This capability allows the Airline to provide the refundable amount due for an existing Order that the Customer wishes to cancel or change.
This capability allows the Seller to request the refundable amount due for an existing Order that the Customer wishes to cancel or change.
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Following the recent improvements to servicing functionalities as of v19.2, refunds can be requested by Sellers cancelling or replacing OrderItems by either omitting or setting the Respend Indicator to “false” during an OrderReshopRQ request:
If the RespendInd is set to true, the customer is instead requesting that any residual values on a change or cancellation be maintained within the Order so they can be reused at a later stage in subsequent reshopping.
For details on servicing functionality, see the following section of the Online Implementation Guide:
Once the Seller states their intention regarding any residual amounts (in this case, to be refunded), the reshopping operation is confirmed via OrderChangeRQ and the Airline would proceed with an instant refund of whatever refundable amounts are detailed within OrderReshopRS’s price differential:
in case of a change:
in case of a cancellation:
The price differential factors in all pricing components, comparing the old OrderItem being changed versus the new OrderItem replacing it (including refundable or non-refundable taxes and fare components). This amount, together with any applicable penalty fees, drives the total refundable amount that the Seller can expect to receive.
Some Airline may require the customer to pay for penalty fees prior to triggering the refund process, while other may wish to simply net the penalty amount into the refundable amount to provide a total net amount. The Airline will indicate whether or not the penalties fees are netted through the following indicator:
Consequently, the GrandTotalAmount of an OrderItem will reflect the value of the OrderItem plus or minus the penalty fees (depending on whether they are netted):
The resulting OrderViewRS from a refund request will present the successful refund as a payment transaction with a negative amount: