Customer requests a cancellation to paid Order or OrderItems

Owned by Vanni Sanvincenti
Last updated: 16 Apr 2024
2 min read

Description

This use case illustrates various types of cancellations requested by the Seller, with the following variations of outcomes:

  • A refund to the original form of payment (full or partial).

  • Application of penalties, both netted and non-netted.

  • Disclosure of forfeited amounts due to non-refundable pricing components (e.g. taxes).

  • Creation of value store and/or reusable OrderItems in cases where refunds are not triggered.

  • Scenarios where refunds are triggered only once penalties have been paid.

The use cases listed above constitute the different variations of the main flow.

There are currently known issues regarding the reshopping mechanism specific to Value Store scenarios, whereby it is not clear to the Seller, within the reshopping response, that the Value Store OrderItem does not need to be paid, as this would already be covered by the residual value in the cancelled OrderItem. Value Store scenarios are expected to make use of Taxonomy Code “33F4“ in the Service Definition.

 

Full Refund

Partial Refund and Forfeited

Full Value Store

Additional Collection, Forfeited and Refund

Reusable

 

Full Refund

Partial Refund and Forfeited

Full Value Store

Additional Collection, Forfeited and Refund

Reusable

Penalty

 

✅

 

✅

 

Penalty netting

 

✅

 

 

 

Forfeited amounts

 

✅

 

✅

 

Payment allocation

✅

✅

✅

✅

✅

Hold value status

 

 

 

 

✅

Full refund

✅

 

 

 

 

Partial refund

 

✅

 

✅

 

Capabilities

Seller Initiated Change to an Order

Retrieve an Order

Main Flow

Step

Message

Description

01

OrderRetrieveRQ

Seller optionally requests retrieval of an existing OrderID.

02

OrderViewRS

Airline provides the most recent version of the requested Order.

03

OrderReshopRQ

Seller requests the cancellation a full Order or specific OrderItem(s). In some cases, the Seller specifies if a refund is required or if they intend to later reshop with any potential residual values.

04

OrderReshopRS

The airline returns one or more cancellation Offersthat may present the same value or lower, driving different outcomes in terms of refund or representation of residual amounts.

05

OrderChangeRQ

Seller confirms cancellation operation by selecting the OfferID of the cancellation Offer.

06

OrderViewRS

Airline returns confirmation of cancellation, displaying all cancelled OrderItems and Services, as well as any potential refunds associated with the cancellation.

Diagram

 

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