Flexible Refunds

Flexible Refunds allows you to offer a protection to your customers, who may cancel a booking last minute. Flexible Refunds is offered through the Protect Group and allows you to offer the option to add Refundable Terms to a booking during checkout for a small fee. This allows the customer to receive a 100% refund if they cannot attend their trip because of a personal reason outside of their control. This allows you to extend your refund policy to more flexible cancellation terms without risking your own revenue. If nothing else it will provide an extra peace of mind and purchasing confidence for your customers. 

Coverage for refunds includes cancellations due a number of reasons including COVID-19. List of refundable reasons are listed here: https://refundable.me/extended/en/


What's covered in this article:


How to enable Flexible Refunds

Follow the steps below to enable Flexible Refunds on your Xola account:

  1. Locate Flexible Refunds in the Xola App Store and select it.
  2. Click INSTALL and agree to the terms of service.
  3. Go to Apps> Flexible Refunds > Configure 
  4. Pick the listings you would like to have Flexible Refunds offered to your customers, during Checkout.

Note: Flexible Refunds currently works on the Online checkout and Back office bookings. 

Xola is working with the Protect Group to provide a seamless experience for you and your customers, you can learn more about the Protect Group here

How Flexible Refunds works

  1. Once you install and configure the Flexible Refunds app, Xola offers an 10% fee during checkout to the customer. The customer can choose to opt in to this service or not. 
  2. If you are making a booking for a customer in the back office, you will be asked if you want to add this to the booking after you enter the customers information. The customer can choose to opt in to this service or not. 
  3. If the customer opts in and purchases trip protection, the 10% fee is charged to the customer by Xola and Xola collects the money. The 10% fee on to the total booking value (including Taxes and Fees, Booking fee less any discounts).
  4. When the opt in occurs, Xola sends a notification to the Protect Group with customer and booking information
  5. Xola will tag the booking with Flexible Refund, and you will see the amount paid in the Payment summary, so you are aware this customer has purchased this option. 
  6. The Customer will use a link in their confirmation emails, in the cancelation policy section, to request a refund or cancellation. They should not go through you to cancel or refund their booking. 
  7. The Customer will fill out a form that goes to the Protect Group requesting a refund. 
  8. The Protect Group verifies the coverage and submits the return of funds back to the customer.
  9. If a customer opts out of the Flexible Refund option in checkout, your cancellation policy you have put in the listing will show to them on emails, and you will be responsible for canceling and refunding the booking, per your policies. 

Warning! If you refund the customer, or give them a store credit, the customer can still ask for a refund from the Protect Group as well. 

What the customer sees

During the online booking process your customer will be given the option to purchases the Flexible Refund. 

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If they choose to opt in, the fee will be added, and they agree to the terms and conditions of the Flexible Refund. 

Note: The Flexible Refund fee is a 10% fee on to the total booking value (including Taxes and Fees, Booking fee less any discounts).

The Customer will continue the booking as normal, whether they opt in or out of the Flexible Refund.

At the end of the Checkout, on the Thank You page, they will see a message about the Flexible Refund. With a link to the terms and conditions and a link to request a refund for the Protect Group. 

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Note: For Packages and Multiple Item Bookings, if a customer has opted to purchase Flexible Refund, each experience will have the Flexible Refund on it and be treated as separate transactions with the Protect Group. The customer will need to submit as many request, as bookings to get a full refund for all. 

Emails

If a Customer opts in for the Flexible Refund, the confirmation email and reminder email will have a new cancellation policy on them. 

When you enable Flexible Refunds on a listing, that listing cancellation policy you wrote, will be replaced with Xola's Flexible Refund cancelation policy. 

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From the Cancellation Policy on the confirmation email and reminder email, the customer can request a refund for the booking. 

Canceling bookings

There are 3 ways for a customer to request a cancellation:

  1. From booking confirmation email:
    • The booking confirmation email already includes a link with steps to follow to file a claim for the refund under the Cancelation Policy section. 
    • The Customer will follow this link to have the Protect Group process the refund. 
    • Note: If this happens, Xola will not cancel the booking from your Dashboard but will mark it as a no show. 
    • You can cancel the booking in your dashboard. Xola will not show the return payment modal once a booking with a Flexible Refund has been cancelled.
  2. From the Customers self service option, the customer can cancel (If enabled) 
    • If the customer has purchased Flexible Refund, when they click on cancel from the email, it will give them instructions on how to claim their refund from the Protect Group. 
  3. From the Back office: 
    • If you chooses to cancel the customers booking, the booking cancellation email should have link to file a claim for refund.
    • Note: You must ask customer to claim refund using the link in the emails

Warning! If you refund the customer, or give them a store credit, the customer can still ask for a refund from the Protect Group as well. 

  • Cancellations are handled the same for all experience including, but not limited to: 
    • Canceling 1 experience
    • Canceling 2 experiences that were booked together (MIST)
    • Canceling 1 out of 2 experiences that were booked together (MIST)
    • Canceling 1 experience that was part of a package booking
    • Canceling a whole package booking

Modifying bookings

Xola will display the Flexible Refund fee in the payment summary in order details on the Purchases Tab, emails, and receipt. 

  • The Protect Group cares about arrival date, total booking value and guest count. For this, if you want to make a modification to a booking that has opted in for the Flexible Refund, the Protect Group, will only refund the total booking amount that was paid for at the original time of booking. 
  • If you change arrival of the booking:
    • Xola will update the Protect Group with new arrival date
    • Any scheduled based price different has to be collected/returned to customer, but the Protect Group, will only refund the total booking amount that was paid for at the original time of booking and will not protect the rest. 
  • If you change guest quantity:
    • Xola will display a warning message that increase/decrease number of guests has no bearing on the Flexible Refund fee or the insured amount. 
  • If you refund a booking: 
    • Xola will display a warning message that customer has purchased Refund protection. 
    • Refund options:
      • Xola will allow you to refund the whole value of the booking including the Flexible Refund fee, but note that the Flexible Refund fee will NOT be returned to you. 

Note: Xola recommends you NEVER refund a customer who has opted in for Flexible Refunds. Let them go through the Flexible Refund link to request a refund from the Protect Group. 

  • If you switch experience: 
    • The Protect Group may not offer Flexible Refunds to the second experience the booking was switched to. Post switch, the Flexible Refund will still show on the booking.
    • Xola will update the Protect Group of the change and reach out if there are any issues. 
  • The following actions have no effect on the Flexible Refund: 
    • Add a coupon
    • Add a charge
    • Add/Reduce quantity of add ons
    • Modify taxes and fees

Reports

  • After a customer opts in for Flexible Refund, Xola will create a transaction that reduces your balance by the fee amount. Those transactions can be seen by checking your Earning Report, and you will see the source as the Protect Groups logo:

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    Flexible Refunds fee will also be shown in the custom booking report, where additional column will be visible:

    476706d6-0472-4a23-970f-593841d31ed2.png
    Also, the transaction report, export excel file will have additional column and row showing the cumulative Flexibel Refund fee, shown as App Fee, in summary sheet:
    102b6a6c-48ca-4134-8f43-d23e1b60dd57.png

    And individual transactions on ‘transactions’ sheet will have a new App Fee column as well as proper new method and source field values:a29c0013-9a32-4bf3-8f88-68fc2364d270.png

FAQ

Q: Do I have to turn this Flexible Refund on for all my listings? 

A: No, you can select which listings you want to offer Flexible Refunds, using the product selector under Settings> Apps> Flexible Refund> Configure 

 

Q: Does Flexible Refunds work for Manual Accept Bookings?

A: No, Flexible refunds will only work if the listing is on Auto Accept in your Settings> Preferences. 

 

Q: Can a customer still issue a chargeback or dispute?

A: Yes, a customer could still issue a chargeback or dispute

 

 

 

 

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