Resolve cancelled bookings that remain in the Cancellations list. Start by establishing how much money was received, how much was refunded and who should receive or cover any amount remaining.
Check the financial outcome before clearing the booking
A cancellation can leave a refund, retained income or a processing-fee difference to resolve. A booking credit changes the booking’s balance; it does not receive money or send a refund.
On this page: Review the booking · Choose the correct case · Complete the records · Handle a fee difference · Common questions
1. Review the booking
- Open Cancellations and expand the booking using +. You can also find it by booking number.
- Compare the Statement with the actual bank or provider records. Identify the receipts and refunds, including their bank-confirmation status.
- Use the Payment Record to check accommodation, guest charges and any cancellation adjustment. Review Fees to see what will be retained.
- Agree who is entitled to any retained amount and who will cover any shortfall. Resolve missing, duplicate or misallocated entries before release.
2. Choose the correct case
| What happened | What to establish |
|---|---|
| Fully refunded | The actual amount refunded matches the receipt, with no income to retain. Check that remaining charges and adjustments reflect that outcome. |
| Partially refunded or no refund | Identify the retained amount and its correct allocation between owner and property manager. Check the applicable cancellation fees and fee setup. |
| Refund exceeds the net receipt | Compare the provider’s gross payment, fees, net settlement and refund. Establish the reason for the difference and who is to cover it. |
Compare the recorded receipt and refund before deciding how to finalise the cancellation.
3. Complete the cancellation records
- Review any charges that should be reversed. If the booking still needs its financial cancellation processed, use Cancel and review the cancellation amounts before Save. Do not add another refund entry for money already recorded.
- Check the remaining booking balance. If an adjustment is required, establish its reason, transaction type, amount and allocation before saving. Ask support if you cannot explain the difference.
- Choose the correct ledger. Retained income for the owner normally remains with the property. Use your organisation’s Cancellation account only when that is the agreed destination for this cancellation.
- Transfer only where appropriate. Select Transfer, choose the approved Cancellation account under Transfer Details and save. Check the resulting property/account before proceeding.
- Release when ready. Check the receipts/refunds are properly confirmed, the charges and allocations are correct, and no release warning remains. Select Release when available and confirm that the booking is no longer awaiting cancellation review.
Use the Cancellation account only when it is the agreed ledger for the remaining amount.
For a partial refund, review the resulting property Booking Report as well as the booking’s Fees. Release makes the retained amount available for disbursement; it does not itself make a bank payment.
If a payment-provider fee creates a shortfall
A provider may deduct its fee before settling the receipt, while the refund is based on a different amount. Use the provider statement and bank records to establish the actual difference; do not assume every refund shortfall is a processing fee.
- Owner covers the difference: confirm the agreed charge and check its effect on the property’s next Booking Report before release.
- Property manager covers the difference: use the approved cancellation/manager-ledger treatment. Confirm the ledger and how the shortfall will be funded before release.
Saving an adjustment creates a record
Opening the balance amount and saving the transaction screen is not a harmless refresh. Do not use it as a general way to erase an unexplained difference, or change a reconciled refund to make the totals agree.
Common questions
The totals match. Why does Release still show a warning?
Check the components as well as the total. Accommodation refunds, guest-charge refunds and vouchers must be allocated correctly, and the relevant financial transactions must be confirmed.
Should I delete an unconfirmed refund?
First check whether it represents a real refund, a refund still to be paid or an incorrect duplicate. Being unconfirmed alone does not establish that it is wrong. Ask support if the actual event or correction is unclear.
Need help? Give support the booking reference, actual receipt/refund details, remaining balance, proposed allocation and any release warning.