How to Cancel Bokun

To cancel a booking in Bókun, follow these steps:

Finding and Opening the Booking

• Navigate to the Sales Feed and locate the booking you want to cancel.
• Open the booking by clicking on its reference number.

Canceling the Booking

• On the right-hand side of the booking page, click the "Cancel booking" button.
• Add a note with the reason for the cancellation if desired.
• Decide whether to apply a cancellation policy to the cancellation or not.
• Click "Yes, cancel booking" to confirm the cancellation.

Processing Refunds

• If the customer is entitled to a refund, you can process it directly through Bókun if your payment provider supports refunds.
  • If supported, refund the customer through Bókun.
  • If not supported, process the refund in your payment provider account and log the refund in the booking.

Mass Cancellations

For multiple bookings, you can use the Mass Cancellation feature:

• Navigate to the Calendar and select the affected departure date.
• Open the pop-up modal for the departure.
• Click the "Departure Management" button.
• Untick the box for any bookings that will not be affected.
• Click "Select an action" and choose "Cancel the departure and issue refunds."
  • This action overrides the existing cancellation policy and closes the departure to new bookings.
• Tick the box to "Refund all selected bookings (if possible)."
• Enter an internal cancellation note if needed.
• Select an email template or create a new one to notify customers.
• Click "Preview and send" and then "Send email to customer."

Traveler Self-Service Cancellation

If you have enabled traveler self-service cancellation:

• Travelers can cancel their bookings through a link provided in their confirmation email.
• They click the "Manage my booking" button, then "Cancel reservation," and follow the prompts to cancel.
• The system will automatically process the refund according to the cancellation policy.

Additional Notes

• Ensure that the payment provider supports refunds for automatic processing.
• For bookings not eligible for automatic refunds (e.g., manual payments, cash payments), process the refund manually and log it in the booking.
• Cancellation policies can be set and managed under Products > Refunds and Cancellations.