up between you and them.
Once we receive the refund request, we will refund the guest their portion, you will be sent a system message informing you of this transaction.
At the end of the calendar month of the stay date, penalty amounts owed to you will be deposited in your account upon receipt of your invoice (see payments).
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