How credit notes work

Updated 2 months ago | 5 min read time

We issue credit notes to correct the value of an invoice we issued. This is usually related to mistakes partners may have made when handling reservation statuses – or the way we’ve calculated commission fees. You can use these credit notes on your future commission invoices. For example, you might request a credit note if a reservation wasn’t cancelled or marked as a no-show when it should have been. Another instance is if you agreed to waive a guest’s cancellation fees, but we’ve still charged you a commission on them.

We only issue credit notes under exceptional circumstances. For this reason, it’s important that you make sure the status of your reservations is always correct in the Reservations section of the extranet.

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Disputing a commission and requesting a credit note

You can dispute a commission and request a credit note yourself in the extranet for reservations that are no older than three months. To do so, follow these steps:

  1. Log in to the extranet
  2. Click on Finance, then select Reservation Statement
  3. Choose the period of invoicing
  4. Find the reservation you want to open a commission dispute for and select it
  5. Check the box under the field that says Dispute commission amount
  6. Click on the blue button that says Dispute reservation (located at the top of the Remarks column)
  7. Choose the reason for the dispute
  8. Specify the details of the dispute
  9. Enter the amount paid by the guest
  10.  Click on Next
  11. Review your claim and then click on Submit dispute

When a dispute is approved, we will then issue a credit note. Keep in mind that you can only dispute commissions reservations that have invoices.

Requesting a credit note without using the dispute option

If there's a mistake in a reservation’s details, or if the dispute option is no longer available, please contact us to explain why you’d like us to issue a credit note. For example, you waived your guest’s cancellation fees but were still charged commission fees on them.

When you’ll know if your credit note is approved

It can take up to 14 working days for us to process your request. You’ll receive a notification in your extranet inbox once we’ve done this. Until then, there’s no need to contact us for an update.

What to do once you receive a credit note

Once we’ve confirmed that we need to correct an invoice for you, keep in mind that this doesn’t mean we’ll send you a new invoice. Instead, your original invoice will remain valid, but we’ll also issue a separate credit note. This will show the amount that needs to be deducted from the original invoice – so you won’t need to pay this amount.

What you do with the credit note depends on its value compared to your original invoice.

  • If it’s for the same amount as your original invoice, we’ll automatically use it to clear your original invoice – you don’t need to do anything
  • If it’s for a lower amount than your original invoice, we’ll automatically apply it to your original invoice – you’ll need to pay the remaining amount of that invoice
  • If it’s for a higher amount than your original invoice, we’ll automatically use it to clear your original invoice and apply the remaining amount to your next invoice – you don’t need to do anything

Keep in mind that credit notes don’t have an expiry date. You can use them for as long as you work with us.

If you have any other questions, take a look at this article about paying your invoices.

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