Advisory : VCC not active until after check-in date, and FAQ
As I am seeing a lot of new VCC issue topics and all appear related.
All VCC past and future have been altered to only activate one day after the scheduled check-in date. Also don't message Finance team for support, just use the general support message method.
Booking.com issued Mastercard VCC are only active one day after check-in date.
Read over the below I pulled together and if still no joy, copy the booking number from the reservation info listing or details page.
Amendment: [not to finance team]
Send a message to the support team via Extranet > Inbox > Booking messages
How do I charge a virtual credit card? (when not using a PMS/Channel manager)
Why am I not able to charge a virtual credit card?
If something goes wrong while you’re trying to charge a virtual credit card, you’ll be able to see the reason on the 'Reservations details' page approximately 30 minutes after you have tried to charge the card.
The main reasons you might have trouble charging a VCC are:
The card isn’t active yet – check the activation date of the card.
Insufficient funds – check the available balance of the card.
You’ve made too many attempts to charge the same card (and the system stops a further payment for security reasons) – please try again in 24 hours.
The card has expired – You can charge virtual credit cards for up to six months from the date on which the guest checks out, after which the VCC will expire; if the VCC expires, the period to charge the VCC can be extended for another six-month period running from the date on which the card expired. After the expiration of this second six-month period, you will not have any entitlement to the funds and from that point in time, the funds will belong to Booking.com.
Your card machine's merchant code is invalid. Booking.com’s virtual credit cards can only be charged by merchants registered as official accommodation providers – please contact your terminal provider for help.
If you’re still having issues that don’t correspond to any of the above reasons, feel free to get in touch with us using your usual contact number.
2.4. What about cancellations, no-shows and modifications?
If you get a cancellation, no-show or modification, and you’re owed any money, you’ll receive an updated virtual credit card along with a notification email.
2.5. How can I refund a virtual credit card? What happens if I decide to refund a guest but I’ve already charged the virtual credit card?
Booking.com will help refund the guest on your behalf. If you’ve already received money for the reservation, all you need to do is return that same amount back to the same virtual credit card that we provided. You’ll find the card details with your guests’ reservation details.
Note: Virtual credit cards can be refunded even if they’ve expired. If the expiry date is in the past, enter the current month as the card’s expiry date.
If you have trouble refunding the virtual credit card, we recommend that you contact your bank or financial institution.
2.6. When and how will I be paid?
When a guest makes a booking on Booking.com and pays for it online, we’ll send you a virtual credit card from a trusted external payment provider, along with the booking details. This card gives you access to the exact amount for that booking, and you can charge the card as you normally would. Just make sure you do this after its activation date. For all reservations, the activation date of all outstanding and future Virtual Credit Cards (VCC) to one day after check-in.
2.7. How long can I see the virtual credit card details for, and how much time do I have to charge the card?
The virtual credit card details can be viewed as many times as you want for up to six months after the guest checks out. You can charge virtual credit cards for up to six months from the date on which the guest checks out, after which the VCC will expire; if the VCC expires, the period to charge the VCC can be extended for another six-month period running from the date on which the card expired. After the expiration of this second six-month period, you will not have any entitlement to the funds and from that point in time, the funds will belong to Booking.com.
2.8. What if I am asked to enter a zip/postal code when charging the virtual credit card?
Sometimes you might be asked to add a zip/postal code during the charging process. If that happens, you can put any of the following: your guests’ zip/postal code, your own, or 1017 CE (which is from Booking.com’s headquarters in Amsterdam).
2.9. How much is the transaction fee?
The transaction costs associated with our virtual credit cards are between 2% and 3%, plus any other processing fees from your particular bank. Our virtual credit cards hold a minimum of 2% fees, but further variations depend on individual country laws, payment processors and your particular bank.
If in doubt, please contact your bank or payment processor to find out more about these fees. Regardless of the nature of these fees, the virtual credit card is a payment solution that is guaranteed to be safe, secure and reliable.
2.10. How do exchange rates affect my virtual credit card payments?
Exchange rates don’t affect your payments if the prices you set your rooms at (the load price) are in the same currency as the one you use to charge the virtual credit card (your local currency).
If you receive your VCC in one currency and charge it in a different one, then exchange rates may apply, depending on your bank’s buy rate. Buy rates are variable rates that banks use for foreign exchanges, and you can usually find out what they are by looking on your bank’s website or by calling them directly.
2.11. How will I pay the commission for bookings made with a VCC?
Commission for these bookings is paid the same way as other bookings. You’ll receive a gross payment for all bookings where the guest has paid online, accompanied by an email with your invoice and payout statement (which is also available in the 'Finance' tab in your extranet).
The invoice will show all bookings from the previous month – both paid online and paid at your property. To see a breakdown of online and in-person guest payments, go to the 'Finance' tab and select 'Invoices'.