When a client cancels their Trip but wants to use their payment as a credit toward a different Trip, you’ll need to update the Lead and Trip so the credit stays visible and ready to apply later. This article walks through how to record the credit, adjust the financials, and ensure the booking is still searchable when the client is ready to rebook.
Start by updating the Sales Stage on the Lead Booking to something like Won - Cancelled.
This must be part of the Won 'Sales Group' so the credit can be picked up in financial reporting later. If you don’t already have a stage set up for this, you can add one under Company Profile > Lists > Sales Stage. Just be sure the Sales Group is set to Won before saving. For more help, see: How to Add a Sales Stage.
Once that’s created and selected, move to the Trip tab and set the Trip Status back to Confirmed. This is required in order for the credit to appear later in the Client Payments reporting view. If not, click on the trip name and edit the Status.
Under the Financials tab, enter a negative Trip Cost that offsets the original value. This ensures the Trip Cost total equals zero.
Then, under Client Payments, add a new payment for the amount already paid. Set the Status to Unpaid, set the Type to Credit, and leave a Note explaining the credit is being held for a future Trip.
If "Credit" is not available as a type, go to Company Profile > Lists > Invoice Type and add it there. You can follow this article if needed: How to Add an Invoice Type.
Once saved, the Financials Review grid at the bottom will disappear. There should be no remaining balance or overpayment since the credit now offsets the cancelled Trip.
When the client is ready to use the credit, return to the original Lead Booking and mark the credit payment as Paid. Then on their new Lead Booking, add a Client Payment using the same amount. Set the Type to Credit, the Status to Paid, and leave a Note referencing where the credit came from.
To see available credits in the system, go to Financials > Client Payments, filter by Unpaid, then apply Type = Credit. This view will show all unused credits you can apply later.
