Operational Update: Insurance Refund Reason

Some of you may have known that the Insurance Refund Reason was not working correctly. I am happy to let you know that this is now functioning correctly! Huge thanks to @Kristina Hua, @Samuel Drown and the Opex team!

Previously, when selecting this option, refunds were being processed with full vendor contribution, which was incorrect. This issue has now been fixed, and you can continue to use the Insurance Refund Reason for refunds where the guest should be provided with an insurance letter.

This will mean that the guest will not be refunded anything, the booking will be cancelled in our system, and the vendor will be notified, all while ensuring the vendor is paid appropriately for the booking. 

If you have any questions, please reach out to your TL

📧 This was also communicated via email on 26th August 2025, titled "Update: Insurance Refund Reason" sent by Riley L (Customer Experience Operations Leader).