What should you do when a boater calls in to cancel their reservation booked through Dockwa?
To process this cancellation in Dockwa, open the "Reservations" tab, search for the customer's reservation, open it, and click "Cancel Reservation".
Step by Step Instructions:
From the Reservation page, click the "Cancel Reservation" button in the top right corner of the screen
This will provide you with a refund prompt, where the full refund will be presented
If anything less than a full refund is to be given, select that cancellation rom the dropdown menu, if applicable. If not, click "Add Fee" and enter the amount you wish to withhold from the refund and provide a reason to the boater as to why a full refund was not provided. Once the fee is added the refund amount will be adjusted accordingly.
Determine if you would like to remove unpaid invoices or not by checking the box. By unchecking the "Remove unpaid invoices" box, all paid and unpaid invoices will remain on the contract/reservation. Your customer may still receive reminders for upcoming payments if they have unpaid invoices. You can manually remove these items from the Items table if needed.
Click "Cancel Reservation" and review the cancellation was successful. Make sure the status of the reservation reads "Canceled" in the top right and that a refund is scheduled to process, if applicable.
If you'd like the boater to get the refund immediately you can click the "Settle" payment button to the right of the refund line item, otherwise, it will schedule itself to process back automatically within two hours
Please Note: If you are trying to edit or cancel a "Locked" reservation please contact the Dockwa Support team for assistance at mayday@dockwa.com or send us a Chat via the widget in the bottom right-hand corner of the website. You can find more information on locked reservations here.