Manual Refunds

When a customer cancels a hotel, car rental or ground transport booking, no refund file arrives from the booking system. You create the credit yourself, directly from the posted invoice, using Create Manual Refund.

Creating a Refund

1. Open the posted sales invoice that contains the booking you need to credit.
2. In the invoice lines, select the line or lines you want to refund. You can select several at once.
3. Choose Create Manual Refund on the line actions.
4. Confirm the number of lines when you are asked.
5. A new sales credit memo is created and opens automatically.
6. Check the credit memo, adjust it if needed, and post it as usual.

You get a message with the credit memo number when it has been created.

What Ends Up on the Credit Memo

• The booking line is credited back to the customer.
• The matching service fee is added automatically -- you do not select the fee line yourself. The fee is charged, not refunded, so the agency keeps the fee for the work done.
• Customer, booking reference, salesperson, payment details and the reference fields (department, cost center, project, and so on) are copied from the original invoice.
• The credit memo points back to the invoice it came from, so the two documents can always be traced to each other.

If the customer pays by corporate card, the credit memo is picked up by the card settlement together with invoices. See Credit Card Settlements.

What Cannot Be Refunded This Way

The system stops you and shows a message when:

Situation	Why
A flight line is selected	Flight refunds arrive as a refund file from the booking system. Do not credit them by hand.
A confirmation line is selected	The customer paid the vendor directly, so there is nothing for you to credit.
The line was already refunded	The message names the credit memo that already covers it.
The invoice is not a booking invoice	Manual refunds can only be created from ordinary booking invoices, not from voids, exchanges or earlier refunds.
Only service fee lines are selected	Fees are not refundable on their own -- select the booking line instead.

Service fee lines and lines that did not come from a booking import are simply skipped if you happen to include them in your selection. You get a message telling you how many lines were skipped.

Tips

• Select the booking line, not the fee line. The fee follows automatically.
• If you get "No AIR booking lines found in selection", you only picked fee lines or non-booking lines. Select the booking line and try again.
• Refund one invoice at a time -- the credit memo is always built from a single posted invoice.