First off, please ask the customer for a Booking ID or his/her registered email address so you can access his/her account to assist them. Once we have any of the unique information, please follow the process below to view their account:
Subtopic: Check the cancellation policy.
A] If the booking has not passed the cancellation deadline, Inform the rider about our cancellation policy. We can cancel the booking and initiate the refund, which can take 5-7 business days. If the rider allows, initiate cancellation. NOTE: IF THERE ARE ADD-ONS, PLEASE LET THEM KNOW IT WILL NOT BE REFUNDED.
Step : Set the status of booking as Pending refund/Pending void.
NOTE: TRANSACTIONS STATUS:
(ALWAYS CHECK THE CANCELLATION ELIGIBILITY ON THE WEBSITE FOR EVERY EVENT)
1. Authorized: An authorized amount is a sum that a merchant transmits to a credit or debit card processor to ensure the customer has the funds required to make a purchase—the approved amount to be charged. Amount not charged. [If eligible for cancellation, will be voided/set status as voided. Can be charged in 30 days]
2. Authorized and captured: An authorized amount is a sum that a merchant transmits to a credit or debit card processor to ensure the customer has the funds required to make a purchase—the approved amount to be charged. The amount is charged. [If eligible for cancellation, will be refunded]
3. Void: An authorized transaction can be void. After we void an Authorized transaction, we
cannot capture any funds associated with that transaction, and the funds are returned to the customer. When we void an authorization, it cancels the entire open amount. [Already canceled]
4. Third-party paid: Promo code used. [If eligible for cancellation, set status as ‘Paid not attending’]
5. Refunded: Amount charged and refunded back. [Already canceled]
6. Payment method stored: The payment method is just stored (card detail stored) and not charged yet. [If eligible for cancellation, will be voided/set status as voided]
7. Paypal: Transaction is made through Paypal and is charged. [If eligible for cancellation, will be refunded]
8. Comped: Internally created booking. [If eligible for cancellation, will be refunded/paid not attending]
9. Error: Transaction did not go through. [It is not a proper booking, need to book again]
B] If the booking has passed the cancellation deadline we let them know we cannot cancel however we can issue a future free ride for any Rally created event that can be used till 1 year. If the rider allows, initiate cancellation.
Step : Set the status of booking as Paid not attending and send a coupon for future free ride.
Topic: Cancelation of booking [Customer]
First off, please ask the customer for a Booking ID or his/her registered email address so you can access his/her account to assist them.
Once we have any of the unique information, please follow the process below to view their account:
Subtopic: Check the cancellation policy.
A] If the booking has not passed the cancellation deadline.
Inform the rider, our cancellation policy. They can cancel the booking and we can initiate the
refund, which can take 5-7 business days. NOTE: IF THERE ARE ADD-ONS PLEASE LET THEM KNOW IT WILL NOT BE REFUNDED.
Ask rider to cancel-
Step 1: Login on Rally.co with the registered email address.
Step 2: Click the Hamburger Icon on top left.
Step 3: Go to “My rides”.
Step 4: Click on the upcoming booking.
Step 5: Scroll down the page and click on “Cancel booking”.
B] If the booking has passed the cancellation deadline we let them know we cannot cancel however we can issue a future free ride for any Rally created event that can be used till 1 year. If the rider allows, initiate cancellation.
Step : Set the status of booking as Paid not attending and send a coupon for future free ride.
