---
title: Cancellation and Drops | Software Training
description: Cancel leads that never converted and reverse them, or drop converted trips with cancellation charges — and why drops cannot be reversed.
---

# Cancellation and Drops

Cancel leads that never converted and reverse them, or drop converted trips with cancellation charges — and why drops cannot be reversed.

Not every lead converts, and occasionally a confirmed trip falls through. Sembark separates these into two very different actions — **Cancel** for a lead that never converted, and **Drop** for a trip that was already converted.

## Cancel a Lead

For a lead that has **not** been converted, open the trip's details page and click the **Cancel (✕)** mark in the basic details section. Choose a cancellation reason, optionally set a reminder date for postponed queries, add any comments, and click **Mark as Canceled**. The query moves to the Cancelled (Others) tab.

The system also **auto-cancels** New or In-Progress leads whose trip end date passed more than 2 days ago, keeping your pipeline clean.

### Reversal of a Cancelled Lead

A cancelled lead can be brought back. Open it from the Cancelled section and use the revert option below the warning message to restore the query into your pipeline. Auto-cancelled leads can be restored manually the same way.

## Drop a Converted Trip

If a **converted** trip cancels, you **Drop** it. Handle the service bookings, then choose **Drop Trip** from the trip's menu. Refund instalments are created automatically — for the customer, and from suppliers — and all service bookings move to the "Trip Dropped" stage with no further updates. Dropped trips stay visible in the Dropped tab.

### Cancellation Charges during Drop

While dropping, record **cancellation charges** per service along with any paid, non-refundable amounts. These determine the net refund to the customer and what remains payable to suppliers, which then flow into the refund instalments tracked in [Outgoing Payments](https://sembark.com/travel-software/docs/outgoing-payments.md).

:::caution Drops are final

A drop is the final stage of a trip and involves the Sales, Operations and Accounting teams — it **cannot be reversed**. Only **cancelled leads** can be reactivated; a converted trip, once dropped, stays dropped. Be sure before you drop.

:::

:::success Done

You can now cancel leads, reverse cancellations, and drop converted trips with the correct charges. Next, track the money still to come in under [Remaining Payment Tracking](../remaining-payment-tracking/).

:::

## References

- [Query Cancellation](https://sembark.com/travel-software/docs/query-cancellation.md)
- [Trip Holding, Locking and Archival](https://sembark.com/travel-software/docs/trip-holding-and-locking.md) — dropping converted trips
- [Outgoing Payments](https://sembark.com/travel-software/docs/outgoing-payments.md) — track refunds after a drop

## Training Navigation

Current page: [Cancellation and Drops](https://sembark.com/travel-software/training/cancellation-and-drops.md)

### Sales

* [Sales Overview](https://sembark.com/travel-software/training/sales.md)
* [Leads and Queries](https://sembark.com/travel-software/training/leads-and-queries.md)
* [Package Quotes](https://sembark.com/travel-software/training/package-and-quotes.md)
* [Quotation Sharing](https://sembark.com/travel-software/training/share-quotes.md)
* [Follow-ups and Amendments](https://sembark.com/travel-software/training/followups-and-amendments.md)
* [Conversion](https://sembark.com/travel-software/training/conversion.md)
* [Cancellation and Drops](https://sembark.com/travel-software/training/cancellation-and-drops.md)
* [Remaining Payment Tracking](https://sembark.com/travel-software/training/remaining-payment-tracking.md)
* [Tour Co-ordination](https://sembark.com/travel-software/training/tour-coordination.md)

### Accounting

* [Accounting and Payments](https://sembark.com/travel-software/training/accounting.md)

### Reservations

* [Hotel Reservations](https://sembark.com/travel-software/training/reservations.md)

### Tour Operations

* [Tour Operations](https://sembark.com/travel-software/training/tour-operations.md)

### Data & Administration

* [Data Management](https://sembark.com/travel-software/training/data-operator.md)
* [Administration and Reports](https://sembark.com/travel-software/training/admin.md)