Releasing or charging a security deposit

Overview

When a rental period ends, you must either release the deposit back to the customer or charge it (fully or partially) if damages occur. TWICE Commerce streamlines this process through automated notifications and transparent workflows.

Types of Security Deposits

TWICE Commerce supports two types of security deposits:

Manual Deposits

• Collected outside the platform (e.g., cash or physical item)
• Requires manual tracking and handling
• The system provides reminders but doesn't process the transaction

Automatic Deposits (Card Pre-Authorization)

• Processed through TWICE Commerce
• Holds funds on customer's card
• Enables automated release or charge

Charging a Security Deposit

1. Access the Order Payment Summary

• Wait for the end-of-rental notification
• Navigate to the order in your dashboard
• Click "Payment Summary"

2. Choose Charge Amount

• Select "Charge Deposit"
• Enter the amount (full or partial)
• Provide a reason for the charge
• Click "Confirm Charge"

3. What Happens Next

• The customer receives automated notification
• The transaction appears in Payment History
• Funds are transferred from hold to charged status

Releasing a Security Deposit

1. Access the Order

• Navigate to the order when the rental period ends
• Click "Payment Summary"

2. Release the Deposit

• Click "Release" next to the deposit line
• Confirm the release by clicking "Release" in the pop-up dialog

3. What Happens Next

• The hold is removed from the customer's card
• The customer receives a confirmation email
• The transaction is recorded in the system

Best Practices

• Review deposits promptly when rentals end
• Document any damage before charging deposits
• Maintain clear communication with customers
• Keep accurate records of all deposit transactions

Important Notes

• For Wix Rentals App users: Only full charges or releases are supported
• Manual deposits must be handled outside the platform
• Always follow local regulations regarding security deposits

Troubleshooting

If you encounter issues:

• Verify the deposit type (manual vs. automatic)
• Check payment method validity and payment processor specific authorization hold limitations.

For additional assistance, contact support via the in-app chat.