Interactive guide: answer 2 or 3 questions and get the refund procedure that matches your situation, screen by screen. Open the "Refund a guest" guide
Article Summary: Your guest cancels and you keep a cancellation fee. This tutorial shows you how to create, from the invoice, a credit note for the amount you give back, then refund that amount. The part you keep (your fee and its taxes) stays in your sales.
The 5 key steps to refund a guest while keeping a fee:
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Create the invoice: the stay and the guest's payment must be invoiced before any credit note.
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Create the credit note from the invoice: at the bottom of the invoice, click "CREATE A CREDIT NOTE".
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Enter the amount you give back: choose "Free amount", then state whether you enter it "Without taxes" or "With taxes".
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Check and generate: the preview shows the total with taxes; generate the credit note if it is correct.
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Refund: add the refund on the credit note and send it in the payment terminal.
Why follow this guide? The credit note only cancels the part you give back: your cancellation fee stays invoiced, with its taxes, and your accounting stays correct.
1. If not done yet, cancel the booking. You can do it right away: as soon as a payment is recorded, the stay and the payment stay in the billing account.
2. Open the billing account. A cancelled booking is no longer on the planning: go to "My reservations" > "Reservations", search for the booking, then click the 3 dots ("More actions") > "Invoicing".
3. In "Invoice'S account", check the stay and the payment, then click "BILL". Check the proforma invoice and click "INVOICE". The invoice opens. (The invoice already exists? "Documents List" tab, magnifying glass "View details" of the invoice.)
4. At the bottom of the invoice, click "CREATE A CREDIT NOTE".
5. Under "Amount", choose "Free amount". Under "Input type", choose "Without taxes" or "With taxes". Note: "With taxes" is selected by default and the amount is prefilled with the invoice total.
6. Type the amount you give back to the guest. Example: 2-night stay at $289.80 before taxes, you keep a $50 fee → choose "Without taxes" and type 239.80. Reservit shows the matching amount with taxes ($285.36).
Warning: the amount cannot be higher than the amount of the service.
7. Click "PREVIEW" and check the total. If the amount is wrong, click "CANCEL" and correct it. Otherwise, click "GENERATE THE CREDIT NOTE".
8. The credit note opens. At the top, "Related document(s): Invoice …" confirms that it is linked to the invoice.
9. Click "ADD A REFUND". Choose the same method as the guest's payment (for example "VISA / MASTERCARD CREDIT"). The amount is already filled in with the credit note amount: do not change it. The guest paid by card through Reservit: check "Access the Payment Terminal after validation", then click "CONFIRM". (Paid another way: do not check the box, confirm and give the money back yourself.)
10. In the terminal, check the amount and click "SAVE", then "SEND" in the summary ("… card will be credited with …"). The message "Successful operation !" appears: click "CLOSE".
11. Result: the invoice shows the full payment, the credit note shows the refund, and both documents have the status "Paid". You keep your fee and its taxes.
For the details of each refund screen, see How to Refund a Guest in Reservit PMS (Credit Note and Refund).