1. Determine refund eligibility
2. In “Refund Request” field in Customer Service records note amount to be refunded and reason for refund (Example 1 Below)
3. Submit refund request
The Alliance Accounting Dept. is not aware of cancellations that are made outside of the Alliance Customer Service application. When a cancellation is made on a reservation and Alliance Reservations Network is the merchant, your team must submit a refund request in the customer service application; this is how Alliance knows when a guest is owed a credit.
Owed credits that are not issued can create customer service issues for your team and accounting issues with credit card disputes for our agency. It is vital that all cancellations be made through the Alliance Customer Service application.
You are required to contact our customer service team for assistance for cancellations made outside the system, for reservations from this rate supplier. Your team should only bypass our agency and contact the rate supplier directly in urgent situations, when a response for your request needs to be received during a time in which the Alliance call center is closed. All requests are responded to within 24 hours, and most are responded to shortly after they are received.
Refunds are always issued the Wednesday following the refund request date and refunds usually take 7-10 business days to post to the guests account.