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Query Resolution (Automatch Exceptions Queue)

Unfortunately, not all invoices are straightforward and can be processed right away. Some invoices have certain issues – common examples are:

 

  • Supplier charges us for more money than we allocated in Tourplan

    • If the supplier charges less, then that’s OK and we will just pay them as per their invoice

  • Supplier charges us for a booking that’s cancelled in Tourplan

  • The VAT is incorrect, either on the invoice or in Tourplan

 

In almost all cases, to solve issues like that, you will need to go into the booking on either the FIT side or the Groups side. The two sections work basically the same way, so I will use an example in FIT. To open a booking, simply type in the booking reference in the ‘Reference’ field and select it. This will bring you to this overview:

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The two most important pieces of information for us are circled in red. On top, we have the consultant, who is the main contact for this booking in Abbey. Any questions you have on this file should be directed to this person.

 

And in the middle we have the suppliers included in this booking, as well as the service date when the guests arrived/will arrive. Important: the values shown on the right side are our sell values, so they are not relevant for us. To reach the cost, which is what we are looking for, simply click on the supplier you are working on – in this example B+B Edinburgh. This will bring you to the detailed view. To find out the costs inserted in the booking, simply click on the tab ‘Costs’:

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Here we can see basically all information we need in relation to the cost side, which is inserted in the Override GBP tab:

 

  • A total amount of £135 is inserted in the booking

  • The VAT included in this value is £22.50

  • Be careful: on the left side only the “Twin” category is selected. In FIT bookings, all costs are usually inserted in the same room category, but in some bookings the cost is split up between multiple categories – especially in on the groups side.

 

That aside, let’s say the supplier charges £150 on their invoice. In this case, you would need to send this invoice to the consultant which you can see at the top of the Fastbook window.

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Important: when you send a query to them, try to be as detailed as possible and mention exactly what the discrepancy is.

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Any internal invoice queries we have are sent through Softco. First, you need to insert a comment which you can do with this button in the toolbar on top:

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Here you can insert your message to the consultant. As mentioned before, try to be as precise as possible. For the example above, you could write something like:

 

“Hi Alice,

 

In booking FSEM213072, supplier BBE500 charges us for £150, but we only have £135 in Tourplan. Which amount is correct?

Thanks,

 

…”

Then, to send the query, just click the green button in the toolbar at the bottom:

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And select the name of the person you want to send it to in the window that comes up:

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Then, the consultant will get an e-mail saying “You have received a query in Softco” with a link that will bring them to the invoices they need to work on. Once they send back a query, it will appear in our Query Processed queue. Unfortunately, we do not get a reminder – so we need to keep an eye on this queue regularly.

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