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    Solved How do I handle a guest that used the wrong credit card for a reservation payment?

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    • Markus Nordvik
      Markus Nordvik MyVR Employee last edited by

      I was recently asked what do in this situation. When a payment is collected by credit card, our system views that as a completed payment. If you refund a particular payment, we do not mark it as unpaid - the payment had happened and remains recorded.

      I would recommend the following steps:

      (1) Copy the reservation (do not copy over the credit cards or you could accidentally charge the original). Mark this new reservation with a status of ‘reserved’. You don’t need to add the terms yet.

      (2) Cancel the original reservation. It is your choice if you want to immediately refund the guest, or if you prefer to wait to refund the original payment until after the new payment is made.

      (3) Set up terms on the new reservation and send them to the guest. With the original reservation canceled in step #2, there should be no issue for them to book those same dates.

      Jenny Oest 1 Reply Last reply Reply Quote 0
      • Jenny Oest
        Jenny Oest @Markus Nordvik last edited by

        @Markus-Nordvik OR…

        Rather than change the reservation # and create a new agreement, you could do a one-off charge for that amount to the new card, and then do a refund to the old one?

        Markus Nordvik 1 Reply Last reply Reply Quote 1
        • Markus Nordvik
          Markus Nordvik MyVR Employee @Jenny Oest last edited by

          @Jenny-Oest If I could select a best answer, I would do that for yours : )

          1 Reply Last reply Reply Quote 0
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