A cancellation fee is deducted from the customer’s original payment, which may result in a partial refund—or no refund at all if the fee matches or exceeds the total amount paid. The outcome depends on your cancellation policy. You can manage, update, and apply these fees directly from the original transaction within your TRYTN account. This article covers the following topics:

Edit an Existing Purchase

Charge a Cancellation Fee

A cancellation fee can be added to an existing booking by navigating to the Transaction Details page. As there are a few options for getting to this information, instructions for each option are detailed in the steps below.

STEP 1: Find the Transaction Details Page

While logged in to your TRYTN account, navigate to the Transactions - Details page via your preferred path: Option 1) Transactions, Option 2) Dashboard, or Option 3) Check In.

OPTION 1: Via Transactions

Select Transactions from the main website navigation.

Enter your search parameters to locate the transaction of interest and click on the associated blue Actions menu, followed by Details. Then move to STEP 2.

OPTION 2: Via Dashboard

Select Dashboard from the main website navigation.
Use the calendar to locate and click on the booking you're looking for.

Under the Actions header in the table, click on the Details button for the transaction of interest. Then move to STEP 2.

OPTION 3: Via Check In

Select Check In from the main website navigation.
Enter your search parameters to find and click on the booking you need.

From the Manifest page, locate the transaction of interest and click on the associated blue Actions menu, followed by Details. Then move to STEP 2.

STEP 2: Activate Refund Mode

Once on the Transactions - Details page for the purchase of interest, click the blue Actions menu and select Refund Options.

Select Refund Full Transaction
Select Refund with Default Cancellation Fees. This means your customer will receive a partial refund of their payment, as the cancellation fee will be deducted from the refunded amount. The "default" fee refers to the predetermined amount or percentage set by the service provider’s cancellation policy, which is detailed in the product description and confirmation email sent upon booking. (ie: If a customer paid $100 and the default cancellation fee is 5%, they would not receive the 5% back upon cancellation.)

Screenshot_2022-12-30_at_11.10.10_AM.png

Select Refund with Custom Cancellation Fees. This means your customer will receive a partial refund of their payment, with a custom cancellation fee deducted from the refunded amount. The "custom" fee refers to a specific amount or percentage determined by the service provider at the time of cancellation, which may differ from the default policy and is detailed in the product description and confirmation email sent upon booking.

You can adjust the cancellation fee amount if needed (see details below). After making your changes, be sure to select ‘Review and Check Out’ to finalize the refund.

STEP 3: Review & Process the Transaction

On the Review screen, the total refund amount will be indicated (minus any cancellation fees). You will be required to check a box to acknowledge the refund prior to saving changes. To notify customers of the changes to the transaction, you'll also need to select the checkbox labeled Send Confirmation Emails.

When you have reviewed all updates, click the green Finish button to save the transaction. If the Send Confirmation Emails checkbox has been selected, the customer will receive an automatic email at this time.