TED navigation

When you have to escalate a refund for a relocation, first step is:

• Go to the right part of the screen and click on escalate/recommend refund.

• Check the payout approval note.

• Open a ticket Refund after CXL.

• Asked to G to send a proof of stay on the alternative send.

When do I need the Ctrip Order #?

• When G claims that they have an incorrect charge.

• When SNR request it for an escalation

• When P is not able to locate the RES on their system.

• When G wants to send a review of the property

Do you know what is the complaint tracker?

• It is a file where I will find the mishandled cases.

• It is a part of the partner page that we can check if there is a Guest misconduct.

• On this tracker we can find how many claims the property has and the reason of it.

• It the file where I can report my TL or mates that made a mistake on the reservation.

Answer explanation

These are the Steps to check on the complaint tracker to know how many complaints/claims a property has and this information can be useful to determine if the merchant name is the same on incorrect charges cases or to make a desicion on a claim/comission waiver case.

When I need support do I need to add any notes?

• No, STA can check on the previous TED notes and tickets to give you the advice you need.

• Yes, you can find all the details on https://customerservice.booking.com/guest-guidelines/essentials/internal-support

• Yes, I need to create the ticket, fill out the form and call to my favorite STA.

• No, Only STA's have to leave a note with the advice or approval requested.

Answer explanation

Those are the steps to leave an internal note, please check on GL: https://customerservice.booking.com/guest-guidelines/essentials/internal-support/ and https://customerservice.booking.com/guest-guidelines/essentials/ted-notes/

When a partner called in to check the amount of the commission for a specific reservation, where do you find that information?

• If there is a partner calling I have to tell him to call to CS for partners

• They have to go to the extranet on their own to check that information, CSG do not have it.

• I can apologize with Partner, tell them I'm not able to see that and then transfer to CSP.

• I can check that information on the "view in extranet" right below to the reservation number

Answer explanation

First, you check under the reservation number, and then click on "View in extranet". there you will be able to find all details of the reservation as the partner see it on their system, Total, price, Total guest, Commissionable amount and Commission.

G is requesting the exact date for a refund that was made on a reservation, Where can I find that information?

• I have to tell the G that it could take up to 60 days after checkout.

• We don't have that information, I have to send an email to finance asking for that.

• G will receive an email when the refund is ready to claim.

• On the payment box, there is a question mark, if I click there I will see the date of the refund.

Answer explanation

On the payment box, I can click on the question mark, all the payment info will be there, date on the payment and last four digits of the CC, and also the date of the refund was made, please make sure to provide the timeframe of the refund to be reflected on the bank account and explained G that this is between financial institutions, it is not up to Booking.

Where can I find the deposit policy?

• G has to call the property to receive the details via WhatsApp.

• Tell G to call the property to check those details with the XML provider.

• On the P2G chat, P has to inform all policies to G before the check-in date.

• We can find those details on the Hotel Details dropdown or the important details of the confirmation email

Answer explanation

You can find all the information regarding the deposit on the confirmation email and also on the Hotel details dropdown.

Please select which one is a valid POC for incorrect charge claim?

• 
• 
• 
• 

Answer explanation

To validate a POC you need to check:

* Merchant name.

* Date of the transaction.

* Currency (ex: USD, EUR...).

* Amount.

* Financial institution logo.

The document should show other transactions besides the one that the G is claiming about, that should look like a listing of transactions.

If a complaint is already resolved, how do we reactivate it?

• I can't reactivate a complaint, I have to create a new ticket.

• A complaint cannot be reactivated, please call SNR line.

• Contact STA or SNR line for them to be able to reactivate the complaint.

• Select the complaint button and chose the same complaint type.

Answer explanation

1) You have to click on "Reopen ticket"

2) Then you have to select the same type of complaint.

3) Complete the notes and use the existing open ticket.

4) Save!