Card Tab

The card tab has been moved forward and improved.  You can now use it to store, retrieve, preauthorise and/or charge payment cards within the eviivo suite. To add or store card details in the system, open the booking, go to the card tab, and simply press the Add Card button and type the card details in the right hand side of the screen. Mandatory fields are marked with a red asterisk. If you are using your own merchant account, and have been enabled for offline card management, you can use eviivo suite to process any type of card for any type of payment, regardless of source.  If you are using eviivo’s free merchant account, this functionality can only be used with cards that were supplied online.

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 The Save button will simply store the card in the system. The Pre-authorise or Charge button will save the card details and then take you straight to the Payments tab ready for a payment to be taken on this card (more on this further on). You can associate more than one card to a guest booking.  Cards are listed on the left-hand side of the screen and, when you select a card, its details are displayed on the right-hand side of the screen. To view the CVC (if available) click on the show CVC button.  To edit or delete the card details (if they haven't already been used for a transaction) just update them on the screen.

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Any card supplied by an Online Travel Agency (OTA) will also be displayed in the Card tab – ready for use.

Good to know!   For your own security and to ensure compliance with the Payment Card Industry standards (PCI compliance), the card CVC security code is stored in an encrypted format.

If you store or receive a payment card in eviivo suite, we recommend that you use eviivo suite to charge or preauthorise that card, and keep all card details safely encrypted in compliance with PCI standards.  

If you do NOT want to use eviivo suite to process the card, you need click on ‘Show CVC’ to retrieve the CVC security code and then process the card manually with your own card reader, 

The CVC code may only be retrieved ONCE.   Once viewed, it is no longer possible to view the CVC a second time, or to use it to process the card with eviivo suite - you will have to use a card reader.   And if you do, remember to “record” any such manual payment in eviivo suite to ensure it can be included in the guest invoice and statement.

Card status

An icon displayed alongside each stored card lets you to check its status at-a-glance.

Card Icon        Description
table 1 The CVC is present and available and you can view it (only once) by pressing the 'Show' CVC button.
table 2 There was no CVC provided with the card.  (For example Booking.com reservations if you told them that you did not require a CVC at the time of booking).
table 3 The CVC was supplied when the card was entered in the eviivo suite - but has since been viewed by a user.
table 4 The card has been used for a successful transaction. (either a charge for prepaid or deposit bookings, or a preauthorisation via eviivo suite for bookings subject to a cancellation fee).
table 5

The card has been used via the system, but the card was declined or it expired or the transaction failed because it exceeded the card credit limit.  You will then be able to use eviivo suite to request an alternative and/or report the bad card to the relevant OTA Agency.

 

Failed Payment Cards

When a pre-authorisation or payment has failed, the booking is highlighted on the diary with a red border, and a red triangular danger symbol in the bottom right corner. If you hover over the booking, the text “Failed card transaction” appears.

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To manage declined cards, click on the link provided on the screen as shown below. The message at the top the screen only displays when the most recent card received has failed. 

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Card details are automatically disabled

• 3 days after check in if you are using the eviivo merchant account.
• 60 days after check out if you are using your own merchant account.

Payments Tab

As before, you may use the Payments tab in order to: -

Preauthorise, charge or refund a guest card directly using eviivo suite in 1-click (including its automatic recording for inclusion in a guest statement or invoice)

Just record payments taken manually outside eviivo suite, in cash or with a card reader, in order to include them in the guest statement or invoice.

The pre-authorisation of a guest card (ever so useful to guarantee a booking and secure cancellation fees) is now managed from the Payments tab.

In order to process a payment, choose a payment method first.

If you want to use eviivo suite to pre-authorise, charge or refund a card, select the option ‘Process via system’, and pick the relevant guest card from the drop-down list on the right.

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If you want to take a manual payment outside eviivo suite but wish to record it in eviivo suite to ensure that it appears on the guest statement, select one of the manual payment methods (such as Card Reader, Cash, Cheques etc.).

Card reader   record a payment made using your card machine or “PDQ”
Cash   record cash payments
Account Transfer   record payments transferred to a group or to another account
Cheque   record payments made by cheque
Bank Transfer   record payments wired from bank to bank
Travellers cheque   record a payment taken in the form of travellers’ cheques

Payment and Refund Limits

If you are NOT using eviivo suite to process a card payment, but you are merely recording a payment or refund taken outside the system, then you can enter any amount up to the maximum amount outstanding on the guest bill.

If you are using eviivo suite to charge or refund the card, then the maximum amount that can be processed depends on the merchant account you are using, as illustrated in the table below. 

Do not worry, to make it easy, the maximum amount you may charge or refund is always indicated on the screen, right beneath the amount field.

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Good to know!  If you are using eviivo’s free merchant service, then eviivo are the ‘merchant of record’, and it is eviivo who are legally liable to the guest until check-in.  Therefore, eviivo can only allow you to charge cards to our merchant account for online transactions, where we can see the amount the guest has agreed to pay and any related terms & conditions.

Pre authorisation

A pre-authorisation is NOT a charge.  It simply means that eviivo is checking with the guest’s bank that there are enough funds on the guest card to cover the booking or the cancellation fee.  Some banks however, will reduce the credit available on the guest’s card in order to “reserve” sufficient funds for you, especially where the guest has a low credit ceiling in the first place.  

So, if you have selected eviivo’s automatic card pre-authorisation feature, it means that eviivo suite will automatically

  • validate the guest card at the time of booking and
  • preauthorize an amount equal to the cancellation fee as soon as the booking passes the cancellation deadline.

Automatic preauthorisation occurs when the expense is committed and allows you to “reserve” the funds at that point (for example, once the booking falls within the cancellation window!). 

When an automatic pre authorisation is scheduled for a future time or date, a message is displayed on the Payments tab to remind you exactly how much will be preauthorised on the guest card, and when.

At the time of booking, the following message will be displayed. 

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If pre authorisation is scheduled to take place later when the booking becomes subject to cancellation fees, the following message will be displayed:

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A scheduled pre authorisation will always be processed using the most recent valid card added to the system - even if it is different from the card supplied at the time of booking.

Any ‘Pre-authorisation’ transaction is always listed in the Pre-authorisation section of the screen, and a message is displayed to remind you to either delete the preauthorisation or to charge it to the card before any other payments or refunds can be processed via eviivo suite.  

Alternatively, you may change the payment method to one of the manual payment options and just “record” any transactions taken outside of eviivo suite

To cancel and clear an existing pre-authorisation, click on the “Release Preauth” button.  To charge an amount equal to the amount already pre-authorised click on the “Charge Preauth” button. 

Good to know!   If the guest has not arrived yet, be careful before releasing a preauthorisation.  Without a preauthorisation, you may not be able to secure your cancellation fees in case of a no show.

Good to know!   If you are using automatic pre-authorisation, we recommend that you use eviivo suite to charge the amount preauthorised.  If you do not, and prefer to use your card reader, then be sure to RELEASE the preauthorisation when the guest arrives.  Even then, some banks can take a few days to clear a preauthorisation and restore the card to its normal credit limit.  If the bank delays the release, a lower credit limit could make it harder to charge the full amount at check-out.  The guest may have to call their bank to request a faster release.

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Payments & refunds

Successful transactions are recorded in the Payments and Refund section of the screen, and failed transactions displayed over a red background.

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Email confirmation

When using eviivo suite to process a card payment (‘via the system’) you have the option to send a payment or refund confirmation to the card holder.

By default, the lead guest email address is pre-populated in the ‘Email’ field, but this can be updated to be any email address.

When the ‘Confirm by email’ checkbox is selected, an email will be sent to the guest confirming any preauthorisation, payment, or refund details.   You will also be sent a copy.

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Booking.com not supplying a CVC

It is common for the payment card to be supplied by Booking.com without a CVC, especially if you have enabled the option which does not require a CVC at the time of booking.  

Booking.com booking page  eviivo card icon
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Cards received without a CVC will nevertheless remain available within eviivo suite and will be flagged with the “No CVC” status icon (above right).

Even without the CVC, you will still be able to process the card using eviivo suite, but there is a strong likelihood that, in the absence of such CVC, the card will be declined by the cardholder’s bank.

Bill Tab and Guest Statements

We have added check-boxes alongside every entry on the Bill tab.  If there is an item which you do not want to include on the guest statement, simply un-tick the relevant entry before selecting the ‘View Statement’ button. 

A useful feature when guest want to charge some extra items on a personal invoice separately from the corporate invoice used to claim business expenses.

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