Correction of a document paid by Adyen payment terminal

If a document to which a terminal payment is linked needs to be corrected, the user will cancel the document in the usual way. Cancellation of the document does not result in cancellation or refund of the payment, but the payment is attached to the source from which it was originally created (reservation or pay master). The payment is therefore traceable directly to the source or in the list of pending external payments Sales > Payments > Pending external payments. If it was only a correction of items or the document header, there is no need to cancel the payment and the payment can be re-closed to the final document in the usual way through the reservation or pay master settlement. By clicking on the green paper symbol next to an unassigned payment, a deposit invoice can be re-created from it, which can then be further used in the settlement. 

 

Payment refund

If it is necessary to refund a payment or if a document is canceled and the payment needs to be returned, you can select the option to refund the payment by clicking on the red cross in the list of pending external payments or in the reservation details. REFUND will return the funds to the card that was used for the payment.

 

Obsah obrázku text, snímek obrazovky, Písmo Popis byl vytvořen automaticky

 

The response from Adyen to a refund request is not immediate and may take several minutes. Therefore, when you click the "Refund" button, the system waits a few seconds to see if Adyen confirms the transaction immediately, and then a message appears: " The operation is being processed: Once the operation is finished, it will be reflected in the system" which can be closed by clicking the cross.

 

Obsah obrázku text, snímek obrazovky, Písmo, řada/pruh Popis byl vytvořen automaticky

 

The transaction will then display the status "Processing," and once Adyen confirms the refund (usually within a few minutes), HotelTime will display a pop-up notification about the result of the refund (confirmation or rejection).


 

 

During this time, the system can be used normally; the operation is processed in the background. If the refund is confirmed, the transaction will disappear from the system, and the time it takes for the funds to be credited back to the guest's account will depend on the guest's bank. Neither HotelTime, Adyen, nor you can influence this timing. If the refund is rejected, you will be informed of the reason for the rejection in a HotelTime pop-up window, and you can also view the details in the Adyen portal. A rejected refund means the money will not be returned to the guest, and the transaction will remain available for use in HotelTime.


Partial Refund of Payment

Performing a partial refund involves two steps:


1. Refund or MOTO Refund on the Adyen Payment Terminal

On the terminal display, select Transactions > New Transaction > Refund (for cases where the customer is present with the card and the card can be tapped on the terminal) or MOTO refund for cases where the customer is not present at the hotel with the card - here you will be prompted to enter the card number. Enter the refund amount and proceed as with a regular payment or MOTO payment.


2. Settlement of Partial Refund in HotelTime

Add an item with a negative value corresponding to the amount of the refund to the reservation, paymaster, or document, and then select Adyen terminal - manual as the method of payment.



Refund of a payment via Adyen terminal that was not initiated from HotelTime

In case a refund is needed for a payment that was not initially initiated from HotelTime to the Adyen terminal, but was performed manually on the Adyen terminal, the procedure is as follows:

 

  1. In HotelTime, cancel the required document > a credit note will be created
  2. Directly on the payment terminal, go to the main page Transactions > History (password input) > a list of transactions will be displayed.
  3. Click on the specific transaction to display the details of that transaction (see fig.1). Then, by clicking on the lock symbol, you can refund the transaction (see fig.2, password confirmation required). Finally, the user confirms the refund (see fig.3).

 

Obsah obrázku text, snímek obrazovky, displej, multimédia Popis byl vytvořen automaticky Obsah obrázku text, snímek obrazovky, multimédia, Operační systém Popis byl vytvořen automaticky Obsah obrázku text, snímek obrazovky, multimédia, Komunikační zařízení Popis byl vytvořen automaticky

Fig 1                                                        Fig 2                                                        Fig 3

 

Refund of a payment previously made other way

The terminal can also process a refund of any amount without being linked to a previous transaction (for example, the payment was made on another provider's terminal, in cash, or by bank transfer). The procedure is as follows:

 

  1. In HotelTime, cancel the required document > a credit note will be created.
  2. Directly on the payment terminal, go to the main page Transactions > New transaction (password input) > select:
    • Refund (enter the password) if it is possible to present the card to the terminal.
    • MOTO refund if it is not possible to present the card to the terminal (the guest is no longer present at the hotel).