26 KiB
| Created | Updated |
|---|---|
| 2025-07-29 11:13 Tue | 2025-07-30 04:56 Wed |
[07/29/2025 11:48:32 AM]
[11:48:32 AM] Virtual Help Assistant: Hello, this is the Virtual Assistant. How can I help you today?
[11:48:38 AM] springtraveler: I need help with something else
[11:48:38 AM] Virtual Help Assistant: Before I connect you with an agent, please enter a short summary of your question below
[11:48:56 AM] springtraveler: I have completed the information additions and price configurations for product 5568217P6, as suggested in a previous email. Please assist me in completing the review and release process. Thank you
[11:48:56 AM] Virtual Help Assistant: Thank you. Connecting you to an agent now.
[11:49:11 AM] Vincent Jomari: Hi, I'm Vincent Jomari. Please give me a moment to read your message so that I can help.
[11:50:09 AM] Vincent Jomari: Sure thing Chunai, please give me a few minutes while I pull up the product. Please stay connected, thank you.
[11:53:46 AM] Vincent Jomari: Thank you for waiting Chunlai, I already checked the product and I noticed that the admission fees for most of your itineraries are not included. Please remember that any fees that are part of the experience should be included in the total price and separated by tour options. Please add the entry fee to the total cost of the product.
[11:54:37 AM] springtraveler: I don't sell tickets, I'm offer driver /guide service
[11:54:35 AM] Vincent Jomari: Just to clarify, is this something that travelers will be paying onsite? We recommend creating separate product options that will include the cost of the listed items if you are going to offer them at an optional price. Otherwise, kindly clarify why this has to be paid in cash or you can remove the information.
[11:55:16 AM] springtraveler: yes, traveler will pay directly on site
[11:55:21 AM] springtraveler: Real-name ticketing on the spot
[11:58:11 AM] Vincent Jomari: Can you clarify the type of experience you are offering? can you explain the service you are providing?
Tour is a guided visit to one or more sites, e.g. walking tour, bus tour, sightseeing cruise. However it seems like you're offering a Transport. This product type is transferring travelers between locations, with a focus on transportation rather than sightseeing e.g., airport transfer, cruise port transfer, boat transfer
[12:02:14 PM] Vincent Jomari: Are you still there?
[12:03:20 PM] Vincent Jomari: Since I have not received a reply, I'll need to disconnect this chat. Please feel free to get in touch with us if you have any questions via Chat again later. Thank you for reaching out to Viator!
[07/29/2025 10:36:25 AM]
[10:36:25 AM] Virtual Help Assistant: Hello, this is the Virtual Assistant. How can I help you today?
[10:36:47 AM] springtraveler: I need help with something else
[10:36:47 AM] Virtual Help Assistant: Before I connect you with an agent, please enter a short summary of your question below
[10:37:23 AM] springtraveler: Regarding product 5568217P6, I have completed the modifications mentioned in the previous chat. Please assist me in completing the review and release process. Thank you
[10:37:23 AM] Virtual Help Assistant: Thank you. Connecting you to an agent now.
[10:37:39 AM] Veronica: Hi, I'm Veronica. Please give me a moment to read your message so that I can help.
[10:39:51 AM] Veronica: Hello Chunlai, sure let me check on that product first. Before we proceed, I just need to confirm some information related to your account for security purposes. Can you confirm the last 2 digits of your default bank account?
[10:40:07 AM] springtraveler: 94
[10:40:53 AM] Veronica: Thank you for confirming. Please allow me to check on this product for 5 to 7 minutes.
[10:41:09 AM] springtraveler: I'll keep online
[10:51:00 AM] Veronica: Thank you for waiting. As per checking on your product can you clarify on the Tour Details, why is the 4 attractions are admission not included.
[10:51:54 AM] springtraveler: traveler will pay directly on site
[10:52:20 AM] springtraveler: Real-name ticketing on the spot
[10:57:50 AM] Veronica: I see. Thank you for that , however you need to change the tour details since it is added to your itinerary and it should be admission fee included. Also for the Inclusions &Exclusion I see that you added admission to attractions.
[10:58:20 AM] springtraveler: how
[10:59:03 AM] springtraveler: i should delete from tour details?
[10:59:23 AM] springtraveler: Or update excludes session
[10:59:26 AM] springtraveler: ?
[11:00:56 AM] Veronica: You can edit this on your Tour details click the attractions there's a pencil icon and click that. Scroll down and you'll see "Is admission to this place included in the price of your tour?" and you'll see yes or no and n/a (admission id free) selection.
[11:01:51 AM] Veronica: Also you need to update your Inclusions & Exclusions on the What's excluded since you've added admission to attractions.
[11:03:59 AM] springtraveler: Well, the tickets are not included in the price .
[11:04:39 AM] springtraveler: Tourists need to buy tickets on site on their own, pay to the scenic spot
[11:04:52 AM] springtraveler: Not me
[11:08:52 AM] Veronica: I see. We need to change this information since this is included to your itinerary same as the what's excluded or you can create a product option for that.
[11:09:45 AM] springtraveler: So what should I change?
[11:11:14 AM] Veronica: Yes you need to change the admission and you can create a product option on the Schedules & prices since this will align to the suggested retail price.
[11:13:49 AM] springtraveler: i dont get you. I stated in the itinerary that tickets would not be included, in line with the exclusions, which are clear and transparent.
[11:16:12 AM] Veronica: Yes, and I do understand, however this is included to your itinerary and you need to make changes or you can create a product option the tickets will be sell directly on the site.
[11:17:01 AM] springtraveler: change what
[11:18:13 AM] Veronica: Change the admission on the tour attractions that was included.
[11:18:33 AM] springtraveler: i can not include
[11:18:45 AM] springtraveler: are you robot?
[11:21:04 AM] Veronica: I'm sorry, however we a q requirement for the product and we need to follow the process before approving your product.
[11:24:26 AM] Veronica: Are you still there?
[11:26:06 AM] Veronica: Since I have not received a reply, I'll need to disconnect this chat. Please feel free to get in touch with us if you have any questions via Chat again later. Thank you for reaching out to Viator!
[07/29/2025 11:28:04 AM] [11:28:04 AM] Virtual Help Assistant: Hello, this is the Virtual Assistant. How can I help you today? [11:28:05 AM] springtraveler: I need help with something else [11:28:05 AM] Virtual Help Assistant: Before I connect you with an agent, please enter a short summary of your question below [11:28:24 AM] springtraveler: I have completed the information additions and price configurations for product 5568217P6, as suggested in a previous email. Please assist me in completing the review and release process. Thank you [11:28:25 AM] Virtual Help Assistant: Thank you. Connecting you to an agent now. [11:28:38 AM] springtraveler: - Form Answers
Customer Name: undefined
Customer Email: undefined
Customer Pre Chat Request: undefined
Customer Current Page URL is: https://supplier.viator.com/finance/payment-details
[11:28:34 AM] Veronica: Hi, I'm Veronica. Please give me a moment to read your message so that I can help.
[11:29:54 AM] Veronica: Hello Chunlai, let me check on your product. Before we start, I just need to confirm some information related to your account for security purposes. Can you confirm the last 2 digits of your default bank account?
[11:31:11 AM] springtraveler: 94
[11:32:32 AM] Veronica: Thank you for confirming. Please allow me to check on this product.
[11:36:25 AM] Veronica: Thank you for waiting. As I've mentioned earlier on the chat, you need to make changes on the tour details since this is included to your itinerary or you can add an option on the product indicating the ticket that you would sell on site.
[11:38:07 AM] springtraveler: i should change price to include Admission ticket, and modify tour details session to admission included?
[11:39:43 AM] springtraveler: As I said before, I don't sell tickets, I'm offer driver /guide service
[11:39:50 AM] Veronica: Yes and you can create an option for this on the Schedules & Prices.
[11:40:05 AM] springtraveler: so this tour price does not include admission tickets
[11:40:27 AM] springtraveler: traveller does not need to pay to me
[11:40:37 AM] springtraveler: for admission tickets
[11:43:13 AM] springtraveler: My competitor has a product 443573P3, they does not include admission too
[11:44:50 AM] springtraveler: hello?
[07/29/2025 12:05:20 PM]
[12:05:20 PM] Virtual Help Assistant: Hello, this is the Virtual Assistant. How can I help you today?
[12:05:20 PM] springtraveler: I need help with something else
[12:05:20 PM] Virtual Help Assistant: Before I connect you with an agent, please enter a short summary of your question below
[12:05:55 PM] springtraveler: I have completed the information additions and price configurations for product 5568217P6, as suggested in a previous email. Please assist me in completing the review and release process. Thank you
[12:05:56 PM] Virtual Help Assistant: Thank you. Connecting you to an agent now.
[12:06:10 PM] springtraveler: -
Form Answers
Customer Name: undefined
Customer Email: undefined
Customer Pre Chat Request: undefined
Customer Current Page URL is: https://supplier.viator.com/finance/payment-details
[12:06:07 PM] Veronica: Hi, I'm Veronica. Please give me a moment to read your message so that I can help.
[12:07:35 PM] springtraveler: My network is not stable. Please reply quickly.
[12:08:17 PM] Veronica: Hello Chunlai. sure let me check on that. Before we proceed, I just need to confirm some information related to your account for security purposes. Can you confirm the last 2 digits of your default bank account?
[12:10:44 PM] springtraveler: 94
[12:13:08 PM] Veronica: Thank you for confirming. As per checking to your product and to our previous chats. In order for us to approve your product you need to make changes since the tour details as well as the what's excluded is the only main issue. If you don't make any changes your product will still remain as rejected.
[12:14:18 PM] springtraveler: i dont get it. traveller does not need to pay to me for admission tickets
[12:14:28 PM] springtraveler: My competitor has a product 443573P3, they does not include admission too
[12:14:43 PM] springtraveler: why You're not helping my business.
[12:16:03 PM] Veronica: As I've mentioned earlier you need to make any changes and also you can make a product option since you've mentioned that the tickets will be directly on site. You need to make changes to avoid confusion on the travelers.
[12:18:40 PM] springtraveler: i keep current price as a basic option, and create a include all tickets option?
[12:18:51 PM] Veronica: Yes
[12:20:47 PM] Veronica: Are you still there?
[12:21:13 PM] springtraveler: yes, i am modifing product
[12:21:52 PM] Veronica: You need to clarify the tickets on the option to avoid confusion.
[12:24:27 PM] Veronica: Are you still there?
[12:24:55 PM] springtraveler: i am working
[12:25:05 PM] springtraveler: on it
[12:27:02 PM] Veronica: Okay, currently checking on your product.
[12:29:04 PM] Veronica: Are you still there?
[12:29:56 PM] springtraveler: yes
[12:31:36 PM] Veronica: I can that you still haven't made some changes on your product.
[12:32:38 PM] Veronica: Are you still there?
[12:32:47 PM] springtraveler: i am working on it
[12:33:30 PM] Veronica: You can contact us again once you've made the changes on your product.
[12:34:47 PM] Veronica: Are you still there?
[12:35:06 PM] springtraveler: pls
[12:35:07 PM] springtraveler: wait
[12:35:12 PM] springtraveler: almost there
[12:36:11 PM] springtraveler: I've added two more options.
[12:37:10 PM] Veronica: Yes I can see that on my end, also you still need to update the Tour details as well as the what's excluded.
[12:37:48 PM] springtraveler: i did
[12:41:06 PM] Veronica: I can still see here on my end on the Tour details it still admission not included since you've already added an option you need to change this as well. Also the Inclusions & Exclusions on the What's excluded there's still the Admission to attractions this one shouldn't be on the excluded.
[12:41:38 PM] springtraveler: i delete it?
[12:42:09 PM] springtraveler: Done
[12:42:12 PM] Veronica: You can add it to your Inclusions or not
[12:43:07 PM] Veronica: Also the Tour Details I can still see here that you didn't update this section.
[12:43:57 PM] springtraveler: Not all option include ,
[12:44:26 PM] Veronica: I've also updated your product title, removed the special character since it is a requirement minimum guidelines.
[12:44:57 PM] springtraveler: ok
[12:45:26 PM] Veronica: I can still see here on my end it still admission not included you need to change this as well.
[12:45:57 PM] Veronica: Since you've already provided an option on the Schedules & Price ,so you need to change this.
[12:46:47 PM] Veronica: Are you still there?
[12:47:08 PM] springtraveler: changed
[12:47:44 PM] Veronica: Perfect!
[12:48:40 PM] Veronica: Now I'm going to approve this product, please be advised that this will publish on Viator after 24 hours and for Tripadvisor 5 to 7 days also I'm going to send a recommendations.
[12:49:26 PM] springtraveler: i can still update availability right?
[12:50:56 PM] Veronica: Yes, If you're not connected to the reservation system you can manually update or sold out and not operating, however if you're connected to a reservation system you need to reach out to them and make the changes.
[12:51:33 PM] springtraveler: ok, i am on very start up
[12:51:59 PM] Veronica: Great!
[12:52:23 PM] Veronica: Is there anything else I can help you with/
[12:52:33 PM] springtraveler: no, thanks
[12:53:17 PM] Veronica: My pleasure. Thanks for using Viator Live Chat. Have a great day!
[07/28/2025 08:41:33 PM]
[08:41:33 PM] Virtual Help Assistant: Hello, this is the Virtual Assistant. How can I help you today?
[08:41:34 PM] springtraveler: I need help with something else
[08:41:34 PM] Virtual Help Assistant: Before I connect you with an agent, please enter a short summary of your question below
[08:43:01 PM] springtraveler: Regarding product 5568217P6, I have completed the modifications mentioned in the previous chat. Please assist me in completing the review and release process. Thank you
[08:43:03 PM] Virtual Help Assistant: Thank you. Connecting you to an agent now.
[08:43:10 PM] Maria Cristina: Hi, I'm Maria Cristina. Please give me a moment to read your message so that I can help.
[08:43:29 PM] springtraveler: sure
[08:44:15 PM] Maria Cristina: Allow me to assist you with your product, before we proceed can you confirm the last 2 digits of your bank account?
[08:44:34 PM] springtraveler: 94
[08:45:04 PM] Maria Cristina: Thank you for the information. Let me pull up your account and check this on my end.
[08:45:58 PM] springtraveler: ok
[08:46:38 PM] Maria Cristina: Thank you. Please give me 3-5 minutes to further check your product 5568217P6.
[08:46:47 PM] springtraveler: ok
[08:47:01 PM] Maria Cristina: Thank you.
[08:51:18 PM] Maria Cristina: Thank you for waiting. While checking your product 5568217P6, I notice that some of your attractions the admission is not included. Also the information on your Exclusions Entrance fee - all sites mentioned in the description CNY 558.00 per person
Admission fee - Reed Flute Cave (Ludi Yan) CNY 90.00 per person. Please note that if the attractions are included in your experience the admission on this attractions should be included in your product's original price same with the entrance fee and admission fee in your excluded section.
[08:52:41 PM] Maria Cristina: Are you still there?
[08:54:14 PM] springtraveler: traveler will pay directly on site
[08:55:37 PM] Maria Cristina: I understand. However, please note that it is important that any additional fees are reasonable and clearly communicated to the traveler. Any other fees should be incorporated into the product's retail rate.
What is considered reasonable?
Examples of reasonable fees are:
Small optional extras such as refreshments or a poncho or umbrella in the event of rain, rental fees of wetsuits, etc.
Where for example non-alcoholic drinks are included, but there is the option to purchase alcoholic beverages
Entrance fees that cannot be included in the retail price, such as national park entrance fees, have to be paid directly on arrival.
City taxes that are paid on a per person per day basis
Which fees are not reasonable
Below are examples where extra fees should be included in the overall price of the experience and not listed as an additional fee:
Charges or fees that cover a part of the experience, i.e. entrance tickets to POIs or tickets for an optional river cruise. These should be listed in the retail rate and separated through tour options. Note: This excludes any fees that have to be paid in cash, in destination to an external party (i.e national park entrance fees).
Operational costs such as fuel or congestion charges.
Circumvention cases or bait & switch cases, where the retail rate is set to a lower amount and the operator is charging the customer extra just for the experience.
[08:58:29 PM] Maria Cristina: Are you still there?
[09:00:03 PM] springtraveler: I contacted your colleague earlier today, and he gave me a different proposal that what i modify now. i am confuse now
[09:00:48 PM] springtraveler: from Chat: The admission ticket for Reed Flute Cave (Ludi Yan), Yulong River, Moon Hill, Xianggong Mountain and Impression Sanjie Liu are not included, should traveler will pay for it directly on site? If yes, please add those attractions under What's Excluded section with the prices of it.
[09:03:51 PM] Maria Cristina: Alright. However, if this is part of your tour experience the admission fee should be included in your Tour price.
[09:04:52 PM] springtraveler: traveler will pay for it directly on site, Real-name ticketing on the spot
[09:05:18 PM] springtraveler: i dont sell those tickets
[09:05:23 PM] Maria Cristina: I understand. If this experience is optional on the traveler, you should add this on your product options under the schedules and prices.
[09:07:16 PM] Maria Cristina: I understand. However, if those attractions are part of your tour experience the admission fee on this attraction should be included in your product price.
[09:09:10 PM] springtraveler: It's not friendly experience friendly for my traveler
[09:11:02 PM] springtraveler: If I include these tickets in the price, I need to increase the commission, which is unnecessary for the guests
[09:12:34 PM] Maria Cristina: I understand. Yes, you need to include this tickets to your original price since you are offering a tour.
[09:12:42 PM] springtraveler: I'll help traveler buy tickets on site, but they don't have to pay more than the price of the ticket.
[09:13:52 PM] springtraveler: Payment is made on site directly to the spot
[09:13:55 PM] Maria Cristina: I understand. However, this ticket should be added on your product's original price. You need to add the price of every ticket in every attractions.
[09:14:37 PM] springtraveler: You don't seem to be listening to me. Can I get another customer service?
[09:17:40 PM] Maria Cristina: I understand your concern about the pricing of the product. You can only include this attraction's admission ticket on the product options if this is optional in the traveler. If this part of your Tour experience the admission ticket should be included in your product's original price since you are offering a tour on your traveler.
[09:21:36 PM] Maria Cristina: Are you still there?
[09:23:26 PM] Maria Cristina: Hello, are you still there? Please know that I will need to disconnect this chat if I do not hear back from you soon.
[09:25:00 PM] Maria Cristina: Since I have not received a reply, I'll need to disconnect this chat. Please feel free to get in touch with us if you have any questions via Chat again later. Thank you for reaching out to Viator!
[07/28/2025 06:22:11 PM]
[06:22:11 PM] Virtual Help Assistant: Hello, this is the Virtual Assistant. How can I help you today?
[06:22:25 PM] springtraveler: I need help with something else
[06:22:25 PM] Virtual Help Assistant: Before I connect you with an agent, please enter a short summary of your question below
[06:22:42 PM] springtraveler: I have completed the information additions and price configurations for product 5568217P6, as suggested in a previous email. Please assist me in completing the review and release process. Thank you
[06:22:42 PM] Virtual Help Assistant: Thank you. Connecting you to an agent now.
[06:22:52 PM] Myra Reforsado: Hi, I'm Myra Reforsado. Please give me a moment to read your message so that I can help.
[06:24:51 PM] Myra Reforsado: Hello Chunlai , No worries, let me help you with this product 5568217P6. To proceed securely, could you please provide the last two digits of your bank account?
[06:26:22 PM] Myra Reforsado: Still there?
[06:27:51 PM] springtraveler: yeah
[06:28:01 PM] springtraveler: 94
[06:28:51 PM] Myra Reforsado: Thank you, regarding your concern, can we do the screen sharing so I can walk you through which section of the product you need to update before I publish it?
[06:30:13 PM] springtraveler: sorry, can we just text?
[06:30:42 PM] Myra Reforsado: Sure, please bear with me as I need to review your product first.
[06:31:21 PM] springtraveler: I'll keep online
[06:31:59 PM] Myra Reforsado: Meeting & pickup
Yangshuo County, Yangshuo County, Guilin, Guangxi, China is 88.3km far from the location of this product and Xingpingzhen, Xingpingzhen, Yangshuo County, Guilin, Guangxi, China, 541906 is 69.4 km. Please note that both should be within 50 km. Kindly remove or change these locations.
[06:34:26 PM] springtraveler: We can take it. We can start with the sightseeing in Yangshuo.
[06:34:53 PM] Myra Reforsado: Please update it, ;et me know once you're done.
[06:35:40 PM] springtraveler: What I mean is that the order of the tours is not fixed, so how do I update it?
[06:36:19 PM] Myra Reforsado: What is the location of this product?
[06:37:03 PM] springtraveler: Mostly in Yangshuo
[06:37:55 PM] Myra Reforsado: If that's the case, please remove the Guilin, Guilin, Guangxi, China under Meeting and Pick up section.
[06:38:33 PM] Myra Reforsado: As well as the Guilin Bravo Hotel, No.14 Ronghu South Road, Xiangshan District, Guilin 541002 China because it's 88.9 km far from Yangshuo County, Yangshuo County, Guilin, Guangxi, China
[06:39:23 PM] springtraveler: If departing from Guilin, pick up and drop off from Guilin; if departing from Yangshuo, pick up and drop off from Yangshuo
[06:40:48 PM] Myra Reforsado: Guilin, Guilin, Guangxi, China and Yangshuo County, Yangshuo County, Guilin, Guangxi, China are in different locations. Therefore, you need to create a new product for the other location, as these locations cannot be included in the same product.
[06:42:29 PM] springtraveler: I've deleted the Yangshuo transfer.
[06:42:41 PM] springtraveler: the yangshuo pickup spot
[06:44:13 PM] Myra Reforsado: Okay, let me check.
[06:44:45 PM] Myra Reforsado: Tour details
The admission ticket for Reed Flute Cave (Ludi Yan), Yulong River, Moon Hill, Xianggong Mountain and Impression Sanjie Liu are not included, should traveler will pay for it directly on site? If yes, please add those attractions under What's Excluded section with the prices of it. Are they optional? If yes, please create a product option for it, here's how https://help.supplier.viator.com/en/articles/103-product-options
[06:47:26 PM] springtraveler: yes, traveler will pay directly on site
[06:48:01 PM] springtraveler: Real-name ticketing on the spot
[06:48:30 PM] Myra Reforsado: Please add those attraction under What's Excluded section
[06:49:45 PM] springtraveler: listt detail?
[06:50:12 PM] Myra Reforsado: Just the name of the attractions and the prices of it.
[06:50:46 PM] Myra Reforsado: For example, Attraction 7777--USD 50
[06:52:40 PM] springtraveler: It's optional. we'll take the guest if he wants to go.
[06:53:14 PM] springtraveler: if i exclude them, it looks like i can not offer service
[06:53:33 PM] Myra Reforsado: If that's the case, please create a product option for it, here's how https://help.supplier.viator.com/en/articles/103-product-options
[06:58:37 PM] Myra Reforsado: Hello?
[06:59:24 PM] springtraveler: Updeted excludes
[06:59:43 PM] Myra Reforsado: Let me check it.
[07:01:05 PM] Myra Reforsado: I'm sorry but you need to put each attractions with the prices of it.
[07:01:43 PM] Myra Reforsado: Travelers need to know the prices of it before they book your product, it's for the transparency.
[07:07:10 PM] springtraveler: list all of them in excludes with prices?
[07:07:34 PM] Myra Reforsado: Yes please.
[07:07:57 PM] springtraveler: Or add product option? Which solution would you recommend?
[07:08:58 PM] Myra Reforsado: If those attractions are optional you need to create a product option. But if those attractions are really included to the tour but not the admission ticket, you need to add it under What's Excluded section.
[07:09:50 PM] springtraveler: I'll need to check with the product department, thank you.
[07:10:38 PM] Myra Reforsado: Sure, you can reach out to us anytime if you have the final decision. Thank you for using Viator Live Chat and have a great day.