Why can’t I capture or refund a security deposit?

If you’re unable to capture or refund a deposit, it may be because the hold has expired, or your user role lacks permission to perform this action.

🪜 Steps to Troubleshoot

1. Verify hold expiry date:
   Go to Booking → Payments tab and check Hold Expiry.

2. Check your user role:
   Some times, only roles with Finance or Head Management permissions can perform deposit captures or refunds, depending on your company’s set up.

3. Ensure gateway support:
   Stripe and Mamopay allow capture/refund through PMS. Other gateways require manual processing.

4. Expired deposits cannot be captured:
   Once expired, you must request a new deposit.

💡 Tips

• Always capture deposits within the active hold period.

• PMS will display “Refunded” automatically when the gateway confirms the transaction.