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Payments | Payouts
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 options
How 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 amou
How 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 will show you whether you will be paid on a 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 clic
How Can I Ask for a Prepayment?
How Can I Ask for a Prepayment With RaccoonPay you adjust your rates to require partial or full prepayment. The guest is then asked to pay the deposit when making a reservation. You will be able to ask for a charge for the full amount or just a partial one. Avoid no-shows and still be able to refund your refundable bookings easily! How does it work Click on the Room types tab in the top le
How to Send a Payment Request?
How to Send a Payment Request? Once RaccoonPay has been activated you can easily send an email to the guests asking for a payment or prepayment. How to create a payment request Go to the setting icon at the bottom left and navigate to the Documents tab at the top. Scroll down until you re
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. Payment
How 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 payme
Can I Ask for a Credit Card Guarantee for a Reservation?
Can I Ask for a Credit Card Guarantee for a Reservation? If you do not want to ask for a prepayment, but you do want to have a guarantee for your reservation, you can set up a credit card guarantee. This can be done with RaccoonPay! Credit cards as a guarantee support the hotelier in case of a no show. When the cancellation policy is free until 7 days before arrival and the guest cancels a few days before the stay, you might want to charge the guest for a certain amount. Purpose of sto
Which 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 POS
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.
Payments 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 find
How 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
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 v
How 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 than
VCC 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 guarantee 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 sometimes
The 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 t
What to Do if You Haven’t Received Your Last Payout?
What to Do if You Haven’t Received Your Last 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.
How Does the Delivery of the Card Machine Work?
How Does the Delivery of the Card Machine Work? The RoomRaccoon card machine is pre configured 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 the card machine is premised on meeting all RaccoonPay compliance requirements. Onboarding Process The card machine process can only start after the accommodation successfully completes the RaccoonPay onboarding. It takes ten working days to request
How Can the Payment Not Be Paid Out After Two Weeks?
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 for a
Shareholders - Onboarding
Shareholders - Onboarding This section is to ascertain the parties or shareholders who are legally liable for the company and this applies to persons who own a 25% (or more) share in the company. Companies have a share register (companies) which is an official document that is stamped and signed. In this section, you can add multiple UBO’s which are the Ultimate Beneficial Owners of the company. To do this Click add UBO !(https://storage.crisp.chat/users/helpdesk/website/61587d0079
Request a Card Machine - Onboarding
Request a Card Machine - Onboarding RoomRaccoon Card payments are an integrated, simple and secure way of processing payments with debit cards and credit cards. Your card machine is directly linked to your PMS so when a payment is made it is instantly updated on the PMS. RaccoonPay card machines are €40 a month with a 1 year minimum agreement. Good to know Please note that your selected month o
Why 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 RoomRacc
Describe Your Property - Onboarding
Describe Your Property - Onboarding When you compile your RaccoonPay documents it’s important that you enter the most accurate property details. Please note that this screen requires the details of the property and not the details of the owner so be sure to provide your property’s name, email address, number and physical address. Upload registration document - this is the document that the government
Prepare for Bookings - Onboarding
Prepare for Bookings - Onboarding To be able to receive payments it is important for your privacy and terms and conditions to be explicitly specified. When your RaccoonPay application audit is taking place these conditions will be referenced to the conditions that are in the booking engine therefore they should be consistent with each other. The terms and conditions are an integral part of your bookings and in this section, it is required that you detail your policy in terms of the following
Payment Preferences - Onboarding
Payment Preferences - Onboarding This is to set up how you would like payments preferences and projections as well as uploading proof of bank statements. Daily - You will receive payments during the weekdays (not on the weekends). When there is a bank holiday, for example King’s Day on the 29th of April, you can expect the payment on the next weekday. Weekly - You will receive payment from the 1st, 8th, 15th or the 22nd. If this day falls on a weekend or bank holiday it will be
What 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 new b
How Can I Change Credit Card Information Stored in the Booker Profile?
How Can I Change Credit Card Information Stored in the Booker Profile? If you’ve made a mistake when capturing the credit card details of a booker on RoomRaccoon, you can delete the booker and re-add them with the correct credit card details. Alternatively, you can use the correct credit card in the reservation payments. To delete the booker Access the guest history tab. Click on the penci
Complete Onboarding The complete onboarding screen is a summary of all fields that you’ve entered. Please ensure that you check that all information that has been added is correct and as accurate as possible. Be sure to check your Bank account numbers, addresses, contact info and regional codes. Once you are happy with the following action will be processed. Click on “I accept the terms & condi
Type of Business - Onboarding
Type of Business - Onboarding This section requires the legal company name which is the name that is on the company registration document. Enter the registration number, VAT number and the business category which is the type of business ownership you have. In this section you must upload a document that has a proof of your business name which could be referenced to the legal company name Insurance document Signed proof that accommodation name is part of the legal company name VAT d
The 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/?fU
What 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 all
How 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 ful
How 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 by clicking on the Payments Tab on the left of the screen. 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 t