Let's take the following example. A couple makes a booking for 2 people. The trip costs $1,000 with a deposit of $200. They book the trip and pay a $400 deposit.

Unfortunately, only one of the two can come and you need to cancel and refund one person. Here is how:

  1. Cancel one participant 

Go to "Manage Trip" and press on "Cancel" next to the booking for these two people

On the next screen, select which of the two participants you want to cancel. You see their personal information to select one of the two:

Press "Continue" and you can now choose what to do with the funds of the canceled participant. You can either:

  1. Keep the paid amount (non-refundable deposit) - just enter the dollar amount you wish to keep. Please also choose this option if you wish to refund the payment to the customer immediately.
  2. Apply the paid amount to balance due of the other person, reducing their outstanding balance due. Please choose this option if the deposit is refundable but the client would like the funds to be applied towards the other person's balance.

Press "Confirm Cancellation" and you have now removed one of the two participants from the trip.

Please note that this does not yet issue a refund, which is the second step:

2. Refund one deposit

Click on "Refund" next to the participant's name.

Next, click on "Partial Refund". 

Then, enter the amount (in our example $200) and click on "Refund". An automatic email will be sent to you and to the participant confirming the refund. Please note that once issued, a refund cannot be canceled nor reversed.

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