Tour Cancel Request

Cancel / Refund / Reshceduling Policy

Complaint

  1. Details: Customer who joined a tour is requesting a full refund with a complaint
  2. Expected Action: Merge to complaint manual
  3. Tag on FreshDesk: Complaint
  4. Action Flow: Refer to complaint manual
  5. Necessary Information: None
  6. Operation Manual: None
  7. Message Template: None

Due to Sick / Public Transportation Delay

  1. Details: Customer is requesting a full refund because either A) He/she could not/will not be able to join the tour due to sickness/injury, or B) could not/will not be able to join the tour due to public transportation delay
  2. Expected Action: Request to submit an official documentation
  3. Tag on FreshDesk: Booking Info Change Requests
  4. Action Flow: None
  5. Necessary Information: Customer's Name, Tour Group
  6. Operation Manual: None
  7. Message Template: None
Hi, 
We are really sad to hear that `you are sick/injured or `the public transportation was delayed`. According to our cancel / rescheduling policy, we kindly request you to provide us with an official documentation for your cancellation.
We understand this may bother you, but since we covered the cost to organize the tour once it has reached the cancellation limit, we appreciate your understanding for this policy.
Please kindly submit a screenshot of the documentation in this email. As soon as we receive it, we will issue a full refund for your booking.
Hope you have a great time for the rest of your stay in Japan.
Best regards,
`Operator Name` from MagicalTrip Support Team

Wrong Booking Information (Wrong Booking Date) requested within 24hours after booking

  1. Details: Customer who booked the tour for a wrong date is requesting a cancellation / refund within 24hours after booking
  2. Expected Action: Reply and Take Over to MagicalTrip to issue half refund
  3. Tag on FreshDesk: Booking Info Change Requests
  4. Action Flow: None
  5. Necessary Information: Customer's Name, Tour Group, Booking Created Time
  6. Operation Manual:

How to check Customer's Booking Created Time

  1. Message Template: 
Hi, 
Thanks for informing us!
We are really sad to hear that.
We are afraid but we cannot issue a full refund in this case.
We understand this may bother you, but since we covered the cost to organize the tour once it has reached the cancellation limit, we appreciate your understanding for this policy.
As we checked our system, we received your booking to `tour date`.
Due to these reasons above, we can only issue a half refund, unfortunately.
We are afraid but we appreciate your understanding.
Please kindly make a reservation again for the tour.
We look forward to seeing you on the tour.
Best regards,
`Operator Name` from MagicalTrip Support Team

Wrong Booking Information (Wrong Booking Date) requested after more than 24hours from booking

  1. Details: Customer who booked the tour for a wrong date is requesting a cancellation / refund after more than 24hours from booking
  2. Expected Action: Reply
  3. Tag on FreshDesk: Booking Info Change Requests
  4. Action Flow: None
  5. Necessary Information: Customer's Name, Tour Group, Booking Created Time
  6. Operation Manual:

How to check Customer's Booking Created Time

  1. Message Template: 
Hi, 
Thanks for informing us!
We are really sad to hear that.
We are afraid but we cannot issue a full refund in this case.
We understand this may bother you, but since we covered the cost to organize the tour once it has reached the cancellation limit, we appreciate your understanding for this policy.
As we checked our system, we received your booking to `tour date`.
Due to these reasons above, we cannot issue a full refund, unfortunately.
We are afraid but we appreciate your understanding.
Please kindly make a reservation again for the tour.
We look forward to seeing you on the tour.
Best regards,
`Operator Name` from MagicalTrip Support Team

Missed Tour due to Cannot Find Guide

  1. Details: Customer who could not join the tour since he/she could not find the guide at the meeting point is requesting a full refund
  2. Expected Action: Reply and full refund
  3. Tag on FreshDesk: Booking Info Change Requests
  4. Action Flow: None
  5. Necessary Information: Customer's Name, Tour Group
  6. Operation Manual:

How to issue a full refund

  1. Message Template: 
Hi, 
Thanks for informing us!
We are really sad to hear that you could not meet up with the tour group at the meeting point.
As we have checked with our guide, the gruop was waiting for you until `10 minutes after the reservation time`.
However, since we had other customers in the group, the gruop had to leave.
We will issue a full refund your booking, so please kindly check your account.
Also, if you can join the tour on other dates, we would appreciate you book our tour again.
We hope we can see you again on the tour.
Best regrads,
`Operator Name` from MagicalTrip Support Team

Cancel / Refund Request due to other reasons

  1. Details: Customer is requesting a full refund for reasons other than those mentioned above
  2. Expected Action: Reply
  3. Tag on FreshDesk: Booking Info Change Requests
  4. Action Flow: None
  5. Necessary Information: None
  6. Operation Manual: None
  7. Message Template:
Hi, 
Thanks for informing us!
If you are trying to cancel a tour, please cancel from the link in the booking confirmation email. 
If you are unable to cancel from the link, that means the deadline to cancel has already passed. 
Unfortunately, we cannot cancel and issue a full refund in this case according to our cancel policy shared in the confirmation email.
https://www.magical-trip.com/cancellation-policy
To organize tours, we need to cover some costs once it has reached the cancellation limit.
Due to this reason, we are afraid but we cannot issue a refund.
In the case if you cannot find your booking confirmation email, you can receive it again from the link below.
https://www.magical-trip.com/help/confirmation-email-recovery
We appreciate your understanding and hope you have a great time in Japan!
Best regrads,
`Operator Name` from MagicalTrip Support Team

Cancel request from customers who booked on MagicalTrip

  1. Details: Customer who booked via MagicalTrip is requesting a cancellation/refund
  2. Expected Action: Reply
  3. Tag on FreshDesk: Booking Info Change Requests
  4. Action Flow: None
  5. Necessary Information: Source of booking (if the inquiry came via a form, the booking is likely to be from MagicalTrip)
  6. Operation Manual: None
  7. Message Template: DO NOT SEND the template below if the message from customer contains a complaint. Refer to the complaint manual in this case.

Complaint

Also, DO NOT SEND the template if the customer is already aware of the policy, and is sending the offical documentation to prove public transportation delay or sickenss. 

Hi,
Thank you for informing!
If you are trying to cancel a tour which has not taken place yet, please cancel from the link in the booking confirmation email. 
If you are unable to cancel from the link, that means the deadline to cancel has already passed. 
Unfortunately, you cannot cancel and receive a refund in this case, unless you were late due to public transportation delay or sickness. 
This is because We need to reserve the venues in advance, and we have already paid the cost to conduct the tour. 
Thus, we cannot issue a full reufund once it reaches the cancellation deadline. 
Please refer to our cancellation policy for further details. 
https://www.magical-trip.com/cancellation-policy
I appreciate your understanding. 
If you cannot find your confirmation email, please access the link below, and re-send the confirmation email to the account you entered when you booked our tour. 
https://www.magical-trip.com/help/confirmation-email-recovery
Also, please check your spam/promotional email box as well. 
If you are trying to cancel a tour due to public transportation delay, sickness, or any other special cirucumstances, please access the cancellation link from the confirmation email. If you proceed, there will be a section for you to submit a form. 
Please attach the documentation directly to the email we reply to, not on the form. Sorry for the inconveneience. 
Thank you for choosing Magical Trip.
We wish you have a wonderful trip in Japan!
Best Regards,
`Operator Name` from MagicalTrip Support Team

Cancel request from customers who booked on OTA

  1. Details: Customer who booked via OTA is requesting a cancellation/refund
  2. Expected Action: Reply
  3. Tag on FreshDesk: Booking Info Change Requests
  4. Action Flow:
  5. Necessary Information: Source of booking (name of OTA)
  6. Operation Manual: None
  7. Message Template: DO NOT SEND the template below if the message from customer contains a complaint. Refer to the complaint manual in this case.

Complaint

Hi,
Thank you for informing!
If you are trying to cancel a tour which has not taken place yet, please cancel directly on `Name of OTA.` If you are unable to cancel, that means the deadline to cancel has already passed. Unfortunately, you cannot cancel and receive a refund in this case, unless you experienced public transportation delay or sickness. We need to reserve the venues in advance, and we have already paid the cost to reserve. Thus, a free cancellation is not possible after the deadline. I appreciate your understanding. 
If you are trying to cancel a tour due to public transportation delay, sickness, or any other special cirucumstances, please send us an official documentation to prove this.
Thank you for choosing Magical Trip.
We wish you have a wonderful trip in Japan!
Best Regards,
`Operator Name` from Magical Trip Support Team
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