When a customer asks for a refund, the right process depends on how the original booking was made. TripWorks can only refund money it collected. For bookings where payment went through a third party, refunds must go through that party.

Direct (ecommerce) bookings

For bookings where the customer paid directly through TripWorks — your booking widget, a payment link, or a card at point of sale — use the standard TripWorks refund flow:

1. Open the trip record.
2. Click Refund from the payment section.
3. Select full or partial refund and confirm.

TripWorks will process the refund back to the original payment method.

OTA bookings (Viator, GetYourGuide, and others)

When a booking arrives through an OTA, the OTA collected payment directly from the customer. TripWorks never held that money. The refund button in TripWorks either does not appear for these bookings or will not have funds to apply.

To refund an OTA customer, you must process the refund through the OTA's own platform:

• Viator: Use the Viator Supplier Portal to initiate a cancellation and refund.
• GetYourGuide: Use the GetYourGuide Supplier Center.
• For other OTAs, use the OTA's supplier management tools or contact their supplier support directly.

Once you process the cancellation in the OTA portal, cancel the corresponding trip in TripWorks as well so your capacity is released.

Reseller and invoice bookings

For reseller bookings (where the trip method shows Reseller), payment is invoiced to the reseller — not charged to the customer directly in TripWorks. The refund situation depends on whether the reseller has already paid the invoice.

Invoice outstanding — payment not yet received

If the reseller has not yet paid and the invoice is still outstanding, there is nothing to refund. The correct action is to cancel or adjust the invoice:

1. Cancel the trip in TripWorks to remove the booking from the manifest.
2. Adjust or void the invoice so the reseller is not billed for a cancelled trip.

No payment was received, so no refund transaction is needed.

Invoice paid — payment already received

If the reseller already paid the invoice and a cancellation or adjustment is needed, the appropriate resolution is a credit or adjusted invoice to the reseller — not a consumer-facing TripWorks refund.

1. Cancel the affected trip in TripWorks.
2. Issue a credit memo or adjusted invoice to the reseller for the amount owed.
3. Apply the credit to a future invoice or process a direct payment back to the reseller, depending on your agreement with them.

Quick reference by booking method