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1. Overview

The Query Reopen module allows to reopen completed queries for:

• Cancellation Requests → When a customer wants to cancel a booking
• Date Change Requests → When a customer wants to modify travel dates

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2. Access

Feature	Access
Reopen Query	✅ Allowed (after query is Done)
Initiate Cancellation	✅ Allowed
Initiate Refund	✅ Allowed
Complete Refund	✅ Allowed
Approve Payment	❌ Not Allowed

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PART 1: CANCELLATION REQUEST FLOW

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3. When to Use Cancellation

Use this when:

• Customer wants to cancel booking
• Booking is already marked Done

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4. How to Raise a Cancellation Request

Step-by-Step

1. Open the Query Details Page
2. Ensure query status is Done
3. Click on “Reopen” dropdown (top-right)
4. Select “Cancellation Request”
5. A side panel opens:
   • Assign to Manager/Admin
   • Enter remarks
6. Click Submit

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One-Line Explanation

• Reopen Dropdown → Used to reopen completed queries
• Cancellation Request Option → Starts cancellation workflow
• Remarks Field → Add reason for cancellation

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5. Initiate Cancellation Payment

After submission:

1. Open Sent Quotation Section
2. Click “Initiate Cancellation”
3. Enter:
   • Payment Date
   • Cancellation Amount
   • Payment Method
4. Submit

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One-Line Explanation

• Cancellation Amount → Charge applied for cancellation
• Payment Method → Mode of payment (Cash/Online/etc.)

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6. Initiate Refund (After Manager Approval)

Once manager completes payment:

1. Click “Initiate Refund” (Enabled Button)
2. Enter:
   • Refund Date
   • Refund Amount
3. Submit

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One-Line Explanation

• Refund Amount → Amount returned to customer
• Refund Date → Date refund is processed

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7. Complete Refund

1. Select “Complete Refund” option
2. Enter refund completion date
3. Click Complete Refund

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Final Result

• Query status becomes Closed
• Booking status becomes Cancelled

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Daily Usage

• Handle cancellation requests promptly
• Ensure correct charges and refund values
• Follow up after manager approval to complete refund

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Important Notes

• Refund can only be initiated after manager marks payment as complete
• Incorrect amounts may cause financial discrepancies
• Always add clear remarks for tracking

PART 2: DATE CHANGE REQUEST FLOW

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8. When to Use Date Change

Use this when:

• Customer wants to reschedule travel dates

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9. How to Raise Date Change Request

Step-by-Step

1. Open Query Details Page
2. Click Reopen Dropdown
3. Select “Date Change Request”
4. In side panel:
   • Assign to Manager/Admin
   • Enter new travel date
   • Add remarks
5. Click Submit

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One-Line Explanation

• New Travel Date → Updated travel schedule
• Remarks → Reason for date change

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10. After Submission

• Query gets reopened
• Agent can:
  • Create new quotation
  • Continue booking flow

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Final Result

• Query continues with updated travel date
• Booking follows normal process again

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Daily Usage

• Confirm new dates before submitting
• Quickly regenerate quotation to avoid delays