Via Order Processing

1. Open the order containing the products you would like to change.
2. Assuming the items have been fulfilled click the action button under each product and select return.
3. The products will then move over to "sales transaction", listing the price and product amount as a negative number. 
4. Apply the 10% cancellation fee by going to the KL Guest Services drop-down, selecting KL Guest Services-Cancellations and selecting the Killington Pico 10% Cancellation Fee product. 
5. Calculate 10% of the total and enter it into the price box within the general tab. 
6. Apply the negative payment to the card the guest used to pay for their tickets. This negative payment will act as a refund and the guest's card will be refunded. 
7. Complete the transaction and send the guest confirmation of the return.

Via Sales Transaction

1. One Resort Tools>Return/refund a transaction 
2. Using the search criteria, find the transaction you wish to return. (Search by transaction #, IP Code, Pass Code, Order #, etc.)
3. Locate and expand the appropriate transaction and select the specific products you wish to return.
4. Once selected click return (never refund) so that the product pops down into the box of the selected items below. 
5. Hit okay and the product will be pulled back into "sales transaction" listing them as a negative quantity with a negative price.
6. Apply the 10% cancellation fee by going to the Other Products drop-down, selecting Deposit/Cancellation Products and selecting the Killington Pico 10% Cancellation Fee product. 
7. Calculate 10% of the total and enter it into the price box within the general tab. 
8. Apply the negative payment to the card the guest used to pay for their tickets. This negative payment will act as a refund and the guest's card will be refunded. 
9. Complete the transaction and send the guest confirmation of the return.

Multi-Day Lift Ticket

Follow these steps if you need to return only a portion of a multi-day lift ticket. 

1. Determine the number of days the ticket is active (2-Day lift, 3 of 4-day lift, etc.)
2. Verify the number of days the guest wishes to get credit for. 
3. Divide the total amount paid for the lift ticket by the number of days the lift ticket is for. 
4. Multiple that number by however many days the guest wants credit for. 
5. In sales transaction go to KL Guest Services and select KL Guest Service-Cancellations
6. Depending on the product, select the correct KL Winter Cancellation (the process is the same for rentals, but not lessons)
7. Attach a customer
8. General (Common Properties) set the type to return
9. Enter the total amount we found we needed to credit (the total of the math done above)
10. OK
11. Give the remaining credit to the guest in the form of a voucher credit.
12. Hotlist returned ticket dates (find steps below)

How to hotlist returned ticket dates

1. Locate the guest in customer manager & copy their IP code. 
2. In One Resort Tools find "Ticket/Pass Information"
3. Select "Customer" and paste their IP in the Search Text box.
4. Search
5. Within the list of Products, select the correct ticket access (not the access media). 
6. Once highlighted, select the hotlist tab. 
7. Set the effective date(s) to the date(s) that the guest has requested the return. If you are returning only one day of a multiple date set the start date as the day the ticket is not being used with an expiration date of the same day. With a multiple-day return set the start date as the start date of the return and the expiration date as the end date of the return only. Do not set dates you want the ticket to remain valid. 
8. Set the hotlist reason as returned pass
9. Enter the appropriate comments in the comment text box. 
10. Add
11. OK