How to Handle COVID-19 Related Cancellations

Many of our venues have been experiencing an increase in Cancellations due to the COVID-19 virus. We are attempting to respond to the current environment in a way that protects our team members, our company, and most importantly our relationships with our customers and venue partners. 

Part of this is ensuring we are still billing our customers for cancellations related to the virus. We are going to detail 3 separate cancel processes, depending on when the customer canceled the order. Please be sure to read all 3 to learn what to do in each situation.

Cancellation Process 
Most of us have handled canceled rooms or orders before. First, cancel the original rooms and order with the new COVID-19 cancel reason.

STEP 1 - CANCEL THE ORIGINAL ORDER

Cancel the Original Order

STEP 2 - CREATE A CANCELLATION ORDER FOR THE CORRECT SCENARIO
  • My Event Cancelled LESS THAN 72 hours Before 
  • My Event Cancelled MORE THAN 72 hours Before but LESS THAN 30 Days Before
  • My Event Cancelled MORE 30 Days Before
STEP 3 - PROCESS A CREDIT CARD PAYMENT FOR THE DIRECT BILL INVOICE

Process a Credit Card Payment for the Direct Bill Invoice

Cancel the Original Order

Cancelling the Rooms Individually:
  • Navigate to your Order > Room > Edit Room Summary
  • Change the Room Status: "Cancelled"
  • Select the Room Status Reason: "Event Cancelled – COVID-19"
  • Click Save
Cancelling an Entire Order (via Bulk Edit of Rooms):
  • Navigate to your Order Page 
  • Click Bulk Edit
  • Change Your Room Status: "Cancelled"
  • Select the Room Status Reason: "Event Cancelled – COVID-19"
  • Click Save
My Event Cancelled LESS THAN 72 hours Before 
If you get notification from your customer that their event is cancelled LESS than 72 hours in advance, we will be charging a 100% cancellation fee, direct-billed to the customer, and non-commissionable.

In order to charge our cancellation fees correctly, please be sure to take the following steps when creating your Cancellation Fee Orders.

1 - Create a NEW order in the Same Event as Your Cancelled Order.

2 - Setup your order with the following format:
  • Order Name: [Old Order Name] - COVID-19 Cancellation 
  • Billing Type: Direct Bill
  • Commission Type: Special
  • Open the MORE Section on the Order Header
  • Cables & Consumables: No
  • Apply Service Charge: No
  • Apply Damage Waiver: No
  • Create the Order for 1 Day Only

By putting these orders into "Special", please note that they will not show up on any invoices to the hotel -- and we will be collecting payment directly from the customer.

3 - Add a Room

4 - Click Manage Equipment

5 - Toggle OFF the "Hide Items with 0 Availability" flag

6 - Search and Add the SKU to the room 
  • SKU NAME: CXLGEN
  • AMOUNT: You will want to refer back to your Original Order's Totals Cards. Find the Subtotal field and enter that as the Amount for the Cancellation Fee.
7 - Place your Room Status into "Contract"

8 - Close and Invoice and Generate Direct Bills as Normal

9 - Send the Direct Bill to the Customer and request Payment. If they deny payment, leave the order as Closed and notify Accounting that the customer declined with the Cancellation Order Number.

My Event Cancelled MORE THAN 72 hours Before but LESS THAN 30 Days Before

If you get notification from your customer that their event is cancelled MORE than 72 hours in advance but LESS than 30 days before, we will be charging a 50% cancellation fee PLUS any timesheet actuals and credit card expenses already incurred, direct-billed to the customer, and non-commissionable.

In order to charge our cancellation fees correctly, please be sure to take the following steps when creating your Cancellation Fee Orders.

FIRST - Find any already incurred expenses (Timesheet Actuals and Credit Card Expenses)

1 - Open your original order

2 - Go to the Profitability Page on the Order Header

3 - Look at the Labor Actuals box in the top right. Note any Timesheet Actuals already incurred.

4 - Look at the Actual Profitability box in the middle of the second row of boxes. Note any Credit Card Expenses already incurred.


NEXT - Create your new Cancellation Fee Order

1 - Create a NEW order in the Same Event as your Cancelled Order.

2 - Setup your order with the following format:
  • Order Name: [Old Order Name] - COVID-19 Cancellation 
  • Billing Type: Direct Bill
  • Commission Type:  Special
  • Open the MORE Section on the Order Header
  • Cables & Consumables: No
  • Apply Service Charge: No
  • Apply Damage Waiver: No
  • Create the Order for 1 Day Only
By putting these orders into "Special", please note that they will not show up on any invoices to the hotel -- and we will be collecting payment directly from the customer.

3 - Add a Room

4 - Click Manage Equipment

5 - Toggle OFF the "Hide Items with 0 Availability" flag

6 - Search and Add the SKU to the room
  • SKU NAME: CXLGEN
  • AMOUNT: You will want to refer back to your Original Order's Totals Cards.
  • Divide the Subtotal field by 2 (for 50%). In the example below, it would be $3,428.88: (=6,857.75/2)
  • Add any Timesheet Actuals and Credit Card Expenses already incurred from the Profitability Page steps above.
7 - Click Save

8 - Place your Room Status into "Contract"

9 - Close and Invoice and Generate Direct Bills as Normal

10 - Send the Direct Bill to the Customer and request Payment. If they deny payment, leave the order as Closed and notify Accounting that the customer declined with the Cancellation Order Number.

My Event Cancelled MORE 30 Days Before
If you get notification from your customer that their event is cancelled MORE than 30 Days, we will NOTbe charging a cancellation fee, but we WILL charge any timesheet actuals and credit card expenses already incurred, direct-billed to the customer, and non-commissionable.

In order to charge our cancellation order correctly, please be sure to take the following steps when creating your cancellation order.

FIRST - Find any already incurred expenses (Timesheet Actuals and Credit Card Expenses)

1 - Open your original order

2 - Go to the Profitability Page on the Order Header

3 - Look at the Labor Actuals box in the top right. Note any Timesheet Actuals already incurred.

4 - Look at the Actual Profitability box in the middle of the second row of boxes. Note any Credit Card Expenses already incurred.


NEXT - Create your new Cancellation Fee Order

1 - Create a NEW order in the Same Event as your Cancelled Order.

2 - Setup your order with the following format:
  • Order Name: [Old Order Name] - COVID-19 Cancellation 
  • Billing Type: Direct Bill
  • Commission Type:  Special
  • Cables & Consumables: No
  • Apply Service Charge: No
  • Apply Damage Waiver: No
  • Create the Order for 1 Day Only

By putting these orders into "Special", please note that they will not show up on any invoices to the hotel -- and we will be collecting payment directly from the customer.

3 - Add a Room

4 - Click Manage Equipment

5 - Toggle OFF the "Hide Items with 0 Availability" flag

6 - Add the SKU to the room 
  • SKU NAME: CXLGEN
  • AMOUNT: Add any Timesheet Actuals and Credit Card Expenses already incurred from the Profitability Page steps above and enter them in the Amount field.

7 - Click Save

8 - Place your Room Status into "Contract"

9 - Close and Invoice and Generate Direct Bills as Normal

10 - Send the Direct Bill to the Customer and request Payment. If they deny payment, leave the order as Closed and notify Accounting that the customer declined with the Cancellation Order Number.

STEP 3 - Process a Credit Card Payment for the Direct Bill Invoice

Please see the Credit Card Payment article for specific instructions for collecting payment on these invoices:

Collecting Credit Card Payments in EOS

Creation date: 8/18/2020 1:00 PM (fjohnson@PSAV.COM)      Updated: 8/18/2020 1:03 PM (fjohnson@PSAV.COM)
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