The discussion below is to demonstrate a use case in which Credit Card data is not sent from Heartland to RoomKeyPMS.
In the example below, Kelly Gregory has checked into the hotel using a MasterCard and was charged for the One Night stay:
This MasterCard is then saved in Guest Profile:
The guest is now given a Credit On their folio and a refund is necessary => the guest now wants to use a different Credit Card for the Refund (PLEASE NOTE: some properties will not allow refunds to go back to different Credit Cards than what was originally processed; please discuss with your team leads/managers). When this type of transaction is done with Heartland, the Credit Card information (other than the last four characters of the card) are not returned to RoomKeyPMS; however, the transaction will still be processed and Transaction Id will be sent to the PMS:
Because the Credit Card information is not sent back from Heartland, the Credit Card is not stored in the Guest Profile area.
Should the property then try to Reverse this Transaction, the following error message will appear:
To remove the transaction:
- Check the Disable on-line processing check box => this will be an "offline" reversal
- The user can then go into Heartland Gateway and do a reversal of the transaction