In the event that a Timeout Expired error occurs during payment processing, Clerks will now be presented with a series of prompts designed to help prevent duplicate charges.
When performing a Post Payment, if a payment is successfully processed by RoomKeyPMS Payments but fails to post to the RoomKey database (e.g., on a Guest Folio, City Ledger, etc.) due to a Timeout Expired error, the Clerk will now be presented with a series of prompts designed to help prevent duplicate postings.
A message will appear advising the Clerk that the transaction was successfully processed by the Payment Processor; however, an issue occurred while attempting to post the payment to the RoomKey database. The message will then ask whether the Clerk would like to retry posting the payment to the RoomKey database only. The Clerk should select YES to proceed.
NOTE: Selecting YES will only create the posting in RoomKey, it will NOT process the payment a 2nd time
If Yes is selected, RoomKey will retry to post the payment to the RoomKey database ONLY. If the post is successful, the following message will appear:
If Yes is selected and the 2nd attempt fails as well, the below message will appear. The Clerk should then proceed to the Payment Reconciliation Report and attempt to match the Non-Matching Transaction as a way of posting to the Guest Folio. If the payment is still unable to post to the Guest Folio using the Payment Reconciliation Report, RoomKeyPMS Support should then be contacted for further assistance.
If No is selected to the initial retry message, the following message will appear.
If YES is selected, RoomKey will no longer attempt to repost the Payment to the RoomKey database and the Clerk will then need to go to the Payment Reconciliation Report to resolve the Non-Matching Transaction.
If NO is selected, RoomKey will once again attempt to post the Payment to the RoomKey database ONLY.
If a Timeout Expired error occurs during the Check‑out process—where the payment is successfully processed by RoomKeyPMS Payments but fails to post to the Guest Folio—the Clerk will now be presented with a series of prompts designed to help prevent duplicate postings.
A message will appear advising the Clerk that the transaction was successfully processed by the Payment Processor; however, an issue occurred while attempting to post the payment to the RoomKey database. The message will then ask whether the Clerk would like to retry posting the payment to the RoomKey database only. The Clerk should select YES to proceed.
NOTE: Selecting YES will only create the posting in RoomKey, it will NOT process the payment a 2nd time
If Yes is selected, RoomKey will retry to post the payment to the RoomKey database ONLY. If the post is successful, the following message will appear and the room will be checked out.
If Yes is selected and the 2nd attempt fails as well, the below message will appear. The Clerk should then proceed to the Payment Reconciliation Report and attempt to match the Non-Matching Transaction as a way of posting to the Guest Folio. If the payment is still unable to post to the Guest Folio using the Payment Reconciliation Report, RoomKeyPMS Support should then be contacted for further assistance.
If No is selected to the initial retry message, the following message will appear.
If YES is selected, RoomKey will no longer attempt to repost the Payment to the RoomKey database and the Clerk will then need to go to the Payment Reconciliation Report to resolve the Non-Matching Transaction.
If NO is selected, RoomKey will once again attempt to post the Payment to the RoomKey database ONLY