Overview
The Unknown Booking Cancellation trigger starts a workflow when an unknown booking cancellation is received from GetYourGuide. This occurs when GetYourGuide sends a cancellation notification for a booking that cannot be matched to an existing booking in your CaptainBook system. (i.e processed before you connected GetYourGuide with CaptainBook)
When It Triggers
GetYourGuide sends a cancellation notification
The booking reference cannot be matched to an existing booking
The system cannot identify the corresponding booking in CaptainBook
Use Cases
Investigate unmatched cancellations
Notify team about unknown cancellations
Attempt to match bookings using alternative methods
Log cancellation attempts for analysis
Create manual booking cancellation records
Alert administrators about potential issues
Configuration
This trigger requires no additional configuration. It automatically triggers when an unknown booking cancellation is received from GetYourGuide.
Optional Filters
You can add filter conditions in your workflow to only process specific cancellation types:
Filter by product option
Filter by booking reference patterns
Filter by GetYourGuide booking reference
Available Data
When this trigger fires, it provides an unknown_booking_cancellation object with cancellation information.
Unknown Booking Cancellation Object Structure
The object includes:
Booking References
booking_reference- Booking reference from GetYourGuidegyg_booking_reference- GetYourGuide's internal booking referenceproduct_id- Product option UUID (from central product options)
Accessing Cancellation Data
In your workflow actions, you can access cancellation data using variables:
{unknown_booking_cancellation.booking_reference} {unknown_booking_cancellation.gyg_booking_reference} {unknown_booking_cancellation.product_id}Example Workflows
1. Notify Team About Unknown Cancellation
Workflow Steps:
Trigger: Unknown Booking Cancellation
Action: Send Notification
To: Support team
Subject: "Unknown Booking Cancellation from GetYourGuide"
Body: Include booking references and product ID
2. Attempt to Find Booking
Workflow Steps:
Trigger: Unknown Booking Cancellation
Action: Find Bookings
Search by booking reference pattern
Condition: If bookings found
Action (True): Process cancellation for found booking
Action (False): Log as unresolved
3. Create Investigation Ticket
Workflow Steps:
Trigger: Unknown Booking Cancellation
Action: Send Webhook
URL: Ticket system endpoint
Payload: Cancellation details for investigation
4. Log for Analysis
Workflow Steps:
Trigger: Unknown Booking Cancellation
Action: Send Webhook
URL: Analytics endpoint
Payload: Cancellation data for pattern analysis
Testing
When testing this trigger:
Select a product option connected to GetYourGuide
Provide test booking references
The workflow will use the provided data
Review execution logs to see the cancellation data used
Test Data
The trigger provides:
Product option selector (must be connected to GetYourGuide)
Optional booking reference fields for testing
Understanding Unknown Cancellations
Unknown cancellations occur when:
Booking reference doesn't match any existing booking
Booking was created outside CaptainBook
Booking reference format changed
Booking was deleted before cancellation received
Best Practices
Investigate promptly - Unknown cancellations may indicate data issues
Log all attempts - Keep records for pattern analysis
Notify team - Alert administrators about unmatched cancellations
Attempt matching - Try alternative methods to find bookings
Monitor patterns - Track frequency to identify systemic issues
Document resolutions - Record how unknown cancellations are handled