Managing all of your payments in RoomRaccoon
What is RaccoonPay?
RaccoonPay is a fully integrated payment system within your Hotel Management System that allows you to handle payments with your guests safely and quickly. With 3D Secure payments, RaccoonPay works with the most secured way of handling payments, being also PCI compliant. In terms of regulations, the RaccoonPay onboarding process assures the accommodation to be GDPR compliant, which is necessary to handle guest data in any form.
RaccoonPay offers various payment optionsSome readersHow To Refund Guests With RaccoonPay?
How To Refund Guests With RaccoonPay?
Refunding guests after a cancellation for example is simple to complete with RaccoonPay. Be aware that you can only refund your guests for all or part of the amount 24 hours after the card has been charged.
Here’s How:
Click on the Payments Icon in the left menu bar.
Select the payment in question and click on the amouFew readersRaccoonPay Overview
RaccoonPay Overview
RaccoonPay activated?
_You will now have a full overview of all of your various transactions in one place! _
Gain an oversight of all:
Payouts.
Each successfully received payment.
The various payment methods used.
Payments allocated to booking numbers.
The payment status of each transaction.
Payouts
Within your payouts you can gain valuable information including:
Dates of all payouts made
Payout totals.
Payout commission totals.
PaymentFew readersHow do my payouts work and where can I check them?
How do my payouts work and where can I check them?
On activation of RaccoonPay you have chosen for a daily, weekly or monthly payout.
When do I get paid?
In the top left corner you will see Payments, which shows whether you will be paid daily, weekly or monthly basis. In addition, the next date of payment is also displayed.
Click on the arrow next to payouts to view more details or click on payout at the top of the scFew readersCan I charge a (virtual) credit card?
Can I charge a (virtual) credit card?
Yes, it is! When RaccoonPay is activated, you also have the possibility to charge a (virtual) credit card.
How does it work?
Open the reservation, scroll down and go to payments at the bottom right.
You have the choice here of either charging a credit card or pre-authorizing it*, click on the button Charge credit card for €....
The outstanding amount is filled in automaticallyFew readersWhich payment methods can I activate?
Which payment methods can I activate?
With RaccoonPay you can activate various payment methods, we explain to you how and which ones you can activate.
How it works
Go to the left, in the menu bar, to the credit card icon and navigate to payment methods.
Tick the payment methods you want to offer your guests.
Which payment methods do we offer?
MasterCard (3D Secure) & Maestro POS
VISA (3D Secure) & V-Pay POSFew readersPayments via the online check in
Payments via the online check-in
Do you have an accommodation without a reception or do you want your guests to pay the outstanding amount a few days before the check in? This is possible with the online check-in!
How does it work?
Open the settings of your RoomRaccoon by clicking on the settings icon, then navigate to the tab Booking Engine.
On the top left of the page you will findFew readersHow do I enter a payment on the card machine?
How do I enter a payment into the Chip & PIN device?
Please install the card machine according to the FAQ and User guide provided. When the device has been tested successfully, RoomRaccoon will be able to process the payments. In case the device does not work properly, please contact us at [email protected]
You can make a payment via the RaccoonPay device in the following steps
Go to the reservation where you want to pay the (partial) amount via the card machine.
See theFew readersHow do CM Payments invoices work and why do I receive them?
Why do I receive invoices from CM Payments?
When transactions are made via RaccoonPay, these transactions are handled by our payment provider CM Payments. Because of this, you will receive two different invoices from CM Payments on the first of the month. The content of these invoices contains transactions of the past month.
What is the difference between the two invoices?
** The first invoice contains all non 3D Secure payments and the second invoice contains all 3D Secure paymeFew readersChargeback support
How does a chargeback work?
A chargeback, also referred to as a payment dispute, occurs when a cardholder questions a transaction and asks their card-issuing bank to reverse it. The ability to dispute a payment is meant to protect consumers from unauthorised transactions, but it can mean big headaches for businesses, especially when they’re issued in error.
When a chargeback happens, the disputed funds are held from the business until the card issuer works things out and decides what to do.Few readersThe card machine is not displaying the amount, why not?
It seems that the card machine is not displaying the amount
The RaccoonPay card machine works slightly different than stand-alone card machines.
RaccoonPay's card machine is fully integrated with your RoomRaccoon system and therefore it must always be able to connect to the system.
As the card machine is not processing payment all day, the card machine often is on 'sleep mode'
How to display the amount on the card machine
Make sure the network of the card machine is connected tFew readersHow can the payment not be paid out after two weeks or more?
For more than two weeks I haven't received a payout, what to do?
When a payout was expected for a few weeks already, there are a few reasons why your payout is not happening.
Payouts happen on a preferred schedule, based on processed and captured payments, but also processed refunds and the status of your account have an influence on whether your payout will happen on that day. Mind that a 'missing' payout does not always mean that something is wrong. however, if you processed payments forFew readersVCC shows as €0, or cannot be charged, what to do?
I face problems charging my OTA Virtual Credit Cards, what to do?
Charging a Virtual Credit Card (VCC) is an option to be guaranteed your money. RaccoonPay supports this process to import both the OTA reservation and linked credit card details to charge this card at the moment of check-in, or check-out. However, changes in the reservation might cause a problem when charging these cards. In the reservation, RoomRaccoon always tries to show the current balance of the VCC, but updates are sometiFew readersHow to change your bank account details for RaccoonPay?
I changed my bank account details for billing purposes, but do I need to do something for RaccoonPay as well?
Changing the bank account details in the billing tab does not affect anything in your RaccoonPay account.
RaccoonPay is a separate onboarding, where you need to pass the onboarding phase again to validate your business as a whole. Mind that if you completed the RaccoonPay onboarding more than a year ago, it might be that the requirements consist of more documents and adjustments thaFew readersHow does the delivery of the card machine work?
I'm expecting my card machine soon, what can I expect?
The RaccoonPay card machine is different from other card machines, as RoomRaccoon sets everything up beforehand.
RaccoonPay's card machine is 'plug & play' and therefore requires extra time to set up, but is easy to go right after delivery.
Next to the card machine delivery, the RaccoonPay team always supports you with the card machine user guide and answers to the frequently asked questions.
How does it work?
The onboardingFew readersWhat to do if you haven't received your payout?
I was expecting a payout today, but nothing is visible
When a payout was expected but nothing came in on that specific day, there are a few reasons why your payout is not happening.
Payouts happen on a preferred schedule, based on processed and captured payments, but also processed refunds and the status of your account have an influence on whether your payout will happen on a certain day. Mind that a 'missing' payout does not always mean that something is wrong.
Reasons for 'missing'Few readers