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Where sales land, what the statuses mean, how to read a voucher at the gate, and what to do when someone does not turn up.
Short answer
Every sale on your inventory lands in Bookings, whether it came from the marketplace, a trade buyer or the API. Confirmed bookings are yours to run. Each shows the traveller's details, the departure, the vouchers issued and what you are owed. Redeem the voucher on the day, and mark a no-show if nobody arrives so your statement is accurate.
Check Bookings daily
One list, every channel. There is no separate inbox for trade sales and no email you have to have seen.
Read the status
On hold means someone is mid-checkout and has not paid. Confirmed means it is real and you should plan for it.
Open a booking for the details
Lead traveller, party size, contact details, anything they told you at checkout, and the money broken into its parts.
Redeem the voucher on the day
Check the code against the booking. One voucher per traveller, and each is valid once.
Close out anything that did not happen
Mark no-shows. It keeps your statement honest and your capacity reporting real.
This is the screen you will have open most often once you are live, and most of what it does is get out of your way.
A traveller who found you on the marketplace, an agency in another country pulling your product through the API, and a booking made in your own system that you pushed to us all arrive in the same list, in the same shape.
That is the point of listing once. You are not reconciling three sources on the morning of a departure.
| Status | What happened | What you do |
|---|---|---|
| On hold | Someone is at the payment step. Seats are reserved and nothing is paid. | Nothing. It confirms or it expires within twenty minutes. |
| Confirmed | Paid. Vouchers issued. The seat is committed. | Plan for it. This is a real booking. |
| Cancelled | Cancelled by the traveller under your terms, or by you. | Nothing, unless you cancelled it, in which case tell them yourself too. |
| Redeemed | The voucher was used. They came. | Nothing. This is the happy ending. |
| No-show | Marked by you. They did not come and did not cancel. | Mark it on the day rather than at month end. |
On hold bookings are not sales
They hold your seats for twenty minutes and then release them automatically. Do not count them, do not plan around them, and do not contact the traveller about one. Roughly a third of them never become bookings, which is normal for a checkout.
Open one and you get the traveller, the party, the departure, and the money.
Contact details are there because you may genuinely need them: the meeting point has moved, the sea is too rough, they are twenty minutes late and everyone is waiting. They are not there for marketing, and using them that way will end your account.
The money shows what you receive, the promotion level the product sold on and the commission that level took, so the number you are owed is checkable rather than asserted. The buyer paid your price, whether they were a traveller or a trade buyer. What a trade buyer then charges their own customer is between them and that customer.
One voucher is issued per traveller, each with its own code, at the moment payment clears. A party of four arrives with four codes rather than one.
This is deliberate. It lets a group split up at an attraction, and it means a partial no-show is visible rather than an all-or-nothing guess.
Each code is valid once. Check it against the booking on the day, mark it redeemed, and the traveller is through.
A traveller cancelling is handled without you. They are quoted the refund your ladder produces, they confirm, the seat returns to availability and everybody's share of the money unwinds proportionally.
You cancelling is different. Use the cancel action on the booking, choose the operator reason, and it refunds in full regardless of your ladder, because the traveller did nothing wrong.
Then contact them directly. The system tells them a booking is cancelled; it cannot tell them the boat is being repaired and offer them Thursday. That part is yours and it is what keeps the sale.
Someone who does not arrive and did not cancel is a no-show. Mark it on the day.
Under your terms a no-show is usually not refunded, so the sale stands and your share reaches your wallet as it would have anyway. Marking it is about accuracy rather than payment. It keeps your utilisation figures real, and if a particular trade buyer's customers are consistently not turning up, marking them is the only way anyone will ever notice.
A confirmed booking pays your share into your wallet: your price less the commission of the promotion level it sold on. When it arrives depends on the payout timing agreed for your account: as soon as the booking is paid for, once it can no longer be cancelled for a refund, or after the travel date, which is the default. The Wallet screen says which applies to you and shows what is still on its way.
To be paid, add the bank account we pay into on the Wallet screen, then request a withdrawal for any amount up to what is available. Withdrawals are paid in US dollars, so the account must be able to receive them. The amount is set aside at once, our team sends it, and the request is marked as paid with the transfer's reference.
A refund after your share has arrived appears on the wallet statement as its own line rather than being netted invisibly against sales, so the statement reconciles against your own records line by line. If it does not, tell us, and please do not absorb the difference quietly.
You get a notification, and if you have a webhook configured we call it too, which is the reliable path if you are syncing into your own system. Do not rely on email as your only feed.
Yes, about their tour. Meeting points, weather, what to bring. Not about anything else.
Redeem the five vouchers and mark the sixth a no-show. That is exactly the case per-traveller vouchers exist for.
Not from the panel today. Through the supplier API you can, which is how operators with their own phone sales keep one availability pool.
Find the booking by the traveller's name or the booking reference and redeem it from there. The code is a convenience; the booking is the record.
Next in this sequence
Connecting Your Own Booking System
Issue a key, decide which system owns availability, and push inventory instead of maintaining it twice.