Support Centre

RoomKeyPMS Payments - Understanding Reversals & Adjustments

Updated on

Reversal/Adjustment

As a best practice, right-clicking on the transaction to perform a reversal/adjustment, will perform the refund to the Credit Card that was originally charged:

Reversal/Adjustment on Previous Processor Transactions

When using the Reverse/Adjust on payments that were made in the property's previous processor, the clerk will be required to obtain the Credit Card details from the guest and enter into the provided fields (this is because the Credit Card number exists in the old processor and not in Fullsteam).

PLEASE NOTE: The Card Number MUST match the original card in order to process:

Posting Negatives

In order to post negative payments, the user must have the RoomKeyPMS Payments Clerk Permission -> 5032 Allow Negative Post Payments; as a best practice, we recommend this only be given to Manager/Supervisors so as to limit the chance of abuse, of this function.

Examples of why posting a negative might be necessary:

  • 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 Fullsteam in order to process the refund.  For this reason, if you need to refund an Expedia Virtual Card, you will need to reach out to Expedia for a NEW Credit Card Number in order to process the refund
  • Property has a payment that was posted on the previous integration and now has a refund that needs to be given to the guest; however, the guest lost their card and had a new card, with a new number, issued.  In this case, the Manager/Supervisor can post a negative to this new card
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