What is an overcharge?
An “overcharge” is defined as any instance where you have charged Agoda more than what was supposed to be paid and therefore Agoda needs to recover the excess amount back.
Overcharges include but are not limited to:
- Cancellations/Amendments outside policy — If your payment terms are before check-in date, you have charged an Agoda UPC and there is a cancellation/amendment by customer outside policy, this will result in an overcharge, requiring collection.
- Cancellations/Amendments inside policy — When you agree to refund the customer on a non-refundable booking, it can result in an overcharge.
- Others — Fraud, force-charges, manual entry errors etc.
The Finance tab will only allow you to submit positive batches, and you will receive an error message if you try to submit a batch with a negative balance.
You may see a manual adjustment posted by our Finance team, which may be due to:
- Overcharging related to multi-currency transactions
- Outdated tax rate on bookings
- Agreements to allow customer to cancel with different cancellation policy than on original booking
- When a Cancelled or No Show Booking is charged with full payment before status is updated on YCS
If you have recently migrated to ePass (Telex Transfer; Ecard; UPC on Epass (UPC+) or Paypal) from another payment method, there may be some payments that cannot be migrated to ePass. This is due to a system limitation and if this happens, our Finance team will post an adjustment to reflect the missing balance. You will be able to include this in your next payment batch.