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Cancel a Ticketed Order (Refund)

This guide walks you through the end-to-end process of cancelling a ticketed order and processing a refund in the NuFlights Travel Workbench.

Prerequisites​

Before starting the cancellation process, you must retrieve the order you wish to cancel. Refer to the Retrieve an Order guide for detailed instructions.

Step 1: Initiate Cancellation​

Once you have opened the details of a ticketed PNR:

  1. Locate the Cancel Order button in the top right corner of the page.
  2. Click the button to begin the process.

Clicking the Cancel Order button

Clicking the Cancel Order button

Step 2: Confirm Intent​

A confirmation notification will appear asking if you want to proceed with cancelling all items in the order.

  • Click Proceed to continue to the pricing and policy review page.

Confirming the intent to cancel

Confirming the intent to cancel

Step 3: Review Policies and Select Type​

The system will redirect you to the cancellation and refund process policies page. Here, you can review:

  • Updated fare details and the applicable refund amount.
  • Cancellation policy rules.

Choose Cancellation Type​

You will be presented with two options:

  1. Cancel with Refund: Cancels the itinerary and processes a refund to the original payment method.
  2. Cancel with Retain Ticket: Cancels the itinerary but retains the tickets for future use (useful for future credits).

For this tutorial, select Cancel with Refund.

Selecting Cancel with Refund

Selecting Cancel with Refund

Step 4: Confirm and Finalize​

After selecting the refund option, click the red Cancellation with Refund button at the bottom of the page.

Final confirmation button

Final confirmation button

Step 5: Verify Status and Refund Details​

A success message will appear indicating that the booking was cancelled successfully.

  1. Click View Order to return to the order details page.
  2. Verify that the order status now shows as Cancelled (RF).

Successfully cancelled status

Successfully cancelled status

Viewing the Refund Amount​

Once the cancellation with refund is processed, you can view the refunded amount directly in the Order View page:

Refund tab in Order Price section showing refund breakdown

Refund tab in Order Price section showing refund breakdown

  1. Scroll down to the Order Price section.
  2. Click on the Refund tab (next to the Sales tab).
  3. The refund breakdown will be displayed, including:
    • Base Fare – The base fare amount refunded.
    • Taxes – The tax amount refunded.
    • Airline Charges – Any applicable airline charges.
    • Paid Seats (incl. taxes) – Refund for any paid seat selections.
    • Ancillaries (incl. taxes) – Refund for any ancillary services.
    • Net Price – The total refund amount processed.

Additional Guidance​

Retain Ticket vs. Refund​

  • Refund: Use this when the passenger wants their money back (subject to airline fees).
  • Retain Ticket: Use this when the passenger plans to rebook later. This cancels the current segments but keeps the ticket record active in the airline system for a future exchange.