- How do I refund a deposit that was made online?
- Why can't I refund deposit payments made more than 120 days ago, or refund more than the original amount of deposit payment?
- Customers are making reservations online, and I am seeing them show up on my desktop. However, when I print my payments reports, their payments are not showing up. What's going on?
- Why don't I have the full credit card number for a reservation that was made online? Where do I get this number?
- How long are credit cards stored on the Booking Engine?
Q: How do I refund a deposit that was made online?
A : You will need to login to your payment gateway, obtain the transaction ID for the credit card transaction in the Search and Download section using the last 4 digits of the credit card number, and then refund the transaction through the Virtual Terminal link. Note that you only need the last 4 digits of the card number to process a refund.
For full instructions, please click here.
Q: Why can't I refund deposit payments made more than 120 days ago, or refund more than the original amount of deposit payment?
A: The Authorize.net gateway places certain restrictions on refunds. Some of these restrictions are:
• The original payment must have been made less than 120 days ago;
• Refunds can only be processed if a payment was first recorded, i.e. you cannot process a refund if there is no corresponding charge;
• Refunds can only be processed to the same card used for the original payment;
• Refunds can only be processed for the same amount as the original payment.
However, there is an option available called “Expanded Refunds”, which will allow you to bypass some of these restrictions. Please click here for an application.
Q. Customers are making reservations online, and I am seeing them show up on my desktop. However, when I print my payments reports, their payments are not showing up. What's going on?
A. This probably has to do with your finance setup. Authorize.net users are the only users that actually charge customers through the booking engine. All other users, including SUP (secure user processing / credit card guarantee), must charge the customers at their desktop system through whatever credit card system that they use. If you are unsure about your setup, or if you are setup as an Authorize.net user and still are not seeing charges made on your booking engine, please contact support.
Q: Why don't I have the full credit card number for a reservation that was made online? Where do I get this number?
A: For security reasons, we do not transfer the full credit card number to RezOvation Desktop. However, the deposit payment has been processed for you automatically, so you need only ask for the guest's credit card on check-in. In addition, you only need the last 4 digits of the number in order to process a refund.
You can also retrieve the credit card number manually from the Booking Engine admin site within 72 hours of the time that the reservation was booked.
Note: for security reasons, credit card information is then removed from t4ahe Booking Engine 72 hours after the reservation is made.
- Go to the RezOvation Booking Engine Administrative Site by accessing the following link: https://www.rezovation.net/booking_engine/
- Type in your Username and Password and click on “Sign In”. This will bring you to the welcome screen for your property.
If necessary click the "Select" button next to your property name.
- Click on the “Guest Information” link on the top left-hand corner of the screen.
- When this screen opens, find the name of the guest whose credit card number you are retrieving. Click on the “View” link, located to the right of the guest’s information. This will allow you to access the customer’s invoice.
- When the invoice opens, find the Credit Card number. This will be a hyperlink. Click on this link.
- A window will appear that prompts you for your username and for your password. Enter this information and click on “Sign In”.
- You should now have access to the customer’s credit card number.
How long are credit cards stored on the Booking Engine?
Note: credit card information is only available if you are using the Booking Engine for real-time reservations and is removed from the Booking Engine after 72 Hours for security purposes.
For customers using Automatic Processing:
The overwhelming majority of our users are automatically processing the guest credit card through the Booking Engine. For those of you using this system, you can obtain the credit card again at check-in, you can log into the Booking Engine Administrator within 72 hours of the booking date, or you can contact the guest directly and obtain the full card number.
For customers using Secure User Processing (SUP):
Those who are not automatically processing the card but who are using Secure User Processing (SUP) are instantly taking the credit card number onto your computer via RezOvation Desktop. Those of you using this system are not really affected as you already receive the credit card number directly. Going forward we will hold the full credit card number in our system for 72 hours to ensure that you are fully able to download it automatically, and after that time we will store only a masked number that contains the last four digits of the actual number in the XXXX XXXX XXXX 1234 format.
For Stand-alone or Request-only users that currently have access to CC numbers:
If you are not processing the guest credit card automatically or if you are not using the Secure User Processing system, and you currently logging on through the Booking Engine Administrator to see the full CC number, you will now need to do so within 72 hours of the booking date in order to see the full number. If you login after that 72 hour period, you will only see the last 4 digits in the masked number in the XXXX XXXX XXXX 1234 format. We apologize for any inconvenience this may cause, but we hope that 72 hour period is long enough for you to get the information you need.
If you are using the Booking Engine stand-alone product (i.e. you do not have RezOvation Desktop), you will also have a 72 hour period to get the full CC number. After that time period you will only see the masked number in the XXXX XXXX XXXX 1234 format. Again, we apologize for any inconvenience, but we hope that 72 hour period is long enough for you to get the information you need.
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