Post a Card Refund on a Folio (Cloud)
When a guest payment or charge needs to be reversed — for example, a credit card payment processed in error or a guest deposit needing a refund — the refund process in Visual Matrix Cloud allows you to post the refund to the guest’s folio. Always use the same payment method as the original to ensure accurate tracking.
Path: Front Office > Cashiering > Guest Account > In-House Guests > Click on the Guest and Click "View"
Instructions
1. Using "Detail Posting", select the credit code of the method of payment to refund.
2. Enter the amount to refund.
3. Click "Save".
4. The credit card refund screen will usually appear empty. At that point, you have three options:
- Manually enter the card number.
- Swipe or insert the physical card using the pinpad.
- Select a card already on file that has previously been used.
The best practice is to use a card already on file that was previously charged, as this ensures the refund is applied to the original payment method and helps avoid errors or disputes.
5. Click "Credit".
6. Wait for the "Authorization Completed!" message.
7. Click "OK".
5. The refund is posted with the last 4 digits showing in the "Reference" field.
When posting a refund in a hotel's folio system, it's vital to grasp its impact on the folio's balance. Folios contain both Debit entries (like room charges, taxes, and extras) and Credit entries (including payments and adjustments) and aim to maintain a zero balance. Refunds act as Debit adjustments, canceling out previous payments. To balance the folio, a corresponding Credit adjustment is needed to offset the initial Debit entry, which could include room charges or other expenses. This dual adjustment ensures a balanced folio, accurately reflecting the guest's financial transactions, upholding financial accuracy and transparency in hotel accounting.
If you need to issue a refund due to an adjustment, always post the adjustment first, followed by the refund. This order ensures tax calculations remain accurate and that the refund reflects the correct financial details, helping maintain precise accounting records and avoiding discrepancies.
Still need help with this topic?
Ask Yourself:
- Did I open the correct guest folio (in-house or checked out) and have access to Detail Posting?
- Did I select the correct refund accounting code matching the original payment method?
- Have I entered the correct refund amount?
- Is the payment method still valid (card on file, authorization needed)?
Support May Ask You:
- Which folio (room number + folio letter) are you working on?
- What was the original payment method (card, cash, voucher)?
- What amount are you refunding and why?
- Did you receive any error, or was the “Credit” button disabled?
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