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Release a deposit when the item comes back in good condition and you keep nothing. A hold on the customer’s card is cancelled at the payment provider. For a deposit you marked as reserved by hand, TWICE records the release and you hand the money back yourself. Security deposits explains holds and what each status means.

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Prerequisites

Required permissions: Create and edit orders (orders:order_summary:manage). Every built-in role holds it, Member included. Releasing moves no money, so it takes no payment permission. See Users & Roles.
Have ready before you start:
  • A reserved deposit with nothing captured from it. A capture gives back the rest of the hold by itself, so a deposit you captured from has nothing left to release.
  • The item back and checked. A release cannot be undone, and the deposit cannot be reserved again on the same order.

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The walkthrough

1

Open the order

Open the order from Orders. Check the location selector in the top-left corner first if you have more than one location, because the table lists only that location’s orders. The order opens on its Summary tab.
The Orders table on the All tab, with one order's row highlighted
2

Find the deposit on the Payments tab

Click the Payments tab at the top of the order and scroll to the Deposit table at the bottom. The hold is the row of type Deposit Auth. It reads Succeeded while the whole hold is still in place.
An order's Payments tab scrolled to the Deposit table, with the tab, the Deposit card and the Deposit Auth row highlighted
3

Open Release deposit

Click the three-dot menu at the end of the Deposit Auth row and choose Release deposit. The “Release deposit hold?” window opens.
The row menu open on the Deposit Auth row, with the three-dot button and Release deposit highlighted
4

Release the hold

Read the window: it says the hold goes back to the customer and that this cannot be undone. On a deposit marked as reserved by hand, a notice above it says no payment is processed, so hand the money back yourself. Click Release hold in the bottom-right corner.
The Release deposit hold? window, with its warning that the release cannot be undone and the Release hold button highlighted
5

Check the result

Deposit hold released confirms it. In the Deposit table, the Deposit Auth row now reads Cancelled, and a row of type Cancellation is added for the amount. The Deposit card in the sidebar reads Cancelled, with the released amount on its Cancelled row.
The Deposit table with the Deposit Auth row's Cancelled chip, the new Cancellation row and the sidebar Deposit card at Cancelled highlighted

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How do I know it worked?

  • The Deposit card reads Cancelled, with the released amount on its Cancelled row.
  • The Deposit table shows the Deposit Auth row at Cancelled and a Cancellation row for the amount.
  • The Deposit Auth row has no menu any more, because nothing is left on the hold.
  • TWICE sends the customer no email about a release. Tell them yourself if they ask.

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Troubleshooting / common pitfalls

The row has no menu once the hold is captured, released or expired. Completing the order releases every hold on it too, so check the Deposit card for the status. See Security deposits.
Completing an order releases its deposit holds, so there is nothing left to release. Check the Deposit table for the Cancellation row. See Order Lifecycle.
A release cannot be undone, and the deposit cannot be reserved again. Charge what is owed as a new payment, for example with a checkout link. See Security deposits.

Security deposits

Holds, captures, releases, and what each status means.

Payments and deposits

Every walkthrough for taking money and handling deposits on an order.

Capture a deposit

Keeping some or all of the deposit instead.

Reserve a deposit

Checking the deposit at pickup and reserving it when it is not held.