You set the deposit per place under Pricing & calendar, Base pricing, Security deposit. A security deposit is never charged at booking. If a stay has one, the guest's card stays on file for a set time after check-out, and only an approved claim is charged to it.
After check-out
Open the booking. If the stay has a deposit, the page shows until when the guest's card stays on file, with two buttons:
- No damage: confirm it and the guest's card is released. No claim can follow.
- File a damage claim: see below.
File a claim
- Press File a damage claim.
- Enter the Claim amount (no more than the deposit, across all claims on the stay), the Reason and a detailed description.
- Press Submit claim.
Be specific, and attach photos and receipts: the claim page has an Evidence box (Add files, then Upload) that the guest and anyone reviewing a dispute can see. Claims with a vague reason and no evidence usually go the guest's way. For damage worth more than the deposit, contact support.
What happens next
The guest is told and has a deadline to respond. Follow each claim under Turnaround › Claims (Damage claims):
- Guest approved: their card is charged and the money is sent to your payout account, less card processing.
- Disputed: Rentiqa reviews both sides and decides. An approved charge waits a while after a dispute before it is made.
- No response: Rentiqa reviews it.
Your payout for the stay is not held while a claim is open.
Next: Cancellations.