How to refund an EMD (Cryptic and Graphic) - Amadeus

Procedure

To refund an EMD, use the same procedure as e-tickets:

From the query report by entering the sequence number.
From the PNR by entering the line number of the FA/FHD element that contains the EMD document number.
By entering the EMD document number. Enter, for example:

TRF125-1234567890/EMD

The main entries to use when refunding EMDs are:

Entry	Description
`TRF125-1234567890/EMD`	Initiates a refund by specifying the EMD document number (3-digit airline code and 10-digit document number) and displays the refund record without processing it.
`TRF/L5`	Initiates a refund by specifying the EMD `FA/FHD` element line number from the PNR and displays the refund record without processing it.
`TRF/I-156`	Initiates a refund by specifying the sequence number of the item from the query report and displays the refund record without processing it.
`TRF`	Redisplays the refund record you are working with.
`TRFT`	Displays the refundable tax record from the refund record.
`TRFU/`	Updates a field in the refund record, the refundable tax record or the airline ticketing fees record. It must be followed by additional options that specify which field and value to update.
`TRFP`	Processes the refund record and prints or re-prints the refund document on your default printer.
`TRFIG`	Ignores the refund record.

Only EMDs that have been confirmed in the sales report can be refunded, if a sale has not yet been confirmed, it must be canceled instead.

Unused EMDs or EMDs that have been partially used, with coupons that have the status O (Open for Use) or A (Airport Control) can be refunded. Refund all the remaining coupons of the EMD.

Note: An EMD that has been issued by an airline might not be displayable by a travel agent, and follow-up transactions such as reissues and refunds might not be allowed.

Enter HE REFUNDS for more information.

How to process a partial refund by EMD document number

Display the EMD record to verify the status of the EMD coupons. Enter, for example:

EWD/EMD117-9505813084

System response:

EMD-1179505813084     TYPE-A                                 SYS-1A  LOC-ABC123
INT-I          FCI-0  0         POI-CPH        DOI-26JUN23         IOI-17XXXXXX
PAX- TRAVELER/JOE MR                                                        ADT
RFIC-C  BAGGAGE
REMARKS-
CPN-1  RFISC-0AA  SK CPHCDG  S-F 
 DESCRIPTION-PRE-PAID BAGGAGE
 PRESENT TO-
 PRESENT AT-
 ICW-1176796847441E1           (A)
 EXCESS BAGGAGE-    1 N RATE PER UNIT-DKK              0
 SERVICE REMARKS-
CPN-2  RFISC-0AA  SK CDGCPH  S-O 
 DESCRIPTION-PRE-PAID BAGGAGE
 PRESENT TO-
 PRESENT AT-
 ICW-1176796847441E2           (A)
 EXCESS BAGGAGE-    1 N RATE PER UNIT-DKK              0
 SERVICE REMARKS-
FARE   F    DKK            620
EXCH VAL DKK        620      RFND VAL
TAX-
TOTAL       DKK            620
/FC CPH SK PAR310 SK CPH310DKK620END
FP NONREF
FOID-

- EMD coupon number 1 has been used (coupon status F for Flown).
- EMD coupon number 2 is open for use (coupon status O) and can be refunded.
- The coupon value of EMD coupon number 2 is 310.

Enter HE REFUNDS for more information about refunds.

Initiate the refund by entering the EMD document number:

TRF117-9505813084/EMD

Entry	Description
`TRF`	Transaction code
`117-`	3-digits airline code, dash
`9505813084`	10-digits document number
`/EMD`	Slash, EMD option

System Response (Refund Record):

REFUND RECORD                    AGT-17XXXXXX AA/26JUN23 F TKT-Y
NM  NAME        TRAVELER/JOE MR
I   ISSUED      26JUN23
D1  DOCUMENT    117 9505813084 0 CPNS 1200

F   FARE PAID              DKK         620
U   FARE USED                            0
    FARE REFUND                        620
XT  TAX REFUND                           0 >TRFT
    REFUND TOTAL                       620

FP1 NONREF                             620

S   ITINERARY              INTERNATIONAL

Modify the refund record so that it accurately reflects the refund due to the customer. Always enter the fare used value first. In this example, we want to refund the unused EMD coupon number 2. The fare used for coupon 1 is DKK310.

To update the refund record with the fare used, enter:

TRFU/U310

Entry Description
TRFU Transaction code
/U Slash, fare used field identifier
310 Amount used

Note: The currency code specified in your office profile is used as the default currency.

When the fare used field is updated, it automatically recalculates the refund total. The value in the data source field changes to L to indicate a mix of system-supplied and agent-supplied data:
```
REFUND RECORD                    AGT-17XXXXXX AA/26JUN23 L TKT-Y
NM  NAME        TRAVELER/JOE MR
I   ISSUED      26JUN23
D1  DOCUMENT    117 9505813084 0 CPNS 1200

F   FARE PAID              DKK         620
U   FARE USED                          310  
    FARE REFUND                        310
XT  TAX REFUND                           0 >TRFT
    REFUND TOTAL                       310

FP1 NONREF                             310

S   ITINERARY              INTERNATIONAL
```
When taxes have been collected in an EMD, display the refundable tax record to delete the taxes that have been used. Leave the taxes that are to be refunded in the refundable tax record.

To display the refundable tax record, enter:

TRFT

Here is an example of a refund with taxes.

System response:
```
REFUNDABLE TAXES
  TEST/MR
  125 6796847435 - 435
UNUSED TAXES
----------------------------------------------------------------
   T1           68 YQ
   T2          166 ZO
   T3          110 GB
   T4          195 UB

REFUNDABLE TAX TOTAL  DKK                   539 XT
```
For example, to delete the taxes that have been used (T1 and T2), enter:

TRFU/TX1-2

Entry
Description
TRFU
Transaction code
/TX
Slash, tax field identifier
1-2
Tax range to be deleted

Note: When you delete a tax, you cannot put it back into the refund record. In this case, you must ignore the refund with the TRFIG entry and initiate it again.

System response:
```
REFUNDABLE TAXES
  TEST/MR
  125 6796847435 - 435
UNUSED TAXES
----------------------------------------------------------------
   T1          110 GB
   T2          195 UB

REFUNDABLE TAX TOTAL  DKK                   305 XT
```
Note: When you delete a tax, the system reorders the taxes starting from tax 1.

If the tax data for the refund is not stored in the EMD database, you must enter it manually in the refundable tax record. You enter, for example:

TRFU/TA100TS
Redisplay the refund record to verify that you have updated it with the correct amounts before you process the refund. Enter:

TRF

Entry	Description
TRFU	Transaction code
/U	Slash, fare used field identifier
310	Amount used

Entry	Description
`TRFU`	Transaction code
`/TX`	Slash, tax field identifier
`1-2`	Tax range to be deleted

Process the refund. Enter:

TRFP

System response:

OK EMD RECORD UPDATED SAC- 117MKT2M9R2HO
OK - REFUND PROCESSED

When the EMD refund is processed, the airline returns a Settlement Authorization Code (SAC), which is stored in the EMD record.

If you want to ignore the refund record before processing it, enter:

TRFIG

The status of the refunded EMD coupons is changed to R (Refunded) in the EMD record.

EMD-1179505813084     TYPE-A                                 SYS-1A  LOC-ABC123
INT-I          FCI-0  0         POI-CPH        DOI-26JUN23         IOI-17XXXXXX
PAX- TRAVELER/JOE MR                                                        ADT
RFIC-C  BAGGAGE
REMARKS-
CPN-1  RFISC-0AA  SK CPHCDG  S-R   SAC- 117MKT2M9R2HO  
 DESCRIPTION-PRE-PAID BAGGAGE
 PRESENT TO-
 PRESENT AT-
 ICW-1176796847441E1           (D)
 EXCESS BAGGAGE-    1 N RATE PER UNIT-DKK              0
 SERVICE REMARKS-
CPN-2  RFISC-0AA  SK CDGCPH  S-R   SAC- 117MKT2M9R2HO 
 DESCRIPTION-PRE-PAID BAGGAGE
 PRESENT TO-
 PRESENT AT-
 ICW-1176796847441E2           (D)
 EXCESS BAGGAGE-    1 N RATE PER UNIT-DKK              0
 SERVICE REMARKS-
FARE   F    DKK            620
EXCH VAL DKK        620      RFND VAL

Note: For associated EMDs (EMD-A), the refunded EMD coupons are disassociated from the associated e-ticket coupons (D).

The refund is also registered in the sales reports (query report).

How to process a full refund by EMD document number

Initiate the refund by entering the electronic miscellaneous document (EMD) document number, for example:

TRF117-1864160995/EMD/FULL

Entry Description
TRF Transaction code
172- 3-digit airline code, dash
1864160993 10-digit document number
/EMD Slash, EMD option
/FULL Slash, full refund indicator

Note: This entry will process the refund without displaying the refund record first.

System response:
```
>TRF117-9505813085/EMD/FULL


OK EMD RECORD UPDATED SAC- 117MKT2M9R2HP
OK - REFUND PROCESSED
```

Here is the EMD record with the refunded EMD coupons (status R for Refunded) and the disassociated (D) e-ticket coupons:

EMD-1179505813085     TYPE-A                                 SYS-1A  LOC-ABC123
INT-I          FCI-0  0         POI-CPH        DOI-04JUL23         IOI-17XXXXXX
PAX- TRAVELER/JOHN MR                                                       ADT
RFIC-C  BAGGAGE
REMARKS-
CPN-1  RFISC-0BT  SK ALCCPH  S-R   SAC- 117MKT2M9R2HP  
 DESCRIPTION-PET IN CABIN
 PRESENT TO-
 PRESENT AT-
 ICW-1176796847442E1           (D) 
 SERVICE REMARKS-
CPN-2  RFISC-0BT  SK CPHALC  S-R   SAC- 117MKT2M9R2HP  
 DESCRIPTION-PET IN CABIN
 PRESENT TO-
 PRESENT AT-
 ICW-1176796847442E2           (D) 
 SERVICE REMARKS-
FARE   F    DKK           1100
EXCH VAL DKK       1100      RFND VAL
TAX-
TOTAL       DKK           1100

Note: For associated EMDs (EMD-A), the refunded EMD coupons are disassociated from the associated e-ticket coupons.

The refund is reported in the sales reports (query report), for example:

AGY NO - 17XXXXXX              QUERY REPORT 04JUL                  CURRENCY DKK
OFFICE - XXX1A0XXX             SELECTION:
AGENT  - AA                                                         04 JUL 2023
-------------------------------------------------------------------------------
ISSD  SEQ NO A/L DOC NUMBER  TOTAL DOC   VAT   TAX COMM PAX NAME AS RLOC   TRNC
-------------------------------------------------------------------------------
04JUL 000056 117 9505813084       -310           0    0 TRAVELER KG MBQXXX RFND
04JUL 000057*117 6796847442       2626         861    0 TRAVELER KG ABC123 TKTT
04JUL 000059 117 9505813085      -1100           0    0 TRAVELER KG ABC123 RFND

Enter HE EMD, HE TRF, HE TRFU for more information.

How to refund an EMD (Graphic)

Procedure

To refund an EMD, use the same procedure as for e-tickets.

Only EMDs confirmed in the sales report can be refunded, if a sale has not yet been confirmed, it must be canceled instead.

Unused EMDs or EMDs that have been partially used, with coupons with the status O (Open for Use) or A (Airport Control) can be refunded. Refund all the remaining coupons of the EMD.

Note: An EMD that has been issued by an airline might not be displayable by a travel agent, and follow-up transactions such as reissues and refunds might not be allowed.

In the E-tickets and EMD section, click the EMD number you want to refund and click Refund.
In the Refund window select EMD and then the refund type. Click Continue to refund record.
Update the record, if necessary, in the Refund Calculation section. Enter, for example, the fare that was used and save the refund record.
To update any tax information, click Show Breakdown.
Click Process Refund to finish the refund.