The following article demonstrates how to reverse or adjust/refund a payment using Stripe Payments. All users will have the ability to reverse or adjust/refund both payments and charges in RoomKeyPMS; if you do not want a user to have access to this function you will need to give the following Reservation Management reverse-permission: 1537 Disallow Reversals/Adjustments/Moves.
When would I Reverse a Payment?
You can use Reverse on a payment if you posted the wrong amount and need to "undo" the posting, then re-post the correct amount. You can also use Reverse to return the full payment amount back to the guest credit card. When you reverse a payment, both the original payment and the reversal transactions are automatically moved to Folio 9 and therefore do not appear on the guest final bill.
When would I Adjust/Refund a Payment?
You would use Adjustment/Refund if a portion of the payment is being refunded back to the guest credit card. You can also use Adjustment/Refund to return the full payment amount back to the guest credit card; however please note that when you adjust/refund a payment, both the original payment and the adjustment remain on the folio and therefore will be visible to the guest on their final bill.
How to Reverse a Payment Using Stripe Payments
- Locate the reservation and select the Folio tab
- Right-Click on the payment, and select Reverse
- Enter a Reason into the field provided and select the OK button
- In the Stripe processing window, select the Post button
Once the payment has been processed, a Stripe window will appear to confirm that the payment was approved. This approval message contains:
- Auth Code: Authorization Code
- Transaction ID: this ID can be used to search for this transaction record in the Stripe portal
- Card Type: this is the card type used to process the payment
Select the Close button to complete the process; if the Print Receipt checkbox is enabled, a receipt will be printed
How to Adjust/Refund a Payment Using Stripe Payments
- Locate the reservation and select the Folio tab
- Right-Click on the payment, and select Adjustment
- Enter the Refunding Amount and a Reason into the fields provided, and then select the OK button
- In the Stripe processing window, select the Post button
Once the payment has been processed, a Stripe window will appear to confirm that the payment was approved. This approval message contains:
- Auth Code: Authorization Code
- Transaction ID: this ID can be used to search for this transaction record in the Stripe portal
- Card Type: this is the card type used to process the payment
Select the Close button to complete the process; if the Print Receipt checkbox is enabled, a receipt will be printed
How to Manually Post a Negative Payment Using Stripe Payments
Clerk Permission 5032, Allow Negative Post Payments is required to process a negative payment amount. If you do not have this permission, you must use the reverse or adjust/refund functions described above instead.
Locate the guest reservation and complete the following:
- Select the Post Payment button
- In the Payments window, enter the negative amount to be processed in the Amount field
- Select the OK/Exit button
- In the Stripe processing window, select the Post button
Once the payment has been processed, a Stripe window will appear to confirm that the payment was approved. This approval message contains:
- Auth Code: Authorization Code
- Transaction ID: this ID can be used to search for this transaction record in the Stripe portal
- Card Type: this is the card type used to process the payment
Select the Close button to complete the process; if the Print Receipt checkbox is enabled, a receipt will be printed
How to Manage Payments from a Previous Processor
- Does your property require a booking deposit?
- Do you take a reservation prepayment before guests arrive?
- Have you ever had to adjust or refund a credit card payment after guest check-out?
If you answer "YES" to any of the questions above, the following article will describe how to use Stripe Payments to reverse or adjust/refund a payment that was originally processed using a different payment processor (such as Shift4, Heartland, Fullsteam, or MerchantLink).
This information is not applicable if the original payment was processed using Stripe Payments.
How does it work?
In the following example: a prepaid guest called to complain about the noise from the room next door during their stay and insists on a discount. You offer to adjust 1/2 of the $100 room charge; thus a $50 refund has been made on the RCH Room Charge transaction. And now a $50 refund must be given back to the guest credit card.
For this example, please note:
- The guest's prepayment was made using Shift4, but the property is now using Stripe Payments
- A Token Wipe is performed when transitioning from Shift4 to Stripe Payments
- Tokens contain encrypted credit card information, including Transaction ID
- When a reversals or adjustment/refunds are made without referencing an original Transaction ID, they are considered "Unlinked Refunds"
The guest's full credit card number, expiry date and card holder name are required for this process. The credit card number being refunded MUST match the credit card number that was charged. If the numbers do not match the refund will not process successfully.
Next Steps:
- In the Folio tab, Right-Click on the payment transaction and select Adjustment
- In the Refund window, complete the following:
- Refunding Amount - this amount cannot exceed the original posted amount
- Reason - why the refund is occurring
- Card Number - the card number MUST match the original card number being processed. Right click on the original posting and select "Credit Card Info" to verify the last 4 digits of the card.
- *Expiry - enter the expiry date of the card being refunded
- *Card Holder Name - enter the Card Holder Name of the card being refunded
- *Expiry & Card Holder Name do not have to be exact as new Credit Cards can be issues with updated Expiry Dates and/or Name Changes. As long as the Card Number is correct the transaction will proceed to the next step to be processed by Stripe.
- Select the OK button
- In the Stripe popup window, select the Post button
- When the Approved message appears, select the Close button
Once the payment has been processed, a Stripe window will appear to confirm that the payment was approved. This approval message contains:
- Auth Code: Authorization Code
- Transaction ID: this ID can be used to search for this transaction record in the Stripe portal
- Card Type: this is the card type used to process the payment
Select the Close button to complete the process; if the Print Receipt checkbox is enabled, a receipt will be printed
Expedia Virtual Cards processed by the Previous Processor CANNOT be reversed or adjusted to the original card number. The reason is because they are One Time Use cards and once tokenized by the Previous Processor to post the payment, cannot be then re-tokenized by Stripe in order to process the refund.
You will need to reach out to Expedia for a NEW Credit Card Number in order to process the refund. This refund can then be processed by Manually Posting a Negative Payment.