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2 minutes readWhen you know your client’s trip will be canceled, it’s best to be proactive and process the cancellation as quickly and effectively as possible. In extreme situations, our Support Team will do as much as they can to minimize any penalties if the free cancellation period for the booking has already expired. Our response time may be extended if there’s a sudden influx in requests, but we always strive to respond as quickly as possible.
What to do if you need to change or cancel a client’s booking
1. Cancel the booking in your personal account
Visit the detailed order page for the client’s booking and click the “Cancel” button at the bottom, next to the invoice and payment options.
What to do if the “Cancel” button is inactive
If the “Cancel” button does not appear on the booking, you can contact our Support Team directly at [email protected]. You can also use this email if you need to cancel a client’s booking that is non-refundable.
Avoid sending duplicate requests, as this may result in a delayed response. Make sure to mention the order number and the reason for cancellation in your initial email.
2. Create a support request
Alternatively, you can also contact RateHawk’s Customer Support Team by creating a support ticket. This function is accessible at the top right corner of your screen when logged into your RateHawk account, next to your currency options.
Select the “New request” button and provide the booking ID associated with the client’s booking. You can view any active requests through this support section, and it is also where you’ll receive a response to your support ticket.
Every travel situation is different, and we know uncertainty can add extra stress for both you and your client. Our Support Team will always aim to respond to messages as quickly as possible and process each case fairly and effectively.
Stay up to date with our latest advice for managing bookings by exploring our knowledge base.
