Overview

Article Available in Video The information in this article is available in video and with additional details below.

 

00:00: This guide will walk you through the process of assigning or creating cancellation policies in Inventory Products. 00:07: Cancellation Policies can be added to all Products you create in Inventory. 00:12: On any Inventory Product that you have open in draft, access the Cancellation Policies tab. 00:18: If your TripBuilder admin created predefined cancellation policies in the settings of TripBuilder, you can use this field to search for them. Start typing the name, and the matching Cancellation policies will show. 00:31: As you can see, our Admin as set a "Medium Cancellation Policy" that we can choose for this product. 00:37: If you need to remove the selected policy, click on Remove Policy. 00:42: Save the changes, by clicking on Save, and don't forget to Publish this product to reflect the changes on the frontend. 00:49: The Cancellation Policies that you can select in Inventory Products are defined beforehand in the Settings of TripBuilder, by your Admin. 00:57: Please be aware that If your admin hasn't set any cancellation policies in the Settings, you will not see the Cancellation Policies tab in your inventory products. 01:07: Cancellation Policies created in the Settings also have options to configure a processing fee for the cancelation, and integrations with external partners. 01:16: Going back to our Product in Inventory, you also have the option to create a Custom Policy instead of using one of the predefined by your TripBuilder Admin. To do so, click on Add Custom Policy. 01:29: If you want, define a minimum fee for the cancelation. 01:33: This policies work with rule sets, in increasing the number of days until the departure date. 01:39: The first rule always needs to start with 0, that represents the date in which the trip starts. 01:45: On the end value, you can define any other day. For example, adding the number 2 means that for cancellations within 2 days you can give a percentage of the total value of the Product. 01:56: Lastly, define the percentage of the total value that needs to be payed, if this component is cancelled in the date range that you created. 02:04: You can add as many rules as you need to. Click on Add Rule to do so. 02:09: When you finish setting up the rules, leave the "end" box unfilled. This will indicate that from the x-days before the trip, until the current date, the percentage you applied to this cancellation is in vigor. 02:21: Let's see the example we just created, for this Accommodation in our Inventory. 02:26: Imagine that we book this Accommodation from 20 of August, until 28 of August. 02:32: According to the rules we defined, if we cancel this booking between 18 and 20 of August, we need to pay the full, 100% price as a cancelation policy. 02:43: If we cancel this booking between 14 and 17 of August, we need to pay the half the total price as a cancelation policy. 02:51: At last, if we cancel this booking in any day, before the 13 of August, we don't need to pay nothing. It's a free cancellation policy. 03:01: As a final note, if you are creating a Policy for Flights, you have the option to use the TTL as the start date, instead of the Itinerary start date. This allows the calculation of dynamic cancellation policies for flights combined with ground service static cancellation conditions. 03:19: Save the changes. 03:21: And open the action menu to publish your product. 03:24: click on Express Publish, and your product is now visible in the frontend. 03:29: On the frontend, Cancellation Policies can be seen by users in the Checkout page. 03:35: Keep in mind that even if you define a custom policy for a certain inventory Product, the cancelation Policy set as standard for a type of Inventory product can overwrite the custom policy you created in that product. This can be changed in the Settings by an Admin user. 03:51: We hope you found this video helpful. Don't forget to check our dedicated knowledge base article dedicated to this subject.

 

There are two settings that govern how and on what level cancellation policies can be managed and are displayed.

1. Package Cancellation Policies

2. Product Cancellation Policies

These settings follow some important principles:

1. If Package Cancellation Policies are enabled, cancellation policies can be assigned to itinerary templates and package cancellation policies will be visible on the planner and in the checkout.

2. If Product Cancellation Policies are enabled, then the behaviour depends on whether Package Cancellation Policies are enabled as well:

   • If not, then product cancellation policies will be visible on the planner and in the checkout

   • If so, product cancellation policies will be visible on the planner and in the checkout only for the defined user group. 

Both these settings are configured per distribution channel, in Settings.

• Go to Settings
• Click on Distribution Channels
• Click on your TripBuilder ID
• Scroll down on the General tab to Product 

 

When Package Cancellation Policies are enabled, a default policy can be selected:

• This policy is assigned to a new itinerary if no specific policy has been assigned to the itinerary template that the itinerary is instantiated from.

 

When Product Cancellation Policies are enabled, it can be defined for which user group they should be shown:

 

 

• If enabled, policies will be visible on the planner and in the checkout unless package cancellation policies are enabled as well. With the "always show to" option, it is possible to show product cancellation policies to specific user groups even if package cancellation policies are in use (e.g., to enable employees or sales agents to avoid non-refundable options during the sales process).

 

 

How Are the Settings Applied in Cockpit?

Cancellation Policies Management

If at least one DC has at least one of the two settings “Package Cancellation Policies” or “Product Cancellation Policies” enabled, then an item “Cancellation Policies & Processing Fees” appears in the “Pricing” section of the Cockpit Settings on the left-hand side: 

 

Clicking on this item opens the cancellation policies management:

Learn more about how to set different cancellation policies here. 

 

Accommodation Search Filters

If the DC has the setting “Product Cancellation Policies” enabled, then the “Cancellation Policy” accommodation search filter can be enabled in Settings.

• Go to Settings
• Click on Distribution Channels
• Click on your TripBuilder ID
• Scroll down on the Planner tab to Accommodations

 

Managing Cancellation Policies on Inventory Products

If at least one DC has the setting “Product Cancellation Policies” enabled, then a tab “Cancellation Policies” appears in the detail view of an inventory product:

Here an existing policy can be selected or a custom policy can be entered.

 

Managing Template Cancellation Policy on Activity Products

Activity products can have an additional cancellation policy configured on the “Miscellaneous” tab if at least one DC has the setting “Package Cancellation Policies” enabled and the supplier setting “Enable Setting Cancellation Policy on Activities” is enabled:

This policy is exclusively used for the blueprint feature. When an itinerary template is generated from this activity, this policy is set on the resulting template.

This policy is not used to calculate cancellation fees for the activity product it is configured on.

 

Managing Cancellation Policies on Itinerary and Module Templates

If at least one DC has the setting “Package Cancellation Policies” enabled, then a tab “Cancellation Policies” appears in the detail view of an itinerary or module template:

(the above view is of an itinerary template; it is virtually the same for a module template)

Here an existing policy can be selected or a custom policy can be entered.

 

Itinerary Cancellation Policy

If at least one DC has the setting “Package Cancellation Policies” enabled, then an itinerary’s cancellation policy can be managed on the Overview page of that itinerary in Customer Care:

 

Cancelling Individual Components

If at least one DC has at least one of the two settings “Package Cancellation Policies” or “Product Cancellation Policies” enabled, then it is possible to cancel an individual component from the Customer Care Components overview, providing the component itself can be cancelled:

 

How are the Settings Applied During Itinerary Instantiation?

Default Cancellation Policy

If the DC has “Package Cancellation Policies” enabled, then the default cancellation policy is determined as follows:

1. If the DC has a default cancellation policy configured under Settings / General / Product /  Cancellation Policies, then this policy is used. 

2. Else, if the tour operator has a default cancellation policy configured under Settings / Cancellation Policies & Processing Fees, then this policy is used. 

3. Else, no policy is used. 

Itinerary Instantiation

During itinerary instantiation, the itinerary’s cancellation policy is determined as follows:

1. If the itinerary template has a cancellation policy configured, that policy is used. 

2. Else, the default policy (see above) is used. 

 

How are the Settings Applied on Planner?

Cancellation Info and Filter for Accommodation Offers

Cancellation info in the hotel overview:

Cancellation filter in the overview on the left-hand side:

Cancellation info in the hotel detail view:

The cancellation info and the filter are displayed in the following cases:

1. “Package Cancellation Policies” is disabled and “Product Cancellation Policies” is enabled

2. “Package Cancellation Policies” and “Product Cancellation Policies” are both enabled and the logged-in user has the Tour Operator role.

In all other cases, the information and the filter are not displayed.

 

Cancellation Info and Filter for Activity Offers

Cancellation info in the activity overview:

Cancellation filter in the overview on the left-hand side:

Cancellation info in the activity detail view:

The cancellation info and the filter are displayed in the following cases:

1. “Package Cancellation Policies” is disabled and “Product Cancellation Policies” is enabled

2. “Package Cancellation Policies” and “Product Cancellation Policies” are both enabled and the logged-in user has the Tour Operator role.

In all other cases, the information and the filter are not displayed.

 

Cancellation Info for Rental Car Offers

Cancellation info in the rental car overview:

Cancellation info in the rental car detail view:

The cancellation info is displayed in the following cases:

1. “Package Cancellation Policies” is disabled and “Product Cancellation Policies” is enabled

2. “Package Cancellation Policies” and “Product Cancellation Policies” are both enabled and the logged-in user has the Tour Operator role.

In all other cases, the information is not displayed.

 

Cancellation Info for Transfer Offers

Cancellation info in the transfer/shuttle overview:

Cancellation info in the transfer/shuttle detail view:

The cancellation info is displayed in the following cases:

1. “Package Cancellation Policies” is disabled and “Product Cancellation Policies” is enabled

2. “Package Cancellation Policies” and “Product Cancellation Policies” are both enabled and the logged-in user has the Tour Operator role.

In all other cases, the information is not displayed.

 

How Are the Settings Applied in Checkout?

Checkout Menu

The checkout menu on the right-hand side contains a “Cancellation Fees” link if:

1. The itinerary has a cancellation policy and the DC has the setting “Package Cancellation Policies” enabled, or

2. The itinerary has no cancellation policy and the DC has the setting “Product Cancellation Policies” enabled and the itinerary has at least one component with cancellation info.

The link opens a modal that displays cancellation info. What info is displayed, depends on the conditions above.

 

Package Cancellation Fees

In case of condition 1 above is satisfied, the modal shows the info from the itinerary cancellation policy:

 

Product Cancellation Fees

In case of condition 1 above is not satisfied, but condition 2 is satisfied, the modal shows the product cancellation info:

 

How Are the Settings Applied on the Travel Documentation?

Package Cancellation Fees

Package Cancellation Fees will display on the Travel Documentation if: 

1. The itinerary has a cancellation policy and
2. The Distribution Channels settings for “Package Cancellation Policies” and "Show Cancellations Policies" on the Travel Documentation are enabled. 

If the two conditions above are both true, then in the Travel Documentation, the Package Cancellation Policies will show:

Product Cancellation Fees

The display of the Product Cancellation Fees in the Travel Documentation it's currently not supported.