Batch Settlement Process – Step by Step
Processing credit card payments in Visual Matrix PMS involves more than just charging a guest’s card—it’s part of a multi-step financial workflow that ensures funds are securely transferred to your property’s bank account. From the moment a card is authorized to the final batch settlement with your payment gateway, each stage plays a critical role in successful payment processing and reconciliation.
This article provides a step-by-step breakdown of the credit card transaction lifecycle, explains how batch settlements work, and outlines how to identify, troubleshoot, and prevent common issues. Whether you’re a front desk supervisor, general manager, or part of the accounting team, understanding this process will help you stay ahead of potential problems and ensure every dollar is accounted for.
Credit Card Transaction Lifecycle
- Authorization: Place a hold during check‑in or deposit.
- Capture: Upon posting a payment or deposit, funds are captured and blocked.
- Batch Submission: All captured transactions are grouped into a “batch.”
- Batch Settlement: The batch is sent to the gateway; funds transfer to the property.
- Reconciliation: Confirm settlement and reconcile in Visual Matrix.
Understanding Batch Statuses
Statuses, Definitions & Troubleshooting
Statuses | What It Means | Typical Scenario | Troubleshooting Steps |
Settled | Batch successfully settled via gateway. | Batch submitted during night audit, funds transferred. | Confirm in Supervisor interface/report. No action needed. |
Unsettled | Batch failed to settle; not processed. | Capture occurred but settlement failed. | In Supervisor view, click Re‑Settle Batch. Investigate alerts or errors. Check gateway portal for discrepancies. Submit ticket if needed. |
Missing | No transactions captured for that date. | No credit‑card activity. | This is normal. No action required. |
Out of Sequence | Batch number doesn’t follow sequence. | Gateway switched or a batch is missing. | If switching providers: ignore for ~30 day. Otherwise, possible missing batch—open a Critical ticket. |
Common Issues & Solutions
Network/Communication Failures
- Cause: Gateway connectivity dropped mid‑settlement.
- Solution: Retry via Re‑Settle Batch; contact IT for network stability.
Data Discrepancies (Count/Amount Mismatch)
- Cause: Manual adjustments via gateway or edits outside PMS
- Solution: Avoid direct edits in gateway; if edits were made, submit a ticket and open missing batches.
Auto-Close Settings Conflict
- Cause: Gateway closed batch before PMS.
Empty Batch Alert
- Cause: No activity, but attempt to settle.
- Solution: “Missing” is OK. No detail means no transactions
Out‑of‑Sequence Alerts
- Cause: Skipped or removed batch number.
- Solution: Confirm if gateway change occurred; otherwise open a critical incident ticket
How to Check Batch Settlement
Supervisor Console
Path: Front Office > Supervisor > System Maintenance > Credit Card Interface
View batch list with: Batch #, Audit Date, Settlement Date, Charges/Credits/Total, Status (Settled, Unsettled, Missing).
For unsettled, click the date and use Re-Settle Batch.
Night Audit Report
Path: Accounting > Night Audit > Reprint Report – Credit Card Batch
Displays each transaction and its status (including “Unsettled” tags)
Common Troubleshooting Scenarios
Scenario | Indicators | Recommended Actions |
Some transactions unsettled | “Batch is Settled” but individual transactions are “Unsettled” in detail list | Repost and void on individual folios; do not void before reposting. Submit ticket if repost fails. |
Manual edits in gateway | Batch fails with mismatch errors | Reconcile manually or resubmit batch; avoid gateway-side transactions without PMS. |
Batch closed early by gateway | Batch stays Unsettled with timing mismatch | Turn off auto‑close in gateway settings. |
Out‑of‑Sequence error | Batch # skipping days or wrong sequence | If provider change: ignore for ~30 days. Otherwise, open critical support ticket. |
“No detail records” message | Seen when settling with no transactions | Acceptable; no action needed unless unexpected no-transactions day. |
Summary & Best Practices
Lifecycle: Authorization → Capture → Include in Batch → Settle → Reconcile
Status Guide: Settled ✅, Unsettled ⚠️, Missing 🚫, Out‑of‑Sequence 🔄
Best Practices
- Never edit transactions directly in the gateway.
- Disable auto‑batch‑close functionality.
- Regularly check and reconcile unsettled transactions via reports and Supervisor view.
- Provide detailed information if filing a support ticket (dates, batch number, screenshots).
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