Evolve Credit Card Processor - we've been "downgraded"

Hello! We switched to Evolve for our credit card processing in October. Since then, we've been charged over 4% per transaction (except for one, which was under 2%). We understand that different credit cards carry a different processing rate, but this isn't the issue. Evolve is telling us that we are being "downgraded" because "the required information is not being entered. Like the property phone number, Folio code number, etc."

Has anyone else had this problem? They don't seem to want to help us fix this. They say it's "on our end." 

Can you write in a ticket to Help@OwnerReservations.com, so we can help you figure this out?

I think you mean Elavon/Converge. There is a requirement that you have the payor Zip code, and possibly other address details, be entered, or you can be downgraded to that 4% rate. You would want to reach out to Converge and have them walk you through how to ensure you are requiring the guest answer any required location details in order to qualify for the best rates. It's pretty easy to do, but have Converge talk you through where on your Converge login screen to access all the right locations for that info.

Can you write in a ticket to Help@OwnerReservations.com, so we can help you figure this out?

Done. Thank you.

I think you mean Elavon/Converge. There is a requirement that you have the payor Zip code, and possibly other address details, be entered, or you can be downgraded to that 4% rate. You would want to reach out to Converge and have them walk you through how to ensure you are requiring the guest answer any required location details in order to qualify for the best rates. It's pretty easy to do, but have Converge talk you through where on your Converge login screen to access all the right locations for that info.

Adria, we have been working with them for over a month. They have offered no solutions. As far as we know, each of our guests have filled out all the information when entering their credit card into. Is there any way OwnerRez would accept a booking without all the info? I would hope not!

No, I'm pretty sure that we do indeed require full address information, and pass it along to the payment processor.

Was Converge willing to at least cite a specific booking where a payment request was made without providing the required information?  We can check the logs and prove that it is being sent to them.  Please write the Helpdesk with the ORB number of such a booking so we can investigate.

No, I'm pretty sure that we do indeed require full address information, and pass it along to the payment processor.

Was Converge willing to at least cite a specific booking where a payment request was made without providing the required information?  We can check the logs and prove that it is being sent to them.  Please write the Helpdesk with the ORB number of such a booking so we can investigate.

I just sent a report to help@ownerreservations.com. I'm also on the line with Converge, but no help yet. Thank you.

No, I'm pretty sure that we do indeed require full address information, and pass it along to the payment processor.

Was Converge willing to at least cite a specific booking where a payment request was made without providing the required information?  We can check the logs and prove that it is being sent to them.  Please write the Helpdesk with the ORB number of such a booking so we can investigate.

I just sent a report to help@ownerreservations.com. I'm also on the line with Converge, but no help yet. Thank you.

We will be getting a call next week with a Relationship Manager to perform a Rate Review. I'd love to share with them your findings at that time, if possible.

I am running into this EXACT same issue, with Elavon/ConvergePay stating that the information coming through to them doesn't have any address/zip code information. I am awaiting a call from an Account Manager who will be performing a Rate Review with me. Unsure when this call with come through, however, I want to see if there has been any development whereby we can prove that OR is sending that information to the payment processor. 

I had the support personnel check the MCC code and we've been set up correctly. This is a huge problem and we are losing revenue for something that's out of our control. I'd appreciate any feedback from OR support regarding this. 

Thanks!

As mentioned above, we do have the ability to see and prove exactly what information was provided from OwnerRez to a payment processor - we just need to know which booking number (ORB).  If you write in to the Helpdesk, we can provide that to you.

As mentioned above, we do have the ability to see and prove exactly what information was provided from OwnerRez to a payment processor - we just need to know which booking number (ORB).  If you write in to the Helpdesk, we can provide that to you.

Hi Ken, 

Yup, I've sent in an email with the ORB details. Thanks for your prompt response! 

After talking to my account manager, Elavon offers, what they call, tiered pricing. The account manager explained that they offer 3 tiers currently: 

1. 1.95% and $0.25 per transaction item 
2. 2.65% and $0.29 per transaction item
3. 3.35% and $0.29 per transaction item

1 applies when the guest uses a personal credit card (card issuer, M/C, Visa doesn't matter). 

2 applies for all debit cards. 

3 applies when the guest uses a rewards card or a business credit card w/ rewards. 

After being told multiple things by different support personnel, this explanation seems to make the most sense. Thought I'd share this here, in the event other folks are wondering about the same thing. 

Thanks!