Troubleshooting PAYMENT & BILLING SCREEN
7 views 0 February 24, 2022 kiruba
To process payments:
- PayPal and EWR 3.0 are not compatible unless the PayPal account is Website Payments Pro (Ticket TI9CN). A workaround is to set the CC settings to “Validation Required” so the client receives the guest’s CC information at the time of booking, this information is securely stored in TokenEx. Once the reservation is received, the client can manually charge the reservation from the Billing screen.
- To process payment from the Billing screen, choose the Payment Type (Acc Code), enter the amount being charged in the Amount field, then click Process CC. (If the property has PayPal, a PP window will appear, client can follow steps there to charge guest). The billing screen will refresh with Transaction ID.
To refund payments:
- The original payment CANNOT be older than 120 days.
- The refund amount CANNOT exceed the original transaction amount. Ex: If a guest was charged twice, first $10 and $15 in the second transaction, we cannot do one refund for $35. Instead, we would have to do two refunds, one for the $10 and then a second for the $15 with the transaction ID for each.
- When a reservation is deleted, we can no longer process payments or refunds for it. If a client needs to issue a refund, they must do so from their payment gateway account (Auth.Net, Stripe, PayPal).
- To issue a refund, go to the reservation’s Billing screen, choose the Refund Type (Acc Code), enter the amount being refunded, copy the Transaction ID being refunded, click Process CC, paste the Transaction ID, click OK. The billing screen should refresh with the refund transaction ID.
Unable to process transactions (payment/refunds):
- Verify the correct Acc Code is being used. If a Visa card is stored in the system, Acc Code 112 VisaCard Payment must be used to process payment, and Acc Code 113 VisaCard Refund must be used to process refund. When in doubt, click the search icon next to the Acc Code field to look up the codes.
- If still unable to process transactions, check the Credit Card setup. Go to Setup >> Accounts >> Credit Card and make sure a payment gateway is connected. If payment gateway is connected but issue still persists, document the issue, create ticket, and assign to Level 2.
Billing screen is not refreshing:
- Click the Refresh button. If the “refresh” button is greyed out, to turn it back on, go to Setup >> Basic >> Default Settings >> set “Edit Individual Room Charges on Invoice Screen” to “No”.
- You can also refresh the Billing screen by editing and saving the Room Charge. Click EDIT for the Room Charge and once the Amt field populates (make sure the Room Charge does NOT CHANGE) click Save.
How to zero Amt Due
- Please note that lodging taxes are calculated depending on the Room Charge, meaning, the tax will change if the Room Charge is edited thus changing the TOTAL.
- For this reason, instead of changing the Room Charge from its original amount, it’s better to use a unique Acc Code for this. In the Amount field, enter the remaining balance/difference to get the account to show Amount Due $0. (To create an Acc Code used to zero billings, see Inventory Items section below.)
- See example Frio Acres Chat: