General:
How do I print a payment confirmation?
To print a payment confirmation:
Go to Payments > Transactions.
Locate the transaction, then click to open it.
Click on Print confirmation.
Your web browser will then allow you to print this confirmation or download it as a PDF document.
Does SiteMinder Pay have a point of sale (POS) terminal?
SiteMinder does not currently have a POS terminal for SiteMinder Pay. This means that you cannot swipe or tap credit cards to enter them into the Payment terminal. You must enter the credit card details using your keyboard.
Are transaction details sent to my connectivity?
You can sync your SiteMinder Pay reservation transactions from our platform to your property management system (PMS) — a feature only available to participating property management systems that are enabled to handle payments. Syncing your channel reservation transactions, such as your manual and automated payments and refunds, will help save time and reduce the need to manually record and manage payments separately in your PMS.
Transactions processed via the Payment terminal are not synced: only transactions associated with a channel reservation are supported. To support the payment sync API, the property management system must support the payments feature and must be a participating provider. To find out more, please contact your PMS directly.
How do I take a payment for something other than a reservation?
You can take manual payments using the Payment terminal. The Payment terminal can be used for reservations or any other payment that needs to be taken. To use the Payment terminal, go to Payments > Payment terminal.
What do I do if I’ve processed the wrong amount?
If you’ve processed a payment for the wrong amount, you can use either a refund or manual payment to fix this problem.
If the payment was too high — you can make a refund.
If the payment was too low — you can take a manual payment.
What is the Payment requests feature?
The Payment requests feature allows you to send a guest a link leading to a secure webpage where they can process a specific payment using an accepted payment card.
How do I deactivate SiteMinder Pay?
To deactivate SiteMinder Pay, you will need to contact our support team.
Bank accounts:
How long does a payment take to arrive in my bank account?
A payout will be sent on the same day that a payment is received, and should take 2–7 business days to arrive in your bank account, depending on your bank and location.
How long do I have to process a payment for a reservation?
You must process a reservation payment within 7 days after check-out. After that time, card details will be permanently deleted in your platform, as required by the Payment Card Industry Data Security Standards (PCI DSS).
How long do I have to process a refund for a reservation?
You must process a refund within 90 days after check-out.
How do I update my bank account details?
To update the bank account used with SiteMinder Pay, please contact our support team. Our team will need some security information from you before they can make any changes.
This includes:
An e-mail from the admin user of the SiteMinder Pay account
Registered business name
Account number of the current bank account
Account details of the new bank account
Reason for this request
Date that the bank account should be updated
How do I update the authorised representatives for my SiteMinder Pay account?
If you need to update the authorised representatives for your SiteMinder Pay account, contact our support team. Ideally, our team will need to speak with the soon-to-be former authorised representatives to provide security information before making any changes. Further security information will be required if the authorised representatives are no longer available.
Make sure to let us know in advance if any of your SiteMinder Pay authorised representatives will change.
Credit cards:
Can SiteMinder Pay process virtual credit cards (VCC)?
SiteMinder Pay supports virtual credit cards and they can be charged in almost the same way as ordinary credit cards. The only difference is that each channel has their own policy on when virtual credit cards can be charged.
When can I charge a virtual credit card (VCC)?
VCCs contain an activation date from the channel that determines when the card will be charged. It is usually from the day of check-in to 6 months from booking, and there is no way to change this activation date.
SiteMinder Pay, compliance:
Why is SiteMinder Pay asking for more account information?
For SiteMinder Pay to remain secure and compliant, you will be required to provide additional verification details if:
You just signed up.
Your payouts have been paused.
There has been a policy change.
When this happens, in your Payments page, you will see a notification— Verify my account. Click on this notification and enter the information.
Who has access to edit my SiteMinder Pay account?
Users with certain permissions have access to view or make changes to your SiteMinder Pay account.
General users with Guest payment details permission
Users with a User level of General and with the Guest payment details permission enabled have access to:
Process payments;
Reveal credit card details.
Admin users
Admin users have full access to SiteMinder Pay for the property. They are the only users who are able to:
Activate Payments.
To prevent General users from viewing information about payments, make sure to untick the Guest payment details permission for those users.
How do I keep my SiteMinder Pay account secure?
To keep your SiteMinder Pay account secure:
Control who has access to your platform and Payments feature.
Create one user account per person in compliance with the Payment Card Industry Data Security Standards (PCI DSS).
Ensure two-factor authentication is activated for user accounts as required.
Taxes, accounting, budgets:
How do I find the total revenue received from payments?
To find the total amount of revenue you have received from payments (for tax, accounting, and budgeting purposes), follow these steps:
Go to Payments > Transactions.
Click on Filters.
Select a Date range of 3 months duration or less. And for the Type filter, select Charge.
Click Apply.
Click Export to download a CSV file of the filtered transactions data from the table.
You can then open the file in a spreadsheet application where you can calculate the total revenue.
Why is my account balance or funds in transit amount more or less than expected?
Our support team will be able to investigate this issue. Please contact our support team.
Does the Payment terminal calculate taxes and promotions?
When you take a payment using the Payment terminal, no taxes are added to charge and no promotions are discounted. Therefore, you must make sure to calculate these yourself, and then to charge an amount that includes any taxes and promotions that apply.