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Where do I find it?
BOOKINGS > Booking page > MONEY tab
What does it mean?
This article explains how to manage refunds, including partial refunds, for bookings made directly via the Gray Line website: https://grayline.com.
You can initiate and process refunds directly through your GrayLine account on TourCMS, offering a more streamlined experience. This enhancement will enable you to promptly and conveniently address customer refund needs.
Types of refunds available
- Full refund: A complete reversal of the original payment, such as when a customer cancels their booking.
- Line item partial refund: A complete reversal of the cost for one or more specific items within a booking. For example, removing one adult from a tour booking.
- Arbitrary refund amount (payable by GLWW/Palisis): A specific amount is refunded to the customer for issues such as booking discrepancies.
- Arbitrary refund amount (payable by licensee): Compensating a customer for operational issues or instances where a service could not be delivered.
This guide will take you through the step-by-step process of issuing full and partial refunds for your bookings.
What should I do?
To initiate a refund, you must access the Gray Line TourCMS account and locate the relevant booking. You can search using the booking ID or customer details.
Once you have opened the booking page, navigate to the MONEY tab. Here, you will find a Palisis Marketpay (Adyen) payment listed. Click on the link labelled “Palisis Marketpay Gateway Refund”.
You will then be presented with a screen prompting you to select the Refund type:
The following sections detail each refund type and the steps involved in processing it.
Full refund of the whole booking
After clicking the “Start Refund” button, you will see a confirmation of the amounts to be refunded by each entity associated with the booking. No further input is required at this stage. To proceed with the refund, click “Refund Booking”.
Once processed, after several minutes, the refund will appear in the MONEY tab under the original payment. Please note that once a full refund has been issued via Palisis Marketpay, no further Palisis Marketpay refunds can be processed for that booking.
In the event of a full refund, the booking can be cancelled using the “Cancel” dropdown menu. Upon cancellation, the licensee's TourCMS account and, in most cases, any connected subsystems will be notified.
Partial refund (line items)
If you select “Partial refund (line items)” and then click “Start refund”, you will be prompted to select the specific line item(s) to be refunded before you can finalise the process by clicking “Refund Booking”. Simply tick the box(es) next to the item(s) you wish to refund and then click “Refund booking”.
Partial refund (arbitrary amount)
Suppose you select “Partial refund (arbitrary amount)” and then click “Start Refund”. In that case, you will need to specify which entity will bear the refund cost (either a GLWW/Palisis split or a specific licensee associated with the booking). You will then need to enter the refund amount in USD. In our example, the licensee, Gray Line Munich, will cover the cost of the refund:
The customer will receive the refund in their original payment currency, converted using the exchange rate at the initial purchase. Where licensees are responsible for a portion of the refund, the USD amount will be converted to their payout currency using the cost exchange rate at the time of the original payment.
Checking refund status
Please allow several minutes for the refund to be processed. While TourCMS will check the status for a short period, the booking in TourCMS will be updated once the refund has been successfully processed.
Once a refund has been successfully processed, an additional line item will be displayed in the 'Sales ledger payments' list under the 'MONEY' tab in TourCMS.
If an error occurs during the refund process, details regarding the issue can be found in the booking Audit trail, accessible via the “View” dropdown menu at the bottom of the booking screen. Should you encounter any difficulties processing refunds, please contact support@palisis.com.
Important considerations
Unsupported cases
In certain situations where a customer has paid in USD for a USD-denominated product, the individual line item amounts on the booking may not precisely match the total amount to be refunded. In such instances, it will not be possible to process a line item refund, and an error message will be displayed. This limitation does not affect other refund types.
In these specific cases, please contact support@palisis.com to request a manual refund of the booking.
Impact of processing refunds
Refunding all or part of a booking will result in the following:
- The refunded amount will be credited back to the cardholder's account.
- A negative payment (refund) line item will be added to the booking details in TourCMS.
- The reporting system used for licensee payouts will be updated with the relevant refund splits for each entity involved in the booking (GLWW, Palisis, Licensee).
- No changes will be made to the products listed on the booking, and licensees will not receive a separate notification regarding the refund.
- Upon logging into the Gray Line website, the customer will be able to see a clear indicator displaying either 'Fully refunded' or 'Partially refunded' status for their booking.