Notes

steps:

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ask for the reservation number of the customer verify all the informations of the cx
then you need to go to retrieve booking option where we can search for the flight details of the customers.
so under reservation number option put the reservation number of the customer then just click enter or search
then for us to cancel the flights just go to reserved flight (here clicked reservation then reserve flight) or you can easily press F4 on your keyboard and you will be routed on this page as well.
- then select the flight that you want to cancel then click delete or delete all if you wanted to cancel all the flights
there will be a pop up just select yes

The credited miles and taxes will display in the Amount Due in BLUE.

then click go to payment (under reservation then look for payment or you can press F6 on your keyboard.
select loyalty then click reverse on right corner of your screen. and then save
once you done inform the cx that the refund will be credited on their account within 7 bussiness days.

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we need to create a credit shell (it is good for 12 months and will retain the value after initial use, as long as there is remaining balance.