Hello Philippe,

I’m not a Mews team member, but I might still be able to help.

In this case, I would recommend using external card payments. First, post an external card refund for the full amount. Then, match that refund with multiple external payments. Since external card refunds and payments are accounted for in the same way, the total will balance out to zero.

If you haven’t configured any external payments yet, you can do so under Property → Finance → Accounting Configuration.

Sorry Robin Gustavsson ,

We cannot proceed with that. The guest booked a non-refundable rate, and the funds are already secured in our PMS. I do not intend to issue a refund — doing so would make no sense in this context.

If we proceed anyway, the guest will likely complain, and it will create unnecessary frustration. Additionally, Mews takes a fee on every transaction, which only adds to the problem.

We need a different kind of support or assistance here.
 

Hello,

Using External Payments allows you to record payments made outside of Mews - such as via bank transfer or through a third-party terminal. These entries are for record-keeping purposes only.

In conclusion, this can be used for your purpose, as an external payment is not an actual transaction and no money will be charged or refunded as a result of this action.


To get in contact with a Mews support team member, you can email [email protected] 

Yes, but I have the money on the PMS I want simple thing.. take it and move to the new reservation and have the amount match with the new reservation 

​@Philippe H3C i would go the same way as ​@Robin Gustavsson advices. You will for sure not get this feature within a few days i guess...

Not acceptable for a 5 stars properties ! Guys ! It is a non refundable rate !!!! 
 

since 4 years we are waiting this feature 

someone from Mews wants to take the lead 

​@Robin Gustavsson  and my answers are no solution you might need to check on mews support directly and not the community eventhough they are around here as well 

Unfortunately! There is no issue 

It is showing that mews is not a good PMS 

​@Philippe H3C then you either need to change your pms or solve your problem on your own as our suggestion are no solution and you do not want to contact MEWS directly. (As far as I understand from your messages above) 

as the solution provided is non for you I am out of the conversation. Cheers and hopefully you will find what you are looking for. 

Yes a development from Mews ! To have a real PMS !!!! 
and on your answers you don’t see the guest experience ! It’s bad, and the time we have to solve a problem. 
this platform is useful to connect, tell the problems, try to find a solution. 
 

Philippe, It's important to understand the difference between the “Process Payment” and “Add External Payment” tabs.

An external payment is essentially a "mock" payment - it simply informs the PMS that money has been received or refunded outside the system. Therefore, the payment policy of the rate doesn't matter in this case, as no actual transaction is being processed.

To resolve your issue, you can add an external refund followed by multiple external payments. This will achieve the desired result and likely mirrors the internal logic the system would apply if a "split payment" feature existed.
(This is the same logic used when applying the "Reissue Open Bill" function.)
 

If this solution doesn’t meet your needs, I recommend reaching out directly to Mews support. But trust me, the guest bill will appear correct when following the steps above.