1. Notification of cancellation
Cancellation can be initiated by the client, organizer or moderator, depending on the booking status, departure time and reason. On MVP, paid bookings requiring reimbursement are directed to manual moderator support.
MVP process
Cancellations and refunds
Minimum, readable process of handling cancellations, complaints, cancellations and manual moderator intervention.
2. Verification of the terms of the tender
The moderator should see the event's date, payment date, amount, contract document, organizer's data, payout status and operational notes. The final amount of the refund depends on the policy of the offer, contract and provisions.
3. cancellation of departure by the organiser
If the organiser cancels the departure, the bookings should be marked for manual service, the organiser's payout should be suspended and the customer should receive clear information about the decision and the expected return.
4. Decyzja operacyjna moderatora
Moderator means case as service, closed, requiring contact or requiring return. Every decision should leave a note, author, change time and status history.
5. Refund
Until integration with the real payment operator, the return is a manual process outside the sandbox. After integration, the operator should operate full and partial refunds and the system should record the refund reference.
6. Informacja dla stron
The customer and the organiser should be given clear information on the status of cancellation, decision, amount of return, time of implementation, influence on the organiser's payout and further steps.