Cancellation Request Flashcards
(21 cards)
What does “Confirmation Page” refer to at Vio.com? «<»>
Any page showing booking summary: post-payment page confirmation email
Why might Confirmation Page information be unclear? «<»>
Vio.com receives data from multiple partners which can lead to inaccuracies.
What should you do if Confirmation Page info is incorrect? «<»>
Internal teams can adjust it based on hotel-provided data via the CMS manual.
What is the first step in investigating unclear confirmation info? «<»>
Determine if the error is the customer’s misunderstanding or Vio.com’s content issue.
What tool helps see what the customer saw during booking? «<»>
FullStory (FS) is used to review what was displayed to the customer.
Why should you not share FullStory screenshots with customers? «<»>
It may reveal personal or sensitive internal data; use descriptive macros instead.
What macro is used when the customer is at fault for misunderstanding info? «<»>
Customer::Complaint::Customer at fault
What should be used to identify a case without revealing customer data? «<»>
Use the booking ID and anonymize emails (e.g.shi**@vio.com)
When should you open a Finance case in BackOffice? «<»>
When dealing with refund compensation
What is the refund macro used when breakfast info is missing and check-in is in 24h? «<»>
Internal::MOR refund
If the partner is unresponsive and check-in is in less than 24h what should you do? «<»>
Proceed with refund based on receipts or relocation as per guidelines.
How should you handle a deposit fee issue at check-in? «<»>
Contact hotel for exception or free cancellation assist with relocation if needed.
What macro is used for unclear tax or resort fee info? «<»>
Customer::Payment::Tax or fee inquiry
Which countries require VAT not included in the price? «<»>
Israel Colombia, Chile, Peru, and Argentina.
How much VAT is charged in Argentina? «<»>
21% for Argentinian citizens
Can VAT complaints for bookings before 24.03.2025 be refunded? «<»>
Yes up to the VAT amount upon proof of payment
What should be done if check-in or check-out times were incorrect on site? «<»>
Try to resolve with hotel or relocate and correct the listing info.
What is the SLA priority level for confirmation page issues? «<»>
High priority – because the customer already made a booking.
What should you do if a partner fails to respond about unclear fees or deposit? «<»>
Proceed with refund or relocation then report the issue internally.
Why is it important to track frequently incorrect information? «<»>
So that recurring issues can be fixed and reduce future customer complaints.
