Refund Guest Advance Deposit (Cloud) 🎥
🎥 Watch Video
Refunding an advance deposit helps correct mistakes or handle guest cancellations. In Visual Matrix Cloud, refunds are permitted only before check-in, because after check-in the deposit moves to the folio and affects ledger entries. This article shows you how to initiate a refund and what options you have if the deposit has already transferred.
Path: Front Office > Reservations > Search and Open the Reservation
Instructions
1. Click Deposit Details to open the window listing all advance deposits already posted for that reservation.
2. Select the specific deposit entry (check the date and amount) that you want to refund.
3. Click Refund Deposit to start the refund process.
4. In the refund window, you’ll see two fields: Amount to Forfeit and Amount to Refund. The Forfeit Amount is prefilled automatically based on your property’s financial parameters. The difference between the deposit and any forfeit will display in the Refund Amount field. You may adjust either field as needed, provided the remaining deposit balance does not go below $0.
5. Select the method of payment for the refund (this is mandatory):
- If there is no refund to process, choose Cash.
- If you are issuing a refund, always select the same payment method as the original deposit (for example: Visa, MasterCard, Amex).
6. Click Post to complete the refund.
7. After posting, verify that the refund and/or forfeit are reflected correctly in the reservation record.
Still Need Help With This Topic?
Ask Yourself:
- Is the reservation still before check-in?
- Has the advance deposit been transferred to the folio?
- Am I refunding the correct deposit entry (matching date & amount)?
- Do I have access/permission to perform refunds?
Support May Ask You:
- Which reservation & guest name?
- Which deposit line are you referencing (date, amount)?
- What payment method was used originally, and what method are you refunding to?
- Did any error appear or did the refund not show up?
- Are you working before or after check-in?
Related Articles
Related Articles
Post a Guest Advance Deposit (Cloud) 🎥
? Watch Video Advance deposits play a key role in hotel operations by securing reservations, ensuring payment commitment, and maintaining accurate financial records. In Visual Matrix Cloud, you can post an advance deposit directly from the ...Void a Guest Advance Deposit (Cloud)
Sometimes a deposit is posted by mistake, for the wrong amount, or needs to be canceled before the guest checks in. Voiding an individual advance deposit in Visual Matrix Cloud removes that payment from the guest’s record—helping your team maintain ...Print an Advance Deposit Receipt (Cloud)
Advance deposits are a vital part of hotel operations—they reassure guests that their reservation is secured and give your team clear records of payments received. In Visual Matrix Cloud, you can quickly provide proof of these deposits through ...Refund a Forfeited Advance Deposit on a Cancelled Reservation (Cloud)
When a guest cancels a reservation, an advance deposit may be forfeited automatically depending on the reservation type—for example, with non-refundable bookings. In some cases, however, you may need to return that forfeited amount, such as when the ...Cancel a Guest Reservation w/ an Advance Deposit (Cloud)
When a reservation is canceled, whether by the guest or property, the system needs to follow your cancellation policy and deposit rules. If the cancellation is outside the allowed policy period, the system will prompt you to confirm and to provide a ...