Assisted Ticketing

Requesting Partial Refunds

With Assisted Ticketing, you can partially refund eligible tickets.

You have the option to refund tickets from either:

  • An active PNR/Booking File.

  • Without a PNR/Booking File.

After the ticket information is entered or selected, the rest of the refund process is the same.

Note: Smartpoint 11.0 and earlier. Full and partial refunds for tickets issued by Canadian agencies require a workaround.

 

For all partial refunds:
  1. If applicable. Complete fields in the Refund Options section. Unavailable options are shaded.

  2. Click CONTINUE to display the confirmation message. In this example, one ticket is partially refunded.

    Note: With this approval, the agent assumes responsibility that they have followed all of the carrier rules for refunds.
  3. Click Yes to display the first Partial Refund screen.

    Tip! Error responses are displayed in the screen.
  4. Complete the applicable fields, including:

    • Either the CASH AMT or CREDIT AMT field is required.

    • CANCELLATION CHARGE is optional.

    • In UNUSED TAXES TO BE REFUNDED, enter Y to view or modify the Unused Taxes to be refunded.

  5. Click CONFIRM to display the unused tax information, if you selected Y in Step 6.

  6. Click CONFIRM to display the second Partial Refund screen.

  7. Complete the applicable fields, including:

    • Adding or updating the A/L AUTHORITY (Waiver Code), if it was not added on the first screen.

    • Adding or updating any Passenger Facility Charges (PFC).

  8. In THIRD SCREEN:

    • Enter Nto complete the partial refund entries.

    • Enter Y to display the third Partial Refund screen to add form of payment information and remarks.

  9. Click CONFIRM.

  10. Complete the applicable fields in the third screen.

  11. Click CONFIRM.

  12. In FOURTH MIR FREETEXT SCREEN:

    • Enter Nto complete the partial refund entries.

    • Enter Y to display the third Partial Refund screen to add form of payment information and remarks.

  13. Complete any applicable fields in the fourth screen.

  14. Click CONFIRM to complete the Partial Refund process and display the success message.

  15. Click OK to complete the Partial Refund.

    After the refund process is completed, the refund status (RFND) is displayed for the selected tickets in the ticket list.

    The refund is indicated in the PNR/Booking File.

In Smartpoint 10.1 and later, DI remarks with return information display in the PNR/Booking File.

Note: Tickets with multiple forms of payment are not currently supported. The refund is processed correctly in Travelport+. However, the DI lines are unable to capture the split payment details and the added lines are incorrect.