The Guest Credit Card was swiped over the OTA Virtual Credit Card
It happens! But don't panic, the original credit card you need to use is still on file!
This can occasionally happen during the check-in process. Instead of doing the check-in with the virtual credit card and going onto Folio B to save the guest's credit card for any incidental, the guest's credit card is used as the main payment method and swiped on the Folio A. This process is further explained in this article.
What cannot be changed
Unfortunately, the authorization is done and regardless of the correction made from this point, the guest won't see the funds drop from their bank for another 3 to 10 days, depending on his/her bank protocols.
When a credit card authorization occurs, the departure date is also sent to the gateway. If the authorization is not used at this date, it will be automatically released.
To see what you can do in this situation, look at this article.
It is important to note that only an authorization has been processed, and the credit card is not charged until the payment is posted in the folio.
Also, the authorization made on the guest's credit card on Folio A cannot be moved to Folio B. If you still need to authorize the guest's card for incidentals on Folio B, it would have to be processed as a new and separate authorization within the B folio
How to Change the MOP back to the OTA Virtual Credit Card
On VM Cloud
VM Cloud has a feature called Use this card that can be used in this case.
Go to the Payment Method in the Payment Info section at the bottom of the reservation
Click on the pencil next to the credit card method of payment, this will open the Credit Card window
Click on Clear to clear the current credit card in use from the screen (this does not delete the card data, but clears it so you may select or enter another)
Click View
Highlight the virtual credit card - that being the credit card that came in with the reservation, it will be one at the very bottom of the list (the first card saved on file)
Click on "Use this card" at the top of the window
The window will close and get back to the Credit Card Authorize window
Click on Authorize, and then OK once the authorization is completed
On VM Desktop
Unfortunately, VM Desktop does not have the Use this card feature.
Open the reservation
Choose Credit Card, even if it is already chosen, this will open the Credit Card window
Click on Clear to clear the current credit card in use from the screen (this does not delete the card data, but clears it so you may select or enter another)
Click View
Highlight the virtual credit card - that being the credit card that came in with the reservation, it will be one at the very bottom of the list (the first card saved on file)
Click on View at the bottom to reveal the credit card/token number and write it down along with the expiration date
Click OK to close the window and get back to the Credit Card window
Enter manually the credit card number and the expiration date in the designed fields
Click on Authorize, and then OK once the authorization is completed
What can be done to avoid that type of situation
One of the ways to manage Virtual Card Payment reservations is to charge the Virtual Credit Card as an Advance Deposit before the guest's arrival or check-in.
This will ensure that the virtual credit card is charged for the room and tax and if the guest's credit card is swiped by mistake, then it will be only for incidentals.
If not using Advance Deposit, follow the instructions in this article on how to check in a reservation when you have to use the guest credit card on Folio B for incidentals.
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