When a ticket has to be cancelled and there is no refundable amount for the customer, it can be the ticket contains refundable taxes.
Then we speak about an 'Internal Tax Refund'.
1. Check the ‘Estimated Refund’ in Traxx
Is the refund 0.00 or lower?
Don’t finalize the cancellation in Traxx
Don't assign the booking file to the 'Refunds Team' in Traxx.
2. Queue the PNR
3. Add a remark in Traxx with text: 'Internal tax refund Q78'