Refund a cancellation and keep a fee in Reservit?

You will create a credit note for the amount you give back, then refund that amount. You keep your fee. 1. If not done yet, cancel the booking 2. Open the guest's invoice 3. At the bottom of the invoice, click CREATE A CREDIT NOTE 4. Choose Free amount 5. Click PREVIEW, check, then GENERATE THE CREDIT NOTE 6. On the credit note, click ADD A REFUND 7. In the payment terminal, send the refund

Give back a deposit after a cancellation in Reservit?

You will cancel the whole invoice, give back only the deposit to the guest, then use the rest of the credit note to settle the rest of the invoice. 1. If not done yet, cancel the booking 2. Open the guest's invoice 3. At the bottom of the invoice, click CREATE A CREDIT NOTE 4. Choose All services 5. Click PREVIEW, check, then GENERATE THE CREDIT NOTE 6. On the credit note, click ADD A REFUND 7. In the payment terminal, send the refund 8. Settle the rest of the invoice with the credit note

Refund one night or one room less in Reservit?

The invoice must first be created with the full stay. Then you create a credit note for the removed night or room only, and you refund it. 1. If not done yet, change the booking 2. Open the guest's invoice 3. At the bottom of the invoice, click CREATE A CREDIT NOTE 4. Choose Specific lines 5. Click PREVIEW, check, then GENERATE THE CREDIT NOTE 6. On the credit note, click ADD A REFUND 7. In the payment terminal, send the refund

Refund a guest after check-out in Reservit?

The stay is invoiced and paid. From the invoice, you create a credit note for the amount you give back, then you refund it. 1. Open the guest's invoice 2. At the bottom of the invoice, click CREATE A CREDIT NOTE 3. Choose Free amount 4. Click PREVIEW, check, then GENERATE THE CREDIT NOTE 5. On the credit note, click ADD A REFUND 6. In the payment terminal, send the refund

Give back a payment made twice in Reservit?

You invoice the stay with only one of the two payments. To give back the other one, you invoice it on an "Overpayment" line, cancel that invoice with a credit note, then refund the card through the terminal. 1. Open the billing account 2. Invoice the stay with only one of the two payments 3. Add an "Overpayment" line 4. Invoice this line with the extra payment 5. On this invoice, create the credit note 6. Add the refund with the terminal box checked 7. In the terminal, choose the extra transaction

Booking prepaid on a platform in Reservit?

The guest paid the platform: the platform refunds them. There is nothing to refund in Reservit. 1. Handle the cancellation or change with the platform 2. Do not refund anything in Reservit

Refund a guest, step by step

Q: How do I refund a guest in Reservit PMS?

Always start from the guest's invoice: create a credit note linked to that invoice ("CREATE A CREDIT NOTE" button), then add the refund on the credit note. For a card payment made through Reservit, check "Access the Payment Terminal after validation": the terminal sends the money back to the card. You will create a credit note for the whole invoice, then give the full amount back to the guest. 1. If not done yet, cancel the booking 2. Open the guest's invoice 3. At the bottom of the invoice, click CREATE A CREDIT NOTE 4. Choose All services 5. Click PREVIEW, check, then GENERATE THE CREDIT NOTE 6. On the credit note, click ADD A REFUND 7. In the payment terminal, send the refund

Answer 2 or 3 questions. The guide then shows you where to click in Reservit, screen by screen.

Updated November 3, 2026

Stuck?

Choose what is happening: the solution appears.

I created a credit note that is not linked to any invoice

In Documents List, its Linked documents column only shows “Invoice”, with no number (a credit note created from the invoice shows the invoice number). This is a free credit note: it is used to give a credit, which can only pay an invoice in the same billing account. It cannot be used to refund a card: the terminal refuses (“There is no refundable bank transaction”).

The solution:

Cancel it: click the trash can on its line in Documents List, then Yes. Its status changes to Canceled.
Its credit line comes back in Invoice’S account: delete it with its trash can, otherwise it still counts in the account total.
Start again from the guest’s invoice, with the CREATE A CREDIT NOTE button at the bottom of the invoice.

Detailed tutorial: How to Create and Use a Free Credit Note (Store Credit) in Reservit PMS

The payment terminal did not open and the guest received nothing

The Access the Payment Terminal after validation box was not checked when you added the refund. The refund was recorded in Reservit, but the money was not sent to the card.

The solution: delete this refund, then add it again with the box checked.

Open the credit note (magnifying glass in Documents List).
In List of refunds, click the trash can on the refund line, then confirm. The amount remaining to be refunded comes back.
Click Add a refund, choose the same card method, check the box, then click Confirm and follow the terminal.

First make sure the guest really received nothing: deleting the line does not refund anything, it only removes the record in Reservit.

The billing account is negative and the “BILL” button is greyed out

The booking was changed (one night or one room less) before it was invoiced. Reservit recalculated the stay, but the whole payment stayed: the account is negative and the invoice cannot be created.

The solution: add a line so that the account is no longer negative, then create the invoice.

Click New line.
In Recover an existing line, type part of the offer name, then choose the removed room and offer: the price, the category and the taxes are filled in.
Enter the date of the removed night. The Total with taxes must equal the negative amount (without the minus sign). Click Confirm: the account goes back to CA$0.00.
Create the invoice (Bill, then Invoice), then a credit note on the added line only.

I can’t find “CREATE A CREDIT NOTE”, or it doesn’t work

The button is not there: the invoice is not created yet. In Invoice’S account, check the stay and the payment, click Bill, then Invoice.
The button does not work: all the invoice lines already have a credit note, or the amount is 0. Look in Documents List: the credit note is already there, linked to the invoice.

I can’t find the button to refund

It is not on the invoice: it is on the credit note. First create the credit note from the invoice, then click ADD A REFUND.

The credit note amount is wrong

With Free amount, check whether the amount is entered with or without taxes. “With taxes” is selected by default. The amount cannot be higher than the amount of the service: if it is too high, a red cross appears and Preview stays greyed out. Before you generate, the preview shows the total: if it is wrong, click Cancel and correct it.

The credit note is already generated? Contact support.

“The amount can only have 2 decimal places” when paying with a credit note

With the Credit note payment method, the suggested amount sometimes has more than 2 decimals (for example 198.8068), and Confirm stays greyed out.

The solution: retype the amount with 2 decimals (198.81), then confirm.

Refunding to the card is not offered

The guest did not pay through Reservit. The terminal can only refund payments made through the payment processor connected to Reservit (Stripe, PayFacto, Paybox…).

The solution: give the money back by your own means, and add the refund on the credit note with the method you used, without checking the terminal box.

Still stuck? Write to Reservit support: support@reservit.ca, or visit the help center.

Learn more

What a refund changes in your accounting

A refund changes two things: your sales (and taxes) and your money. In Reservit, each document handles one part.

The invoice records the sale

A numbered accounting document. Each service (before taxes), each tax (lodging tax, GST, QST) and the guest’s payment are lines on it. Once it is generated, you do not change it: you correct it with a credit note or, for a simple change of dates, you cancel it and create it again.

The credit note cancels the sale

A numbered accounting document that refers to the original invoice. It cancels all or part of the services, and the matching taxes. Its lines are linked to the invoice lines.

The refund gives the money back

It is a payment in the other direction, recorded on the credit note. It settles the credit note, the same way the guest’s payment settles the invoice.

Example: a cancellation refunded in full

Document	Line	Sales before taxes	Taxes	Money
Invoice 2876	Stay	CA$617.00	CA$110.79	–
Invoice 2876	Card payment	–	–	+ CA$727.79
Credit note 2877 linked to invoice 2876	Stay cancelled	− CA$617.00	− CA$110.79	–
Credit note 2877 linked to invoice 2876	Refund to the card	–	–	− CA$727.79
Result		CA$0.00	CA$0.00	CA$0.00

The stay did not happen: it no longer counts in your sales, you do not report taxes on it, and the money is given back. The invoice and the credit note both have the status Paid. A partial refund works the same way: the credit note only cancels the part you give back, and the part you keep (your fee and its taxes) stays in your sales.

Mistakes that throw off your accounts

Refunding without a credit note: the money goes out, but the sale and its taxes stay in your revenue. Your sales and the taxes you report are too high, and your bank no longer matches your invoicing.
Using a free credit note (created without starting from the invoice): it is not linked to any invoice. It does not cancel the sale of the stay: it is used to give a credit for a future invoice in the same account, not to refund.
Changing the invoice to refund: an issued invoice cannot be changed (accounting rules forbid it). To give money back, use a credit note. For a simple change of dates, cancel the invoice and create it again.
Changing the booking before invoicing: Reservit recalculates the stay but keeps the whole payment: the account becomes negative and the invoice can no longer be created. Invoice first; otherwise, add a line to bring the account back to 0. (A cancellation, on the other hand, keeps the stay line as soon as a payment was made.)

In your reports and accounting export

Turnover report by invoice date: the credit note counts on its issue date, not on the date of the original invoice. Credit notes are grouped in their own category.
Accounting export (QuickBooks, Sage 50, Acomba, Avantage, CSV file): only final, numbered documents are exported, that is invoices and credit notes. Proforma invoices are not exported.
In the export, invoices and credit notes go to the sales journal; payments and refunds go to the bank journal.

I want to give a guest a credit (goodwill gesture)

Create a free credit note: in the guest’s billing account, Documents List tab, CREATE A CREDIT NOTE button. It will pay a future invoice in this same account (Credit note payment method). It cannot be refunded through the terminal.

Detailed tutorial: How to Create and Use a Free Credit Note (Store Credit) in Reservit PMS

Can I refund a different card?

No, the money always goes back to the card that paid. If it has expired, process the refund anyway: the guest’s bank takes care of it.

Is a credit the same as a credit note?

Yes. Guests may call it a credit or store credit. In Reservit, it is called a credit note: the button is CREATE A CREDIT NOTE.

Can I refund outside Reservit?

Yes. Still add the refund on the credit note, with the method you used (cash, check, transfer…), without checking the terminal box. That way your accounts stay correct.

All refund procedures, as text

Refund a cancellation in full

You will create a credit note for the whole invoice, then give the full amount back to the guest.

If not done yet, cancel the booking You can cancel the booking right away, before or after the invoice. If a payment is recorded, it stays in the billing account with the stay: the rest of the procedure works.
Open the guest’s invoice A cancelled booking is no longer on the planning: go to My reservations → Reservations, search for it, then click the 3 dots (More actions) → Invoicing. Documents List tab → magnifying glass of the invoice.
At the bottom of the invoice, click CREATE A CREDIT NOTE Always start from the invoice, with this button. The credit note is then linked to the invoice, and you can refund. A credit note created somewhere else (for example from Documents List) cannot be used for a refund.
Choose All services The amount shown next to it is before taxes. The total with taxes appears in the preview.
Click PREVIEW, check, then GENERATE THE CREDIT NOTE The amount is wrong? Click Cancel and redo the previous step. The credit note opens. At the top, you see “Related document(s): Invoice …”: it is linked to the invoice.
On the credit note, click ADD A REFUND Method: the same as the guest’s payment (for example VISA / MASTERCARD CREDIT or Debit / credit card). Amount: already filled in, do not change it. Check the Access the Payment Terminal after validation box, then click Confirm. Do not forget it: without this box, the terminal does not open and the money is not sent to the card. The box only appears when you choose a card method.
In the payment terminal, send the refund The terminal opens after Confirm. The money goes to the card only when you click SEND. The terminal did not open? See the solution

Refund a cancellation and keep a fee

You will create a credit note for the amount you give back, then refund that amount. You keep your fee.

If not done yet, cancel the booking You can cancel the booking right away, before or after the invoice. If a payment is recorded, it stays in the billing account with the stay: the rest of the procedure works.
Open the guest’s invoice A cancelled booking is no longer on the planning: go to My reservations → Reservations, search for it, then click the 3 dots (More actions) → Invoicing. Documents List tab → magnifying glass of the invoice.
At the bottom of the invoice, click CREATE A CREDIT NOTE Always start from the invoice, with this button. The credit note is then linked to the invoice, and you can refund. A credit note created somewhere else (for example from Documents List) cannot be used for a refund.
Choose Free amount Under Input type, choose Without taxes or With taxes (“With taxes” is selected by default, with the total already filled in), then type the amount you give back to the guest. Example without taxes: a stay of CA$243, you keep a CA$50 fee → type 193 (CA$229.67 with taxes). You keep CA$50 + taxes. The amount cannot be higher than the amount of the service. If it is too high, a red cross appears next to “Amount” and Preview stays greyed out.
Click PREVIEW, check, then GENERATE THE CREDIT NOTE The amount is wrong? Click Cancel and redo the previous step. The credit note opens. At the top, you see “Related document(s): Invoice …”: it is linked to the invoice.
On the credit note, click ADD A REFUND Method: the same as the guest’s payment (for example VISA / MASTERCARD CREDIT or Debit / credit card). Amount: already filled in, do not change it. Check the Access the Payment Terminal after validation box, then click Confirm. Do not forget it: without this box, the terminal does not open and the money is not sent to the card. The box only appears when you choose a card method.
In the payment terminal, send the refund The terminal opens after Confirm. The money goes to the card only when you click SEND. The terminal did not open? See the solution

Give back a deposit after a cancellation

You will cancel the whole invoice, give back only the deposit to the guest, then use the rest of the credit note to settle the rest of the invoice.

If not done yet, cancel the booking You can cancel the booking right away, before or after the invoice. If a payment is recorded, it stays in the billing account with the stay: the rest of the procedure works.
Open the guest’s invoice A cancelled booking is no longer on the planning: go to My reservations → Reservations, search for it, then click the 3 dots (More actions) → Invoicing. Documents List tab → magnifying glass of the invoice.
At the bottom of the invoice, click CREATE A CREDIT NOTE Always start from the invoice, with this button. The credit note is then linked to the invoice, and you can refund. A credit note created somewhere else (for example from Documents List) cannot be used for a refund.
Choose All services The amount shown next to it is before taxes. The total with taxes appears in the preview.
Click PREVIEW, check, then GENERATE THE CREDIT NOTE The amount is wrong? Click Cancel and redo the previous step. The credit note opens. At the top, you see “Related document(s): Invoice …”: it is linked to the invoice.
On the credit note, click ADD A REFUND Method: the same as the guest’s payment (for example VISA / MASTERCARD CREDIT or Debit / credit card). Amount: replace it with the deposit amount. Check the Access the Payment Terminal after validation box, then click Confirm. Do not forget it: without this box, the terminal does not open and the money is not sent to the card. The box only appears when you choose a card method.
In the payment terminal, send the refund The terminal opens after Confirm. The money goes to the card only when you click SEND. The terminal did not open? See the solution
Settle the rest of the invoice with the credit note Go back to the invoice: Add a payment → Credit note method → Credit note to use: choose the credit note → Confirm. Message “The amount can only have 2 decimal places”? The suggested amount has too many decimals: retype it with 2 decimals (for example 198.81), then confirm.

Refund one night or one room less

The invoice must first be created with the full stay. Then you create a credit note for the removed night or room only, and you refund it.

If not done yet, change the booking One night less: the simplest is the quick change on the planning: drag the edge of the booking block by one night, then click SAVE in the “Change dates” window. One room less, or a more complex change: open the booking, click the pencil, remove the room (“This action will delete booking room. Continue ?” → YES), then CONFIRM. The invoice already exists: Reservit warns that the change “won’t be applied in your invoice account”. This is normal: the credit note will make the correction.
Open the guest’s invoice In the booking: Invoice(s) → ACCESS THE BILLING ACCOUNT → Documents List → magnifying glass of the invoice.
At the bottom of the invoice, click CREATE A CREDIT NOTE Always start from the invoice, with this button. The credit note is then linked to the invoice, and you can refund. A credit note created somewhere else (for example from Documents List) cannot be used for a refund.
Choose Specific lines One night less: check the stay line and replace the Quantity with the number of nights removed. One room less: only check the line of the removed room. Total selected lines shows the amount of the credit note.
Click PREVIEW, check, then GENERATE THE CREDIT NOTE The amount is wrong? Click Cancel and redo the previous step. The credit note opens. At the top, you see “Related document(s): Invoice …”: it is linked to the invoice.
On the credit note, click ADD A REFUND Method: the same as the guest’s payment (for example VISA / MASTERCARD CREDIT or Debit / credit card). Amount: already filled in, do not change it. Check the Access the Payment Terminal after validation box, then click Confirm. Do not forget it: without this box, the terminal does not open and the money is not sent to the card. The box only appears when you choose a card method.
In the payment terminal, send the refund The terminal opens after Confirm. The money goes to the card only when you click SEND. The terminal did not open? See the solution

Change the dates of a stay already invoiced

The invoice already exists: you will cancel it (the stay and the payment go back to the billing account), change the dates of the booking, then create the invoice again. No credit note, no refund.

Cancel the invoice In the booking: Invoice(s) → ACCESS THE BILLING ACCOUNT → Documents List. On the invoice line, click the trash can. At the message “You are about to cancel your invoice. This action is irreversible, do you want to continue?”, click YES. The invoice gets the status Canceled. The stay and the guest’s payment go back to Invoice’S account. No credit note needed here.
Change the dates of the booking The simplest: the quick change on the planning. Stretch the booking, or move it to the new dates. For a more complex change: open the booking, click the pencil, change the dates, then Confirm. Do not cancel the booking: changing it is enough. In the “Change dates” window, choose the price, then click Save.
Create the invoice again In the booking: Invoice(s) → ACCESS THE BILLING ACCOUNT. In the Invoice’S account tab, check the stay and the guest’s payment, click Bill, check the preview of the invoice (proforma invoice), then click Invoice. The invoice opens. Check the new dates on the proforma invoice.

Change the dates before invoicing

The invoice is not created yet: just change the dates of the booking. No need to cancel the booking, and the guest’s payment stays in the billing account.

Change the dates of the booking The simplest: the quick change on the planning. Stretch the booking, or move it to the new dates. For a more complex change: open the booking, click the pencil, change the dates, then CONFIRM. Do not cancel the booking: changing it is enough. In the “Change dates” window, choose the price, then click SAVE.
Create the invoice as usual The guest’s payment is still in the billing account. You will create the invoice for the stay, at its new dates, as usual.

Refund a guest after check-out

The stay is invoiced and paid. From the invoice, you create a credit note for the amount you give back, then you refund it.

Open the guest’s invoice In the booking: Invoice(s) → ACCESS THE BILLING ACCOUNT → Documents List → magnifying glass of the invoice.
At the bottom of the invoice, click CREATE A CREDIT NOTE Always start from the invoice, with this button. The credit note is then linked to the invoice, and you can refund. A credit note created somewhere else (for example from Documents List) cannot be used for a refund.
Choose Free amount Under Input type, choose Without taxes or With taxes (“With taxes” is selected by default), then type the amount you give back to the guest, for example a CA$50 goodwill gesture with taxes. Would you rather give the guest a credit for a future stay? Do not refund: create a free credit note in the guest’s billing account instead (see “I want to give a guest a credit” at the bottom of the page).
Click PREVIEW, check, then GENERATE THE CREDIT NOTE The amount is wrong? Click Cancel and redo the previous step. The credit note opens. At the top, you see “Related document(s): Invoice …”: it is linked to the invoice.
On the credit note, click ADD A REFUND Method: the same as the guest’s payment (for example VISA / MASTERCARD CREDIT or Debit / credit card). Amount: already filled in, do not change it. Check the Access the Payment Terminal after validation box, then click Confirm. Do not forget it: without this box, the terminal does not open and the money is not sent to the card. The box only appears when you choose a card method.
In the payment terminal, send the refund The terminal opens after Confirm. The money goes to the card only when you click SEND. The terminal did not open? See the solution

Give back a payment made twice

You invoice the stay with only one of the two payments. To give back the other one, you invoice it on an “Overpayment” line, cancel that invoice with a credit note, then refund the card through the terminal.

Open the billing account In the booking: Invoice(s) → ACCESS THE BILLING ACCOUNT. In Invoice’S account, you see the stay and two “Règlement” (payment) lines for the same amount: the account is negative. Do not delete the extra line: the trash can removes the record but does not refund anything.
Invoice the stay with only one of the two payments Check the stay and only one of the two payments (Total selected lines is 0), click Bill, then Invoice. The stay invoice has the status Paid. The stay invoice already exists with one payment? Go to the next step.
Add an “Overpayment” line Click New line and fill in: Label: “Overpayment (duplicate payment)”; Unit price: the amount of the extra payment; Applicable tax: “Duty free”; Option category in the turnover report: “Credit”. Click Confirm.
Invoice this line with the extra payment Check the “Overpayment” line and the remaining payment (Total selected lines is 0), then click Bill and Invoice. This invoice has the status Paid.
On this invoice, create the credit note At the bottom of the overpayment invoice, click Create a credit note, keep All services, then Preview and Generate the credit note. At the top, “Related document(s): Invoice …” shows the overpayment invoice.
Add the refund with the terminal box checked On the credit note: Add a refund, the method of the guest’s card (for example VISA / MASTERCARD CREDIT), check Access the Payment Terminal after validation, then Confirm.
In the terminal, choose the extra transaction The terminal opens in Refund mode. Under “Which bank transaction would you like to make a refund on?”, it lists all the card payments of the booking, with their date, time and amount. Choose the extra one (usually the second), check the amount, then click Save, Send, and Close on the message “Successful operation !”.

Booking prepaid on a platform

The guest paid the platform: the platform refunds them. There is nothing to refund in Reservit.

Handle the cancellation or change with the platform The guest paid the platform (Booking.com, Expedia…), not your property. So the platform refunds the guest, according to the conditions of the booking. Make the cancellation or change on the platform side (your extranet), or ask the guest to contact the platform.
Do not refund anything in Reservit No credit note and no refund to the card: the money did not go through you. Have you already charged the platform’s virtual card (VCC)? A virtual card is not refunded like a guest’s card: do not use the terminal. Ask the platform how to fix it.