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How can I charge against a security deposit?

If an incident occurs during a guest's stay, use this guide to learn how to make a claim against their credit card:

There are two (2) options you can choose to make a claim against a guest's credit card:

1. "Capture" a payment (or withdraw an amount from a pre-authorized security deposit.)

When you capture payment from a security deposit, you can only capture up to the max pre-authorized amount. To do this, find the uncaptured payments in Stripe and process a claim while it's still active. Alternatively, this can be done directly through Autohost (note: every claim done through Autohost will incur a $5 fee.)

Under "Security Deposit," click the dropdown beside "DEPOSIT ACTIONS."

security_deposit_claim

2. Create an invoice and charge the credit card on file.

This option is suitable for higher claim amounts. In this case, you can create a new customer invoice on Stripe, and charge the credit card the guest has on file.

It is very important to do your due diligence when a claim is made against a guest's card. The exact process will depend on your internal policies and business practices, but in general, be sure to do the following:

  • Inform and notify the guest of the charge.
  • Explain to the guest why they are being charged. Remind them of your property rules, policies, and the terms of their rental agreement.
  • When you are involved in a dispute, be sure to have prepared the necessary documentation. Learn how to respond to disputes through Stripe.

A credit card authorization can fail for many reasons. Learn about them by reading this informative article written by Stripe: Decline codes