Working with automatic security deposits

What Are Automatic Security Deposits?

Automatic security deposits are temporary holds placed on a customer's payment card 24 hours before their rental period begins. Unlike manual deposits, these are automatically processed through the platform, reducing administrative work and providing better security for both parties.

How Automatic Deposits Work

1. When a customer places an order, they're informed about the deposit amount during checkout
2. 24 hours before the rental starts, the deposit amount is temporarily reserved on their card
3. The funds are held (not charged) until the rental period ends
4. Based on the order outcome, you can:
   • Release the deposit (no charge)
   • Charge partially (for minor damages)
   • Charge fully (for major damages or non-returns)

Managing Different Scenarios

Successful Order Completion

When items are returned in good condition:

1. Navigate to the order in your admin dashboard
2. Review the return condition
3. Click "Release Deposit" to return the held funds
4. The customer will receive an automatic notification

Note: The security deposit is released automatically also if you click "End order". So always check the condition of the returned products before you end the order in TWICE as the released deposit cannot be charged after the release has been confirmed.

Partial Charge Scenario

For minor damages or issues:

1. Document the damage with photos and communicate the matter to the customer.
2. Navigate to the order's deposit section
3. Select "Partial Charge"
4. Enter the amount and reason
5. Confirm the charge
6. The remaining deposit will be released automatically

Full Charge Scenario

For significant damages or non-returns:

1. Document the situation thoroughly and communicate the matter to the customer.
2. Navigate to the order's deposit section
3. Select "Charge Full Deposit"
4. Enter the reason for the full charge
5. Confirm the charge

Important Considerations

• Pre-authorization limits vary by payment processor:
  • TWICE Payments: 28 days
  • Stripe: 7 days (Mastercard) / 5 days (VISA)
  • Wix Payments: 7 days
• Only credit/debit card payments are supported
• Clear communication with customers about deposit policies is essential
• Always document damages before charging deposits

Best Practices

1. Set clear deposit policies in your terms and conditions
2. Document item condition before and after rental
3. Communicate promptly with customers about deposit decisions
4. Keep detailed records of all deposit transactions
5. Process deposit releases promptly after successful returns

Need Help?

Contact Twice Commerce support if you encounter any issues with deposit management or have questions about specific scenarios.