Chapter 13.4 — Refund Workflow

sequenceDiagram autonumber actor Cust as Customer actor Ag as Agent actor Apr as Approver actor Acc as Accountant participant API as travoBooks API participant DB as MySQL participant Sup as Supplier (GDS / NDC) participant GW as Gateway Cust->>Ag: Request refund — booking TVB-2026-000123 Ag->>API: POST /refunds/quote {booking_id, scope} API->>Sup: Refund-quote query (fare rules, penalty) Sup-->>API: Refundable: BDT 54,300; penalty BDT 11,100 API->>DB: INSERT refund_quotes (state=QUOTED) API-->>Ag: Quote details + breakdown Ag->>Cust: Communicate net payback Cust->>Ag: Approve Ag->>API: POST /refunds (quote_id) API->>API: Check refund threshold alt Over threshold API->>DB: state=PENDING_APPROVAL API->>Apr: Notify Apr->>API: Approve API->>DB: state=APPROVED else Within threshold API->>DB: state=APPROVED (auto) end API->>Sup: Refund_Process alt Supplier accepts Sup-->>API: Confirmation + supplier_refund_ref API->>DB: BEGIN TX API->>DB: INSERT journal_entries (reversal + penalty retention) API->>DB: UPDATE booking_tickets state=REFUNDED API->>DB: UPDATE refund state=PAYBACK_PENDING API->>DB: Commission recall (Dr 4011 / Cr 1109) API->>DB: COMMIT else Supplier rejects Sup-->>API: Rejection reason API->>DB: state=SUPPLIER_REJECTED API->>Ag: Notify with reason end Acc->>API: Initiate payback (gateway reversal / wire / customer credit) alt Gateway path API->>GW: Refund payment_intent GW-->>API: refund.succeeded webhook (async) API->>DB: state=COMPLETED else Bank transfer Acc->>API: Confirm wire executed API->>DB: state=COMPLETED else Customer credit API->>DB: Increase customer_credit_balance API->>DB: state=COMPLETED end API->>Cust: Email refund confirmation + receipt

stateDiagram-v2 [*] --> REQUESTED REQUESTED --> QUOTED: Supplier quote QUOTED --> APPROVED: Within threshold (auto) QUOTED --> PENDING_APPROVAL: Over threshold PENDING_APPROVAL --> APPROVED: Approver OK PENDING_APPROVAL --> REJECTED: Approver declines APPROVED --> SUPPLIER_PROCESSING: Refund_Process SUPPLIER_PROCESSING --> SUPPLIER_APPROVED SUPPLIER_PROCESSING --> SUPPLIER_REJECTED SUPPLIER_APPROVED --> PAYBACK_PENDING PAYBACK_PENDING --> COMPLETED SUPPLIER_REJECTED --> [*] REJECTED --> [*] COMPLETED --> [*]

flowchart TD A[Refund request received] --> B[Fare rules check] B --> C{Refundable?} C -->|No| D[NON_REFUNDABLE — tax/unused portion only] C -->|Yes| E[Quote: gross - penalty - fees] D --> F[Tax-only quote] E --> G{Service-date passed?} F --> G G -->|No| H[Reverse deferred — no P&L impact for recognised portion] G -->|Yes| I[Reverse recognised — current period revenue reduction] H --> J[Process payback] I --> J J --> K{Original payment method} K -->|Gateway| L[Gateway reversal] K -->|Bank wire| M[Outgoing wire] K -->|Cash| N[Cash refund — drawer] K -->|Customer credit| O[Add to wallet] L --> P[Mark COMPLETED] M --> P N --> P O --> P

Reverse customer-side:
  Debit  2011 BSP Payable EK             58,300   (refundable to supplier side; less penalty)
  Debit  4031 Service Fee Revenue         1,000   (if non-refundable to customer)
  Credit 1101 AR — Customer              54,300   (net of penalty)
  Credit 4041 Cancellation Fee Revenue    5,000   (penalty kept)
  (Plus tax line reversal)

Commission recall:
  Debit  2031 Deferred Air Revenue        7,200
  Credit 1109 Commission Receivable       7,200

Commission recall affects current-period:
  Debit  4011 Air Base Commission         7,200
  Credit 1109 Commission Receivable       7,200