General Help and Questions

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The total charges for that booking are $0.

There are three line items, which you can see here:

https://app.ownerrez.com/bookings/252034/charges

But they all equal $0.

Enter the charges (rent, etc) that you originally charged the guest for this booking and that will produce a Total Charge for the booking.

Booking number 252034

You may have skipped step 2:

Once you enter the charges for the booking, there will a balance and you can collect or schedule payments.

If you've already entered/confirmed the charges, give me the booking # so I can look into it on this end.

I have entered this one booking three times, but I can't get into the payment section. It tells me...

No scheduled payments can be added because this booking is paid in full.

Since the amounts keep coming up, automatically, as ZERO.

What do I do next?

Claudia

Sounds good, Michelle.

Thanks,
Claudia

Hi Claudia,

You could always adjust the charges (enter a new line item saying "BROKEN WINDOW $300") and then collect a regular credit card payment for it, using the payment area. You can collect as many payments as you like.

Now remember, if you don't have the guest's permission to use their credit card and you begin to process extra payments, they may complain to their bank about you and file for a chargeback.

It's always best to come to an agreement with the guest first on what all they're paying, and then get their confirmation that you'll be using their credit card again.

-Michelle

I understand. However, I would think it wouldn't be that difficult, since you do have other forms or screens which already provide the DAYS. It would be a matter of taking that field and plugging it in.

Thanks,
Claudia

Welllll.... maybe. I get your explanation but that could be difficult to program and display. I'll pass it along (like everything!) but it may not be easily doable. I'm trying to think through the ramifications.

-Michelle

Hi Claudia,

No, it won't stop the booking. It basically just creates the booking with the same name as the quote.

So if the quote name was entered as "Susy _" (because there was no last name given) then the booking will have the same name. And of course, you can always modify it in the General Info tab of the booking after the fact.

We're adding another screen to the quote acceptance forms so the guest can correct/adjust the name on their booking.

-Michelle

I understand. Thanks. I will do that. How about the DAYS showing. Is that possible?

Claudia

Hi Claudia,

In the future, we envision hosting a CRM-style system where each user (you) gets an @ownerrez.com email address and all emails are sent from it. Then, when guests reply, their email goes back into our system and we track both inbound and outbound emails against the guest. There is a lot of stuff to cover here including a much more robust guest/contact system so it won't be coming for awhile.

At the moment, we've programmed all emails that are sent to include a REPLY-TO header with your email address so that when the user clicks "Reply" in their email client, the message is sent to you. That way you can answer them and address their issues.

To summarize, email between you and your guests is handled by you in your own email client and not by us. (For now)

-Michelle

Yes, but when you generate a booking, you need their full name. From the quote section, they can book right there. Will you stop the booking, if no name is there? Then what would you say to the customer?

Claudia

How would you do this, charge them if you damages were over security deposit?

Claudia

Thanks for the suggestion. I'll pass it along to the dev team, but I know they value simplicity and cleanliness in the design.

-Michelle

Hi Claudia,

The rate engine will attempt to put in the number of charge types (night, weekend, week, custom) with how many there is.

For instance, suppose that they booked for 3 nights during the "Off Season" rate period. The first line will read:

2 nights (5/1 - 5/3) at Off Season rates

In your case, I believe you're using custom charge types to define 2 night rates as different from 3 night rates as different from 4 night rates, etc, etc. That's causing the system to plug in the custom name instead.

So go to your rate periods, open the charge types and change the Name field to "2 nights", "3 nights", "4 nights", etc.

That should correct the problem.

I hope this isn't confusing.

-Michelle

Hi Claudia,

Currently, our system requires a last name in order to create a new quote, but we'll changing that. It's caused some conflict because - as you pointed out - some people send inquiries without a last name.

What most users do currently, when a inquiry comes in with no last name, is to put in an underscore ("_") or dash ("-") for the last name so that the quote can generate.

In the future, we'll be changing it to require a first OR last name, but not both.

-Michelle

In the case of a wire transfer, you would take it offline and then record it as a manual payment in the system.

You could bill them another payment, using the credit card info they submitted previously, but you would of course make sure they understood and agreed to that. You could also contact them to send you month offline.

No, you do not ever have to see their credit card information unless they are giving it to you over the phone and you are manually entering it into the system.

The vast majority of the time, they will enter their payments directly and the scheduled payments and security deposits will be collected based on that same credit card info.

A debit card that has the Visa or MasterCard logo on it would be accepted and work just like any other Visa/MasterCard card. If it isn't backed by Visa or MasterCard, than it wouldn't work.

We currently do not have any eCheck options but that is something we're considering adding in the future.

If added, that would basically be where the guest enters the routing and account number for their checking/savings account, and it would be debited directly. Sort of like how your utility company does with "auto-draft".

The merchant account we offer, through Sage, includes MasterCard, Visa and Discover. We can turn on Amex for you too but you get a separate statement directly from them.

Technically, our merchant accounts also include JCB and Diner's Club too, I believe, but I'd have to check into that to be sure.

Yes, Amex does their own fees and statements. When we set up your merchant account - if you choose to go with us - we always turn on a new Amex account for you unless you don't want that. Amex sets their own rates and fees, and we have no control over that. It's usually 3-3.5% and a statement fee of $5-7 per month.

If you use our 2.95% flat rate (with no other fees), then it's the same rate for all MasterCard, Visa and Discover transactions. Doesn't matter what other kind of card they use - business, international, debit, rewards, etc.

We also have a lower 2.25% rate deal but it contains fees for monthly, PCI, per-transaction and all the different card types.

In my opinion, the 2.95% flat rate is the better of the two.

And of course, you are free to go get your own merchant account from any of the many thousands of online resellers that are out there. As long as they are on Authorize.Net or Sage, we can integrate with them.

Silvia, I'm going to break up each part of that into multiple questions...

The full amount is deposited into your account and the fees come out at the end of the month. In the payment processing industry, this is know as "100% deposit". Back when we were picking a payment vendor to use, we made sure to require this. We don't like when fees are taken out of each deposit because is gets very hard to reconcile your payments with your bank account.

Michelle,

I look like a piece of cake after the above post. :)

Claudia

In the Quote section of the email, can we have the number of dates in that field? What does the "1 Spring"? It would be one reservation, either way. As it reads now, it states.....

Rent 1 Spring (5/11, 5/12) at Spring rates $650.00 $650.00

Instead, can we have something like...

Rent 2 night stay (Fri, 5/11 - Sun, 5/13) $650.00 $650.00

You know me, I would like those TOTAL NIGHT STAYS in there, and DAYS.

I don't know if I explained why I like these things. TWICE, renters had to leave a day earlier than what they thought, because their wording was not the norm. They would request dates, and not think that the last date they requested is the day they exit. So, when I would send them the quote, it all looked fine. NOW, I send the nights, and the days, so that they understand better and might catch it, if it states 2 nights and they are thinking 3 nights. So, I put as much information as possible. I even go to the extent of saying the words... CHECKIN DATE: Friday, May 11 CHECKOUT DATE: Sunday, May 13... for a 2 night stay.

I felt horrible to cut two people and their families short by one day. But, it was their mistake. Luckily, one of those families loved my house and has come for the past 4 years!

So, that is why I feel the nights and days on anything can avoid problems.

Claudia

If a customer replies to the quote, it is sent to our personal email. Wouldn't it go into your system? Wasn't it actually sent from the @ownerreservation email?

Are any changes coming for this? I am not sure what it should be. Should it be all part of one...ownerreservation? Or should it be separate, when they hit REPLY?

Claudia

How about a sort in the inquiry/booking/quote sections?

Nevermind. I see you have that already! You guys are good! However, you should put the arrow or something there, to let people know you can actually sort in those fields. Until I was thinking that maybe there you can do it, I didn't know it was there. No indication of that. :)

Claudia

Hi Michelle,

I am curious about the credit card processing - I used to have a merchant account and I couldn't figure out how much they charged me - well actually I could if I subtracted the amount I charged and the amount they deposited into my account. I have a few questions:

1. If I use your CC processor (Sage) do they deposit the full amount and then at the end of the month take the fee? Or do they take their fee and then make the deposit? Kind of like Paypal does except they don't deposit into your account but their own account which you need to transfer to your account (after they have released their hold on your money).

2. Are the fees the same whether the customer uses a reward card or not (most people now use only reward cards of some sort), what about across credit card companies? I remember MC, VISA charged the same amount (as long as it wasn't a reward card) and Amex was a separate arrangement and fee but processed with that credit card company.

3. I'm sorry if this is on the site already but since we are on the credit card topic, what credit cards does your processor (Sage) support? I imagine Visa, Master Card, ???.

4. Echecks will be a feature that interests me - would a debit card be allowed and how would it be considered - an echeck?

5. We don't need to see the customers credit card info correct? I disliked so much having to take the customers credit card information when I was taking a charge, that is another reason I switched to Paypal - the customer had full control of the information and dealt with Paypal directly. But if we need to charge them using Sage from the security deposit we do have a way to do so without having to see their CC information?

6. What happens if the charges are over the security deposit and the customer as per the rental agreement is responsible for that amount - how do we get payment then? Maybe this belongs in the security deposit topic?

7. How might a wire transfer be dealt with? Not that I have any at the moment, but I do get Europeans every once in a while and (I believe) they tend to deal in wire transfers as a norm.

Sorry for all the questions.
Thanks, Silvia

Hi Claudia,

At the moment, no, but our release for payments by check necessitates having that and it has become high priority.

-Michelle