How to Refund a Guest

Modified on: Fri, 24 Apr, 2020 at 10:59 AM

Applies to:          Rover PMS             Rover Overlay

How to Refund a Guest

To refund a guest, please follow the steps below.

  1. Before issuing a refund, review all open bills to make sure none of the bills have pending corrections that may affect the refund amount.
  2. Then, navigate to the Bill # that needs a refund: Front Desk > Search Reservations > Stay Card > Bill & Charges > Pay.

Scenario 1: 

The credit amount exceeds the fees (the bill has a negative balance).

Notice that if the bill has a credit balance, this balance auto-populates, and the REFUND button is also activated.

Verify the payment type and amount to refund are correct.



Scenario 2:

The fees exceed the credit (the bill has a positive balance), or the bill has zero balance.

To refund in this scenario, manually enter a negative amount to activate the REFUND button, and then make a refund.

Verify payment type and click REFUND.

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