How do we charge against a security deposit?

If there's an issue during the guest's stay, here's how to make a claim against their credit card:

If there's an incident/damage caused during a guest's stay, there are two ways to charge them:

1. You can “capture” a payment (withdraw an amount from a pre-authorized security deposit.)

When you capture payment from a security deposit, you can only go 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 better for higher 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 making a claim against a guest. The exact process will depend on your internal policies and business practices, but in general, be sure to do the following:

  • Inform/notify the guest of the charge.
  • Explain to the guest why they're 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, and learn how to respond to disputes through Stripe.