⏱️ 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 cancel it. This process completely voids the transaction immediately.

⚠️ Key Logic: If a guest requests a refund weeks or months after placing an order, do not use the cancel button. Instead, follow the standard refund procedure within the payment tab. This ensures older voucher statuses are accurately accounted for and keeps financial reporting clean.

Before You Start

• Ensure you have active login credentials for the Gifted portal.

• Have the guest's order details ready (e.g., name, email address, or order reference number).

Step-by-Step Guide

1. Locate the Customer Order

Find the specific transaction that needs to be cancelled within the system.

• Log on to the Gifted portal.

• Navigate to your main Orders list.

• Search for the required order (use the drop-down filter to narrow down your search if necessary).

2. Access the Payment Tab

Open the financial overview of the selected order to locate the cancellation tools.

• Click on the specific order to open its full details.

3. Process the Order Cancellation

Trigger the automated system to cancel the voucher and return the funds.

• Click the Cancel Order button.

• When the confirmation pop-up message appears, press Enter on your keyboard or click OK.

❗ Important Notice: Clicking OK automatically cancels the order within the system and immediately issues a full refund back to the guest's original payment card. This action cannot be undone.

• The overall order status will now update to Cancelled.

Best Practice & Support

• Double-Check Before Confirming: Because the system automates both the voucher cancellation and the bank refund simultaneously, always verify that the order reference number matches the guest's request before clicking OK.

• Communicate the Refund Timeline: Inform the guest that while the refund is processed immediately on your end, it typically takes a few working days to appear in their bank account, depending on their card provider.

• Ask for Assistance When Needed: For further reference, you can consult the EMS Reception Combined KB or the EMS General Combined KB. If you need direct assistance, the Journey Support Team is available via live chat on our support portal or at support@journey.travel.