DOTW SHARED SERVICES CENTER

REFUNDS PROCESS PRESENTATION

CONTENTS

1. Refunds Process Flow

2. Accounting and GL codes
3. Role as Accounts Associates
4. Errors and Losses
5. Service provider & CTD account
6. Disputes
7. Bank Transfers & Cash Refund
8. Credit card refunds
9. Reporting
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Refunds Process in DOTW

Refunds Process flow chart

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Refunds Process in DOTW

Refunds document requirements

1) Agent’s
3)Dept. approval
Request/AR
(For error
request
related cases) 4) Supplier
2) Supplier
acknowledgement
Authority for billback cases
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Refunds Process in DOTW

REFUNDS PROCESS (Steps)

Upon securing the supplier authority and Agent’s request, Refunds

Step 2team shall proceed
- Input in processing
the refund the refunds
details
Step 1: Accessing the Booking through the Auto SR/PR Window.
2.1 Input the refund amount
1.1 - Input the
2.2 booking
Input number
the refund narration
1.2 - Click2.3
theClick
Refund button
Process for the system to process the refund.
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Refunds Process in DOTW

Step 3 - After the system completed processing the refund, we
will proceed in applying the returns on the booking invoices
3.2 Input the Sales Return number (SR # is could be found on the Auto SR/PR
interface)
3.3 Click the find button (Shortcut key is ctrl + F)
3.4 On the Find Interface Enter the booking number and press tab/Find
3.5 Tick the apply box of the booking number
3.6 Press OK (system will then apply the Sales Return to the Sales invoice)

REFUND Processing for a single book is now completed.

For intercompany refunds, please proceed with the next additional steps:

3.1 Click the Sales Apply Button


Refunds Process in DOTW
INTERCOMPANY REFUNDS
Applying purchase returns for intercompany trades
4.1 Click Purchase apply (Purchase apply interface will appear)
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4.2 Input the Purchase Return number (PR # is could be
found on the Auto SR/PR interface)
4.3 Click the find button
4.4 On the Find Interface Enter the Purchase invoice
number (found in Auto SR/PR) and press tab/Find
4.5 Tick the apply box of the booking number
4.6 Press OK (system will then apply the Purchase Return to
the Purchase invoice)
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Refunds Process in DOTW

Step 5: Transfer to the intercompany book

To transfer / change company, you will be able to find the
company button on the lower left side of the GP Main interface.
Upon changing the books, Access the Auto SR/PR interface and repeat refund steps 1, 2 & 3.
once done, refunds for intercompanyLog
trades is now complete.
in to thecompany book you need to
access to complete the intercompany trade.

Note: Purchase return in DMCC and Sales return in intercompany books should always match.
Failure to post same amount will cause intercompany imbalances and will stir up escalations.
Be very careful when processing refund for intercompany trades.
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Refunds Process in DOTW

Return Transaction Entry Processing
(ACCRUAL REFUND PROCESS)

After processing Step 1, 2 and 3 of refund processing with ACR Payables, we will now access the Return Transaction entry interface.
Step 4 - Input information for ACR-PURCH return.
4.7 Click the Post button for the system to
4.1process the Return
Return Number transactionbeEntry
will be automatically provided by the system
4.2 Input the vendor ID where the Return Transaction will be processed
4.3 Select the correct currency of the ACR entry (Can be found on Auto SP/PR
Interface)
4.4 returned
Well Done!! You have now successfully Input the booking number and pressentry
the ACR-Purchase the TAB key
Note Upon Pressing the Tab key, Purchasing Returns PO Receipt Number interface
4.5 Click the Shipment Receipt Number (commonlywill appear.
1 item is displayed by the system)
4.6 Click the Select button to choose the Shipment Receipt and close the PO return interface
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Once refunds on GP has been made, SR should be generated and requestor should be informed.
The Email with attached CN serves as the refund confirmation.

SR could be generated thru Isys platform,

Composeunder
emailIsys
andReports
sent to the refund requestor,
Input the SR document number,
>Sales
and click the “show in PDF
As per example, Format Button”
confirmation is sent directlyInquiry
to
>Sales – Document Number
Well Done! Refunds has been fully processed agent
andsince
CNthey
notedirectly
has requested
been sent for to
theappropriate
refund. requestor
Refund query could now be closed on the refunds
Export the CN inpublic folder
PDF format and save.
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ACCOUNTING ENTRIES AND

GL CODES FOR REFUND ENTRIES
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Accounting entries in AR

GP entries made by Refunds team

SALES (RECEIVABLE SIDE) PURCHASE (PAYABLES SIDE)

Sales Return (SR) Purchase Return (PR)

CR: Trade Debtors(1200-7) CR: Purchase Direct (6000-7)
CR: Related Parties (5000-8) CR: Purchase Related Parties (6000-8) IC trade
CR: WB Related Parties (5000-5) CR: WB Related Parties (6000-5)
DR: Sales direct (5000-7) DR: Trade Creditors Direct (3000-7)

Credit Note (CN) Credit Note (CN)

CR: Trade Debtors(1200-7) CR: Trade Creditors Direct (3000-7)
DR: E&L (6061-0) for errors and losses
DR: E&L (6061-0) Errors and losses)
DR: Balance Transfer (9999-0)
DR: Balance Transfer (9999-0)
DR: Provision for incentive (3047-0) for BI
DR: E-commerce (1212-8) for Wirecard

Debit Note (DN) Debit Note (DN)

CR: Balance Transfer (9999-0) CR: Balance Transfer (9999-0)
DR: Trade Debtors (1200-7) DR: Trade Creditors Direct (3000-7)
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ROLE AS ACCOUNTS ASSOCIATES

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Refunds Role

Our main role in DOTW is to provide refunds for our customers mainly for below reasons:
*Booking Cancellation (Agent requested to cancel the booking)
*Booking Amendment (Agent requested to reduce or add nights to their booking)
*Complaints (Raises compensation, additional refunds)
*Discounts (Mark-up reduction, Goodwill)
*Errors (Caused by system failure or other issues preventing the service)

Help to clear disputes and aged invoices

Assist in processing bank transfers, float deposits and wirecard transactions

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ERRORS AND LOSSES

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ERRORS AND LOSSES

What are Errors and losses?

Errors and losses is the term used for bookings that incurs losses. This is caused by system issues, which prevents for the customer
to avail their booked service, and results to compensations or additional refunds.

How is it handled?
Errors and losses are treated with higher priority compared to normal refunds queries, because this type of queries mostly comes
with compensations request and delays causes additional requests from the travel agents.

Documents Required?
E&L queries requires additional documentation aside from supplier authority and agent request. Approval from the specific dept. is
required in order to complete the process. Approvals up to director level might be required based on the amount of loss.

What does it affect?

E&L entries affect the distribution code 6061-0 (Errors and losses in the P&L report). All entries that are being made are being
summarized and used as basis on the monthly E&L report.
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ERRORS AND LOSSES

TYPES OF ERROR AND LOSSES RELATED REFUNDS

Relocation Case
Relocation case are bookings which encountered error on the guest originally booked property and resulted to be transferred
To different hotel. These cases are under the errors and losses since, if the rate difference of the relocation is caused by error
from DOTW, rate difference is being shouldered by DOTW.

Room Upgrade Case

This occurs when the guests rejects relocation and insists to check in to the property and if property have availability for
higher room category, Once error is confirmed, DOTW covers the rate difference of the original booking and the upgraded
room rate.

Rate Cover Case

This case is processed by providing credit to agent due to unconfirmed bookings, If DOTW fails to provide relocation for a
booking which was not confirmed, agent is asked to secure bookings to different provider/hotel and DOTW pays the rate
difference between the originally booked rate, and the amount of the new booking.
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Service Provider
And
Central Transport Division Accounts
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SP And CTD

Service Provider
Service provider account is a DOTW personal account for bookings which was tagged with error, but the dept. liable is still under
investigation. Reconciliation for this account is handled by the refunds team, documentations and approvals are collected from
the support team to clear the invoices.

Central Transport Division

CTD account is the counterpart of SP account on the payables side. This account is used if agent is needed to be billed for a
certain booking which was not invoiced in the system (Cancellation penalty applies, however, system does not proceed to
invoice the booking due to error). Most of the time, agent acknowledgement is secured before creating charges to ensure that
invoices will be settled by the agent.
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DISPUTES
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Dispute Clearing

What are disputes?

Disputes are invoices which customer is not paying/ ignores to pay.

How is it handled?
AR team normally checks Ageing and SOA of TA’s, if disputes are observed, Info is to be collected
from the agent as well as documentation from the support team for us to check if adjustments
is applicable.

How is it cleared?
If documentation is available, refunds is being processed to clear/adjust the disputed invoices.
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BANK TRANSFER (CASH REFUND)

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BANK TRANSFERS

Bank Transfer
Process of transferring monetary value from DOTW to customer’s bank account.
Prepay customers mostly require this process since the send payment thru bank channels and refunds are being
processed as the same.

Float Deposit refund

Commonly done via bank transfer, when customer decides to stop business with DOTW, Float deposit are being
returned via bank transfer. This is when agent is cleared of outstanding invoices as well as forward bookings.
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BANK TRANSFERS
BANK TRANSFER PROCESSING
In processing bank transfer, Bank details and Approval from AR line manager and Banking Manager is required.
Upon Securing the Approvals as well as the Bank Details, Inquire to Banking Team for the Checkbook ID to be used for the GP entries on the system.
Example of Bank Transfer request including customer bank details
Below is the checklist before proceedingAdditional
to input entries on the system
approval from Banking Manager is commonly
Bank Details of customer required for bank transfer amounting to USD 1,000 and above.
Banking team could be approached for checkbook verification,
Approval from Line Manager/Region head(if available)however, email is normally done for documentation purposes
Approval from Banking Manager (If amount is exceeding USD 1,000)
Checkbook ID to be used for the bank transfer entry.

Once everything has been acquired, you may now proceed to post entries on the GP platform
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BANK TRANSFERS

DEBIT NOTE POSTING

Step 1: Open the Manual Transaction Entry
1.1 Select “DN” from the Document type
1.2 Input the Narration [kindly Indicate “Bank Transfer (Currency, Amount)”]
1.10 Click the “Post” Button. 1.3 Input the Customer GP ID
1.8 Input the Distribution code (9999-0 balance transfer is used for bank transfer)
1.4 Select the Currency to be used
1.9 Click the “OK” button
1.5 Input the booking number
1.6 Input the amount to be transferred
1.7 Click the distribution to proceed on the distribution window.
Debit note is now posted, Next Step isUpon
Note: to Post Decrease
clicking Adjustment
the distribution button, Distribution code interface will
appear
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BANK TRANSFERS
DECREASE
BANK ADJUSTMENT
TRANSFER REQUESTPOSTING
TEMPLATE

StepTransaction
Bank 4 – Compose
Entry isnew Email
used to or Forward
post DAJ’s, I could bethe original
accessed thru email of the2.3
GP>Finance>Bank bank transfer
Select
Transaction request alongwith the approvals and
“Enter Transaction”
indicating the bank Details, DAJ And DN screenshot and send it to2.4Madison Select “Decrease Adjustment”
(Madison.C@dotw.com) and copy
2.5 Input the Checkbook ID (To be supplied by the banking team)
Banking@dotw.com and Refunds.Dubai@.dotw.com 2.1 Click on “Financial” tab on GP homepage.
2.6 Input the Travel agent name
2.2 Click on “Bank Transactions”
2.7toInput
openthe
theDN
bank transaction
number interface
(DN number is the last 5 or 6 digits of the DN entry)
2.8 Enter the amount to be bank transferred
2.9 Input the distribution code (9999-0 Balance transfer)
Banking team will advise once the transfer has beentheprocessed from their end.
Decrease Adjustment has 2.10 now beenamount
Re-enter posted(Note no diffence should be entered for Step 2.8 &
2.10)
Bank Transfer query is now complete
Last step is to inform the banking team to process the bank transfer
Note: Once banking team confirmed that bank transfer was processed,
Step 3 - Screenshot the DAJ entry before hitting the “Post”
requestor should be advised as well, (commonly, requestor
button is copied
as it is needed onrequest
for the the request)
to banking team.
Click on “Post” to finish the DAJ entry
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CREDIT CARD CUSTOMER REFUNDS

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CREDIT CARD CUSTOMER REFUND

Refunds for credit cards customer is the same with normal refund process, only with
additional steps and requirements, such as securing approval, and refunding customer
credit card directly from the E-commerce portal

Steps:
1. after processing the SR of the refund, approval is to be secured from the line manger
2. Upon acquiring the approval, refund request is forwarded to Siji (E-commerce access)
3. After acquiring the confirmation from Siji, Agent needs to be advised to check their CC SOA
after 2 – 3 banking days to give way for the amount to reflect.
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REPORTING
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REPORTING

Refund related reports normally comes from my end such as:

1. Errors and losses report (Monthly)
2. Productivity report (Monthly)
3. Taxation and distribution code checking ( Semi – Monthly)
4. Wirecard/E-Commerce reconciliation (Monthly)
5. ARNI report (TBD with AP Team)
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REPORTING

ERRORS AND LOSSES REPORT (Example)

Upon generating the entries under errors and losses (6061-0 GL code) on all books, it is being consolidated and submitted
to dept. heads for acknowledgement for the loss amount.

Mostly, DE team have corrections as they are strict on approved amounts. discrepancy of 5 USD is not acceptable if it is
more than the approved amount.

Upon consolidating all entries within the DOTW books, Graph and Pivot report is made, it is then cross-checked with
the P&L report amount. once matched it is then submitted to our line manger for presentation to the higher management.

This report should be submitted in maximum of 1 week after the month end to our line manager (but this is normally changed
based on the availability of the P&L report and acknowledgement from Dept. Heads)
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REPORTING

Productivity Report (Example)

Productivity for refunds team is counted via processed refund. This is with the count of Sales Return processed per UserID.

Errors and losses are also included in the productivity by counting the Credit Note entry per UserID under 6061-0 GL Code.

Taxation and distribution code checking (Example)

This report is collected as well within generating the SR count. Taxation is normally reported to the Accounting staff handling
the book, Adeel R. for KSA books, Chayapol M. for THA books, for DMCC – it is checked for reference only.
Purpose of this is to ensure that taxation is applied on the taxable sales. If taxation is missed, entry should be corrected as the
report and P&L will be affected by the entry (Will cause imbalances for the TTV and TAX – advised by sree)
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REPORTING

Wirecard and E-commerce reconciliation report (Example)

This report is made after reconciling the GP platform against the file report from Connect platform,
It is to ensure that all payments and bookback are captured and entered on our accounting system.

Once confirmed GL code is checked thru Financial Tab>Summary>GL code 1212-8.

If period Debit and Credit matched (Period balance = 0) confirmation is sent to our FC’s and Manager

Shan Abid (FC for MNL)

Tauseef Khan (FC for LLC)
Wasif Iftikhar (AR – Manager)
Jenelyn Camiller (SAA – LLC staff counterpart for LTD book entries)

ARNI reporting – This is currently in discussion with AP supervisors, Sounds challenging nevertheless, nothing is impossible
if we work as a team. 