This troubleshooting guide helps you identify which correction method to use when a payment needs to be reversed, refunded, or adjusted in RMS.

Overview

When a payment issue arises on a reservation or account, RMS provides three main correction methods: Refund, Reverse Receipt, and Credit Adjustment. Choosing the wrong method can cause reporting discrepancies, reconciliation issues, or failed transactions.

This article helps you quickly diagnose your situation and follow the correct resolution path. It also covers common errors and when to contact the RMS Support Team.

Which Correction Method Should I Use?

Use the decision table below to identify the correct method for your situation.

How to Process Each Correction

Refund

Open the Account in RMS.

1. Highlight the Receipt to be refunded.
2. Navigate to the Corrections menu.
3. Select Refund.
4. Choose the Refund Type (for example, Credit Card).
5. Enter the Refund Amount.
6. Select a Print Action and add a Comment if required.
7. Select Process.

The refund will appear on the account highlighted in orange and will be included in the Cash Transaction Report for the accounting date on which it was processed.

For detailed instructions, see Refund.

Reverse Receipt

Open the Account in RMS.

1. Highlight the Receipt to be reversed.
2. Navigate to the Corrections menu.
3. Select Reverse Receipt.
4. Confirm the reversal when prompted.

The receipt will be removed from the account view but remains recorded in financial reports for audit purposes.

For detailed instructions, see Reverse a Receipt.

Credit Adjustment

Open the Account in RMS.

1. Navigate to the Corrections menu.
2. Select Credit Adjustment.
3. Enter the Amount and a Description.
4. Select Process.

For detailed instructions, see Apply a Credit Adjustment.

Common Problems and Solutions

Unable to Refund a Reservation Made Online

Symptom: You receive an error or the refund option is not available for a reservation booked through the RMS Booking Engine or an Online Travel Agent (OTA).

Possible causes:

• The payment was processed through a gateway token that has expired or been removed.
• The original receipt type does not match the refund type selected.
• The Refund Limit has been exceeded for the property or user.

Solutions:

• Confirm the correct credit card token is still active in the guest's Vault.
• For Credit Card Token receipts, select Credit Card as the refund type, then choose the matching receipt.
• If the token has expired, use a Blind Refund to process the return to a different card.
• Check with a System Administrator if the refund limit needs to be increased.

Incorrect Receipt Posted to an Account

Symptom: A receipt was posted for the wrong amount, to the wrong account, or with the wrong receipt type.

Solutions:

• If the receipt was posted today (same accounting date): use Reverse Receipt to remove it, then re-apply the correct receipt.
• If the receipt was posted on a previous accounting date: use Refund to reverse the original amount, then post a new receipt for the correct amount.

RMS Pay or Gateway Refund Fails

Symptom: The refund is processed in RMS but the funds are not returned to the guest's card, or you receive a gateway error.

Possible causes:

• The original card has expired or been cancelled.
• The gateway connection has timed out or is experiencing an outage.
• The refund amount exceeds the original transaction amount.

Solutions:

• Check the payment status in the Automated Payments Dashboard for error details.
• If the card is no longer valid, use a Blind Refund to refund to a different card.
• If the gateway is experiencing issues, wait and retry. If the problem persists, contact the RMS Support Team.

Cannot Refund a Receipt After a Balance Transfer (Payment Gateway)

Symptom: A receipt that was originally paid through a Payment Gateway cannot be refunded because a Balance Transfer has been applied against the original receipt. The refund screen returns the error "Sorry, you don't have any available funds."

Why this happens: When a payment is processed through a Payment Gateway that does not support blind refunds, the value of the original receipt is consumed by the Balance Transfer. Reversing or returning the balance to the original account does not free those funds for refund, because the Balance Transfer line remains applied and continues to draw on the original receipt's value.

Diagnose:

• Open the original receipt on the guest's Reservation Account.
• Check whether any Balance Transfer lines reference the receipt. If they do, the transferred portion of the original payment cannot be refunded back through the Payment Gateway. Use Locate Transferred Funds or Charges to trace where the funds were moved.
• Confirm the original payment method on the receipt. The behaviour described here applies when the original payment was processed via a Payment Gateway label (for example, EFTPOS or Credit Card via the Payment Gateway).

Solutions:

• Refund outside the Payment Gateway. Arrange a refund to the guest using an alternative method, for example, a manual bank transfer. Once the funds have been returned, post a manual refund receipt in RMS so the transaction is reflected correctly for accounting. See Manually Reverse a Refund for the manual posting workflow.
• Check whether your Payment Gateway offers an Extranet workaround. Some Payment Gateways allow refunds to be processed directly through the gateway's own Extranet, independent of RMS. If this option is available, process the refund there and then post a manual refund receipt in RMS to keep the transaction in sync. Confirm with your gateway provider whether this is supported before attempting it.
• If the Balance Transfer was made in error. A Reverse Balance Transfer may be available to undo the transfer before the refund is attempted, depending on the receipt's status. Check this option first if the transfer was unintended.

Account Balance Shows Incorrect Amount After Correction

Symptom: After processing a refund or reversal, the account balance does not match expectations.

Possible causes:

• A Reverse Receipt was used across different banking periods, causing a reporting discrepancy.
• Credit card transaction fees were not accounted for in the refund amount.
• Multiple corrections were applied to the same receipt.

Solutions:

• Review the account's transaction history in detail to identify all corrections applied.
• Check the Cash Transaction Report for the relevant accounting dates.
• If a Reverse Receipt was used across periods, a correcting Credit Adjustment may be needed to balance the account.
• Credit card transaction fees are automatically deducted from the refund amount. If the fee needs to be included, it must be voided separately.

Cannot Check Out a Guest with an Outstanding Balance

Symptom: A warning message prevents you from checking out a guest because the account shows an outstanding balance.

Solutions:

• Review the account to identify any unpaid charges or pending payments.
• If the balance is incorrect, apply the appropriate correction (Refund, Reverse Receipt, or Credit Adjustment) using the decision table above.
• If you need to override the warning, check with a System Administrator to confirm the property allows balance override at check-out.

Refund Processed but Funds Not Received by Guest

Symptom: The guest reports they have not received a refund that was processed in RMS.

Solutions:

• Credit card refunds can take 5 to 10 business days to appear on the guest's statement, depending on their bank.
• Verify the refund type on the reservation account.
• If processed using a Payment Gateway, check the gateway portal to see if the refund is visible.
• If the refund shows as successful but the guest still has not received it after 10 business days, contact the RMS Support Team with the transaction reference.

Related Articles

• Reverse Receipt vs Refund
• Refund
• Reverse a Receipt
• Blind Refunds
• Reverse a Refund
• Apply a Credit Adjustment
• Release Funds for Refund Without Voiding a Charge
• Refund Limit
• Applying Guest Credit as a Receipt
• Balance Transfer
• Reverse Balance Transfer
• Locate Transferred Funds or Charges
• Manually Reverse a Refund