Gifted - Reinstate a Cancelled Order

Gifted - Reinstate a Cancelled Order

⏱️ Estimated time: 2 minutes

What you'll learn:
  1. How to reinstate an order that was previously cancelled in Gifted.
  2. How vouchers associated with a reinstated order are reactivated.
  3. Important notes regarding payment processing when restoring orders.
Idea
When should I use this?:
Use this process when an order was cancelled by mistake or a guest changes their mind after requesting a cancellation. Reinstating the order restores the voucher code to an active, redeemable state without creating a duplicate order record.
Before you start:
  1. Ensure the order has already been cancelled in Gifted.
  2. Confirm that you have permission to edit order statuses. Any hotel user with the ability to refund hotel orders can reinstate a cancelled order.
  3. Verify whether a refund was already processed externally, as reinstating the order will not re-charge the customer's card automatically.
Step-by-step:

Step 1: Locate the cancelled order
Navigate to Orders on the left-hand navigation menu and search for the relevant order number.

Step 2: Reopen the order record
Click on the order to open the full order details page. You will see that the order items display a Cancelled status badge.


Step 3: Initiate reinstatement
In the right-hand panel under the Payment section, locate the Reinstate order button positioned below the payment total. Click Reinstate order.

Step 4: Confirm reinstatement
A pop-up modal will appear asking you to confirm the action with the message: "Reinstate this order? Its vouchers will become redeemable again. This does not re-charge the customer." Click OK to confirm.

Step 5: Verify the updated status
Check the success banner at the top of the page confirming the order has been reinstated. The voucher item status will now show as active and Redeemable, and the Cancel order button will become available again in the right-hand panel.


Notes
Best practice:
Check Payment Status: Reinstating an order does not automatically re-charge the customer if a refund was issued during cancellation. Always double-check your payment processor or accounting records to ensure payment is accurately reflected.
Communication: Notify the recipient or purchaser that their voucher has been reactivated so they know it is available for use.
Info
Need Assistance?:
If you run into any issues or need a hand, the Journey Support Team is available via live chat on our support portal or at support@journey.travel.