Create Cancellation Change Fee

Create a cancellation fee to charge customers who cancel their bookings after the configured notice period(s).

Prerequisites:

Enable 'Checkin Cancellation Allowed' in the Web Checkout & MMB section of the product detail

Checkin Cancellation Allowed

In your Ventrata dashboard, go to Products > Products.

Products
Select an existing product.
Go to the Change Fees tab.

Change Fees
Press the + NEW CANCELLATION FEE button.

New Cancellation Fee
Enter fee name and description.

Fee Name & Description
Enter a code, or internal reference, for the fee.
Enter the billing account code as appropriate.
Add new or existing tags to filter or report on using fees.

Code, Billing Account Code & Tags
Check the 'Percentage' box to calculate the fee value as a percentage amount of the booking. If left unchecked, the fee has a fixed retail value.

Percentage Retail
If 'Percentage' is enabled, enter the percentage of the booking value to charge to the customer. If disabled, enter the fixed fee amount.

Fixed Retail
Enter the notice period in hours, days, weeks or months. If left blank, the fee always applies.

📘 EXAMPLE
A notice period for 7 days means the fee applies when the customer cancels their booking less than 7 days before the travel date.
Press the Create Change Extra button to save your settings.

To create multiple tiers (for example, 7 days, 14 days, and 30 days), repeat the steps above for each tier. The system automatically sorts fees in the order they are displayed.

Cancellation Change Fees

Create Reschedule Change Fee

Create a reschedule fee to charge customers who change their tour date or time after the configured notice period(s).

Prerequisites:

Enable 'Checkin Reschedule Allowed' in the Web Checkout & MMB section of the product detail

Checkin Reschedule Allowed

In your Ventrata dashboard, go to Products > Products.

Products
Select an existing product.
Go to the Change Fees tab.

Change Fees
Press the + NEW RESCHEDULE FEE button.

New Reschedule Fee
Enter fee name and description.

Fee Name & Description
Enter a code, or internal reference, for the fee.
Enter the billing account code as appropriate.
Add new or existing tags to filter or report on using fees.

Code, Billing Account Code & Tags
Check the 'Percentage' box to calculate the fee value as a percentage amount of the booking. If left unchecked, the fee has a fixed retail value.

Percentage Retail
If 'Percentage' is enabled, enter the percentage of the booking value to charge to the customer. If disabled, enter the fixed fee amount.

Fixed Retail
Enter the notice period in hours, days, weeks or months. If left blank, the fee always applies.

📘 EXAMPLE
A notice period for 7 days means the fee applies when the customer reschedules their booking less than 7 days before the travel date.
Press the Create Change Extra button to save your settings.

To create multiple tiers (for example, 7 days, 14 days, and 30 days), repeat the steps above for each tier. The system automatically sorts fees in the order they are displayed.

Reschedule Change Fees

Create Reseller-Specific Fee

Create reseller-specific change fees that apply only to booking made by the selected reseller.

To create fees that apply only to a specific reseller, select a reseller from the dropdown at the bottom of the Change Fees tab.

Select Reseller

Then follow the steps to create

Cancellation Change Fees
Reschedule Change Fees

📒 NOTE

If no reseller-specific fees are configured, the default fees will apply.

Change Fee Flow

Backoffice

Cancellation

In the Ventrata dashboard, open a booking.
Press the Cancel Booking button on the booking level.

Cancel Booking
Check the 'Apply Change Fees' box on the cancellation form.

Apply Change Fees
Complete the required information and press the Cancel and Refund Booking button.

Cancel and Refund Booking
Collect the fee as appropriate.

Review the applied change fee on the booking level,

Booking Level

and compare it with your configuration:

Change Fee

As the cancellation fee equals the ticket price, no money needs to be exchanged and the payments remain balanced.

Payment Summary

Reschedule

In the Ventrata dashboard, open a booking.
Press the Make Changes button on the booking level.

Make Changes
Check the 'Apply Change Fees' box on the booking form.

Apply Change Fees
Change the booking date or tour time.
When you select a new date or time, the applicable change fee appears below the tickets selection and is automatically included on the booking total.

Change Fee
Press the Update Booking button to save your changes.

Update Booking
Collect the fee as appropriate.

Review the applied change fee on the booking level,

Booking Level

and compare it with your configuration:

Change Fee

Verify that the payment summary includes both the price of the original booking and the applicable reschedule fee.

Payment Summary

Reseller Agent Portal

📒 NOTE

Depending on the reseller and agent configuration, some options may differ from the examples below. Agents must have the necessary permissions to cancel or reschedule bookings.

Cancellation

In the Agent Portal, open a booking.
Press the Cancel Booking button on the booking level.

Cancel Booking
Complete the required information and press the Cancel Booking button.

Cancel Booking
Collect the fee as appropriate.

The change fee is applied automatically. Review the applied change fee on the booking level,

Booking Level

and compare it with your configuration:

Change Fee

As the cancellation fee is 50% of the booking price (€20), the agent collects €10, making the booking total €30.

Accounting

📒 NOTE
The payment summary is calculated according to the reseller's commission structure. Values such as Wholesale, Commission, and Receivable may vary depending on the reseller configuration.

Reschedule

In the Agent Portal, open a booking.
Press the Make Changes button on the booking level.

Make Changes
Change the booking date or tour time.
Press the Update Booking button to save your changes.

Update Booking
Collect the fee as appropriate.

The change fee is applied automatically. Review the applied change fee on the booking level,

Booking Level

and compare it with your configuration:

Change Fee

Verify that the payment summary includes both the price of the original booking and the applicable reschedule fee.

Payment Summary

📗 TIP

In both cases, if you press the Make Changes button on the booking level of either the cancelled or rescheduled booking, the change fee is shown on the booking detail.