Partial refunds are typically necessary in situations where a product is cancelled and replaced with another product of a lesser value.
For example: You booked a snorkelling tour on the Great Barrier Reef that includes an Intro Dive. Your customer went on the trip and snorkelled but was unable to participate in the dive due to medical reasons. The supplier needs payment for the Snorkel component only.
This can be handled via two methods:
Cancel and set a Supplier Fee, or
Cancel and book the replacement product.
Which method do I use?
The method you use should be determined by the rate the supplier is requesting; either a net rate (RRP minus commission & fees) or gross rate (RRP).
If the supplier provides you with a net rate then cancel and set a supplier fee.
If the supplier provides you with a retail rate (which includes your commission and any Hero fees) then rebook the replacement product.
Method 1: Cancel and set a supplier fee
Proceed through the Cancel / Refund process using 'Supplier' as the reason in the first step.
When setting a Supplier Fee, enter the net amount requested by the supplier.
Note, the supplier will receive the value set by you minus Hero's booking fee.
Method 2: cancel and rebook an alternative product
Example figures:
Boat Tour with Dive = $200
Boat Tour with Snorkelling = $150
Step 1: Cancel the Booking
Proceed through the cancel / refund process until you reach Step 5, where you determine how the refund will be paid - to the original payment method or saved to PAX Wallet.
You will be refunding $50 back to the original payment method and $150 to Pax Wallet. The Pax Wallet balance will be used for the new booking.
Refund Value= $50
Pax Wallet Value= $150
Step 2: Book the replacement
Clone your original order (PAX Only). This is because the Pax Wallet credit is linked to exactly that same PAX.
Add the replacement product. If the tour date has already passed, add the product as open-dated with the correct price to your quote.
Add payment using method ‘PAX Wallet’ and finalise!
(If the product with the correct price is not there, let the Support team know via LiveChat.)