SAAM Give money back to a guest. A payment is never edited or deleted: the refund is recorded as its own line, and the original payment shows what was refunded beside it.
Who: Front Desk and Reservations staff.
Where: the guest's page, under Payment: the icons at the end of the payment's line.
Refund a payment
- Click the Refund this payment icon (the curved arrow) on the payment's line.
- The dialog shows how much can still be refunded and how it goes back. Enter the amount and click Refund.
- Enter the reason (optional) and click Refund.
- If SAAM asks Who are you?, click Identify me and enter your staff number and PIN. The refund then goes through.
What happens next
- Cash: it comes out of the open Front Desk till at once, under your name. SAAM says Refunded.
- Card, wallet or bank transfer: SAAM says Sent to Finance. The payment's line shows "amount with Finance" until Finance sends the money back and records it. If Finance rejects it, they give a reason and you are told.
- The Refunded column shows the amount refunded, and what is left if it was a part refund.
Void a card payment
Use this when a card payment is cancelled on the card machine during the same shift.
- Do the void on the card machine first and keep the void slip.
- Click the Void this card payment icon (the circle with a line) on the payment's line.
- Enter the Void slip number.
- Enter your staff number and PIN.
- Click Void.
The whole amount comes off the same till shift, marked as a void. Finance is told.
Rules and limits
- Cash goes back from the Front Desk till only. Reservations can't give cash.
- The void icon shows only for a card payment whose till shift is still open and that has not been refunded. After the shift closes, refund it instead.
- A card payment can be voided by the person who took it or by their supervisor.
- A processing fee is not refunded with its payment. Refund it from its own line.