Live Capture in Credit Card Transactions (PMS)
Live Capture is the process Visual Matrix uses to confirm credit card charges in real time. When enabled, transactions are recorded at the moment they’re made, reducing settlement errors and helping properties keep their batches aligned with the processor. This article explains how Live Capture works in credit card transactions and what it means for your daily operations.
Overview of the Three-Step Process
Step 1: Authorization
Authorization checks that the guest’s card has enough available funds before the charge is finalized.
Authorization does not collect money; it only places a temporary hold.
Step 2: Live Capture
Live Capture confirms the charge in real time and records it in Visual Matrix and the processor.
Once a transaction is live captured, it cannot be voided or edited. To correct, you must refund and repost.
Advance deposits and refunds are not included in Live Capture. These are only sent during the batch process.
Step 3: Batch Processing
At night audit (or when settlement occurs), Visual Matrix groups all captured transactions into a batch and sends it to the processor for settlement.
If the batch does not settle, review unsettled transactions and contact support if needed.
What Live Capture Really Means
Live Capture means that once a guest’s payment is approved, Visual Matrix immediately confirms and secures the charge with the processor. This removes the waiting period that normally happens during nightly settlement and helps ensure payments are valid as they occur.
Important Implication: Irreversibility After Capture
Once a transaction is live captured, it cannot be changed. You cannot void it, edit it, or override it. This safeguard is intentional—it guarantees that captured transactions remain consistent between Visual Matrix and the processor.
What to Do If a Correction Is Needed
If a payment was captured in error, the only way to correct it is to refund the original charge and then repost the correct amount. This ensures the processor and PMS stay in sync.
Always double-check amounts before confirming a charge to avoid extra refund/repost work.
Important Note about Refunds and Reposts. Refunding and reposting triggers a new authorization:
- Credit Cards – usually a minor impact.
- Debit Cards – more sensitive. Refunds may take several days to appear back in the guest’s account, which can cause confusion. Guests may feel double-charged or not see the refunded funds right away.
Always double-check amounts before confirming a charge to avoid extra refund/repost work.
Why Live Capture is Beneficial
Live Capture reduces settlement issues because most transactions are already secured by the time nightly audit runs. This means fewer unsettled batches, fewer discrepancies with the processor, and less time spent troubleshooting payment mismatches. For hotels, it means faster, more reliable revenue posting and fewer calls to support.
Exceptions to Live Capture
Not every transaction type is captured immediately. In Visual Matrix:
- Advance deposits are only posted during batch settlement.
- Refunds are also only processed during batch settlement.
This is by design and helps prevent premature captures before the guest arrives.
Live Capture in Visual Matrix ensures secure, real-time, and irreversible commitment of credit card funds at the moment of posting. It bridges the gap between the pre-authorization at check-in and final settlement in the batch — but it comes with the responsibility of accuracy. By understanding how it works and what it locks in, hotel staff can avoid costly mistakes and ensure smoother payment operations.
Best Practices for Using Live Capture
To make the most of Live Capture and avoid common pitfalls:
- Double-check all charges before posting, especially room rates and incidentals.
- Train staff on when Live Capture occurs and how it differs from regular posting.
- Act quickly if an adjustment is needed — once a payment is captured, a refund (not a void) may be the only option.
- Keep reports clean by reviewing pre- and post-capture logs to spot discrepancies early.
Still Need Help With This Topic?
Ask Yourself:
- Did my transaction disappear after authorization?
- Am I trying to void or edit a live-captured payment?
- Is a refund not showing up until batch settlement?
Support May Ask You:
- Which property and processor are you using?
- Was this transaction an advance deposit or a refund?
- Do you have the batch date/time when the issue occurred?