TripShock Integrated System FAQs

1. Does TripShock have access to my Reservation System Dashboard?

No, we do not have access to your dashboard. We pull your prices and schedule information via an API connection. We do not pull, or have access to, any other information on your dashboard.

2. Do I have to pay the reservation system fee on TripShock orders?

No, the reservation system fee that customers pay when they book online does not apply to TripShock orders. However, some channels charge an internal fee so it is best to check with your specific reservation system to be sure.

3. Will my TripShock listing update when I make changes on my reservation system dashboard?

The only portions of your TripShock listing that will update when you make changes to your reservation system account are the ticket prices and schedule. When you are booked up, please be sure that all of your availability is closed on your reservation system or customers will still have the option to book on our site.

4. How do I change my prices and schedule on TripShock?

You simply need to update your price sheet and schedule on your reservation system and your listing on our site will be updated automatically.

Depending on whether you add new ticket types or update existing tickets, we may need to make updates on our end as well, so always let us
know when you are making price changes. You do not need to notify us when you update your schedule, blackout dates, etc.

IMPORTANT NOTE: We operate on standard commission-based pricing and will not be offering wholesale pricing on the TripShock-end moving forward, so any necessary adjustments will need to be handled directly through your reservation system.

5. If I cancel and refund an order on my reservation system will it cancel and refund it on TripShock?

No, if you want a TripShock customer to be cancelled and refunded you must notify our dedicated Support Team. Canceling an order or clicking the “refund” button on your reservation system dashboard will not issue a refund to a TripShock customer. You can email information about the refund or cancellation to [email protected] or call 850-424-5125 option 3.

Starting on 9/15/24, we began charging suppliers $30 for cancellations for the following reasons:

• Trip unavailable
• Captain/crew unavailable
• Trip overbooked
• Trip minimums not met

If you have to cancel due to weather, maintenance, API errors, or an error by a TripShock agent, you will NOT be charged. Since this is a newer policy, we will waive this charge for the first violation per product.

We are here to help but if cancellations become an issue and we’re unable to get proper notification, we’ll have to charge a fee. If there is anything we can do to help you all make sure this doesn’t happen, please let us know at [email protected] or 850-424-5125 option 3.

6. What happens when a TripShock customer needs to make changes to their order?

TripShock is unable to update an order after it is made. As a result, if a customer wants to add additional tickets, or move their trip to another date, we must cancel the order and rebook it.

Please note, we will never cancel and refund an order inside the cancellation window unless we have your permission, so if you see a cancellation that was not approved, that order was likely canceled and rebooked.

7. What happens when a customer needs a partial refund?

If a customer needs a partial refund, please contact our dedicated Support Team as soon as possible. Depending on the nature of the refund, there are various ways in which the refund will be handled and it must be addressed on a case by case basis. You can email information about the refund or cancellation to [email protected] or call 850-424-5125 option 3.

8. Can TripShock representatives see notations to orders that I add on my reservation system dashboard?

No, if there is something you need TripShock to know about a particular order, please contact our dedicated Support Team.

9. Can additional options like gratuity or damage deposits be charged by TripShock?

No, gratuity, deposits, damage fees, etc. are your responsibility to collect on-site when the guest arrives. However, we will make a note in the listing so that the customer is aware they will be charged on-site.

10. Can additional options like gratuity or damage deposits be charged by TripShock?

You can charge the customer for any additional purchases that are made on-site. However, please note that you must collect payment. Simply adding the additional charge to their order will not cause their card to be charged by TripShock.