Overview
Every AmenitizPay payment carries a status that tells you exactly where it stands — collected, waiting on the guest, declined, refunded, in dispute, and so on. This article is the reference for all 11 statuses you'll see across your reservations, plus what (if anything) to do about each one.
For a quick visual read across the whole calendar, you can also colour-code reservations by their payment status — see how to customise your Calendar View.
Before you start
To inspect the status of a specific payment, open the reservation (from the Calendar or Reservations list) and scroll to the Payment section. You'll see the amount to pay, amount paid, amount still due, plus each payment attempt with its method (link, card, bank transfer) and current status.
The status reflects the payment attempt, not the reservation as a whole. A reservation can have several payment lines — for example one Paid line for the deposit and one Scheduled line for the balance.
For OTAs that don't share the guest's contact details, AmenitizPay can't reach the guest to collect payment — those bookings will stay in Waiting until you handle the payment manually.
What each status means
Paid — the payment went through successfully and the funds are on the way to your account.
Waiting — the payment hasn't been collected yet because the guest still needs to act. Most often this means accepting the terms and conditions on their reservation confirmation. Once they accept, the status flips to Paid automatically.
Scheduled — the payment hasn't been collected yet but is set to run on a specific date. If a reservation looks unpaid despite a prepayment rule, check the schedule on the rate plan — adjust the "days before arrival" setting so the charge fires before check-in.
Failed — the payment couldn't be processed. The error is shown in the payment details. The most common cause is a decline by the guest's issuing bank; any amount the guest sees on their card afterwards is usually a bank-side authorisation hold, not a real charge. The confirmed payment is whatever shows as Paid in the reservation.
Canceled — you (or another staff member) cancelled the payment attempt before it completed.
Refunded — you refunded the payment from the reservation, fully or partially.
Expired — the payment request was never completed and is now too old to be paid. Send a new request if you still want to collect.
Overpaid — the total collected exceeds the total owed. Review the charges and payments on the reservation and refund the difference if needed.
Paid Out — successful payment that's already been included in your most recent AmenitizPay payout to your bank account. From an accounting standpoint it's settled.
Disputed — the guest opened a dispute with their bank. Action is required — gather evidence (booking confirmation, T&C acceptance, communication) and respond from the AmenitizPay section before the deadline, otherwise the dispute is automatically lost.
Chargebacked — a previous dispute was resolved in the guest's favour and the funds were pulled back from your account. This is final at the bank level; the original Paid line is reversed.
FAQs
Why am I seeing an error symbol in my AmenitizPay account?
Why am I seeing an error symbol in my AmenitizPay account?
An error icon on your AmenitizPay dashboard means something needs your attention — usually missing onboarding info or a verification request from the payment processor. See how to resolve AmenitizPay account errors.
What happens if a payment fails — do I get notified?
What happens if a payment fails — do I get notified?
Yes. AmenitizPay sends you an email notification when a payment fails. No email means the payment succeeded — but it's good practice to confirm in the Payment section of the reservation, since email delivery can be delayed or filtered to spam.
How do I cancel a pending or mistaken payment?
How do I cancel a pending or mistaken payment?
Open the reservation and go to the Payment section.
Find the pending payment line.
Click the three-dot menu (
⋯) on that line and selectCancel.
Once cancelled, the pending status is cleared and you can move on — log a manual payment, request a new payment, or leave the reservation as is.
The reservation shows "Partially paid" or "Unpaid" but my guest paid the room — what's going on?
The reservation shows "Partially paid" or "Unpaid" but my guest paid the room — what's going on?
Usually a charge is missing from the payment side — most commonly city tax or an extra that was added to the booking after the initial payment. Open the reservation, check the Charges section for a remaining balance, and collect the difference (charge the card on file or log a manual payment).