Cancellation requests submitted by a camper will now automatically clear the reservation from your calendar! These steps will show you how to manage cancellations requiring action and may require a refund.

To learn more about the differences between Structured Cancellation Policies and Freeform Cancellation policies, please click here to view our help article. 

Managing Cancellation Requests with Structured Cancellation Policy

1. Login to your RoverPass Owner Portal and you will be automatically directed to your dashboard.

2. On your dashboard, go to the Action Center and open the Refund Evaluations tab. This displays all reservations that were automatically cancelled by the camper and may require a refund to be processed.

Tip: If you have any reservations that require action, you will see a red banner at the top of your screen showing how many reservations require action and may need a refund to be processed.

3. Click the reservation's Reservation number in the Refund Evaluations list to open its full details. At the top of the reservation you will see a red notice stating "This reservation was automatically cancelled, as requested by the traveler. Please review your cancel policy and process the refund accordingly."

4. Open the Refund tab at the top of the reservation. This is where you process the refund for the camper. For further information on how to process a refund, click here to view our help article.

5. If you're using a Structured Cancellation Policy, the refund percentage will automatically be calculated based on when the camper cancels their reservation. The Maximum Refund Amount will be displayed accordingly.

If you'd like to issue a different refund amount, simply enter the desired amount in the refund field, then click Submit Refund.

Please Note: If you do not have a Structured Cancellation Policy in place, we will be unable to calculate the suggested percentage for you. Please take a look at our Structured Cancellation Policies here for more information. 

6. Once you have processed the refund, return to the Overview tab to see the status of the reservation. In the red box stating details on the automatic cancellation, select Refund Processed to confirm the process is complete.

Managing Cancellation Requests with a Freeform Cancellation Policy

1. Follow Steps 1-4 Above

2. For Freeform Cancellation Policies, please refer to your cancellation policy to determine the amount needed to be refunded to the customer. The amount field will be blank, and you can type in the refunded amount due, then click Submit Refund.

3. Once you have processed the refund for the cancellation request, return to the Overview tab and select Refund Processed in the red box to confirm the process is complete.

Undoing a Cancellation Made by Mistake

If a reservation was canceled by mistake and needs to be restored, you can click on the ´Reopen Reservation´button in the Quick Actions section:

If a non-refundable reservation is automatically cancelled, you can simply select No Refund Due in the red action box.