The article highlights that in some cases, travelers may receive a full or partial refund, while in others, no refund may be provided. It emphasizes the importance of understanding the terms and conditions of travel packages and the potential financial implications for travelers in case of cancellations.
Note: There will be an option to cancel with or without a refund. If you cancel with a refund, then you can select which payments to refund. If you cancel without a refund, the trip will be cancelled and no refund will be issued.
How to cancel a traveler's trip without a refund
Click "Trip Data".
From the left side-bar select "Cancel A Trip Reservation".
Search for the name of the traveler you want to cancel
You can search by using their first name, last name, email address, or phone number.
Select "Cancel" next to the name of the traveler.
Select Cancel without refund.
How to cancel a traveler's trip with a refund
Click "Trip Data".
From the left side-bar select "Cancel A Trip Reservation".
Search for the name of the traveler you want to cancel.
You can search by using their first name, last name, email address, or phone number.
Select "Cancel" next to the name of the traveler.
Select Cancel and issue a refund.
After selecting this option we get the list of all payments done by that Traveler with checkboxes next to them. And Organizer can select one or more installments to refund.
After clicking the button "Submit Cancelation" that traveler will disappear from the list in this section.
⚠️ Note on refund processing:
Processing fees: While the processing fee is refundable to the traveler, Stripe does not refund its transaction fees to you. These fees will be charged to your Stripe account.
Refund timeline: Refunds typically take 5–10 business days to process once initiated in Stripe.
Communication is critical: Always inform travelers about potential refund delays to avoid chargebacks, which could risk your Stripe account being blocked.
Set expectations: We recommend advising travelers to allow up to 30 days to receive their refund.
👉 Important: When Canceling and issuing a refund option is used we cannot set a custom amount to refund. The only in amounts that Traveler has paid each installment can be refunded by selecting the checkboxes. If you wish to refund a custom amount a refund must be processed first in the Refund tab and then cancel the trip with option Cancel without refund.
Company Statistics
Once we cancel the trip for the traveler, the payment status will be clearly displayed in the company statistics column.
It will show whether the option to "Cancel without refund" or "Cancel and issue a refund" was selected.
Canceling a Traveler’s Booking (Dashboard 2.0)
In Dashboard 2.0, trip organizers can cancel a traveler’s booking either directly from the trip dashboard or from the traveler’s profile. Both paths follow the same cancellation steps.
Option 1: Cancel Directly from the Trip Dashboard
Click on the trip thumbnail to open Dashboard 2.0.
In the Travelers section, click the three dots next to the traveler’s name.
Select Cancel Booking.
Option 2: Cancel from Traveler Profile
Click the three dots next to the traveler’s name.
Select View Details.
From the traveler profile, click Cancel Booking.
Choose How to Cancel the Booking
After clicking Cancel Booking, you are first taken to the Cancel Trip page.
Click Cancel Booking.
Choose one of the following options:
Cancel without refund
Removes the traveler from the trip without issuing any refund.Cancel with full refund
Removes the traveler and refunds all payments.Cancel and select payments to refund
Removes the traveler and allows you to choose specific payments to refund.
Click Continue.
Select Payments to Refund (Only if Applicable)
This step appears only if you select Cancel and select payments to refund.
Select the payments you want to refund by checking the box next to each payment.
Click Submit Cancellation.
Note: At least one payment must be selected to proceed with a partial refund.
Verify and Confirm Cancellation
For all cancellation options, a verification code is required.
The code is sent to the trip organizer’s email address and phone number.
Enter the verification code to complete the cancellation.
Once confirmed, the traveler is removed from the trip and any applicable refunds are processed.
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