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.
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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.
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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.
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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.
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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.
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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.
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.
References
- Query Cancellation
- Trip Holding, Locking and Archival — dropping converted trips
- Outgoing Payments — track refunds after a drop