General Help and Questions

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Hi Kelly,

There are several ways to do it.

The easiest is to simply call the guest on the phone and take two manual payments over the phone. To do that, follow these steps...

1) Create a manual booking by finalizing their quote and turning it into a booking
2) On the new booking, go to the Payments tab and click "Collect a New Payment"
3) Call the guest and, with them on the phone, enter their credit card info for the first payment and then do it again for a second payment. Make sure to set the payment amount on each one to what they want charged for that card
4) If there is a balance left after the two payments, schedule a payment to be collected for some time in the future according to your normal business workflow
5) Go to the Security Deposit tab and schedule a security deposit to be collected according to your normal business workflow
6) Go to the Legal tab and make sure to send them a renter agreement to sign

Ordinarily, the system would set up the scheduled payments and security deposits for the future when the guest completes the quote acceptance form online. In this case, since you're doing it manually, you need to make sure that's done.

The other way you could do it is to adjust their quote to have a fixed amount for the first payment. Send them the quote and let them submit their payment online the normal way. Then, go into the system and collect a manual payment for the second payment with them on the phone.

Hope this helps,

-Michelle

I have a guest who wants to use 2 different credit cards for payment and I can't figure out how it's done. Has anyone experienced this and how do you do it.

Thanks,
Kelly

It could very well be the reader/viewer program you're using.

I was able to see them before. Maybe it has more to do with the adobe reader, since I made it to default when opening. Could it be that?

If you're wondering WHERE it's located, follow these steps:

1) Open the booking in question
2) Click the Legal tab
3) Click the Archive PDF button at the bottom of the form.

If the booking just occurred (inside the last 3 minutes) the PDF may still be pending archive. It can take as much as 3 minutes after a booking comes in for the PDF to be finalized and archived.

-Michelle

Hi Claudia,

Can you be more specific about which booking you're having problems with? I looked through some of the recent bookings in your account and the archived renter agreements are there (and opening fine) same as ever. At least, for me. I tried multiple browsers too.

-Michelle

I can't seem to be able to open the Archived PDF File under OwnerRez. I am trying to look at the Rental Agreement, which was agreed upon.

Thanks,
Claudia

We're not quite finished with this release but you'll be back up and running in a day or so. We're in the process of releasing all the new stuff now.

If you go to the Linked Accounts sections (link here:)

https://app.ownerrez.com/linkedaccounts

You can see what accounts you have linked and provide credentials for them if they're not already filled in.

You can fill in your listing IDs (such as your VRBO #) for each property and select to sync the calendar.

-Michelle

Hi Wendy,

SecureNet's charge is 2.95% flat like Sage, but we've noticed that SecureNet does not pass along new interchange fees like Sage has done in the past. We're recommending SecureNet for anyone with processing history for that reason.

-Michelle

Hi Marinas Edge,

All refunds have to be "linked" to a previous payments. That's not our rule, that's a rule that the processing banks establish. In order to do "unlinked" refunds, you have to be credit checked for a different system. That's why our refund screen requires that you select a payment to link the refund too.

That being said, refunds should work on expired cards. Did you try processing the refund to the person's account? Even if the card number expired, the refund SHOULD still go through and wind up back in the person's bank account. That's usually the way it works.

Failing that, the only way to return money would be via a different form such as check or money order.

-Michelle

We have a situation where the original card that our guest paid on has expired. We went in, scheduled a new payment and added the new credit card. When we go to refund it still references the old card and we can't figure out how to switch it to the new card.

Thanks

I've been taking credit cards for 4 years so that's not a problem, I've only one months statement with cornerstone and didn't have that charge and will be pretty upset if I do get one as that is one reason I've switched... does securenet have a lower than 2.95% charge?

Thanks for your reply,
Wendy

Hi Wendy,

For those that have at least 3 months processing history, we also offer SecureNet which is a slightly better processor. SecureNet doesn't charge the FANF fee that has started showing up for Sage/Cornerstone customers. You may have noticed that $5-10 monthly FANF fee every so often. Sage has refused to remove it, even though we've reminded them of their commitment to a flat 2.95%. So we offer SecureNet for those that want to switch. SecureNet requires processing history to quality however.

-Michelle

Am curious is there is still a choice of providers? I don't recall having a choice and am with Cornerstone/Sage... in one of the above reply's it sounded like one of your providers had better rates than the other, so if that is the case would love the better rates ;-) Maybe now you only have the one?

Any help appreciated.
Wendy

I just found out my VRBO & Homeaway Calendar's are not updating again. Is there something I need to do? Paul send out a "Happy Thanksgiving" message with the following "You'll need to provide your VRBO or HomeAway credentials, along with security questions/answers that you've provided them, so that we can facilitate the integration." But I don't see where I can change?

Thanks,

Claudia

Hi Tim,

1) Open the Quote
2) Click the Info tab
3) Click the "Change Settings" button
4) Scroll to bottom and put in an expiration days/date
5) Click the "Save Changes" button

Hope this helps,

-Michelle

I'm sure I've done it before but now find I cannot. Did that capability get changed?

Thanks

Tim

Thank you! I look forward to them.

Hi Gclaseman,

I assume you already know about our calendar widget? If not, that can be read about here:

https://www.ownerrez.com/blog/embed-the-ownerrez-calendar-in-your-own-website

I believe you're referring to something more sophisticated for that - something like shows all properties together and/or includes some search boxes with date range. That is definitely something on our roadmap, but not supported at the moment. We have a number of coming widgets that we'd like to release including more inquiry and booking tools.

-Michelle

Is there any plans to create an html widget we can use on our website that allows potential guests to search our inventory thus circumventing vrbo/flipkey/homeaway?

If not, does anyone know of a 3rd party app or widget that will do the same?

Hi Claudia,

Yes, we're aware of the HomeAwayConnect disconnect happening at the end of the year. We're planning to integrate with VRBO/HomeAway a separate way so that your calendar will still remain updated as always.

-Michelle

BTW, it does work now. I meant to come back and let you know.

However, HomeAway is now getting rid of HomeAway Connect in December. Are you aware of this? I believe we now have to find a new calendar system for HomeAway. Can we enter your URL without giving the personal information to the guests, when they look at the calendar?

I know you were thinking about doing this, at one time, for the third party information, but I am not sure if it in effect now.

Thanks,
Claudia

I think it is working now, since I don't remember entering a manual reservation for a booking on VRBO.

Thanks,
Claudia

Hi Lee/Maggie,

Because of our agreement with Cornerstone - the company that underwrites our applications - and the volume of business we send to them, there is NO CANCELLATION fees on any of our merchant accounts. That's for both Sage and SecureNet. You can cancel at any time (even 5 days after setup) and you won't be charged.

Hope this helps,

-Michelle

Hi Michelle,

I have not changed the information you recommended yet. I haven't had time, so I can't answer it yet.

Claudia

Do you happen to know anything about their policies as far as cancellation of an account with Securenet? I have had problems in the past with merchant providers who required guaranteed long contracts with draconian cancellation fees.

Claudia, are you still seeing any problems? Over the past week, we've been working through different scenarios to make sure that everyones' calendars are updating right. All our testing is positive at this point, and we haven't heard of anything in awhile. I wanted to circle back to you since you opened a thread here and see if your calendars are okay?

-Michelle

Hi Claudia,

We sync with HomeAwayConnect (https://www.homeawayconnect.com) which is supposed to work with any VRBO or HomeAway property, regardless of where/what you have bundled.

That being said, maybe your HAC account got out of sync with the bundle thing they did?

Can you contact HAC and see if it's still configured correctly for your VRBO/HA listings?

If you login to HAC, it should show you your listings there too.

-Michelle

The more I think about it, if it has to do with the bundling (done on 9/13 for me), I think they told me that any updates will come from my VRBO site. Thus, if I had the VRBO calendar as the SYNC, then maybe it would update. Can I use the VRBO site as the sync calendar?

Claudia

Interesting. Maybe you can check if it may have something to do with Bundling. The only thing that may have changed was that I bundled HomeAway and VRBO.

Also, VRBO is my main website, not HomeAway. So, maybe it needs to be updated with the VRBO link and not the HomeAway. I will wait to hear from you before I test that theory.

I don't know if that is when it started. I can't remember. I just know that it isn't updating now. It could have been when it was bundled. :)

Claudia