Payments in the Host App (payment links, refunds, payments page)

Included in all plans; needs a connected payment provider (the Payments page supports Mollie only)Host AppFor hosts

Needs: Any staff user, within the Host App payment actions an admin allows in Backoffice › Settings › Payments

Hosts can send a guest a payment link, refund a deposit, or check which payments came in, without leaving the Host App. Which of these actions floor staff may use is decided per location by an admin.

Where to find it

  • On a reservation: the Payment section of the details pane, with the Actions buttons. This section appears on reservations that have payment information or the status Awaiting payment.
  • The Payments page: Host App menu › Payments, or Payments in the header's More actions menu.

What it does

On a reservation

  • Shows deposits, payment links, amounts paid, refunds (gross, net, "refund pending") and the provider references.
  • Request payment: "Send the guest a secure payment link by email. The reservation moves to 'Awaiting payment'." Enter Amount (EUR) and an optional note, then Send email.
  • Issue refund: leave the amount empty to refund the full remaining balance, or enter a partial amount (never more than the refundable amount), add an optional internal note, then Confirm refund. The status updates once the provider has processed it.
  • Cancel a pending payment request ("Pending: …").

Payments page ("Payments received through Mollie, newest first, with the reservation each one paid for.")

  • Filters: All, Paid, Refunded, Not linked, Cancelled bookings, Open or failed; search by guest, description or payment ID.
  • Each payment shows date, type (Deposit, Payment link, Gift voucher, Outside 10Seat), amount, status and the linked reservation.
  • Manage a payment: Link it to a reservation (for payments taken outside 10Seat), Unlink, or Refund.
  • Load older payments for earlier history.

How to request a payment on an existing reservation

  1. Open the reservation and go to Payment › Actions (see Troubleshooting if there is no Payment section).
  2. Tap Request payment.
  3. Enter the amount and an optional note to the guest.
  4. Tap Send email. The status changes to Awaiting payment; when the guest pays it becomes Payment received.
  1. Open Payments and filter Not linked.
  2. Tap Manage › Link, choose the Reservation date, filter by guest and pick the booking.

Good to know

  • An admin chooses in Backoffice › Settings › Payments › Host app payment actions whether staff may Send payment links, Issue refunds and Cancel payment requests from the Host App. Buttons that are not allowed are hidden.
  • Payment links need Mollie or MultiSafepay connected for the location and a guest email address.
  • If a guest pays after their booking was closed, the reservation shows "The guest paid after this reservation was closed. Reinstate it or refund the payment." and staff get a notification.
  • Payment chips can be hidden per device with Payments & POS in Display mode (this also hides the Payments menu item).

Troubleshooting

"The payments overview only supports Mollie for now." Your location uses another provider (for example MultiSafepay). Use the reservation's payment section, or your provider's dashboard.

"No Mollie account is connected for this location." Connect Mollie in Backoffice › Settings › Payments.

"Refunds from the Host app are turned off. An admin can turn them on in Backoffice → Payments." Refunds are not allowed for floor staff at this location. Ask an admin, or refund from the Backoffice.

"Link this payment to a reservation to refund it." Unlinked payments cannot be refunded from this page. Link it first.

"This payment is refunded from the reservation itself, not from this page." Open the linked reservation and use Issue refund there.

"Enter a valid amount (minimum €0.01)" The amount is empty or too small.

The Request payment button is missing

  • The Payment section (and its Actions) only appears in the Host App on reservations that already have payment information (a deposit, an earlier payment link, a refund) or the status Awaiting payment. For a booking without any payment yet, add the payment link when you create the booking (Include payment link in confirmation email), or send it from Backoffice › Reservations › edit the booking › Send payment request.
  • Payment links may not be allowed for staff at this location (Host app payment actions), or the Payments & POS display toggle is off on this device.