Gifted | How to cancel an order
⏱️ Estimated time: 3 minutes
👤 Role: Reception Staff, Reservation Teams, Finance Teams
What you'll learn
- How to locate and review a guest's order within the Gifted portal.
- How to safely cancel a recent order and automatically trigger a full refund.
- How to differentiate between an immediate order cancellation and a standard refund.
When should I use this?
Use this guide when a guest has just placed an order and contacts you straight away to say they need to cancel it. This process is designed for immediate cancellations where the transaction needs to be completely voided.
Key Logic: If a guest contacts you weeks or months after placing an order to ask for their money back, do not use the cancel button. Instead, follow the standard refund procedure within the payment tab. This keeps your financial reporting clean and accounts for older voucher statuses accurately.
Before you start
- Ensure you have active login credentials for the Gifted portal.
- Have the guest's order details ready, such as their name, email address, or order reference number.
Step-by-step
1. Locate the customer order
Find the specific transaction that needs to be cancelled within your system.
- Log on to the Gifted portal.
- Navigate to your main orders list.
- Search for the order that the guest wishes to cancel, using the drop-down filter if necessary to narrow down your search.
2. Access the order
Open the selected order to find the Payment and Cancellation button.
- Click on the specific order to open its full details, either by clicking the order reference or the three dots next to the order, and View Order:
- Scroll down to the Payment section
3. Process the order cancellation
Trigger the system to cancel the voucher and return the funds to the guest.
- Click on the Cancel Order button.
- You will see a confirmation pop-up message appear on your screen.
- Press Enter on your keyboard or click on the OK button.
Important Notice: Clicking OK will automatically cancel the order within the system and will immediately issue a full refund back to the guest's original payment card. This action cannot be undone.
The overall order status will now update and show as Cancelled, and the voucher will be expired. The Activity notes will reflect the changes.
Best practice
- Double-Check Before Clicking OK: Because the system automates both the voucher cancellation and the bank refund simultaneously, always double-check that the order reference number matches the guest's request before confirming.
- Communicate the Refund Timeline: When the cancellation is complete, let the guest know that while the refund is processed immediately on your end, it can take a few working days to appear in their bank account depending on their card provider.
- If you need to refund a voucher rather than cancelling it, please see our article here.
- Ask for Assistance When Needed: If you need a hand, the Journey Support Team is available via live chat on our support portal or at support@journey.travel.
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