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ADMIN: How to Cancel Proposals & Orders

Purpose:

A detailed guide on how to cancel proposals and orders in Admin.

Related Topics:

Context:

This card is mainly intended for CX use as the team that exclusively handles order and proposal management. There are elements of this SOP that are vital to smooth operations between CX and FX, but FX should not be cancelling orders/proposals unless necessary. For any other team or staff member, please always connect with CX if you need help cancelling personal orders, Experts' orders or comped orders.

This card is organized into three sections:

1. Data Tracking Overview & Cancellation Reasons in Admin
2. CX Workflow for Cancelling a Proposal/Order in Admin
3. Cancelling Special Access Contracted Tours

(1) Data Tracking Overview & Cancellation Reasons in Admin

ALWAYS BE SURE TO SELECT THE CORRECT CANCEL REASON FROM THE DROPDOWN LIST WHEN YOU ARE CANCELLING A LINE ITEM(S)

Why is this important?

Each cancellation in Admin gets tracked in Periscope. We use this data to evaluate how many tours are being cancelled due to fulfillment issues, expert issues or client issues. In some rescheduling situations, a tour is cancelled and then rebooked, so we also want to be able scrub these false cancellations from the overall rate.

Profitable Delivery is a Strategic Growth Initiative (SGI) for 2024 and beyond. Reducing our overall cancellation rate is a key subgoal to achieving this! Here are the targets:

  • Client driven cancellation rate is 5% or less
  • Expert driven cancellation rate is 1% or less
  • Fulfillment driven cancellation rate is 1% or less

WHAT ARE THE REASONS?

When cancelling a line item, you must choose who is cancelling (Client, Expert, Fulfillment) and then select the appropriate reason.

PLEASE WATCH FOR AN OVERVIEW -- Loom: Cancellation Reasons in Admin

CLIENT

  • client_trip_modification: ONLY to be used when we need to cancel + rebook a tour to process rescheduling the tour (ie: small group and prescheduled tours)
  • client_ill: cancelled due to illness / sick / health of themselves or group member or other
  • client_external_factors: clients cancel because of travel delays, want to change their order (ex: tour swap), or any other reason that may or may not result in a rebooking
  • client_no_show: they don't show up on tour date
  • client_no_reason: when they don't give a reason, cancel via the website
  • mobility_concern: The client is cancelling due to concerns with doing the tour based on their walking/wheelchair/etc. Concerns
  • incorrect_booking - Client or TA booked their tour incorrectly

EXPERT

  • expert_no_show: they don't show on tour date
  • expert_cancels: they cancel and we cannot find a new expert
  • expert_not_available: we cannot confirm due to no experts

FULFILLMENT

  • no_tickets_reservations_available
  • no_cars_boats_available
  • venue_transport_strike
  • venue_closed

(2) CX WORKFLOW FOR CANCELLING AN ORDER/PROPOSAL IN ADMIN

→ CX/AX receives the cancellation request via email or task

  1. Review their order to understand how much of a refund/credit they are due. Always follow our cancellation policies and reply to the client/TA using the appropriate message template in Front.
  2. CX please use following message templates in Front:
    1. Client - Cancellation - Full Refund (15+ Days from SD) OR Client - Cancellation - Full Refund (Already refunded)
    2. Client - Cancellation - 50% Refund (14 Days - 48 Hours of SD)
    3. Client - Cancellation - No Refund (Within 48 hours of SD)
  3. AX please use following message templates in Front:
    1. TA - Cancellation - Full Refund
    2. TA - Cancellation - 50% Credit
    3. TA - Cancellation - NO Refund
  4. Leave a task on the order to track the client/TA's response. (Unless it is a cancellation due to a reschedule, which will already have a task on the scheduled walk page)
  5. Once client confirms the cancellation, please update the order in Admin following the appropriate process below.

→ client/TA confirms the cancellation

PLEASE WATCH FOR AN OVERVIEW - How to Cancel Tours in Admin

  1. Open the correct order page and the corresponding scheduled walk page(s) for each line item that is being cancelled
  2. Check the service date of the tour to understand how much of a refund/credit the client is due. Refer to CX / AX: Cancel and Refund Policies.
  3. On the scheduled walk page, check the following before proceeding:
    1. the tour type - is it a Private, Small Group or Prescheduled tour
      Screenshot 2024-01-18 at 11.47.51.png
    2. if it is a Small Group tour, are there more orders on the walk?
      Screenshot 2024-01-18 at 11.56.14.png
    3. are there any open FX tasks?
    4. are there headsets, car/boat/train services on the tour?
    5. is this cancellation the result of an unconfirmed reschedule request?
    6. is it a partner tour?

→ YOU'VE CHECKED EVERYTHING AND ARE READY TO CANCEL THE LINE ITEM

  1. Cancel line item on the order page
  2. Unassign the guide from the scheduled walk page if it is a private tour or it is the only client on SGT. Never unassign if prescheduled or there are more clients on SGT.
      1. For tours cancelled within 48 hours, set a pay guide task on the order page for the expert team
        Team        : Expert
        Category        : accounting
        Due date:         date of tour
        Description:         LM Cancellation, please pay [guide name] for [tour name] on [tour date]
  3. Update FX tasks on scheduled walk page
    1. cancel any open FX tasks, with the exception of SGTs where other clients are booked on the walk
    2. reopen/update completed/in progress FX tasks and leave a comment that the client cancelled if:
      1. there is a car, boat or train service
      2. there are headsets
      3. if it is an unconfirmed reschedule
      4. it is a partner tour
  4. Ping FX in the appropriate Slack channel about the cancellation if:
    1. it is a partner tour and SD is less than 7 days away
    2. it is a LM cancellation and there are cars or headsets
  5. If the client is due a refund, leave a task for CX Managers to refund the client on the order page. See ADMIN: Crediting + Refunding Orders for task set up and other guidelines
  6. Leave a detailed order note with all actions and appropriate Front and Slack links

(3) CANCELLING SPECIAL CONTRACT TOURS

The After Hours Vatican Tour, Florence Duomo Exclusive Access Tour with Terrace View and Exclusive Early Morning Tower of London Tour are special, ultra-exclusive products that follow a different cancellation policy due to the premium prices.

Here is the clause from our cancellation policies (3e): e. Exclusive Access Tours: you may cancel your reservation for After Hours Vatican and Florence Duomo Exclusive Access Tour with Terraces View for a full refund up to 60 days prior to the tour date. After that point, your order is non-refundable.

  1. If the cancellation request comes in 60+ days out from the service date, follow the standard process for cancelling a private tour in Admin
  2. ALWAYS leave a task for FX to cancel with the Vatican or the Duomo in Florence
    1. Team: fx
    2. Category: other_fulfillment
    3. Priority: urgent
    4. Due date: date of cancellation
    5. Description: please cancel after hours vatican/exclusive access duomo
  3. Also, ALWAYS ping FX in the appropriate regional Slack channel about the cancellation

For more information, contact Aleeshia or Christian.

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