Travelport Interface: Updates to refund processing
The Trams Interface Download Utility v4.11.00.049 introduces a key update in how refunded ARC/BSP tickets are handled. With this version, Trams will automatically copy information from the original invoice and ticket. This change impacts how users work with refunded tickets during the interface process.
Why did we make this change
Refund interface records do not include remarks from the PNR, meaning any information entered using DI.FT (free-text remarks) is missing from the record. Since agency users rely on these remarks to track important details such as client IDs, UDIDs, and other accounting information, they have to manually input them on the fourth screen of the refund workflow. This raised concerns among users about the extra effort involved and the risk of agents accidentally overlooking these details.
What’s changing
When a refund is interfaced, Trams retrieves the following details from the original invoice and copies them to the new refund invoice or booking:
- Client
- Invoice group
- Department
- Fare savings information
- UDIDs
However, the refunded segments and refund amount (including taxes) are always taken directly from the refund record.
If a Travelport+ user adds free-text remarks to a refund, those remarks will override the information from the original booking. For instance, if a UDID is updated or newly added, the new information will be reflected in the refund booking.
Important: When interfacing a refund ticket, the copied refund invoice is displayed. The Trams user must choose to either accept the copied information by clicking OK or manually update it. Additionally, Trams copies the original payment method, but it can be edited if needed.
Important Considerations
- The original ticket must exist in Trams. If an original ticket isn’t found, the refund record will be ignored, and Trams will note that in the interface download log: Unable To Refund Ticket (ticket number): Original Ticket Was Not Found.
- If you are running interface as a scheduled task, refunds are skipped and remain in the interface processing list. Users must run Interface > Process to interface them into Trams.
- If the option “Automatic” is selected in the interface processing window, any refunds without an original ticket are skipped and removed from the log. We recommend that you do not use the “Automatic” option when interfacing from Travelport+.
Review the Interface Processing log
Although it's uncommon for an agency to process a refund for a ticket that wasn't originally invoiced in Trams, we recommend that agencies regularly monitor the Interface Processing Log to catch any skipped refunds. To focus the log search, use the following criteria:
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