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Real overpayment vs cent-level overpayment

Two very different types of “overpayment”:
  • Cent-level overpayment (0.01-0.03 €): rounding mismatch from OTA imports. See Cent-mismatch overpayments.
  • Real overpayment: the customer was charged more than once, or the charge was bigger than the amount owed.
This page covers the second case.

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How to identify a real overpayment

1

Open the affected reservation

In the Payments tab, Guest transactions section, review the payment list.
2

Look for duplicate payments

A typical duplicate payment shows:
  • Same date
  • Same amount
  • Same payment method
If you see two identical entries, it’s a duplicate.
3

Check the amount

If the overpayment is several euros (not cents), it’s a real charge the customer expects to see refunded or explained.

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Common causes

  • Double POS charge: the reader failed on the first attempt and the receptionist swiped again, but the first transaction did go through.
  • Customer pays twice by mistake: makes a transfer and then another when the first one doesn’t show.
  • Automatic OTA charge + manual charge: the hotel charged at check-in not knowing the OTA had already billed the customer.
  • Unapplied refund: a refund was issued but wasn’t recorded properly.

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What to do

You can’t delete the duplicate payment from the Roomdoo app. The process is:
1

Confirm with the customer and/or the gateway

Before contacting support, make sure it was actually a duplicate charge (not a failed attempt followed by a successful one).
2

Decide how to handle the refund

The customer may prefer:
  • Refund to the original method (card, transfer)
  • Leave it as credit for a future stay
3

Contact support

Send us:
  • Reservation reference
  • Date, amount, and method of the duplicate payment
  • Customer’s preference (refund or credit)

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When to contact support

Always, once the duplicate is confirmed. Only support can:
  • Remove the duplicate payment from the folio
  • Trigger the refund via gateway (Phone & Sell, Redsys) if applicable
  • Adjust the folio balance back to zero
Don’t void the charge from the POS or delete the transaction from Phone & Sell without coordinating with us. Accounting movements are linked and any uncoordinated reversal leaves fragments hard to reconcile later.