Waiving a Deposit or Other Amenity Charge
How to waive an outstanding amenity deposit or add-on when a resident shouldn't be charged after all, and why it reads as "Waived" rather than "Voided."
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If a resident shouldn't be charged for an outstanding deposit or add-on after all, for example the booking was cancelled, a dispute was resolved in the resident's favor, or the item was never actually used, waive the charge instead of leaving it outstanding forever.
Who can use it: staff, board members, or PMs with amenity booking edit permission on the property.
Steps
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Open the booking's Payment & Refunds tab and click Collect payment.
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Check the charge(s) you want to waive. You can waive a single line or several at once.
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Choose Void.
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Confirm. No card is charged and no money moves. The action is written to the Audit Log with your name.
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Marked waived. The charge now shows Waived, with Waived by <your name> (staff) in the drawer.
Waived, not Voided
A charge you waive through this action always reads Waived, in a neutral gray, not the red Voided label used elsewhere for cancelled fees. That distinction is intentional: "Waived" tells staff and residents at a glance that this was a deliberate decision to release the resident from what they owed, not a booking error.
One known exception: if the charge you're waiving was an optional item the resident added themselves while amending their own booking (rather than one you added for them), it may show Voided instead of Waived. This is a display-only quirk; the underlying action, and what the resident sees happen to their charge, is identical either way. See "Troubleshooting" for more on this.
What this doesn't do
Waiving only affects the payment. It doesn't cancel the booking itself, and the resident isn't notified when a charge is waived; they'll simply see the status change the next time they check their booking. If you need to cancel the booking too, use the existing cancel booking action separately.
What happens to the books
Waiving is money-neutral: no cash moves, no invoice is created for the waived amount, and no journal entry posts for it. The waive itself is still recorded permanently in the Audit Log, so there's a full record of the decision even though no money changed hands.