Cancelling or revising a booking

Who can cancel

• Before it is approved (draft, under approval, rejected): the site head over the rep, or an admin. The button reads Cancel booking.
• Once approved: the site head over the rep, the project head, or an admin. The button reads Request cancellation.
• A rep never cancels a booking. A client with a booking in progress or being cancelled cannot be dumped.
• An unsubmitted draft with no money on it is simply deleted; everything else follows the steps below.

Requesting the cancellation

1. Open the booking and click Request cancellation (or Cancel booking).
2. Type the Reason (kept on the record) and click Request cancellation. Keep booking closes the dialog without doing anything.
3. The status becomes Cancellation in process. The unit stays blocked, the client stays Booked, and the rep and the CRM team are notified. If nothing was ever received on the booking, it is cancelled on the spot and the unit is freed.

Settlement by CRM, refund by Accounts

The Cancellation card on the booking's Overview tab walks through the four steps: Requested, Settlement by CRM, Refund by Accounts and Unit released.

1. CRM (or customer service, an executive or an admin) fills the Settlement: one row per deduction the builder keeps (Deduction for, Amount, Add deduction for more) and the Refund to the buyer. Balance fills the refund with whatever is left. Deductions plus refund must equal the money received, so the buyer's ledger closes at zero. Click Record settlement; with a zero refund the button reads Settle and complete and the cancellation finishes at once.
2. Accounts (finance, an executive or an admin) records each Refund payment: Amount, Paid on, Transaction reference (UTR or cheque number) and notes, with Record part payment or Record and complete. A refund may go out in parts; nothing beyond the refund can be recorded.
3. When the paid total reaches the refund, the booking becomes Cancelled, the unit is released for resale, the client goes back to Negotiation, unpaid partner commission is voided, and everyone involved is told.

Revising before approval

While a booking is a draft, the rep opens it with Continue booking; after a rejection, with Revise and resubmit. Heads and approvers can Edit a booking that is under approval; a change to money terms restarts approval at the level that had already signed, and every change is listed on the Revisions tab.

Adjustments after approval

1. Open the approved booking's Adjustments tab.
2. Pick the Change: Booking amount, Payment plan, Unit transfer, Applicant details or Other (note only), fill the new value and the Reason, and click Raise adjustment.
3. A sales head (or an executive or admin, never the person who raised it) sees Approve and Reject with a note. Only one adjustment can be pending at a time; the signed form stays as it is and the change is applied once approved.