Managing Charges & Payments

When guests purchase upsells or incur service fees, SuiteOp creates reservation charges that track the full lifecycle — from the initial payment through fulfillment. The Charges & Payments section on each reservation gives you a unified view of all charges and the tools to capture, refund, or release payments.

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Viewing Charges on a Reservation

Open any reservation and scroll to the Charges & Payments section. This displays all charges associated with the reservation, including:

• Upsell purchases — Charges created when a guest buys an upsell through the guest portal
• Upsell requests — Authorization holds placed when a guest requests a paid upsell (pending your approval)
• Service fees — Manual fees added to a reservation

Each charge shows the upsell name, amount, payment status, and current workflow stage.

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The Charge Detail Sheet

Click on any charge to open the Charge Detail Sheet, which provides full visibility into the charge and its payment.

Workflow Stepper

At the top of the sheet, a visual stepper shows the charge’s progression through its lifecycle:

• Pending — The charge has been created and is awaiting action
• Approved — You have approved the request (for request-type upsells)
• Delivered — The upsell or service has been fulfilled
• Denied — The request was declined (branching path)

You can advance the charge to the next stage by selecting a new status from the Stage dropdown.

Note

For request-type upsells with an authorization hold, moving the stage to Approved will prompt you to capture the payment. You can capture the full amount or enter a different amount.

Payment Details

The payment details section shows:

• Card — The card network and last four digits used for payment
• Amount authorized — The total amount held or charged
• Amount captured — How much has been captured (for authorization holds)
• Amount refunded — Any refunds issued
• Payment status — The current status (requires_capture, succeeded, refunded, etc.)

Service Fee Line Item

For charges that include a service fee, you will see the price and quantity breakdown below the payment details.

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Payment Actions

Depending on the payment status, different actions are available in the charge detail sheet:

Capturing a Payment

When a guest requests a paid upsell, their card is pre-authorized (a hold is placed) but not yet charged. To capture the payment:

1. Open the charge detail sheet

   Navigate to the reservation and click the charge in the Charges & Payments section.

2. Click Capture

   Click the Capture button in the payment actions area. You can capture the full authorized amount or enter a custom amount for a partial capture.

3. Confirm the capture

   The payment status changes from requires_capture to succeeded, and the funds are transferred to your payment account.

Caution

Authorization holds typically expire after 5–7 days depending on the payment provider. Capture the payment before the hold expires to avoid losing the authorization.

Releasing an Authorization Hold

If you decide not to charge the guest (for example, when denying a request), you can release the hold:

• Open the charge detail sheet
• Click Release
• The hold is removed from the guest’s card and no funds are collected

Issuing a Refund

For payments that have already been captured (status succeeded), you can issue a full refund:

• Open the charge detail sheet
• Click Refund
• The payment is refunded to the guest’s original payment method

Note

Refunds are processed by the payment provider (Stripe, JusPay, or GuestyPay) and may take several business days to appear on the guest’s statement.

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Payment Providers

SuiteOp supports three payment providers for collecting guest payments. The payment form guests see in the portal depends on which provider is assigned to the upsell:

Provider	Setup	Best For
Stripe	Connect via API keys	Organizations already using Stripe for payments
JusPay (Hyperswitch)	One-click setup	Multi-processor payment routing and regional payment methods
GuestyPay	Sync from Guesty	Guesty users who want unified billing

To configure payment providers, see Stripe, JusPay, or GuestyPay.

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Common Workflows

Approve and capture a request upsell

1. Guest requests a paid upsell — a hold is placed on their card
2. You receive a notification (email, SMS, or Slack)
3. Open the charge and change the stage to Approved
4. Capture the payment (full or partial amount)
5. Fulfill the upsell and change the stage to Delivered

Deny a request upsell

1. Guest requests a paid upsell — a hold is placed on their card
2. Open the charge and change the stage to Denied
3. The authorization hold is automatically released
4. Notify the guest through your messaging platform

Refund a completed purchase

1. Open the reservation’s Charges & Payments section
2. Click the charge to open the detail sheet
3. Click Refund to return the full amount to the guest

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Related Articles

• Upsell Request Process — Step-by-step guide for approving or declining upsell requests
• Creating Upsells — Set up upsells and assign payment accounts
• Managing Guest Fees — Add and manage one-off service fees on reservations
• Stripe Integration — Connect Stripe for payment processing
• JusPay Integration — Set up JusPay/Hyperswitch for payments
• GuestyPay Integration — Sync GuestyPay accounts from Guesty