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Managing a Check-out & Deposit Refund

Ask AI Chat “Where do I open Operations under Business and the Check-in & Check-out tab to manage a check-out — review upcoming departures with Next 7 days and the Check-outs filter (English labels — Common Workflows Managing a Check-out — product navigation only, no account data)?” — then open Business → Operations → Check-in & Check-out (ai-chat-product-context-check-out-reply.png, ai-chat-product-context-check-out-flow.mp4). The assistant typically says Business → Operations → Check-in & Check-out, then use Next 7 days and the Check-outs filter for upcoming departures. Same grounding external MCP clients get from get-vivin-context-overview (or get-vivin-context-operations). Distinct from arrival planning on Managing a Check-in and from the broader Common Workflows hub product maps.

AI Assistant — where to open Operations Check-in & Check-out to manage a check-out

Walkthrough: ask AI Assistant where to open Operations → Check-in & Check-out for departure week, then open that tab with Next 7 days and the Check-outs filter.
First-time workspace setup

Use this workflow when an Ongoing or departure-week booking exists — deposit refund rules come from Settings → Payments, Invoicing & Utilities (setup step 8). Finish Getting Started — Recommended Setup Sequence steps 1–15 and Onboarding a New Property — Step 7 before the first departure on new inventory. Lockout catch-up: Getting Started — Lockout catch-up after password recovery.

Finding your way in this guide

Plan one week ahead with Step 1 — Review upcoming departures; inspection and deposit: Step 3 → Step 5 — Mark ready and process the deposit refund. Settlement mesh: Step 6 — Verify all charges are settled / Step 6b; closure: Step 7 — Verify the booking has ended. Habit-specific shortcuts live under Related below.

Pair with other workflows

Route early termination under policy via Common Workflows — Check-out vs cancellation (Cancelling a Booking — Step 4 / Canceled — not Step 7; workflows-cancel-booking-refund-modal-flow.mp4, bookings-list-canceled-tab.png). Clear departure-week rent and fee arrears via Common Workflows — Check-out collections before refund (Step 6 → Handling a Late Payment — Steps 1–4 before Step 5; workflows-check-out-coordination-flow.mp4, bookings-detail-payment-plan-tab-schedule.png) and Handling a Late Payment; capture final meter reads via Entering Monthly Utility Bills when utilities apply — hub: Check-out final utilities handoff. During month-end Step 6b, poll AI usage API (utility_bill_extraction + landlord_chat) alongside Portfolio KPI review — Step 7 when departure-week work used Utilities — AI Invoice Reader or AI Chat.

Prerequisites

Before managing a check-out, ensure:

  • The booking is not canceled and is in an active occupancy/checkout window for your configured status date basis
  • You know your deposit refund deadline (configured in Settings > Payments)

Step 1 — Review upcoming departures (7 days before)​

Pair with other Managing a Check-out steps

Departure planning pairs with Common Workflows — Same-day turnover coordination (Step 2 before incoming Managing a Check-in — Step 4 on shared units), Common Workflows — Check-in to check-out handoff (upstream Managing a Check-in — Step 4 keys handed over), FAQ — Managing a Check-out hub, Operations → Check-in & Check-out (Check-outs pill), Bookings → Timeline (same-day turnover), and get-dates-and-schedule on Tenant MCP. Downstream: Step 2 (cleaning tickets).

Open Operations > Check-in & Check-out and identify all departures in the coming week. Note any same-day turnovers (a check-out and a new check-in on the same calendar day for one unit) — see FAQ — Same-day turnovers and Glossary — Same-day turnover. For a visual overlap check on one unit, open Bookings → Timeline (/bookings/timeline) or Sales → Multicalendar (/sales/multicalendar), paste the unit internal name in toolbar Search, and use Week or Month scale to see departure and arrival bars on the same row — same pattern as Processing a New Booking — Visual overlap check.

Use Next 7 days (or Custom), switch the pill to Check-outs when you only want departures, and use Search / Responsible / Filters the same way as for check-ins. Responsible stays open while you add a second teammate — see Operations — Responsible stays open. Export (CSV or Excel) downloads the filtered slice for offline handoff to owners or cleaners.

Paste a unit code in Search

Check-in & Check-out ranks unit / listing name hits above tenant name when your search matches multiple fields — paste the internal room code to jump to that unit’s departure row first. See Operations — Check-in & Check-out toolbar search.

If departure paperwork lists a fiscal ID (NIF) instead of a room code, open Tenants and paste that value in toolbar Search — open the tenant profile and jump to the linked booking from there. See Tenants — Interface overview.

Operations Check-in & Check-out — Search narrowed by unit internal name

Select the Check-outs pill, then Next 7 days (or Custom for your planning window) to list departures only.

When Check-outs + Next 7 days is empty

An empty table usually means no departures fall in that window, not that the tab is broken. Open Custom and extend the range (for example through month-end), or temporarily switch to Check-ins on the same units to spot same-day turnovers. Short-term iCal imports can still surface pseudo Booking.com Reservation (or similar) departure rows even when no mid-term booking check-out exists in the window — use Filters → Stay type → Mid-term when you only want long-stay handovers. See Operations — Check-in & Check-out tab and Glossary — Short-term iCal pseudo check-in/out.

Open Filters on the Check-in & Check-out toolbar, then Stay type, to separate mid-term handovers from channel-only pseudo departures:

Operations Check-in & Check-out — Other filters drawer with Stay type Mid-term selected

Operations Check-in & Check-out — Other filters drawer with Stay type Short-term selected (iCal pseudo rows such as Booking.com Reservation visible in the list)

Operations — Check-in & Check-out tab, Check-outs pill with Next 7 days and grouped departure rows

Mid-stay handoff: Check-outs + Next 7 days → Bookings → Timeline Week departure bar → return to departure planning on this tab (Common Workflows — Check-in to check-out handoff).
Walkthrough: Operations check-out planning (Check-outs + Next 7 days) → Tickets queue → Finance → Deposits → booking Deposit tab (read-only; demo does not toggle Ready To Refund or Mark refunded).

For Check-ins + Next 7 days (arrival planning), see the same framing in Managing a Check-in — workflows-operations-check-in-out-planning-view.png.

External automation on departure planning

Account-scoped Landlord MCP clients can surface the same departure queue you filter on Operations → Check-in & Check-out — list-bookings when several tenants depart from the same property, get-booking when a notification row-click already supplied the reservation id, and get-booking-summary for portfolio-level active/upcoming counts before you open individual rows.

External automation — tenant-facing departure dates

Booking-scoped Tenant MCP get-dates-and-schedule surfaces move-out timing and schedule fields the same way Operations → Check-in & Check-out lists departures — pair with list-bookings-by-email when channel paperwork only shows a guest email. get-security-deposit-info answers deposit-term questions tenants ask during departure week before operators toggle Ready To Refund (Step 5).

Step 2 — Prepare the turnover​

Pair with other Managing a Check-out steps

Turnover prep pairs with Common Workflows — Same-day turnover coordination (cleaning ticket due date before incoming Managing a Check-in — Step 4; operations-add-ticket-modal.png, bookings-timeline-day-week-month-and-sidebar.mp4), Operations → Tickets, Operations → Planning (people × day dispatch), Listings — Maintenances tab, and create-ticket on Landlord MCP. Upstream: Step 1. Downstream: Step 3 (inspection day) and incoming arrival on Managing a Check-in — Step 4.

Create a cleaning and inspection ticket for the unit (or verify an automatic ticket was created if you configured it in the property's Maintenances tab). When you add a one-off reservation later, you can opt out of automatic check-in/out tickets for that booking only on the rent step — see Bookings — Creating a New Booking and FAQ — Skip automatic check-in/out tickets for one booking. Assign turnover tickets with a deadline before the next check-in.

When the turnover is more than 30 days out, the ticket may show a Draft badge on Operations → Tickets until the schedule date nears — use the Draft KPI card to review long-lead jobs without mixing them into today's Unassigned queue. See Glossary — Draft ticket (display status).

From Operations → Tickets, click Add ticket, pick the property and unit, set category, priority, and due date, then save — or use + Create New → Ticket from the global menu.

After tickets exist, supervisors with Planning (schedule board) open Operations → Planning to place cleaning and inspection cards on a person and time for departure morning — drag from Unscheduled or To replan, or drop onto the Tasks strip when the job is all-day. On phones, Planning shows that person’s timed list (drag-and-drop stays desktop-first). See FAQ — Where is the Planning dispatch board? and Glossary — Planning (Operations).

Operations Planning — Daily Planning board for same-day turnover cleaning dispatch

Operations Planning on phone — person pills and timed day list

Walkthrough: open Operations → Planning after creating turnover tickets, review To replan, open a card, then close without changing data.

To confirm an automatic turnover ticket already exists, paste the unit internal name in the Tickets toolbar Search — unit hits rank above title or property-only matches. Assignee stays open while you add a second teammate so two cleaners stay in one view. See Operations — Tickets toolbar search, Operations — Assignee stays open, and Glossary — Directory search ranking.

Operations Tickets — toolbar Search narrowed by unit internal name

Operations — Add ticket modal with property, unit, category, and due date fields

Same-day turnover coordination: Check-outs / Check-ins on one unit, open Create New → New Ticket, then confirm Timeline Week overlap before incoming key handover.
External automation on turnover prep

Account-scoped Landlord MCP create-ticket, list-tickets, get-ticket, update-ticket, and add-ticket-comment open or verify the same Operations → Tickets cleaning and inspection jobs you assign in Step 2 — pair update-ticket when assignees or due dates change before the next check-in, and add-ticket-comment when cleaners need status notes without opening the sidebar. External clients cannot link Cost allocation cash flows from MCP; operators finish contractor invoice ties on Operations → Cash Flows when turnover tickets include paid supplier work (Glossary — Ticket — linked cash flows). Booking-scoped Tenant MCP get-maintenance-tickets lists prep work for the tenant's unit; create-maintenance-ticket opens the same Operations → Tickets row your team tracks before the next arrival — external clients cannot toggle Ready To Refund or Mark refunded; operators continue on Finance → Deposits and the booking Deposit tab (Steps 5–6).

Step 3 — Conduct the inspection (day of check-out)​

Pair with other Managing a Check-out steps

Inspection day pairs with Operations → Tickets closure, Step 2 prep jobs, and add-ticket-comment on Landlord MCP for photo evidence. Downstream: Step 4 when damage is found; Step 5 when the unit is clean.

Inspect the unit for damages, missing items, or cleaning issues. Compare its condition against the check-in record. Document any issues with photos.

External automation on inspection day

Account-scoped Landlord MCP list-tickets, get-ticket, update-ticket, and add-ticket-comment let external clients confirm turnover prep jobs from Step 2 are closed or document inspection findings on the same Operations → Tickets row — pair update-ticket when you reassign a follow-up cleaner and add-ticket-comment when photo evidence should live on the ticket without opening the sidebar. External clients cannot link Cost allocation cash flows from MCP; operators finish contractor invoice ties on Operations → Cash Flows when inspection finds paid supplier work (Glossary — Ticket — linked cash flows). Booking-scoped Tenant MCP get-maintenance-tickets lets tenant-facing assistants confirm whether prep tickets are still open before you sign off the walkthrough — pair with create-maintenance-ticket when the tenant reports a new issue during handover that needs an Operations → Tickets row.

Step 4 — Handle damages and deductions (if any)​

Pair with other Managing a Check-out steps

Damage deductions pair with Bookings — Add Charge, Operations — Cost allocation, and get-payment-info on Tenant MCP for tenant-facing balance questions. Downstream: Step 5 (Est. Refund net of charges).

For each damage found:

  1. Open the booking → Payment Plan (or Contract Values) and click + Charge (see Adding Extra Charges)
  2. Select "Damages" as the Category
  3. Enter the Value and a Reason (e.g., "Broken window replacement — €150")
  4. Set the Due Date
  5. Inform the tenant in writing of the deductions before processing the deposit

When you paid a contractor separately, record the supplier invoice on Operations → Cash Flows and link it to the maintenance ticket from the ticket sidebar Cost allocation panel — the signed € total should match what you recover from the deposit. See Glossary — Ticket — linked cash flows.

External automation on damage charges

Account-scoped Landlord MCP get-booking, list-payments, and get-payment surface the same Payment Plan rows you verify after operator Add Charge — external clients cannot post damage charges from MCP; operators finish on the booking sidebar (Adding Extra Charges). list-tickets, get-ticket, update-ticket, and add-ticket-comment document contractor damage work on Operations → Tickets when paid supplier invoices tie to inspection findings — external clients cannot link Cost allocation cash flows from MCP; operators finish on Operations → Cash Flows (Glossary — Ticket — linked cash flows). Booking-scoped Tenant MCP get-payment-info surfaces the same schedule rows for tenant-facing balance questions while you draft the written deduction notice. notify-landlord escalates contested retention to your team on the booking record when tenants dispute deductions through a chatbot before you toggle Ready To Refund (Step 5).

Bookings — Add Charge modal with Value, Due Date, Category, and Reason

Step 5 — Mark ready and process the deposit refund​

Pair with other Managing a Check-out steps

Deposit refund pairs with Common Workflows — Check-out collections before refund (upstream Handling a Late Payment — Step 1 when Payment Plan rows stay unpaid), Finance → Deposits, booking Deposit tab, get-security-deposit-info on Tenant MCP, and Step 6b when ledger rows stay pending. Upstream: Step 4 (net Est. Refund) and Step 6 (no In Debt before toggle). Downstream: external bank transfer after Mark refunded.

When inspection and any damage charges are settled, open the booking Deposit tab and turn on Ready To Refund so finance can filter the portfolio queue (Finance Other filters → Deposit status → Ready to refund). The lifecycle pill tracks depositStatus through Fully Paid, Ready to Refund, Disputed, and Refunded — see Glossary — Deposit lifecycle status. Skip the toggle when Require "Ready to Refund" step is Off on the account.

Approve before you refund

Manual receipts recorded during departure-week settlement may stay pending until Approve payments acts on Finance → Transactions or the booking Transactions tab. Until approval, Payment Plan pills, Est. Refund, and In Debt contract lines can still reflect the old balance — triage Pending on the ledger before you toggle Ready To Refund or Mark refunded. See Finance — Pending manual payments and Step 6b.

If the tenant disputes deductions before you refund, and Enable deposit disputes is On, use Mark as Disputed on the Deposit tab (or Mark disputed on Finance → Deposits) so Refund / Mark refunded stays frozen until support finishes review. On Finance → Deposits, clear or widen the date range when the move-out is older than the default three-month window. Click Resolve Dispute when you are ready to continue the return workflow below.

Finance Deposits — Mark disputed row chip on a fully collected deposit

Bookings — Deposit tab with Mark as Disputed beside Refund on a fully collected deposit

Bookings — Deposit tab Refund Disputed with dispute warning and Resolve Dispute (refund blocked)

Walkthrough: freeze a refund with Mark as Disputed, triage the disputed row on Finance → Deposits, then Resolve Dispute when deductions are settled (demo restores the prior state).
Sidebar tab refresh

When Tickets or Communication needs a refresh while you work in Deposit or Payment Plan, use Retry or Refresh on that tab — see Glossary — Booking detail sidebar tab refresh.

Bookings — Deposit tab with Ready To Refund toggle enabled before the external bank transfer

After you turn on Ready To Refund, All bookings with Filters → Deposit status → Fully paid already drops the row — switch that filter to Ready to refund if you are still on Bookings. See Bookings — Deposit status filter updates while you work. Navigate to Finance > Deposits and find this booking's deposit entry (or open Other filters → Deposit status → Ready to refund on the Deposits tab). Confirm Refund Due Date matches the booking’s effective Deposit Refund Limit (account Deposit Refund Deadline unless Contract Info overrides it). If the stay ended more than a few months ago, clear or widen the Deposits toolbar date range first — the tab defaults to roughly the last three months (FAQ — Deposit missing on Finance Deposits).

Finance — Deposits tab Other filters drawer with Deposit status set to Ready to refund

Finance — Deposits tab for refund and retention decisions

  • No deductions: Confirm Balance and Est. Refund on the Deposits row (or review Total to refund on the booking Deposit tab). After the external bank transfer, click Mark refunded — the row status becomes Refunded. On Payment Plan, the Deposit Refund due-date row also shows green Refunded (not Overdue), even when fees shared that day. On the Tenant Portal — Payments tab, the tenant then sees the net deposit return (with a breakdown when charges were deducted) — not the gross contract deposit. Payments → Transaction History shows Deposit Refund as plain text (no logo).
  • Partial deductions: With Step 4 charges on the booking, verify Est. Refund / Total to refund reflects the net return. Transfer the net amount externally, then Mark refunded. Tenants open the Deposit Refund row on Payments to see gross − applied charges (tenant-portal-payments-deposit-refund-net.png).
  • Full retention (e.g., unpaid rent, major damages): When nothing is returned, the row may show Not Refunded — document the reason in ticket or booking notes. Do not click Mark refunded when no bank return occurs. When operators do mark a fully applied refund, the portal detail shows €0 with a “fully applied to outstanding charges” note (tenant-portal-payments-deposit-refund-fully-applied.png).

You can also record the refund from the booking Deposit tab (same permission: bookings.refund). Use that tab when the stay has no configured deposit but the tenant still overpaid — Finance → Deposits does not list those bookings. See Bookings — Refund an overpayment when there is no deposit. After you confirm Mark refunded there, Finance → Deposits already drops the row from Ready to refund — you do not reload that tab. See Bookings — Finance Deposits updates from this tab. After Vivin posts the refund, open Payment plan on the same booking — the schedule shows a Deposit Refund due-date row with a minus-prefixed deposit amount, plus a teal credit note and/or return of value subtitle on the deposit collection line when Vivin reversed the deposit fiscally (see Payment plan — Deposit refund lines and Deposit refund fiscal reversal). Filter Finance → Transactions → Deposit Refund to reconcile the cash ledger line with your bank out-payment. When the deposit had been invoiced, also clear Finance → Transactions → Not issued credit note with Issue credit notes so the provider document matches the refund.

The Finance Deposits tab is better for portfolio-wide queues — use Timeline cards (Pending refund, Overdue) and Deposit lifecycle status cards (Partial paid, Ready to refund, Refunded) in the Deposits overview panel. Click Partial paid to narrow rows where Paid is above zero but still below Amount — open a row to see the matching Partially paid badge on the booking Deposit tab. See Finance → Deposits — Deposit lifecycle status cards, FAQ — Partly collected security deposit, and Glossary — Deposit lifecycle status.

External automation on deposit settlement

Account-scoped Landlord MCP get-booking surfaces the same deposit charge split and move-out timing you verify before Ready To Refund — pair with list-payments / get-payment when a bank transfer may still show pending until Step 6b. Booking-scoped Tenant MCP get-security-deposit-info returns the same deposit terms and amounts tenants see on the portal Payments tab during departure week — external clients cannot Mark refunded, freeze deposit disputes, or toggle Ready To Refund from MCP; operators finish on Finance → Deposits and the booking Deposit tab.

Business Rule

Vivin records the deposit decision — the actual bank transfer to the tenant happens outside the platform. Transfer the refund amount via bank transfer after updating the status.

Step 6 — Verify all charges are settled​

Pair with other Managing a Check-out steps

Settlement verification pairs with Common Workflows — Check-out collections before refund (downstream Handling a Late Payment — Steps 1–4 when rent/fee arrears block refund; workflows-check-out-coordination-flow.mp4, bookings-detail-payment-plan-tab-schedule.png), Common Workflows — Check-out final utilities handoff (upstream Entering Monthly Utility Bills — Steps 2–4 / Step 4b before refund; utilities-allocations-review-flow.mp4, utilities-allocations-row-breakdown-expanded.png), Common Workflows — Check-out ledger cleanup before refund (duplicate departure transfers → Reject/revert mistaken receipts before refund), Finance → Contract Values (In Debt), FAQ — Handling a Late Payment hub, and Notification triage — Step 4. Upstream: Step 4 (damage charges net of deposit). Downstream: Step 5, Step 6b, and Step 7.

When Account Settings → Utilities → Charge Time is End of Booking, final utility overage lines may not appear until Step 7 — hub matrix: Common Workflows — Check-out final utilities handoff · Glossary — End-of-Booking cost split. Otherwise post final supplier bills via Entering Monthly Utility Bills — Steps 2–4 before you toggle Ready To Refund in Step 5.

In the booking's Payment Plan tab, confirm there are no unpaid charges beyond the agreed deductions. Compare each due-date row's Total with Paid (and status pills such as Partial Paid or Overdue) — see Schedule table columns. Escalate any outstanding balance before marking the booking as ended. See Handling a Late Payment if needed.

At portfolio scope, triage remaining balances on Finance > Contract Values with In Debt filtered — use Other filters to scope Property (and Deposit status → Ready to refund when finance is queuing deposit returns after check-out), then add Tenant → Tenant category when departure balances cluster on one segment — see Finance — Tenant category filter and Finance — Deposit status filter. Mirror the same segment on Bookings → Tenant categories or Tenants — Tenant category filter when Finance Overview still shows the old segment — see Glossary — Tenant category and FAQ — Finance tenant category filter parity. When several departures in the same segment underperform during month-end, continue Portfolio KPI review — Step 6 before you change Settings > Tenant categories portal rules account-wide.

If someone recorded a duplicate final payment by mistake during settlement, open booking Transactions and Reject payment, or tick rows on Finance → Transactions and use Reject selected (ledger reject is bulk-only). Reject and Revert modals warn about credit notes when Finance already invoiced the charge — after confirm, filter Not issued credit note on the ledger and use Issue credit notes or transaction-detail Issue credit note to provider when your integration is connected. See Payment Allocation — Correcting mistaken receipts.

External automation on departure-week balances

Account-scoped Landlord MCP get-booking-summary gives active/upcoming counts before you open wide Finance → Contract Values In Debt slices — pair list-bookings when several departures from the same property still owe, then list-payments / get-payment after you resolve booking ids. When departure paperwork lists a fiscal ID instead of a booking id, list-tenants, get-tenant, and get-tenant-bookings resolve the profile and linked reservations before you open Contract Values — same habit as Handling a Late Payment — Step 6. get-booking returns reservation context when a payment overdue alert already supplied the id from Notification triage — Step 4. External clients cannot Reject selected, Issue credit notes, or approve Pending rows from MCP — operators finish mistaken-receipt cleanup and Step 6b on Finance → Transactions. Booking-scoped Tenant MCP get-payment-info returns the same due-date rows you verify on Payment Plan — external assistants can answer balance questions before you toggle Ready To Refund. notify-landlord escalates unpaid departure-week charges when tenants ask through a chatbot during settlement — pair with Handling a Late Payment — Step 1 when arrears block refund.

When to file Vivin support vs self-serve departure settlement

Finish Step 6b and mistaken-receipt Reject selected cleanup above before you open a Vivin support ticket — Contract Values In Debt triage and credit note warnings are operator workflows when balances are correct. File Using in-app support when Approve payment is missing for your role, Pending rows persist after approval, or Landlord MCP / Tenant MCP clients return persistent 403 after you refreshed the management JWT — see Resetting a Management User Password — Troubleshooting. Use the Help & Support drawer from Finance when screenshots should include Contract Values or Payment Plan — Deep Links — Support. If a management lockout delayed departure-week settlement, recover access with Resetting a Management User Password (Step 3) before you rerun this step — pair with Managing a Check-in — Step 6b and Portfolio KPI review — Step 7 on the same Pending queue; continue Notification triage — Step 6 when row-click navigation fails after you regain access.

Booking detail — Payment Plan tab to confirm remaining charges before closure

Walkthrough: open Finance → Deposits, use Revert refund on a refunded row, then Mark refunded again when the bank return is recorded — the bank transfer itself happens outside VIVIN.

Step 6b — Approve departure-week receipts (when required)​

Pair with other Managing a Check-out steps

Departure-week approval pairs with Finance → Transactions, Portfolio KPI review — Step 7, and the Pending mesh across Managing a Check-in — Step 6b, Processing a New Booking — Step 6b, and Handling a Late Payment — Step 6b. Upstream: Step 6. Downstream: Step 7.

External automation on departure-week approval

Account-scoped Landlord MCP list-payments / get-payment surface the same Pending ledger rows you approve below — external clients cannot Approve payment or Reject selected from MCP; operators finish on Finance → Transactions or the booking Transactions tab. Booking-scoped Tenant MCP get-payment-info helps tenant-facing assistants explain why a recorded transfer still shows unpaid until approval completes.

When you recorded a final payment during departure week but Payment Plan, Est. Refund, or In Debt on Finance → Contract Values still show the old balance — or a Payment received alert from Notification triage — Step 4 still shows a stale balance — follow the same approval habit as Processing a New Booking — Step 5b, Processing a New Booking — Step 6b, Managing a Check-in — Step 3b, Managing a Check-in — Step 6b, Handling a Late Payment — Step 4b, Entering Monthly Utility Bills — Step 4b, Cancelling a Booking — Step 2a, and Cancelling a Booking — Step 6b. During month-end, the same queue appears in Portfolio KPI review — Step 7 when Manual Payments or Total Debt still look high:

  1. Open Finance → Transactions (widen the date range if needed) or the booking Transactions tab and confirm Pending rows exist when you expect a manual approval queue.
  2. On the ledger, click the amber Pending chip on the All type-summary card (or use the Pending status filter) — see Finance — Pending manual payments (finance-transactions-pending-pill.png).
  3. Locate the manual row in the filtered table.
  4. Click Approve payment (per-row check icon) or tick several rows and use Approve selected from the floating bar. For a mistaken duplicate on the ledger, use Reject selected (bulk-only on Finance — no per-row reject icon there). Reject selected shows the same red credit note warning as booking Transactions when accounting may already have invoiced the charge — see Finance — Reject payment and Bookings — Transactions row actions.
  5. Re-open Payment Plan and Finance → Deposits — requirement pills and Est. Refund should update once allocations apply before you toggle Ready To Refund (Step 5).
When to file Vivin support vs self-serve approval

Approve payments and ledger Reject selected are operator workflows — finish Step 6 before you open a Vivin support ticket. File Using in-app support when Approve payment is missing for your role, Pending rows persist after approval, or Landlord MCP / Tenant MCP clients return persistent 403 after you refreshed the management JWT — see Resetting a Management User Password — Troubleshooting. If a management lockout delayed month-end departure approval, recover access with Resetting a Management User Password (Step 3) before you rerun this step.

Finance Transactions — All card with amber Pending chip active and filtered ledger rows

Booking detail Transactions — Approve payment confirmation before departure-week balances update

Finance Transactions — bulk selection bar with Approve selected and Reject selected

Step 7 — Verify the booking has ended​

Pair with other Managing a Check-out steps

Post-departure closure pairs with Common Workflows — Check-out vs cancellation (when Ended fails but the stay was Canceled → Cancelling a Booking — Step 6; check-out-vs-cancellation-ended-closure-flow.mp4, bookings-list-canceled-tab.png, workflows-cancel-booking-refund-modal-flow.mp4), Bookings Ended status, Booking lifecycle, get-booking-status on Tenant MCP, and Manual block hygiene when calendar bars persist. Upstream: Steps 6–6b. Downstream: Entering Monthly Utility Bills when utilities apply.

After the relevant end date passes (check-out date or contract end date, based on your status date basis setting), confirm the booking status is Ended (ended). This status is computed automatically — filter Bookings → Ended or search the tenant name if the row left your departure window. See Booking lifecycle and the Ended list capture on that page (bookings-list-ended-tab.png).

Bookings list — Ended filter with completed stays

Walkthrough: contrast Bookings → Ended (completed stay closure — Step 7) with Cancelled (policy void — Cancelling a Booking — Step 4).
External automation after departure

Booking-scoped Tenant MCP get-booking-status confirms Ongoing vs Ended (ended) the same way the booking sidebar does after check-out day — pair with get-property-and-location when tenants ask which unit they should vacate or where to return keys. list-bookings-by-email resolves the ended reservation when channel paperwork or a chatbot thread only shows the guest address. get-payment-info remains useful for post-departure balance questions until allocations from Step 6b apply — see Payment Allocation — Pending manual approval.

When to file Vivin support vs self-serve departure closure

Finish Step 6 and Step 6b before you open a Vivin support ticket — Ended status and deposit Mark refunded are operator workflows when balances are settled. File Using in-app support when product behaviour blocks departure closure despite correct operator steps:

Use the Help & Support drawer from Finance or Bookings when screenshots should include Deposit or Payment Plan — Deep Links — Support. Pair with Managing a Check-in — Step 6 when arrival-week blockers from the same reservation need separate triage, and Portfolio KPI review — Step 7 when month-end Pending receipts or Total Debt still lag after Step 6b. When payment alerts persist on /notifications after settlement, clear unread rows in Notification triage — Step 5 before you file support — continue Notification triage — Step 6 when row-click navigation fails. Final utility overages on Payment plan before Ready To Refund → Entering Monthly Utility Bills — Step 4 and Step 4b; file Step 6 when AI extraction blocks month-end bill entry. Same-day turnover with an incoming Upcoming import still blocked on Bookings → Timeline after Ended → Processing a New Booking — Step 1 and Manual block hygiene — Step 4 before you escalate status computation; confirm portal gates for the incoming tenant in Processing a New Booking — Step 6. Sales → Multicalendar still shows departure bars after Ended → Manual block hygiene — Step 6 and Cancelling a Booking — Step 6 when the stay was canceled instead of a normal check-out.

External automation on departure closure escalation

Booking-scoped Tenant MCP get-booking-status confirms Ended (ended) the same way the sidebar does — notify-landlord escalates contested retention through a chatbot before operators toggle Ready To Refund; it does not replace a Vivin support ticket when status computation or dispute toggles fail despite correct operator steps. Account-scoped Landlord MCP get-booking and list-payments attach ledger context before you file support. Surface-choice contrast: Automation & AI — Workflow pairing for surface choice.

Managing a Check-out section cross-reference​

Use the steps above for the main path. For related guides, open Related below, or return to Common Workflows.

Pair with other Managing a Check-out & Deposit Refund guide sections

Related below links this workflow to modules, concepts, settings, and escalation paths.

Documentation map & escalation​

  • Common Workflows — Hub pairing matrix across all operator guides
  • Using in-app support — Escalate contested retention when Resolve dispute is blocked; Ended status or dispute toggles when departure closure fails (Step 7)
  • Glossary — Term definitions referenced in the steps above
  • FAQ & Troubleshooting — Quick answers when deposit or departure steps do not match live product behaviour

Upstream & downstream workflows​

Concepts & settings that shape this workflow​

  • Payment Allocation — Layer 1 Payment plan rows and pending manual receipts before Ended status (Steps 6–6b)
  • Booking Lifecycle — Normal check-out transitions to Ended (ended)
  • Tenant Portal — Tenants review payment schedule during departure week
  • FAQ — Tenant contract signing blocked — No PDF yet, mandatory Your Details gates, category locks, or Lease purpose; portal signing vs paper upload on Contract Info
  • Landlord MCP — Account-scoped list-bookings, get-booking, get-booking-summary, create-ticket, list-tickets, get-ticket, update-ticket, and add-ticket-comment during departure planning, turnover prep (Step 2), inspection sign-off (Step 3), and contractor damage documentation (Step 4; Cost allocation remains operator UI); get-booking, list-payments, and get-payment to verify damage charge rows after operator Add Charge (Step 4) and during deposit triage (Steps 5–6b; hub); get-booking-summary, list-bookings, list-tenants, get-tenant, and get-tenant-bookings for portfolio In Debt triage before Ready To Refund (Step 6; reject/credit-note and approval remain operator UI)
  • Tenant MCP — Booking-scoped get-dates-and-schedule and list-bookings-by-email during departure planning (Step 1); get-security-deposit-info for deposit-term questions (Step 1, Step 5); get-maintenance-tickets / create-maintenance-ticket for turnover prep and inspection-day issues (Steps 2–3); get-payment-info and notify-landlord for damage charges and departure-week balances (Steps 4, 6, 6b); get-booking-status and get-property-and-location after move-out (Step 7)
  • Automation & AI — Landlord vs Tenant MCP surface choice during departure-week settlement (Steps 1–6b) and departure closure escalation (Step 7)
  • Integrations & Distribution — Check-out releases availability on connected channels
  • Services Marketplace — Outstanding ancillary charges on Payment plan
  • Settings > Preferences — Enable deposit disputes — Account toggle before Mark as Disputed
  • Settings > Invoicing & Payments — Payment deadlines — Account Deposit Refund Deadline; per-booking override on Bookings — Deposit Refund Limit
  • Settings > Emails — Communication Rules — Departure reminders and Communication schedule audit
  • Settings > Tenant categories — Portal modules tenants use during balance review

Finance, operations & bookings surfaces​

Deeper workflow reads​

See Upstream & downstream workflows above for the same guides.

Deeper API reads​

Operator habit hubs​

Day-to-day operator habits (lockout catch-up, pending receipts, payment triage, handoffs, and related playbooks) live on the Common Workflows habit hub.

Deep-link anchors for habit hubs

Lockout catch-up after password recovery​

Pending manual receipt approval​

WhatsApp per-booking messaging​

Bot reasoning (audit)​

ChatBot settings​

Notification row-click navigation​

Payment notification (operator)​

Payment alert to receivables triage​

Finance debt receivables triage​

Handling a Late Payment collections​

Finance Income status drill-down​

Cash flow forecast drill-down​

Reject/revert mistaken receipts​

Month-end invoicing (fixed date)​

Bulk Hostkit invoicing​

Utility overage collections​

Check-out final utilities handoff​

Check-in to check-out handoff​

Check-out collections before refund​

Check-out ledger cleanup before refund​

Check-out vs cancellation​

Cancellation collections before void​

Rent reduction after invoicing​

Same-day turnover coordination​

Occupancy KPI to block hygiene handoff​

Deposit missing on Finance Deposits​

Deposit lifecycle status​

Partly collected security deposit​

Wrong tenant on a booking​

Cancel Booking vs Delete Booking​

Portfolio retirement decisions​

Provider platform Delete Booking guard​

Archived booking ledger visibility​

Archive property (building-level)​

Confirmation to check-in handoff​

Confirmation alert triage​

Portfolio segmentation by tenant category​

Dashboard Total Debt subtitle​

Pair with other Managing a Check-out guide sections

Departure-week collections on Step 6 should drop ongoing Total Debt before Step 5 — open Finance → Overview for ended-booking receivables the card omits.

Uncovered Debt KPI​

Pair with other Managing a Check-out guide sections

Departure-week collections on Step 6 should drop receivables — when Uncovered Debt stays close to Total Debt, held deposits may not cushion remaining debtors before Step 5.

Directory list refresh​

When a directory such as Bookings, Notifications, or Listings needs a refresh during this workflow, use Retry on the alert, or reload the page. Zero rows after a successful load means your filters matched nothing — widen filters or clear search.

See FAQ — Directory list refresh and Common Workflows — Directory list refresh.

Booking sidebar tab refresh​

Inside an open booking, Communication and Tickets load independently — use header Refresh (Communication) or banner Retry (Tickets). Other sidebar tabs stay usable. Whole-module list refresh is Directory list refresh.

See FAQ — Communication or Tickets won't open and Common Workflows — Booking sidebar tab refresh.

Key glossary terms​

Module documentation hubs​