| A | B |
|---|
| Manual Amendment (CVV) | Check the notes of what need to be changed in the booking and process the amendment (contact the hotel in case of manual amendment) |
| Allotment alert (Cannot cut allotment) | Handle as per Allotment alert procedure |
| Amendment status: Allotment error | Cancel the previous amendment in the Charge tab. Try to process the auto or manual amendment again based on the allotment availability; contact the hotel in case of manual amendment |
| Booking Due DMC (Amendment) | Contact the hotel to follow up the amendment. Once it’s confirmed, click “Confirm” button |
| Recur error | If the booking was amended, check if it was processed correctly, so recur amount is not less than the selling price. If it is the case, click Amend to DMC and Confirm to adjust the recur amount |
| CC Manual Refund (CXL) | If the booking was made more than 24 hrs ago (by credit card), try to process a refund again. If XML booking, add the cancellation fee and process a refund if applicable. |
| Manual CVV - BNPL | If the customer called about this booking, explain him the situation, input the card details in EBE and charge the card. Ping TL/senior agent to override the booking status |
| Routed to Manual Box (Problem) | handle as per XML error procedure |
| Booking Due DMC (Cancellation) | Send a cancellation email to the hotel. Call the hotel to confirm the cancellation |
| Routed to Manual box (Wait >48 hrs) | Contact the hotel to follow up the amendment. Once it’s confirmed, click “Amend to DMC” and then “Confirm” buttons |
