Step 6) How to Handle Cancellation Requests

Travelers will contact you via their Booking Conversation Page (BCP) to request a cancellation of their adventure.

When a traveler books a tour through TourRadar, they agree to your Terms & Conditions and Cancellation Policy.

This means:

• Your cancellation terms automatically apply if a traveler cancels

• You have full control to waive part or all of the cancellation fee

• TourRadar will always follow your instructions when processing a cancellation or refund

If you choose to waive fees, just let our support team know and we’ll make the adjustment.

These are the steps you should follow when you receive a cancellation request:

Step 1: 
Try to understand why the traveler needs to cancel their trip and if there is an alternative you can offer to avoid the cancellation, for example, a date change or a different tour.

Step 2:
If no alternative solution is suitable, please advise the traveler via the TourRadar BCP of your cancellation fee (*as defined in the T&C's of your tour).

Step 3:
Only once the traveler agrees to your cancellation fee, please process the cancellation of the tour in your internal system.

Step 4:
Click on the 'Cancel booking' button. 
Step 5:

Enter the total gross cancellation fee amount that the entire booking will be charged, select the currency, and the reason for the cancellation. Then, click' Cancel booking' to finalize the cancellation.

Please know that immediately after you click ‘Cancel booking’ the booking will be cancelled in our system, and the customer will soon be refunded by our team (if the cancellation fee is lower than the amount that has already been paid)

Now that you know how to process a cancellation, move on to How to Keep Availability Updated.