Auto Ticket Refund

This lessons steps through the appropriate workflow to perform a eticket refund using the Auto Ticket Refund Tool.

Retrieve original booking file

This is an optional step

Search for and retrieve the original booking file containing the ETicket to be refunded

Launch the Auto Ticket Refund Tool

Using the appropriate toolbar icon, launch the Auto Ticket Refund Tool

Select or enter the eticket number

If the Auto Ticket Refund tool was launched from within a Booking File, select the appropriate ticket number from the drop down list. If no ticket numbers are populated, the user must provide the original ticket number to be refunded. The ticket number must include the Airline Ticket Code and the Ticket Number itself - the check digit is not required as this is automatically calculated

Once the ticket number has been selected/entered, click Start to proceed

Enter Refund Details

Whenever possible, the Auto Ticket Refund Tool will populate appropriate data from the ETicket record. In the above example, the Credit Amount Paid and Total Tax Amt Paid have both been populated for the user. At all times, the Taxes list will be auto populated with the taxes that were applicable to the ETicket number

1. CASH Amount:
If a payment was made by Cash, ensure the amount Paid is correct and enter the amount that has already been used by the customer. If this is a full refund you must enter 0.00 into the Used field

2. CREDIT Amount:
If a payment was made on a Credit Card, ensure the amount Paid is correct and enter the amount that has already been used by the customer. If this is a full refund you must enter 0.00 into the Used field

NB. If the relevant Cash or Credit Paid amounts have not been populated, the user must provide these details manually. At any time during the refund process, the user is able to view the original Ticket Details but selecting the Ticket Details tab

3. Taxes and Charges:
The user must ensure that the correct value is shown/entered for the Total Tax Amt Paid on the original ticket. If any cancellation charge is being levied (by either the Vendor or the Travel Agency) the total amount of charges must be entered into the Cancellation Charge field. If any part of the cancellation charge is commissionable back to the Travel Agency, the appropriate amount can be entered into the Commission Charge field. The user my also indicate if the Commission Charge amount is a Percentage (%) of the Cancellation Charge or a flat Commission Amount.

4. Taxes to be refunded:
From the list of taxes, the user must indicate which taxes are to be refunded. This is done by simply ticking the appropriate boxes next to the relevant tax code and amount.

If you are partially refunding a tax amount, use the mouse to double click on the listed Amount and type in the new Value.

5. Taxes Not Listed:
To add refundable taxes that are not listed, enter the new Tax Amount and Code (in 40.00GB format) and click the + button.

6. PFC to be refunded:
If any PFC values are to be refunded, they must be entered into the appropriate fields. Generally the PFC amounts will be picked up from the original ticket, however users must verify that all PFC amounts to be refunded are listed.

7. Once all the above details have been selected/entered, click the Calculate button to proceed

Viewing the Ticket Details

At any stage during the Refund process, the user is able to view a copy of the ETicket Record by selecting the Ticket Details tab

Verification of calculated amounts

Once the refund calculations have been completed, the values are displayed in the Refund Amounts section. These amounts must be verified by the user before issuing the Refund Notice. If the refund is showing a Credit Refund due, the user must type in the value into the Credit Card Refund Amt field

NB. If the user is not happy with the refund amounts calculated, they can adjust the values entered in the previous step and click Calculate to refresh the values. If the values are still not appropriate, the user should close the Auto Ticket Refund Tool and perform an Ignore/Retrieve entry in the booking file so as to stop the Refund procedure

If an Airline Authorisation Code was obtained, this can be entered into the Airline Auth Code field.

Once the user has verified all values and fields, clicking the Confirm button will issue the refund notice

Success prompt

Once the refund has been processed and issue, the Auto Ticket Refund Tool will display a confirmation prompt detailing the values refunded

Verification of ticket refund

Once the refund has been completed, to verify the status of the ETicket, display the Ticket Record. As can be seen in the above example, the coupons now have a status of RFND

Verification of refund using HMPR

Displaying the HMPR (all records) shows that the refund has indeed been processed and posted to the Print Record.

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