Air Tickets Exchange and Refund - История изменений

Кристина Киреева: /* Automated exchange process */

2020-10-13T14:00:23Z

‎Automated exchange process

Кристина Киреева в 13:57, 13 октября 2020

2020-10-13T13:57:40Z

Илья Шалетин в 10:13, 21 марта 2020

2020-03-21T10:13:13Z

Илья Шалетин: /* Settings */

2019-06-20T15:46:52Z

‎Settings

Илья Шалетин в 11:54, 18 июня 2019

2019-06-18T11:54:34Z

Илья Шалетин: /* Manual claims work principle */

2019-06-18T11:42:22Z

‎Manual claims work principle

Илья Шалетин: /* Manual claims work principle */

2019-06-18T11:41:17Z

‎Manual claims work principle

Илья Шалетин: Новая страница: «Категория:Модули Категория:Дополнительные модули‎ '''Exchange and refund''' - component of {{NameSystemLink}…»

2019-06-18T11:34:45Z

Новая страница: «Категория:Модули Категория:Дополнительные модули‎ '''Exchange and refund''' - component of {{NameSystemLink}…»

Внесённые изменения

@@ Строка 261: / Строка 261: @@
 On the page of the created claim, the search form for a new flight for exchange opens, where you should specify the parameters of the new search. Upon completion of the search a list of available options for the exchange, obtained from the GDS, is displayed.
 The page with the results of exchange options is similar to the search results page, but there are several differences: the window with the flight for exchange contains information about the return of funds or the additional payment for the exchange. Clicking on the hyperlink will display the '''«Price Detail»''' form, which contains the following data: <br>
 * Flight price — includes the cost of a new flight from the supplier + fees/discounts from agent pricing;

@@ Строка 229: / Строка 229: @@
 Automated returns are carried out while interacting with the GDS in several stages. At the first stage, the amount to be returned is requested. At the second stage, the ticket refund is executed.<br>
-To begin working with this functionality, it is necessary to enable the automatic mode for the '''Refund and exchange method''' and set the refund penalty in the  а также задать размер штрафа за возврат в поле '''Penalty amount for one ticket''' ''(optional)''.<br>
+To begin working with this functionality, it is necessary to enable the automatic mode for the '''Refund and exchange method''' and set the refund penalty in the '''Penalty amount for one ticket''' ''(optional)''.<br>
 === Automated refund process ===
@@ Строка 236: / Строка 236: @@
 <span style="background-color: rgb(255, 240, 245)"><span style="font-size: large"><span style="color: rgb(255, 0, 0)">!</span></span> Partial refund is not supported for automated return. Only full refund of all segments is available.<br>
-At the same time with the creation of the claim, the Websky system sends a request for the amount to be returned to the GDS. Based on the amount received and the penalty specified in the '''Размер штрафа за возврат одного билета''' setting, the amount that will be returned to the user is determined. It is important to understand that the refundable amount is calculated as ''Refund amount from GDS - Penalty from the settings''. Notification of the calculation is sent to the address of the letter’s hidden copy and to the address specified in the claim.<br>
+At the same time with the creation of the claim, the Websky system sends a request for the amount to be returned to the GDS. Based on the amount received and the penalty specified in the '''Refund fee per one ticket''' setting, the amount that will be returned to the user is determined. It is important to understand that the refundable amount is calculated as ''Refund amount from GDS - Penalty from the settings''. Notification of the calculation is sent to the address of the letter’s hidden copy and to the address specified in the claim.<br>
 If the amount of the penalty from the settings exceeds the value received from the supplier, then the amount to be paid will be charged; so the user (order owner) will have to make a payment.<br>

@@ Строка 1: / Строка 1: @@
 [[Категория:Модули]] [[Категория:Дополнительные модули‎]]
-'''Exchange and refund''' - component of {{NameSystemLink}} online tickets booking used to adjust the process of air tickets exchange and refund online.
+'''Exchange and refund''' - component of Websky online tickets booking used to adjust the process of air tickets exchange and refund online.
 ==Purpose==
@@ Строка 31: / Строка 31: @@
 == Enabling the component ==
-''Exchange and refund'' component is connected by the administrator of the commercial department of the {{NameSystemLink}} system. If you wish to begin using the '''Exchange and refund''' component, create a ticket with a request in [http://helpdesk.nemo.travel {{NameSystem}} project tracker].
+''Exchange and refund'' component is connected by the administrator of the commercial department of the Websky system. If you wish to begin using the '''Exchange and refund''' component, create a ticket with a request in [http://helpdesk.nemo.travel Websky project tracker].
 == Component adjustment ==
@@ Строка 105: / Строка 105: @@
 === Claim processing ===
-The application processing in the {{NameSystem}} system consists of the following steps:
+The application processing in the Websky system consists of the following steps:
 # Calcualtion of the refund price or additional payment and entering the date, until which the calculation will be valid (executed by system manager/expert).
 # Confirmation of consent to the calcualtion by sending an application (executed by the order owner or manager/expert).
@@ Строка 236: / Строка 236: @@
 <span style="background-color: rgb(255, 240, 245)"><span style="font-size: large"><span style="color: rgb(255, 0, 0)">!</span></span> Partial refund is not supported for automated return. Only full refund of all segments is available.<br>
-At the same time with the creation of the claim, the {{NameSystemLink}} system sends a request for the amount to be returned to the GDS. Based on the amount received and the penalty specified in the '''Размер штрафа за возврат одного билета''' setting, the amount that will be returned to the user is determined. It is important to understand that the refundable amount is calculated as ''Refund amount from GDS - Penalty from the settings''. Notification of the calculation is sent to the address of the letter’s hidden copy and to the address specified in the claim.<br>
+At the same time with the creation of the claim, the Websky system sends a request for the amount to be returned to the GDS. Based on the amount received and the penalty specified in the '''Размер штрафа за возврат одного билета''' setting, the amount that will be returned to the user is determined. It is important to understand that the refundable amount is calculated as ''Refund amount from GDS - Penalty from the settings''. Notification of the calculation is sent to the address of the letter’s hidden copy and to the address specified in the claim.<br>
 If the amount of the penalty from the settings exceeds the value received from the supplier, then the amount to be paid will be charged; so the user (order owner) will have to make a payment.<br>
@@ Строка 274: / Строка 274: @@
 If a full exchange of tickets is made for all passengers, then upon completion of the exchange information about the new flight and / or tickets will be displayed in the main order.
 If an error occurs in the exchange process with a price reduction, the funds will be returned, in which case the exchange must be carried out through the terminal.
-During the exchange, an EMD with a refund price can be generated. Documents are returned automatically immediately after the exchange is completed or after a while, depending on the settings on the Amadeus side. The time is set in the GDS requisites on the {{NameProject2}} side - '''Hours before RSVR EMD can be returned'''. Depending on how the requisites are configured on the Amadeus side, it is supposed to set the value of this setting. The system {{NameSystemLink}} supports the manual return of the EMD using the «End Exchange» button. It is important to note that the action is available only if an EMD is generated for refund and their automatic refund is not available.
+During the exchange, an EMD with a refund price can be generated. Documents are returned automatically immediately after the exchange is completed or after a while, depending on the settings on the Amadeus side. The time is set in the GDS requisites on the {{NameProject2}} side - '''Hours before RSVR EMD can be returned'''. Depending on how the requisites are configured on the Amadeus side, it is supposed to set the value of this setting. The system Websky supports the manual return of the EMD using the «End Exchange» button. It is important to note that the action is available only if an EMD is generated for refund and their automatic refund is not available.
 == Getting a refund and exchange EMD ==
-When a return, exchange or revalidation is made, EMD is issued for penalties for difference from the reduction of fare and/or taxes. The {{NameSystem}} system forms the EMD document and sends it to the customer’s address, and a copy goes to the address from the «E-mail Address for Copies of Notifications» setting. To form the document, the system uses the template specified in the settings at '''«System settings →  Notifications and documents →  E-mail settings»'''.
+When a return, exchange or revalidation is made, EMD is issued for penalties for difference from the reduction of fare and/or taxes. The Websky system forms the EMD document and sends it to the customer’s address, and a copy goes to the address from the «E-mail Address for Copies of Notifications» setting. To form the document, the system uses the template specified in the settings at '''«System settings →  Notifications and documents →  E-mail settings»'''.
 The list of actions with the order presents the possibility of unloading EMD.
 == Transferring the automated claim to manual ==
-The {{NameSystemLink}} system supports the possibility to switch the request processing mode from automated to manual. Claim transferring can be performed by the user manually or by the system automatically.<br>
+The Websky system supports the possibility to switch the request processing mode from automated to manual. Claim transferring can be performed by the user manually or by the system automatically.<br>
 Automatic transferring is performed if:
 * Selected requisite package in the '''Requisites for automatic exchanges and refunds''' is different from the ones in which the order was created.

@@ Строка 69: / Строка 69: @@
 * '''Enable seat removal when sending a return claim''' — the option includes automatic seat removal  in the GDS when sending a claim for a return ticket. If all passengers are selected for the refund, then an appropriate request for the removal of seats is sent to the GDS. If a part of the passengers is selected for the refund, before sending a seat removal request, the passengers who do not require a refund are allocated to the new PNR (split), and for the remaining passengers in the order, the seat removal is carried out. <span style="background-color: rgb(255, 240, 245)"><span style="font-size: large"><span style="color: rgb(255, 0, 0)">!</span></span> '''The setting works only with GDS Sirena Travel and Amadeus! The setting is taken into account only in the manual refund mode; if the automatic mode is used, the activity connected to this setting is not counted.'''
 <span style="background-color: rgb(255, 240, 245)"><span style="font-size: large"><span style="color: rgb(255, 0, 0)">!</span></span> Orders with removed seats will be displayed in the personal account page '''Seats removed after ticketing''' queue only if the '''Enable seats release ability''' setting, available through '''Product control →  Aviatickets →  Processes →  Ticketing process'''.
-*'''Allow claim manageable for booking without tickets''' — настройка разрешает перевести обмен в ручной режим, если в процессе обмена от поставщика не вернулись номера билетов.
+*'''Allow claim manageable for booking without tickets''' — the setting allows you to transfer the exchange to manual mode if the ticket numbers were not returned from the supplier during the exchange.
 *'''List of EMD on refund''' — Has the following format: SU:RSVR,PENF;UT:MISC. For this setting to function, administrator must:
 # Go to '''Technical support → {{NameProject2}} web services →  Communication settings''' section.

@@ Строка 26: / Строка 26: @@
 * in case of guaranteed refund, the category of auto refunds is used, the priority of this category is higher;
 * for non-guaranteed return, a category with a description of penalties is used, which is launched only if no guaranteed return is available.
 The launch of a non-guaranteed refund can be disabled in the Office ID settings on the GDS Amadeus side.
@@ Строка 74: / Строка 73: @@
 # Go to '''Technical support → {{NameProject2}} web services →  Communication settings''' section.
 # Enable the '''List of EMD on return''' in the '''Use nemo1 settings in avia for sections'''.
 ==Manual claims work principle==
@@ Строка 89: / Строка 87: @@
 Also there is a '''«Service information»''' button on this page, by clicking which, the detailed information on the order is shown. There, in the '''«Related orders»''' line, all the links to present claims can be found.<br>
 '''''While sending a refund claim''''' it is necessary to choose its type: voluntary or involuntary (the system offers help in making this decision by hints about what returns can be considered as involuntary or voluntary, the hint text itself is edited in the «Language Resources» section.).<br>
@@ Строка 99: / Строка 96: @@
 To complete, you must specify or edit the contact information, which is loaded by default from the customer form on the order page, and click '''«Send claim»'''. The order will be synchronized with the GDS and the claim with the status ''«New refund claim»'' will be created. Additionally, notifications will be sent to the client’s and agent’s email: ''«New ticket refund claim»'', its design is adjusted in '''«Letter templates»'''.<br>
+'''''While creating an exchange claim''''', the client describes the desired changes in free form, for example departure time change, then he fills in or edits the contact data. And after pressing the '''«Send claim»''' button, the order is syncronized with GDS, and the claim with the ''«Send ticket exchange claim»'' status with client’s comments is sent to the agency, and its copy is sent to the client (e-mail notification).<br>
 === Restrictions for claim creation ===
@@ Строка 220: / Строка 216: @@
 ==== Booking import from GDS ====
-Последним этапом обработки заявки является импорт новой брони из GDS. Для проведения импорта необходимо указать номер PNR в системе поставщика и выбрать ''пакет реквизитов, в котором создан заказ''. После успешного проведения импорта статус заявки изменится на ''«Выполнено»''. <br>
-Завершить обмен или возврат по заявке, не требующей импорта брони можно, включив флажок '''«Не импортировать новый PNR»''' и нажав кнопку '''«Завершить обмен»''' или '''«Завершить возврат»'''.
+The final stage of processing a claim is to import a new booking from the GDS. To carry out the import, you must specify the PNR number in the supplier’s system and select the ''requisites package in which the order is created''. After a successful import, the status of the request will change to ''«Completed»''. <br>
-По выполнению заявки на странице основного заказа будет показано сообщение о выполненном возврате или обмене. <br>
+You can complete the exchange or refund of a claim that does not require booking import by turning on the '''«Do not import new PNR»''' and pressing the '''«End exchange»''' or '''«End refund»''' button.
 ==== Rejecting the claim  ====
 The manager and expert of the agency / sub-agency can reject the user's application at all stages of its processing up to the import of a new reservation. Clicking on the “Reject request” button opens a form for entering the reason for rejection, which will be visible to the user. Filling in the cause is optional. The rejection of the application is logged and displayed in the table “History of changes in the application”, as well as a notification is sent to the e-mail specified during the creation of the application. Notification template can be set in the '''« System settings →  Notifications and documents →  Letter templates»''' section . Template name is "Request for return or exchange rejected (type_book_return_rejected)".
@@ Строка 245: / Строка 243: @@
 If a full ticket refund is made for all passengers, then upon completion of the refund, the main order will become '''«Canceled»''', and all additional services will be canceled. Cancellation of additional services can be carried out only with a full refund.<br>
 Upon completion of the ticket return operation, the main order page will display a message '''«Refund was made»''' или '''«Partial refund was made»'''.
 == Automated exchange ==

@@ Строка 192: / Строка 192: @@
 <span style="background-color: rgb(255, 240, 245)"><span style="font-size: large"><span style="color: rgb(255, 0, 0)">!</span></span> The algorithm for calculating the total cost includes a breakdown of the agency and subagency fee and the payment gateway markup in proportion to the fare price for a particular passenger in the total amount of the order, i.e. the higher the fare price, the greater the part of the fee for it.
 ==== Calculation validity ====
@@ Строка 200: / Строка 199: @@
 After the deadline specified on the claim, any actions with it become unavailable, it can only be canceled. The client will need to create a new claim with the current recalculation from the manager/expert.
 ==== Confirmation of consent ====
@@ Строка 209: / Строка 207: @@
 Letter template is customized in the '''«System settings →  Notifications and documents →  Letter templates → Request for return or exchange approved (type_book_return_approved)»'''.<br>
 The text of the claim can be viewed by clicking on the link ''text of the application'' on the application page, and the document template is configured in the '''«System settings →  Notifications and documents → Documents →  Flight Documents → Booking claim»''' section. The claim is sent to the agent and the client’s e-mail.<br>
 ==== Refund or additional payment by claim ====
@@ Строка 221: / Строка 218: @@
 Additional payment by the claim is similar to the one by the main order. For payment, the user can choose one of the configured payment gateways, while in the change history a link to the payment transaction will be available for the manager of the main agency. The list of available payment gateways is regulated in the filtering section of a specific payment gateway in the '''Finances →  Payment methods →  Gateway control'''.<br>
 <span style="background-color: rgb(255, 240, 245)"><span style="font-size: large"><span style="color: rgb(255, 0, 0)">!</span></span> Only the order author can make a payment, so the manager/expert cannot see the payment block.<br>
 ==== Booking import from GDS ====
@@ Строка 227: / Строка 223: @@
 Завершить обмен или возврат по заявке, не требующей импорта брони можно, включив флажок '''«Не импортировать новый PNR»''' и нажав кнопку '''«Завершить обмен»''' или '''«Завершить возврат»'''.
 По выполнению заявки на странице основного заказа будет показано сообщение о выполненном возврате или обмене. <br>
 ==== Rejecting the claim  ====

@@ Строка 101: / Строка 101: @@
 '''''When creating an exchange claim''''', the client describes the desired changes in free form, for example departure time change, then he fills in or edits the contact data. And after pressing the '''«Send claim»''' button, the order is syncronized with GDS, and the claim with the ''«Send ticket exchange claim»'' status with client’s comments is sent to the agency, and its copy is sent to the client (e-mail notification).<br>
 === Restrictions for claim creation ===
@@ Строка 169: / Строка 168: @@
 ==== Fee calculation mechanism ====
-Для расчета стоимости к возврату или доплате по заявке менеджеру или эксперту нужно заполнить определенные поля, указав в них сборы/штрафы/удержания за возврат или обмен. Для заполнения доступны следующие поля:<br>
+To calculate the price of the refund or surcharge by claim, the manager or expert needs to fill in certain fields, indicating fees/penalties/retentions for refund or exchange. The following fields are available for filling:<br>
 * Refund fee
 * Retention for used route section