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 optionsPopularHow 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 amouSome 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 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 atSome 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.
PaymentSome 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 automaticallySome 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 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 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 the vFew 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 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 readersWhat to do if you haven't received your payout?
What to do if you haven't received your payout
When expecting payouts there may be a number of reasons why the payout may be unsuccessful or delayed.
Payouts happen on a preferred payment schedule (this can be daily, weekly or monthly), 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.
Why areFew 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 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 readersHow does the delivery of the card machine work?
How does the delivery of the card machine work
The RoomRaccoon card machine is preconfigured for your RoomRaccoon system and upon delivery, it is a ‘plug and play’ as everything is pre-setup. You should however note that delivery of card machine is premised on meeting all RaccoonPay compliance requirements.
Onboarding Process
The card machine process can only start after the accommodation successfully completed the RaccoonPay onboarding.
It takes ten working days to request a newFew readersWhy is my card machine not displaying an amount
Why is my card machine not displaying an amount
The RoomRaccoon card machine has been designed and enhanced to be integrated with the RoomRaccoon system therefore it should always be connected to the system for full functionality.
Sleep Mode
One of the most common reasons why the card machine disconnects is due to sleep mode. Considering that you are not taking in payments at every moment in the day sometimes the card machine will default to sleep mode and disconnect with the RoomRaccFew readersThe payment is not linked to a reservation
The payment is not linked to a reservation
When you have a payment coming in through your Raccoonpay dashboard that has not been linked this is visible when the payment has no reservation or “unknown” is displayed in the reservation section. When receiving payments it’s important that the reservation number is entered otherwise the payment will be unallocated.
To link a reservation please contact our support team by [opening a new ticket ](https://rms.roomraccoon.com/admin/help/ticket/?fUFew readersWhat happens when I change my business name on RaccoonPay
What happens when I change my business name on RaccoonPay
It’s possible that ownership of your company is changed to a new individual or group and a request is made to change the business name. This means that the new business owner will register the business under a different name - meaning that the business registration is also different as such you will need to provide RoomRaccoon with the company registration document so that a new validation process is implemented.
When you have a newFew readersWhat happens in RaccoonPay when I change my bank account details
What happens in RaccoonPay when I change my bank account details
When you change your bank account it is important that you notify RoomRaccoon of this change so that a new account number is added to your RaccoonPay details. To set this up we will need to validate the new banking details which you should provide.
What do we need to set up the new bank account?
The new bank statement requirements:
Provide RoomRaccoon with a recent bank statement (no older than 6 months), including allFew readersHow to Find the Raccoonpay Payment Status
How to Find the Raccoonpay Payment Status
With the RaccoonPay dashboard, you can easily see the payment status of each reservation either by searching the reservation number or scrolling down the list.
How to find the payment status
Access your RaccoonPay dashboard
In the search tab, enter the relevant reservation number
Once you see the reservation, you will see the status next to the reservation number. Click on the status for further details on the payment status, reasonFew readersHow Can I Return the Card Machine
How Can I Return the Card Machine?
Should you wish to return your RoomRaccoon card machine you can do this by sending a cancellation request. Simply open a ticket with a request to cancel your card machine.
Please note that your card machine contract term is over a 12 month period from the date of issue therefore you will still need to pay for the fulFew readers