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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 on prepaid reservations coming in from an OTA. See Cent-level overpayments on prepaid OTA reservations.
  • 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, Registered payments section, review the payment list.
2

Look for duplicate payments

A typical duplicate payment shows:
Reservation's registered payments with each payment's date, method and amount, and the + Refund button
  • 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.
  • Payment repeated with the payment link: the link doesn’t expire and isn’t blocked once the reservation is paid; if the guest didn’t see the confirmation and paid again, there will be two payments.
  • Automatic OTA charge + manual charge: the hotel charged at check-in not knowing the OTA had already billed the customer.
  • Payment recorded twice in Roomdoo: the customer paid only once, but the payment was recorded twice.
  • Unapplied refund: a refund was issued but wasn’t recorded properly.

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What to do

1

Confirm with the customer and/or the gateway

First, make sure whether the money was really charged twice or the payment was only recorded twice in Roomdoo (don’t mistake a failed attempt followed by a successful one for a double charge).
2

If it was only recorded twice in Roomdoo

Cancel the extra payment: under Registered payments, open the payment’s ⋮ menu and click Cancel charge. If it was reconciled with an invoice, it’s unlinked automatically.
3

If the customer really paid twice

Agree with the customer how to handle it:
  • Refund to the original method: do it yourself from the card terminal, your gateway’s panel or your bank (Roomdoo doesn’t issue card refunds) and then record it on the reservation with + Refund. If your account already has the new payment window (being rolled out gradually), you record the refund from the payment’s ⋮ menu → Refund.
  • Keep it for a future stay: Roomdoo doesn’t keep credit balances per customer. Leave the overpayment on this reservation and, once the new one exists, contact support to move the payment.

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When to contact support

  • Roomdoo won’t let you cancel the payment (for example, because its date falls in an accounting period that is already closed).
  • The duplicate payment came in automatically with the OTA reservation: check with support before changing it.
  • The customer wants the overpayment applied to another reservation.
  • The folio balance is off after cancelling the payment or recording the refund.
Send us:
  • Reservation reference
  • Date, amount, and method of the duplicate payment
  • Customer’s preference (refund or move to another reservation)
Cancel charge is only for payments recorded by mistake that were never actually collected. If the customer really paid twice, don’t cancel the payment: refund it on the card terminal, gateway or bank and record the refund in Roomdoo, so the cash session and the books reflect both movements.