Correcting a bill? This guide shows how to create a corrected bill. Before you do that, make sure you've canceled out the incorrect bill with a rebate.

This guide is specifically for correcting bills which required a refund or had the wrong billing items, but had the correct billing details (for example, name or address). If the items on the bill are correct but you need to change their billing details, follow this guide instead.

  • Create a formal bill if your guest needs an itemized bill (for example, if they need to claim their stay back as a business expense)
  • Create an informal bill if your guest doesn't require an itemized bill--items will be listed as "Additional expenses," so these bills won't be suitable if the guest needs to give their bill to their company to claim expenses.

Create a formal bill

Before you begin: Create a service that has the same name, currency, tax rate, and accounting category as your stay service; and make sure to select Has overridable price in the service options. You'll use this service to replicate the original stay items on the new bill. Learn more about setting up your stay service and creating new services.

Step 1: Re-create the original bill

  1. Go to the billing screen of the customer whose bill you rebated.
    - To find a customer, you can search for their name or email address. Go to their customer profile, then go to the Billing tab.
  2. Expand the bill you want to add products to (or click + Bill to create a new one).
  3. Click + Product and select the service you'll use to re-create accommodation charges (the one with the same name as your stay service).
  4. Under Amount, enter the price of the customer’s accommodation (from the bill you rebated).
    -If you need every night to be listed separately on the bill, you’ll need to add each night individually.
  5. Click + Product and add every other item that was on the original bill.
  6. Click ˅ Payments to add a ghost payment to the bill.
  7. Choose the same payment type as the original payment.
    - If the original payment was made through Merchant, create a terminal card payment to avoid moving funds in and out of a customer's bank account.
  8. Click Create.

Step 2: Make your corrections

After you re-create the original bill, you can start making any corrections. To cancel items from the original bill, you need to create a negative bill item which cancels it out.

  1. Add the negative bill item to the customer’s profile to cancel out the incorrect bill item.
  2. To refund the customer for the negative item amount, click ˅ Payments.
  3. Choose the payment type you want the customer’s refund to be in.
  4. Click Create.
  5. When the bill is balanced, you can click Close.
  6. After you close the bill, review it and click Close again.

Create an informal bill

Step 1: Re-create the original bill

  1. Open the negative bill (the rebate bill).
  2. Click the Rebate button to create the bill items in the equal but opposite value.
  3. Because the items on the rebated bill have a negative value, clicking Rebate will create the items with positive values (as they appeared on the original bill).
  4. Click ˅ Payments to add a ghost payment to the bill.
  5. Choose the same payment type as the original payment.
  6. If the original payment was made through Merchant, create a terminal card payment to avoid moving funds in and out of a customer’s bank account.
  7. Enter the same amount as the original payment (in positive value).
  8. Click Create.

Step 2: Make your corrections

After you re-create the original bill, you can start making any corrections. To cancel items from the original bill, you need to create a negative bill item which cancels it out.

  1. Add the negative bill item to the customer’s profile to cancel out the incorrect bill item.
  2. To refund the customer for the negative item amount, click ˅ Payments.
  3. Choose the payment type you want the customer’s refund to be in.
  4. Click Create.
  5. When the bill is balanced, you can click Close.
  6. After you close the bill, review it and click Close again.
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