Note: If this group has already been checked in or canceled, these solutions will not apply.

Scenario 1: No payments exist on the reservation
Steps:
  1. Open the reservation and view it as a reservation record.
  2. Adjust the reservation to take the Total down to zero.  This can be accomplished by opening the Itinerary and removing all items and resources.  Note: This step is necessary to remove the balance of the group sale.
  3. Select Cancel reservation in the left hand Tasks panel
Note: No GL Distributions are created since payments have not been added, so this will have no impact on the financials.

Scenario 2: Payments exist on the reservation and the total amount needs to be refunded
Steps:
  1. Open the reservation and view it as a reservation record
  2. Select Add in the Refunds section and enter the amount to be refunded
  3. Choose the correct refund method, enter the amount to be refunded, and select Complete refund
  4. Adjust the reservation to take the Total down to zero.  This can be accomplished by opening the Itinerary and removing all items and resources.
  5. Select Cancel reservation in the left hand Tasks panel
Note: The GL Distributions are created from the original payment and reversed with the refund.  If a different payment method than the original payment is used in the refund (ie: a Check refund for a Credit card payment) the GL account in the refund may not match the original payment, depending on your configuration.

Scenario 3: Payments exist on the reservation and the total payment amount needs to be kept.
Steps:
  1. Open the reservation and view it as a reservation record
  2. Adjust the reservation to take the Total down to zero.  This can be accomplished by opening the Itinerary and removing all items and resources.
  3. If you are using a flat rate scale, on the pricing tile, edit the pricing structure from flat rate to per ticket.  
  4. Confirm the Total on the reservation is showing as $0. 
  5. Edit the arrival date of the reservation to today's date so you can check the group in.  Click on Change Visit Date in the left hand Tasks Menu.
  6. Check in the group by selecting Check in group in the left hand Tasks pane and select Check in to complete the order.
  7. Click on Keep Overage.
Note: You will want to map the Overage transaction type to specify the revenue account used to keep the overage.

Scenario 4: Payments exist on the reservation and part of the payment needs to be refunded while part needs to be kept.
  1. Open the reservation and view it as a reservation record
  2. Select Add in the Refunds section and enter the amount to be refunded
  3. Choose the correct refund method, enter the amount to be refunded, and select Complete refund
  4. Adjust the reservation to take the Total down to zero.  This can be accomplished by opening the Itinerary and removing all items and resources.
  5. If you are using a flat rate scale, on the pricing tile, edit the pricing structure from flat rate to per ticket. 
  6. Edit the arrival date of the reservation to today's date so you can check the group in.  Click on Change Visit Date in the left hand Tasks Menu.
  7. Confirm the Total on the reservation is showing as $0 and check in the group by selecting Check in group in the left hand Tasks panel
  8. Select Check in to complete the order
  9. Click on Keep Overage.
Note: Reference the additional notes in scenario 3 since this same information applies.