Can my travel agency software keep track of refunds owed to my customers after a cancellation?

Yes, travel agency software can keep track of refunds owed to a customer after a cancellation, and it is worth setting up early. When a booking is cancelled, the software records the cancellation against the original booking, so what your customer paid, what the supplier will give back and the cancellation charge you keep are all held in one place instead of in someone's notebook.

What the software cannot always do is work out the refund amount by itself. That comes from the airline, hotel or other supplier, and it often arrives days or weeks later. Where the supplier connection sends refund information back automatically, your software can pick it up and update the booking. Where it does not, or where the cancellation has to be arranged by email or through a supplier portal, your staff will need to enter the amount once it is confirmed.

Once a refund is recorded, most systems show you which refunds are still waiting, so nothing sits forgotten while a customer keeps calling to ask. You can usually see refunds owed to customers and refunds owed to you by suppliers separately, because the two rarely arrive together. Whether you also get reminders about them, or a fuller accounting view, depends on your plan.

The thing to check next is how each of your main suppliers passes refunds back, and whether refund tracking is already included in your current plan or needs adding.