How to manage, cancel and refund bookings

Everything about a booking lives on one page in the admin, and customers can look after the simple cases themselves with the reference and PIN from their confirmation email.

Find a booking

Bookings (/admin/bookings) opens on the All tab; Today, Tomorrow, Upcoming and Cancelled narrow it down. The filters cover Booking Status, Payment Status, Booking Source (direct or a specific agency) and a date range; click Apply Filters. Export CSV downloads the current list. New Booking lets you enter a phone or walk-in booking yourself.

The booking page

Click a booking to open it (/admin/bookings/edit/…). The header shows the reference and the actions:

• Change status: Pending, Confirmed, Accepted, Denied or Pending payment, with a Notify customer checkbox. Cancelling is not on this list on purpose; use Cancel so fees and refunds are handled.
• The email menu: Resend Confirmation, Send Reminder and a payment reminder.
• Download Voucher PDF (confirmed bookings only) and Print.
• Edit links for guest details, answers to booking questions, extras, pickup and the product or date, plus Add note for internal remarks.

Record a payment or a refund

The Payments & Balance card shows what was paid and what is outstanding.

• + Add Payment records money you received outside the website: cash on the day, a bank transfer, a card terminal. Pick the method, date, amount and a reference. This is how you mark an unpaid booking as paid.
• + Add Refund records a refund for the books only. It does not move money; refund the customer through your payment provider and log it here. For a refund tied to a cancellation, use Cancel instead.

Cancel and refund

1. Click Cancel on the booking page.
2. The Cancel Booking window applies the tour's cancellation policy to today's date and shows the Calculated Cancellation Fee and Refund Amount (or Non-Refundable Policy).
3. To be more generous, enter a lower Custom Cancellation Fee (Override). You cannot charge more than the policy allows.
4. Leave Send cancellation email to customer ticked and click Confirm Cancellation.

The seats go back on sale and the promo code, if any, is released. If the customer paid by card through Stripe, the refund is sent to Stripe as part of the cancellation and appears on the customer's card in a few days. If they paid with a gift card, the money goes back onto the card first. If Stripe rejects the refund, nothing is cancelled and the page tells you why; fix the issue in Stripe (for example an insufficient balance) and confirm again.

What customers can do themselves

Every confirmation email carries a booking Reference and a PIN. On your website, My Bookings (/my-booking) asks for both and opens the booking, where the customer can download the voucher, resend the confirmation and, for a confirmed booking, cancel it under the same policy and refund rules you see in the admin. Bookings cancelled this way appear under the Cancelled tab.