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SiteMinder Payments, our official payment processing solution: process reservation refunds and chargebacks with Auto top up
SiteMinder Payments, our official payment processing solution: process reservation refunds and chargebacks with Auto top up
Updated over a week ago

💡 Important to know:

  • SiteMinder Payments is our official payment processing solution, and it includes our official payment gateway, SiteMinder Pay.

  • This article explains how to use SiteMinder Payments’ Auto top up feature to prevent your SiteMinder Payments account balance reaching zero or below, and therefore help you continue being able to process reservation refunds.

  • To access SiteMinder Payments, go to Payments.


How Auto top up works (when activated)

If your SiteMinder Payments account balance reaches zero or below, you will be unable to process refunds until you add more funds to your account balance. But if SiteMinder Payments’ Auto top up feature is enabled, the necessary funds will be automatically transferred from your bank account to your SiteMinder Payments account automatically — provided you have the sufficient funds — and you can continue processing refunds via the Transactions tab.

Here is how it works: once Auto top up has been activated, if your SiteMinder Payments account balance reaches zero or below, you will receive an email notifying you that your bank account will be debited within 48 hours. The email will also clarify how your account balance reached zero or below (likely due to a refund) as well as the amount that needs to be debited. Then once those 48 hours have elapsed, the funds will be automatically transferred from your bank account to your SiteMinder Payments account.

What happens when Auto top up is not activated

If Auto top up is not activated, however, when your SiteMinder Payments account balance reaches zero or below, you will need to manually add the requisite funds to your account.

There are multiple ways to do this:

  • Activate Auto top up.

  • Process more guest payments (so that you have more funds available in your SiteMinder Payments account).

  • Switch from a daily to weekly payout schedule (again, so that you have more funds available). For assistance with this please contact our support team.

  • Manually transfer funds to your account. For assistance with this, please contact our support team.

⚠️ You will not be able to process refunds while your SiteMinder Payments account balance is zero or below — if you have not done so already, we recommend activating Auto top up as soon as possible.

Activate Auto top up (direct debit authorisation)

If your property is located in the United States, Canada, Australia, New Zealand, or Asia, Auto top up is already set up in your SiteMinder Payments account; you do not need to activate it. If your property is located in the EMEA region, however, you will need to complete a direct debit authorisation in order to activate Auto top up.

There are two ways to do this: 1) the first time you log in and open the SiteMinder Payments dashboard, you will be invited to sign up to direct debit (that is, Auto top up ) and asked to follow the necessary steps, and 2) after setting up your SiteMinder Payments account, you will receive an e-mail containing a button that you can use to activate Auto top up , and all you need to do is follow these steps:

  1. Click on the button in the e-mail to open the Direct Debit Authorisation page.

  2. Confirm your details and enter any additional details that are required.

  3. Confirm that you agree to the Terms and Conditions.

  4. Once complete, Auto top up will be activated (provided that the authorisation is successful).

⚠️ Auto top up is not available to properties in Mexico due to local regulations.

Failed payouts

Funds received from the guest are not issued as individual payouts; instead, they are stored in your SiteMinder Payments Account balance, which is the sum of all funds received from all guests on the present day, including adjustments but minus refunds. This balance is then paid out to your property’s linked bank account once per day.

A failed payout can result from either of the following:

  • A failed deposit (payout) into your bank account, which is often caused by incorrect bank account details. (View your property’s linked bank account in Payments > Payouts > Linked account column. To make changes to your linked bank account, please contact our support team.).

  • A failed debit from your bank account (assuming that Auto top up is active)..

When a payout or Auto top up fails, you will receive an e-mail explaining why. All other payouts will not be processed until a failed payout has been resolved; to do this, check that your bank account details are correct (via Payments > Payouts > Linked account column) and that there are funds available in your bank account. If your bank details are incorrect, contact our Support Team and ask them to correct the details so that the payout can be attempted again.

Frequently asked questions

My SiteMinder Payments account says that I have “unavailable funds” to process a refund — what should I do?

You have two options: 1) activate Auto top up , or 2) manually add more funds to your SiteMinder Payments account balance.

💡 To reduce the risk of the above occurring, try switching from a daily payout schedule to a weekly or fortnightly payout schedule in your SiteMinder Payments account — this will help you accumulate more funds which you can then use for refunds.

My SiteMinder Payments account says I have available balance in mySiteMinder Payments account but “unavailable funds” to process a refund — why?

This can occur while a payout is being initiated from your SiteMinder Payments account balance (and has the status ‘ In Transit’ ). The payout amount will be deducted from your SiteMinder Payments account balance soon, and as a result, you will be unable to use the pending payout amount to process a refund.

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