Unable to delete or refund a payment on a group order after the group has checked in

Users need to remove or change payments on a group sales reservation after it has been checked in.  Currently, the payment cannot be refunded or removed after the group has been checked in and the order is marked as Completed. 
Once a group has been checked in, you can modify the order by adjusting the number of visitors on the itinerary. To maintain an audit trail and correct the group for now, please see the alternative solution below:

If you need to increase or decrease the balance due on the itinerary:
  1. Go to Sales > Reservation search and select the reservation
  2. Under Manage Itineraries, click the hyper linked itinerary name
  3. Click Edit itinerary
  4. Adjust the visitor count to reduce the price. You can also change the visitor type to a free price type if you need to reduce the balance to $0. 
  5. Click Save
  6. If you decreased the balance, you will now see the option to Refund or Keep overage on the Group Sales Reservation. If you increased the balance, you should see a balance due. 
If the group overpaid, you need to refund part of the order and adjusting the itinerary does not change the price:
  1. Go to Sales > Reservation search and select the reservation
  2. Go to the Documentation tab 
  3. Click Add > Note
  4. Select an existing Type or create a new one, such as “Refund,” and give it a Title, such as “Cash Refund”
  5. In the Description, provide details about the refund (ex. Two children had to leave early and we are refunding the two children)
  6. Click Save
  7. Highlight the note, and click “Notification”
  8. Check the box that says “Display in notification window,” and click Save
  9. Refund the customer with a check or cash, and create a journal entry in your Financial software to account for the refund (debit your revenue and credit cash/check)
Each time the reservation is selected, a notification window will pop up indicating that the group has been refunded part of their order.

If the group underpaid, you need to adjust the group so the balance of the order is $0, and you are unable to adjust the number of visitors: 
  1. Add a payment method of "Credit" or "Gift certificate"
    1. Go to Administration > Code tables > Other Payment Method Type under the Revenue category of code tables)
  2. Enable the payment method for Group Sales
    1. Go to Tickets > Sales methods > Group Sales > Payment Methods tab, click Add and add the method
  3. Go to Sales > Reservation search > Select the reservation
  4. On the Payments tab, click Add and add the remaining payment to bring the balance of the order to $0 (use the payment method created in step 1)
  5. Go to the Documentation tab 
  6. Click Add > Note
  7. Select an existing Type or create a new one, such as “Credit,” and give it a Title, such as “Credit for order balance”
  8. In the Description, provide details about the adjustment to the order
  9. Click Save
  10. Highlight the note, and click “Notification”
  11. Check the box that says “Display in notification window,” and click Save
  12. Create a journal entry in your Financial software to account for the credited difference
For more information, see our idea on the Altru Community

Additionally, for future reference see our Knowledgebase regarding What information can't I change on a reservation after I check it in?

Environment

 3.14

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