Cancellation settings control if customers can ask to cancel a booking on PaxPortal, and until how long before the tour they can ask. A customer sends a cancellation request, and your team approves or declines it. If you turn on self-cancellation, PaxFlow can approve the request automatically. You set the defaults for the whole company, and you can change them for one product.
Open the company cancellation settings
Go to PaxPortal > PaxPortal settings.
Click Cancellation Settings in the menu at the side of the page. The page moves to the Cancellation Settings card.
Let customers send cancellation requests
Turn on Cancellation Requests on PaxPortal.
In Cut-off time for cancellation requests before arrival, enter the time in days, hours, and minutes. For example, enter 1 day 5h 2m.
Click Save. The message Cancellation settings have been saved shows.
Cancellation requests are off until you turn them on. The cut-off time starts at 1 hour.
Customers can send a request until the cut-off time before the tour starts. PaxFlow uses the start time in the time zone of the product, or in the time zone of the company if the product has no time zone. If you enter 0, customers can send a request until the tour starts. A customer can send one cancellation request for each booking.
PaxPortal does not accept a request when the setting is off, when the cut-off time has passed, when the tour has started, when the booking is already cancelled, or when the booking is not confirmed.
Note: If you turn off Cancellation Requests on PaxPortal, PaxPortal also turns off Cancellation Requests of resold bookings and Customer self-cancellation on PaxPortal.
Allow cancellation requests of resold bookings
Turn on Cancellation Requests of resold bookings.
Click Save.
This setting is off until you turn it on. When it is off, customers cannot send a cancellation request for a resold booking. You cannot change this setting while Customer self-cancellation on PaxPortal is on.
Note: We recommend that you keep Cancellation Requests of resold bookings off. Most resellers and online travel agencies (OTAs) manage booking changes on their own platforms. If customers cancel these bookings on PaxPortal, the data in the two systems can be different, and the reseller booking can have problems.
Let customers cancel without approval
Make sure that Cancellation Requests on PaxPortal is on and Cancellation Requests of resold bookings is off.
Turn on Customer self-cancellation on PaxPortal.
In Cut-off time for customer self-cancellation on PaxPortal, enter the time.
Click Save.
If a customer sends a request before the self-cancellation cut-off time, PaxFlow approves it automatically, the same as when your team approves it. After that time, customers can still send a request until the cut-off time for cancellation requests. Your team then approves or declines it.
Enter the same time as the cut-off time for cancellation requests, or a longer time. We recommend a longer time. If you enter a shorter time, self-cancellation also stops at the cut-off time for cancellation requests, because PaxPortal does not accept a request after that time.
Change the settings for one product
Go to Settings > Products.
Click the name of the product.
Click the PaxPortal tab.
Scroll down to Cancellation Settings.
Set Allow cancellation requests on PaxPortal, Allow cancellation requests for resold bookings, and Allow customer self-cancellations on PaxPortal. Enter the cut-off times. The switches work the same as in the company settings.
Click Save. The message Successfully updated the product settings shows.
The settings of a product replace the company settings for that product. If a product has no cancellation settings of its own, the card shows Using company defaults.
To use the company settings again, click Reset to Defaults. The message Successfully reset the settings shows.
On a product, the cut-off time for customer self-cancellations must be the same as or longer than the cut-off time for cancellation requests. If it is shorter, an error shows and PaxAdmin does not save the settings.