> ## Documentation Index
> Fetch the complete documentation index at: https://docs.roomdoo.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Real overpayment / duplicate charge

> When the overpayment isn't cent-level rounding but a real duplicate charge, what to do and how to handle the refund.

## 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](/en/payments/overbooking-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.

## How to identify a real overpayment

<Steps>
  <Step title="Open the affected reservation">
    In the **Payments** tab, **Guest transactions** section, review the payment list.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Check the amount">
    If the overpayment is several euros (not cents), it's a real charge the customer expects to see refunded or explained.
  </Step>
</Steps>

## 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.

## What to do

**You can't delete the duplicate payment from the Roomdoo app.** The process is:

<Steps>
  <Step title="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).
  </Step>

  <Step title="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
  </Step>

  <Step title="Contact support">
    Send us:

    * Reservation reference
    * Date, amount, and method of the duplicate payment
    * Customer's preference (refund or credit)
  </Step>
</Steps>

## 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

<Warning>
  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.
</Warning>