FAQ - Accounting / City Ledger
City Ledger Invoices, Statements, and Records
How can I print a statement for a City Ledger account that has made a payment?
Statements for City Ledger accounts can be printed by going to Accounting > City Ledger > Print Statements.
Can I search for a City Ledger invoice by folio number?
Yes, you can. Since the folio number is the same as the confirmation number, simply use the search feature and select “Confirmation Number” from the options to find the invoice.
Can I reprint a City Ledger invoice after it has been paid?
Yes. Fully paid City Ledger invoices can be reprinted from Invoice History. Reprinting an invoice does not affect the account balance, payment status, or invoice history—it generates a copy of the completed invoice for reference or record-keeping only.
Can I unapply only part of an invoice?
No. Unapplying an invoice removes the entire invoice application. Individual charges within an invoice cannot be partially unapplied.
If only specific charges need correction, consider adjusting the related folio instead. Any changes made to the folio will automatically update the associated City Ledger invoice total.
How do I reapply an invoice after unapplying it?
After an invoice is unapplied, its charges return to an unapplied state within the City Ledger account.
To reapply:
- Review and correct the related folio charges if needed.
- Generate a new invoice that includes the desired charges.
- Apply payments as appropriate.
The system will treat the newly generated invoice as the active billing document.
What does “Exclude 0 Balance” mean when printing City Ledger statements?
When printing City Ledger statements, the Exclude 0 Balance option removes accounts with a zero outstanding balance from the on-screen results.
This setting only affects which accounts appear in the search grid. It does not change the content of the printed statement itself. Statement content is determined by the selected date range.
Why does a paid invoice still appear on a City Ledger statement?
City Ledger statements display the full transaction history of an account within the selected date range, including invoices and payments.
Even after an invoice is paid, it remains part of the account’s history and may still appear on the statement. Statements summarize account activity — they do not remove paid invoices.
Payments, Credits, and Refunds
What are the correct steps for sending City Ledger bills, posting payments, and managing invoices?
To properly manage City Ledger (Direct Bill) invoices and payments, follow these steps in order:
- Post the Direct Bill (DB) payment code to the guest’s folio and complete the checkout for the reservation.
- Generate the City Ledger invoice after checkout. Learn more...
- Once the invoice is created and sent to the appropriate City Ledger account, post the payment to that account. Learn more...
- Apply the posted payment to the corresponding invoice. Learn more...
Following this sequence ensures that invoices, payments, and account balances remain accurate in City Ledger.
How do I refund a settled credit card payment in a City Ledger account?
If a credit card payment has already settled, the correction must be handled from the original folio, not from the City Ledger account. Once a transaction is settled, it cannot be voided from the City Ledger side.
Scenario 1: The Invoice Amount Was Reduced After Payment Was Taken
If the folio charges are decreased after payment has already been applied:
- Open the original folio.
- Adjust or reduce the charges as needed.
- Post the refund on the folio for the appropriate amount.
If necessary, you may need to unapply the City Ledger payment to access the folio from the City Ledger screen. However, you can also open the folio directly from the Front Office side.
At the end of this process:
- The folio balance remains correct.
- The Direct Bill amount stays the same.
- The refund is properly recorded on the folio.
Scenario 2: The Client Overpaid or the Hotel Charged Too Much
If the payment taken was larger than the correct invoice amount:
- Open the original folio.
- Post a refund for the overpaid amount.
- Override or adjust the Direct Bill amount by adding the refund amount back to the Direct Bill total.
This will:
- Bring the folio balance back to zero.
- Adjust the City Ledger invoice to match the corrected amount.
- Properly reflect the refund in the folio history.
When a credit card transaction has settled, corrections must be completed on the folio side, not in the City Ledger account. City Ledger does not allow applying debits directly to an invoice to correct overpayments.
Handling the adjustment through the folio ensures:
- Accurate accounting records
- Correct invoice totals
- Proper refund documentation
- A clean audit trail
What happens when I unapply a City Ledger payment?
Unapplying a payment removes the payment’s application from all invoices it is currently applied to and returns the payment to an unapplied state. If a single payment was applied to multiple invoices, unapplying it will remove the payment from all associated invoices at once.
This action should be used carefully and only when correcting payment application errors.
Can I unapply a City Ledger payment?
Yes. City Ledger payments that have been applied to invoices can be unapplied using the Unapply Check option in Payment History. This returns the payment to an unapplied state so it can be corrected or reapplied as needed.
If the payment was applied to multiple invoices, unapplying it will remove the payment from all associated invoices.
Can I transfer a credit from a folio to a City Ledger account?
No, not directly. If the folio has a credit balance (meaning there’s more payment than charges), Visual Matrix will not let you use the Direct Bill (DB) function, because there’s nothing to bill—only money to return.
However, you can still move the credit by doing this:
- Void the original payment on the folio.
- Direct Bill the remaining charges (if any) to the City Ledger account.
- Then, repost the payment directly on the City Ledger account instead.
What happens if I unapply an invoice that already has payments applied?
If payments were applied to the invoice, unapplying the invoice will remove those payment applications. The payments will return to an unapplied status within the City Ledger account.
After unapplying:
- The invoice balance will reflect the full original amount.
- Payments must be reviewed and reapplied to the appropriate invoice.
Always verify the account balance and payment distribution after unapplying to ensure billing accuracy.
I have a City Ledger balance that will never be paid. How do I remove it?
If a City Ledger balance will not be collected and has been approved for removal, you should use A/R Direct Bill Write Off. This payment type permanently removes the outstanding balance from the account and closes the receivable for accounting purposes.
Before posting a Write Off:
- Confirm collection efforts have been completed.
- Ensure management approval has been obtained according to your property’s accounting policies.
A write-off reduces the account balance and should only be used when the debt is considered uncollectible.
Our brand credited us on our monthly or quarterly brand statement for loyalty reward stays. How do we reflect that in City Ledger?
When your brand issues a credit on your franchise or brand statement — typically for reservations paid using reward points or membership programs — you should use A/R Direct Bill Credit on the City Ledger account.
This payment type:
- Reduces the City Ledger balance
- Does not record actual funds received
- Reflects the reimbursement or offset provided by the brand
Use this option when the balance is being reduced due to a credit issued by the brand rather than a direct payment from the client.
This code is commonly used for loyalty program reimbursements or franchise statement credits related to reward-night reservations.
I direct billed all reward/points folios to the Brand City Ledger account. How do I offset them?
If you have Direct Billed reward or points folios to your Brand City Ledger account, you should use A/R Direct Bill Credit to offset those balances once the brand issues the corresponding credit on your franchise or brand statement.
This payment type:
- Reduces the City Ledger balance
- Does not represent funds collected
- Reflects the reimbursement or offset provided by the brand
Post the A/R Direct Bill Credit for the amount shown on your brand statement so the City Ledger balance aligns with the reimbursement received.
This is commonly used for loyalty or membership program stays where the guest paid with points and the brand reimburses the property separately.
Aging, Balances, and Account Health
What are “Uninvoiced Items” in the City Ledger Aging Report?
Uninvoiced items are charges that have been posted to a City Ledger account but have not yet been converted into an invoice.
These may include:
- Charges transferred from a guest folio
- Direct postings to a City Ledger account
- Adjustments that increase the account balance
Even though an invoice number has not been created, these amounts still affect the account’s outstanding balance and appear in the aging columns (Current, 30 Days, 60 Days, 90+ Days) based on the original posting date.
If uninvoiced items appear on the report, review the City Ledger Account Detail to determine whether an invoice needs to be generated. To see the folios included in the uninvoiced amount, open the City Ledger account and select Print Invoices.
It is important to review and address uninvoiced items regularly to ensure accounts are invoiced promptly, payments are received on time, and the Aging report remains accurate.
How do I clear uninvoiced items in my AGING Ledger?
Uninvoiced items are Direct Bills posted to City Ledger Accounts but not yet invoiced. To clear them, select and print each direct bill separately or in bulk to generate invoices. You can do this in Accounting > City Ledger > Print Invoices, depending on how you plan to apply payments to the invoices.
How do I clear old City Ledger balances?
If you have City Ledger accounts with outstanding balances that you know will not be collected, you can use the “A/R Direct Bill Write Off” (DW) payment code to clear them. This code allows you to write off the specified amount directly from the City Ledger balance.
Since these amounts are being written off, we strongly recommend notifying your accountant so they can properly record and account for the adjustment in your financial records.
What does "City Ledger Credit Limit Exceeded" mean?
This message appears when a City Ledger account’s outstanding balance has reached or exceeded its configured credit limit. The system prevents additional Direct Bill charges from being posted until the account balance is reduced or the credit limit is increased.
To resolve this message:
- Apply payments to reduce the account balance, or
- Increase the credit limit in the City Ledger account settings (if appropriate).
Credit limits are used to help manage account exposure and control billing risk.
How do I change a City Ledger credit limit?
To change the credit limit for a City Ledger account:
- Navigate to: Accounting > City Ledger > Account Listing
- Select the City Ledger account you want to update.
- In the City Ledger Credit Information section, locate the Credit Limit field.
- Enter the new credit limit amount.
- Click the Save (floppy disk) icon to apply the change.
The updated credit limit will immediately affect how the system evaluates the account’s outstanding balance.
Increasing a credit limit allows additional Direct Bill charges to be posted. Before adjusting the limit, confirm that the account’s billing terms and payment history support the change.
City Ledger Account Management
Can I delete a City Ledger account?
City Ledger accounts in Visual Matrix cannot be deleted, but they can be deactivated. Once deactivated, these accounts will no longer appear in your Front Office account list, helping to keep your account management system organized and current.
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