Изменения

[[Категория:Модули]] [[Категория:Дополнительные модули‎]]

==Purpose==

* 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.

== Enabling the component ==

== Component adjustment ==

* '''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'''.

*'''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.

# Enable the '''List of EMD on return''' in the '''Use nemo1 settings in avia for sections'''.

==Manual claims work principle==

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>

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>

=== Restrictions for claim creation ===

=== Claim processing ===

# 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).

==== Booking import from GDS ====

==== 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)".

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>

=== Automated refund process ===

<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>

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>

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 ==

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;

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.

== Getting a refund and exchange EMD ==

The list of actions with the order presents the possibility of unloading EMD.

== Transferring the automated claim to manual ==

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.