Cancel and refund a voucher
If the hotel or property has agreed to cancel a voucher and refund the guest the following steps must be taken.
⚠️Important: If the hotel/property are using their own Realex account for the purchase of Vouchers, you will need to refund the guest from Realex.
⚠️Important: If the hotel/property are using the IBE Provider PayPal for the purchase of vouchers you will need to contact shr.customersupport@theaccessgroup.com with the voucher reference number and PayPal transaction ID. Support will then confirm once the money has been refunded and you can then proceed to cancel the voucher.
Booking Engine Navigation
Go to the Vouchers service.
Select Search Sold Vouchers.
Search by the Reference, Internal Reference or the Customer Name
Click Search Vouchers.
Click on Voucher Details.
Cancel and refund the voucher
Add a Comment to the voucher explaining why the voucher is cancelled and what date it is cancelled and if the guest has been refunded.
Select the voucher you wish to cancel by ticking the box beside the reference number of the voucher, you will then need to select mark cancelled.
Note: It is advisable to add a comment to ensure that the reason for cancelling is recorded correctly.