Move out replaces Cancel booking on active bookings. The flow has three steps:
Review: choose when the move-out takes effect and check the booking's account
Decisions: decide what happens to unpaid invoices, the deposit and unused days
Confirm & run: check the totals and the list of operations, then run them
What changes for you:
Credit notes for cancelled invoices, deposit refunds and unused days can be issued automatically
Refunds go back to the customer's original payment method when they paid through Stripe
A failed payment never stops the booking from ending, and no amount disappears
⚠️ Important: The guided move-out is available for bookings billed through Kinnovis Billing. For any other booking, Move out opens the standard cancellation window you already know.
Before you start
The booking must have started. A booking with a move-in date in the future keeps Cancel booking and the standard cancellation window.
Check the payment link email. If you issue invoices through Stripe, Stripe sends its own payment link email. Set up its template in Stripe.
How does the Flow work
Step 1: Open the move-out
You can start a move-out from two places:
Booking detail page: open the Actions menu and click Move out under Edit booking
Facility map: select the unit and click Move out in the unit sidebar, below Adjust booking
The move-out opens with the customer, unit, location and booking number at the top.
Step 2: Review the move-out Date and the Account
Choose when the move-out takes effect
Pick one of three options:
Immediately: the booking ends and unit access is revoked as soon as you confirm
End of current period: the booking runs until the end of the period it has already been billed for. The date shows next to the option.
Custom date: the booking ends on a date you choose
If the booking's cancellation terms recommend a later date than the one you picked, a warning shows that date. You can still continue.
Check the Account Overview
Below the date, the Account overview shows:
Unpaid invoices: invoice number, due date, amount and status
Deposit: amount, the invoice that holds it and whether it is paid
Payment method: the method on file, for example the card and its last four digits
Nothing changes in this step. Unpaid invoices never stop you from continuing. Click Continue to move on.
Step 3: Make your Decisions
This step holds every money decision for the move-out. Each section appears only when it applies, in this order: Unpaid invoices, Deposit and Unused-days credit.
You can continue once every section is complete. Use Back to return to the review. Nothing is charged, credited or sent yet.
Unpaid Invoices
Choose an action for each unpaid invoice from the dropdown. Leave open is selected by default.
Retry charge: charges the open amount to the customer's stored card. The option names the card, for example "Retry charge on Visa ending 0341". If the charge succeeds, the invoice is paid. If it fails, the invoice stays unpaid.
Send payment link: emails the customer a link to pay the invoice online. For Stripe invoices, the email is sent by Stripe (see Before you start). The invoice stays unpaid until the customer pays, and the move-out does not wait for it.
Mark as paid: records a payment made outside Stripe. Enter the payment date and method, as you would on the invoice page.
Cancel invoice (credit note): issues a credit note for the amount still open. The invoice keeps its number and is no longer collected. The customer receives the credit note PDF.
Leave open: the invoice stays open on the customer's account after the move-out.
A failed SEPA charge cannot be retried, so Retry charge is not offered for customers who pay by SEPA Direct Debit.
An invoice can only be credited once. If an unpaid invoice already has a credit note, Cancel invoice (credit note) is not offered.
Deposit
If the deposit is unpaid, it is part of an open invoice. Handle that invoice in Unpaid invoices. The action applies to the whole invoice. For example, if the first invoice holds rent of €100 and a deposit of €200, Cancel invoice (credit note) credits the full €300.
If the deposit is paid, the section shows the amount and the invoice that holds it. Choose one option. Nothing is selected by default, so you must pick one before you continue.
Full refund: credits the whole deposit
Partial refund: credits the amount you enter in Refund amount. Below the field you see how much the customer gets and how much you keep.
No refund: keeps the deposit. A reason is required.
For a full or partial refund, the Reason is optional. It is shown on the credit note.
A refund issues a credit note against the invoice that holds the deposit.
Where the refund goes depends on how the deposit was paid:
Paid through Stripe: the refund goes back to the customer's original payment method
Paid by hand, for example by bank transfer or in cash: the section tells you the refund is paid out by hand. The credit note records what you owe, but nothing is sent to the customer. Pay them out yourself.
Unused-days Credit
This section appears when the current period's invoice is paid and days remain in the period. It suggests a credit with the number of days and the dates it covers. Click Change or skip to adjust the amount or leave it out. The credit can never be higher than the invoice amount.
No credit is offered when the current period's invoice is unpaid, has a payment still being processed or already has a credit note. The section tells you why, for example: "No credit offered: the current period invoice isn't paid yet." An unpaid invoice for the current period stays at its full amount and appears in Unpaid invoices.
If the same invoice also holds a deposit you are refunding, the refund and the unused-days credit go on one credit note.
Step 4: Check the Summary and Confirm
The Confirm & run step leads with two totals, each with its net and tax amounts:
Pay customer: what you owe the customer from deposit refunds and the unused-days credit, issued as credit notes
Customer still owes: the invoices left open
A charge you chose with Retry charge is not part of either total. It is listed below Customer still owes as a charge to the stored card at confirm.
Amounts paid through Stripe are refunded to the customer's original payment method. If an amount was paid by hand, a warning reminds you to pay it out to the customer yourself, and the operation is marked as paid out by hand in the Financial list.
Below the totals, two lists show what will happen:
Finalisation: what happens to the booking. For an immediate move-out: end the booking, set the unit to To Check, revoke access and send the move-out email.
Financial: every money operation with its amount and, where you gave one, the reason
Example: you refund €40 of a €50 deposit and retry a charge of €10 on an unpaid invoice. Pay customer shows €40. Customer still owes shows €0, with a note that €10 will be charged to the card.
Add an Internal comment if you like. It is shown on the booking timeline and never to the customer.
Use Back to change any decision. When everything is correct, click Confirm & run.
⚠️ Important: You can click Cancel move-out on any step before you confirm. This cancels the move-out, not the booking. Nothing is saved and the booking keeps its dates.
Step 5: Follow the Run
Once you confirm, the booking is ended first. The unit moves to To Check, access is revoked and the customer receives the move-out email.
The money operations run next. Each operation shows its status: Succeeded or Failed. A failed operation shows the message from the payment provider, for example "Your card was declined."
A failed operation does not stop the booking from ending. A banner at the top confirms the booking has ended and that successful operations will not run again. Nothing is charged, credited or issued twice, however often you retry.
Handle failed Operations
Each failed operation shows two options:
Retry: runs the operation again
Settle by hand: closes the operation without running it. Use this when you have resolved it another way.
A failed cancellation of the booking can only be retried.
Settling by hand never makes an amount disappear. Invoices and credit notes keep their real state on the customer's account. For example, if a retry charge failed and you settle it by hand, the invoice is still unpaid until you record the payment.
Every failed operation also creates a task on the Tasks page. Filter by Failed move-out operations to see them all. Each task names the invoice, booking, unit and customer, and Open move-out takes you straight to the operation. The task closes when the operation is retried successfully or settled by hand.
You do not need to finish everything at once. Click Close and come back later: Move out on the booking opens the same move-out until it is complete. A second move-out cannot be started in the meantime.
If you resolve an operation outside the move-out, it shows as done the next time you open it. This applies to an invoice that was paid, cancelled or credited, and to a booking that was cancelled. A deposit refund or an unused-days credit stays open until you settle it by hand.
The move-out is complete when every operation has succeeded or been settled by hand. Move out then no longer shows on the booking.
Additional Considerations
Moving out on a later Date
A move-out with a later date goes through the same steps. Your money decisions run as soon as you confirm. The rest waits until the booking ends at the end of the chosen date: the unit moves to To Check, access is revoked and the move-out email is sent.
Until then you can change the date. Open Move out again and pick a new date, and the booking and the waiting steps move with it. This is no longer possible once the move-out date has ended. The date is also fixed once the move-out has credited unused days.
Where can I see what happened?
Booking timeline: every decision and operation shows with the name of the person who made it, together with any internal comment
Credit notes: credit notes from a move-out appear in the credit notes overview and the accounting exports like any other credit note
What the guided move-out does not cover
Penalty charges: raise a manual invoice, as you do today
Paying back invoices paid by hand: refunds for invoices paid outside Stripe are not sent automatically. Pay these out yourself.
Reducing an unpaid current period: an unpaid invoice for the current period stays at its full amount
Summary
Move out settles everything a booking owes or is owed in one flow: unpaid invoices, the deposit and unused days. Nothing changes until you confirm, and the booking ends even if a payment fails. Failed operations stay on the move-out until you retry them or settle them by hand.