Affiliate Cancellation and Rebooking Rules
Last updated: December 29, 2020
Affiliates can rebook bookings in accordance with the criteria outlined below.
When can an affiliate cancel or rebook a booking?
Affiliate users can cancel or rebook bookings (including underpaid or overpaid bookings) when all of the following criteria are met:
- The user has the following permissions enabled: “Cancel or rebook bookings eligible by cancellation policy” AND “Create bookings”
- Note: For an Affiliate to be able to rebook they have to have this permission enabled in the Charter Dashboard Permission Group Settings
- The booking has only affiliate payments (bookings with non-affiliate payments, even if they’re refunded, are not eligible)
- The booking is eligible for cancellation according to the existing cancellation policy
- The booking is associated with the affiliate user’s company (including bookings made by partner companies that are tagged with the affiliate company)
What happens when an affiliate rebooks an eligible booking?
1. Affiliate payments are refunded on the original booking
When an affiliate user rebooks a booking, the original booking is cancelled (if it wasn’t already) and all existing affiliate payments on the original booking are refunded.
Affiliate payments will be refunded even when the cancellation policy disables refunding. This means there may be instances when the refund rules on a cancellation policy don’t apply to affiliate rebooking.
2. Payment is added to the new booking for the amount due
If the original booking was partially paid, paid in full, or overpaid, a payment is then added to the new booking for the amount due, resulting in the new booking being marked “paid in full” (this is because in most real-world cases, the affiliate will have taken payment for the new booking).
If the original booking was completely unpaid, then the new booking will also be unpaid.
3. Invoice amounts are calculated based on the invoice sheet
For all cancelled and refunded bookings, the invoice amount is still calculated based on the invoice sheet, regardless of whether the original booking was fully or partially paid.
View an example report here.
Additional notes
- Affiliates cannot see the cancellation policy when creating a booking. Similarly, cancellation notes will not be sent to customers who were booked by an affiliate. This is to avoid any discrepancies between the existing cancellation notes and the actual affiliate cancellation policy.
- If an API booking is cancelled, all refunds will go through the company the customer booked from, not the client.