The Resident's View: What They See and Get Notified
What a resident sees when a deposit is resolved: one combined notification per action, reversal and cancellation notices, and how their invoice and receipt reflect it.
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Staff manage deposits from the Manage deposit popup, but it helps to know exactly what the resident sees on their end, so you can set expectations or answer their questions.
One combined notification per action
Whenever a deposit is resolved, whether it's a full keep, a full return, or a split between the two, the resident receives a single notification covering the whole outcome, by both push notification and email. They are not sent separate notices for the kept portion and the refunded portion.
The notification tells them:
How much, if any, was kept.
How much, if any, was refunded, and that it's on its way back to their card.
If any amount was kept, the category (for example, cleaning, damage, a rule violation) and the reason you entered. Any evidence photos you attached are referenced as well.
Reversal and cancellation notify the resident too
If you later reverse a kept deposit, the resident is notified by email and push that the retained amount was refunded back to them.
If you cancel a pending refund, the resident is not left wondering where their money is, the deposit simply returns to an unresolved state on your side, and you can act on it again from there.
What appears on their invoice and receipt
The resident's copy of the booking invoice reflects the same credit line staff see on their side: if any amount was refunded or returned, a line item shows it and the invoice total updates to match.
The existing Send receipt action on the booking still works the same way for the resident's overall payment, independent of how the deposit itself was resolved.
Good to know
Residents have no access to the staff-side Manage deposit popup, the reversal buttons, or the accounting detail behind any of this. Everything described above is what reaches them automatically once you act.
The reason you enter for a kept deposit is resident-facing, it appears in their notification. Write it the way you'd want a resident to read it. An optional internal note (available on a pure return, or as an internal-only field) is never shown to the resident.
If a resident disputes a kept amount, the category, reason, and any evidence photos you attached are what they, and you, can point back to. See "Keeping part of a deposit" for what's required when you keep an amount.