If an enquiry is received by a property regarding a transaction on someone's credit card and this person does not have a reservation or guest profile in the system, there are several methods for identifying a corresponding transaction in RMS.
No Payment Gateway
Properties who do not use a Payment Gateway with RMS will need to locate the transaction directly in RMS and can use the following guide to assist in this process.
In RMS, generate a Cash Transactions Report for the date of the Charge Request as well as one day either side. Ensure to select a Payment Method and Credit Card Type to narrow down the returned data.
If card details are entered into RMS these will be included on the Cash Transactions report masked with only the final four digits displayed as xxxx-xxxx-xxxx-1234.
If no card details are entered into RMS this column will remain blank and cannot be used to pinpoint the corresponding transaction.
Using all details obtained by the cardholder enquiring, a match should be able to be identified on the Cash Transactions Report.
Once the corresponding transaction has been identified, the Reservation Number & Account Number can be used to review associated information in RMS.
Properties using a Payment Gateway with RMS should start the search for the transaction in the property's payment gateway account.
Once located this will provide an RMS reference such as an Account Number which can then be reviewed in RMS to assist further with the enquiry.