Usluga naplate kompanije često postavljana pitanja

Ažurirano pre 3 mes. | Čitanje: 10 min.

U ovom članku ćete pronaći odgovore na često postavljana pitanja o Usluzi naplate kompanije, uključujući informacije o virtuelnim kreditnim karticama i uplatama na račun. Imajte u vidu da nisu sva rešenja za plaćanje omogućena u svim zemljama za sve vrste smeštajnih objekata. Obaveštavamo vas o novim mogućnostima čim postanu dostupne.

Ova često postavljana pitanja su namenjena partnerima koji koriste Uslugu naplate kompanije Za informacije o plaćanjima koja ne obrađujemo mi, pogledajte ova opšta često postavljana pitanja o plaćanjima.

Glavni zaključci

  • Zahvaljujući Usluzi naplate kompanije omogućavamo plaćanje vašim gostima, a zatim vam isplaćujemo novac putem uplate na račun ili virtuelne kreditne kartice.
  • Virtuelna kreditna kartica je privremena, digitalna Mastercard kartica koja je povezana sa postojećom kreditnom karticom.
  • Ako primate isplate putem virtuelnih kreditnih kartica, poslaćemo vam novu virtuelnu kreditnu karticu za svaku odgovarajuću rezervaciju. 
  • Ukoliko primate isplate putem bankovnog transfera, vršićemo ih u dnevnim, nedeljnim ili mesečnim ratama.

General information

  • If your property is already active on Payments by, you will automatically receive any new functionality being made available in your market along with the associated benefits. 

    If your property is not active on Payments by but eligible, you can receive the currently available functionality and its benefits simply by signing up. 

    Additionally, since Payments by might offer some additional functionality (dependent on availability in your market) that what you have experienced, we recommend familiarising yourself with these features as described in the various sections and actively exploring the best possible settings for you - especially with respect to your policies setup and your payout settings.

  • To find out if you’re eligible, click here.

  • We can facilitate guest payments for you in a way that suits your property’s needs. We can pay you either by virtual credit card (VCC) or via bank transfer. 

    To know which option is available for your property, go to the extranet and then to the Finance menu > Payments by

    In the past, international travellers may have been unable to book a stay at your property because their preferred payment options weren’t available. 

    Depending on the country you’re operating in, we now support the following payment solutions so more guests can book with you:

    Credit, debit and prepaid cards:

    • Visa
    • Mastercard
    • American Express
    • China UnionPay
    • JCB
    • Diners Club International
    • Discover
    • Carte Bancaire

    Global payment methods:

    • PayPal
    • Apple Pay
    • Google Pay

    Local payment methods:

    • Alipay
    • WeChat Pay
    • iDeal
    • SOFORT
    • Bancontact
    • Blik
    • Venmo

    To learn more about our payment solutions and how to join them, take a look at this article.

  • If a guest has paid online, then the subject line of the guest’s booking confirmation email will include the words ‘Paid online’You can also check payment statuses on the Reservations page of the extranet by looking at the Status column.

  • Yes. Guests may have the option to pay online:

    • By choosing to pay online (‘Pay now’ button) in the post-booking area (only available in some markets)
    • By choosing to pay online (‘Pay now’ button), available for guests who’ve had their credit card marked as invalid. This option is part of the invalid credit card process and will appear alongside the option to update their credit card details.

    You’ll be informed that your guests have paid online in the following ways:

    1. You’ll receive an email when your guests have paid, letting you know that a modification has been made and that we’ve collected the payment.
    2. The reservation page in the extranet will be updated with a similar message to the above. As the reservation is paid, you won’t be able to cancel the reservation.
    3. The reservation details will be updated and will then appear as ‘Paid online’.
    4. Any mention of an invalid credit card will be removed from the reservation.
  • When a guest has paid online they will receive a confirmation of the payment via email.

  • Check in the extranet to see if there are any banners or notifications about a payout delay. If there is no indication of a delay, send us a message via your Inbox with the topic ‘Receiving my payouts’.

  • If your property is active on Payments by, and is located in the European Economic Area, Switzerland, United Kingdom, United States, Canada, Japan, South Korea, Australia or New Zealand, payment for all reservations where guests pay in advance is managed by us. To set up your payments service so that all your payments are managed by us online, you simply need to add prepayment to all your available policies. 

    You can do this by signing in to the extranet, clicking on the Property menu and then on Policies and editing your policies to include prepayment.

    Please note that in some rare cases – such as reservations that we receive through certain third-party channels – we are unable to charge guests and thus your property might receive reservations with guest credit card details instead.

  • If you’re having issues seeing the information required, contact your Connectivity provider and ask them about the following features:

    • Extra information about the reservation (res_extra_info): this feature allows your channel manager or PMS to indicate which reservation payments are facilitated by us.
    • Payments Clarity Package: this feature lets you see your virtual credit cards’ balances, activations and expiration dates in your channel manager or PMS.

    We charge guests based on your policies and guarantee that guests will make full payment before they arrive at your property. If the credit card information a guest provides is invalid – and they don’t update it or provide valid card information within 24 hours – we’ll automatically cancel the reservation. We won’t charge you a commission for that booking if this happens.

  • You can see which payment method we’ll use for each booking in the Price column on the Reservations page in the extranet. You can also see the details of the payment method in the Payment details area of the Reservation details page for each booking.

  • We include extra fees and charges in the amount we collect from guests when they pay online. The exception is for amounts broken down per person and which you’ve set to ‘excluded’ in the extranet. You’ll need to charge guests for these amounts yourself. You can see the breakdown of charges for each booking on the Reservation details page in the extranet.

  • You can either decide to manage the damage deposits yourself or let us facilitate the damage payment process on your behalf at no additional cost. Learn more about setting up damage policy options in this article.

  • You need to provide your guests with an invoice when they check out. This is because the reservation agreement is a direct transaction between you and your guest, not a transaction with You can provide the invoice on paper, by email or both.

    Here’s some other important information about invoices:

    • We hold no responsibility for invoicing, and we don’t send invoices for any reservation to you or your guest.
    • Make sure you issue invoices in your guest’s name, or another name you’ve agreed with them.
    • For payouts you receive by VCC, the cardholder name will always be ‘ (Agent)’.
    • When we charge a guest, there may be tax implications for you. To find out more about local taxes, take a look at this article.
    • You can export your invoices to use for tax declarations or other record-keeping purposes.

    For more information about invoices, take a look at this article.

  • When a guest uses a Booking Sponsored Benefit, we will cover a portion of the price so that the guest pays less. However, you should still provide them with an invoice for the full price. If a guest requires the documentation for tax or reimbursement purposes, then they should submit the receipt from you and the booking confirmation from us, which indicates the discount.

  • If you decide to refund a guest and we haven’t paid you for the reservation, we simply won’t transfer the payout to you. Instead of paying you, we’ll refund the guest on your behalf.

    If we’ve already paid you for the booking by bank transfer, we’ll deduct the amount we refund the guest from your next payout via bank transfer. If you’re not due to receive a payout at that time, you’ll need to pay us the amount we refunded to the guest. We’ll send you a debit note to let you know about this.

    If we’ve already paid you for the booking using a virtual credit card – and you’ve already charged the VCC – you’ll need to refund it. To find out more about refunding VCCs, take a look at this article. If you haven’t charged the VCC yet, you don’t need to do anything.

  • Yes, all properties using Payments by can be booked with Wallet Credits. If your property doesn’t use Payments by, you’ll need to opt in to be able to be booked with Wallet Credits.

Getting paid by virtual credit card (VCC)

  • A virtual credit card (VCC) is a temporary digital Mastercard linked to an existing credit card. It functions like a regular credit card and helps guests make secure online payments.

    Here’s what you need to know about charging VCCs:

    • For every relevant booking you receive, we’ll send you a new VCC.
    • As long as each VCC remains active, you can charge it as many times as you like until the balance reaches zero.
    • Each VCC has an activation date that's determined by whether the booking is refundable or not.

    You can find more information about VCCs here.

  • Here’s how to charge a VCC for a reservation that the guest paid for online:

    • Sign in to the extranet and click on the Reservations menu
    • Click on the guest’s name or reservation number to view the Reservation details page
    • Click on View credit card details
    • Enter the VCC details using your Point of Sale (POS) machine
    • Charge the available amount displayed

    For a more detailed explanation of how to charge VCCs, watch this tutorial video. If you use a channel manager or property management system (PMS), learn more about charging VCCs in this article.

  • If something goes wrong when you try to charge a virtual credit card (VCC), you’ll be able to see the reason on the Reservations details page approximately 30 minutes later. You can find some of the most common issues with charging VCCs in this article.

  • If you receive a cancellation, no-show or modification and you’re owed money, we’ll send you an email with updated virtual credit card (VCC) details.

  • If you’ve already charged a virtual credit card (VCC), there are two situations when you may need to refund it:

    • You or your guest cancel or modify a booking or the guest doesn’t show up, and you agree to waive any fees that would apply.
    • A reservation is cancelled due to Force Majeure – in these cases, guests shouldn’t be charged for stays they can’t make and we waive commission on the affected reservations.

    In both cases, we’ll refund the guest, and you’ll need to refund the same VCC you originally charged. To learn more about how to do this, take a look at this article.

  • When a guest makes a booking and pays for it online, we’ll send you a virtual credit card (VCC) along with the booking details. This card gives you access to the exact amount for that booking, and you can charge the virtual card as you would any credit card. Just make sure you do this after it's activated.

  • If you meet the following criteria, you can charge VCCs as soon as the reservation becomes non-refundable: 

    • You’ve paid your invoices on time for the last 12 months, according to the payment due dates
    • You’ve been working with us for at least six months and have validated guest stays and reviews

    We'll notify you via email if you qualify to charge your virtual credit cards before check-in. We’ll review whether or not you meet these criteria every four months and will email you if anything changes. If you don’t meet the criteria during our periodic review, then you can charge the VCCs one day after check-in, or at check-in for US properties.

  • We’ll send you an email once a VCC is activated. You’ll have 365 days after the check-out date to charge the VCC – after that, the funds will belong to us as they’ll be considered financial breakage (revenue from services that are paid for but not used).

    We’ll email you a weekly summary showing VCCs from checkouts in the last week with open balances. This is not a cumulative report with all uncharged VCCs, it's only about the previous week. You’ll be able to see the transaction details in the extranet for 547 days (18 months) after the check-out date.

  • If you’re asked to enter a zip code or postcode when charging a virtual credit card (VCC), you can use the guest’s or your own zip code/postcode.

  • Your payment service provider will generally charge a fee of between 2% and 3% for facilitating each transaction. The exact amount you’re charged may depend on local laws and any additional fees your bank may charge. For more information, contact your payment service provider.

  • Exchange rates don’t affect your payments if you've set the price of your rooms in the same currency you use to charge virtual credit cards (VCC).

    If you receive a VCC in one currency but charge it in a different one, Mastercard will convert the amount using its own exchange rate. You can find out what this is on the Mastercard website.

  • You’ll pay commission for these bookings the same way as other bookings. Each payment you receive by virtual credit card (VCC) will be for the total gross amount of the booking. When we email you the VCC details, we’ll include a breakdown of the amount you’ve been paid. We’ll also invoice you separately for your commission fees.

  • If you are eligible to switch your payout method you can switch from Virtual Credit Card to Bank Transfer by doing the following:

    1. Sign in to the extranet.
    2. Click on the Finance menu and then Finance Settings.
    3. Click on Payout Method and edit payout method, then follow the steps to proceed with the switch.

    We currently only offer a switch from virtual credit card to bank transfer. We’re still working on introducing the switch from bank transfer to virtual credit card. If the option is not available in the extranet, you cannot switch payout methods.  

    When you request a payout method switch, this will be processed in 5 days. New reservations in that period will already be moved to bank transfer, you will be informed via the extranet if the switch fails.

Getting paid by bank transfer

  • Find out if you are eligible here.

  • This depends on the payment schedule you've set up and your bank. It can take a few days before the payment will arrive in your account.

    1. If you’re set up for monthly payments, we’ll process payments no later than the 15th day of the month after the guest checks out.
    2. If you’re set up for weekly payments, we’ll process payments every Thursday for reservations where the guest checked out during the previous week, which runs from Thursday until Wednesday. If the Thursday when we'd usually process your payment is a public holiday, we’ll process it on the next working day. 
    3. If you’re set up for daily payments, we’ll process payments one day after the check out date. During the weekends or bank holidays we don’t process payments. Please note that the possibility to have daily payments is at the moment limited to a selected number of countries, but we are working towards expanding this feature to more countries.

    To check or change your payment schedule, sign in to the extranet, click on the Finance menu and select either Getting paid or Finance settings (depending on your settings) and then either Edit payout schedule or Payout timing to select the payout schedule.

  • Here’s how to download your commission invoices:

    1. Sign in to the extranet
    2. Go to the Finance menu and then click on Invoices
    3. Choose the year you want to filter by
    4. Click on ‘Download pdf’ beneath the number of the invoice you want to download

    To see the reservations included in each invoice, click on View statement beneath the invoice amount.

    Each month, we’ll also email you payout documents with details of reservations that guests paid for online plus any refunds. To download these payout documents:

    1. Sign in to the extranet
    2. Go to the Finance menu and then click on Payout information
    3. Click on the arrow next to the period you’re interested in to see a list of reservations
    4. Click on PDF or CSV to download the payout document
  • Depending on the country you’re located in and the payment model you’re using, we’ll pay you either a gross or net amount.

    If you receive a gross payout, we’ll pay you the total amount of your reservations. We’ll then invoice you for commission normally. Your commission invoice will include all bookings from the previous period, including any bookings that weren’t paid for online.

    If you receive a net payout, we’ll pay you the total amount of your reservations minus the total amount of all your invoices. You won’t have to pay commission separately.

  • Here’s how to change the bank details we use to pay you:

    1. Sign in to the extranet.
    2. Go to the Finance menu and then click on Bank details or Finance settings. 
    3. Under Receiving payouts from, click on Add bank details or Edit bank details.
    4. Enter your new bank details.
    5. Click on ‘Update bank details’.

    Keep in mind that it can take up to five working days for your bank details to be fully updated in our system. If you update your bank details again while they are being updated (up to five days), the amount of time to update them in our system resets back to five days. 

    Once the bank details are updated and confirmed, the next payout will be sent to your bank account according to your selected payout timing (daily, weekly or monthly). To learn more about updating your bank details, watch this tutorial video.

  • To list a property on Payments by with a foreign bank account, you must not accept credit card payments and have your property listed in a country that belongs to the Single Euro Payments Area (SEPA). For countries outside of SEPA, the bank account must be located within the same country as the property is listed.

  • Exchange rates don’t affect your payments if you set the price of your rooms in the same currency as we make your bank transfer payment. If the currency you set your rooms in isn’t the same as the currency we make your bank transfer payment in, we’ll convert the amount using Bloomberg’s exchange rate the day before we send your remittance advice.

    If we make your bank transfer payment in a different currency from the currency of your bank account, your bank will convert the amount using their own exchange rate. To find out what this is, contact your bank directly.

    To find out which currency we’ll make your bank transfer payment in, check the payout document we email you each month. To download these payout documents, please do the following:

    1. Sign in to the extranet
    2. Click on the Finance menu and then click on Payout information
    3. Click on the arrow next to the period you’re interested in to see a list of reservations
    4. Click on PDF or CSV to download the payout document
  • The total amount shown on your invoice only includes amounts we charge commission on, such as room rates. The total reservation amount shown on your remittance advice is the total amount we’ve collected from guests on your behalf. This includes room or unit rates plus any additional fees – unless these have been broken down per person and you’ve set them as excluded in the extranet. We don’t charge you a commission on these excluded fees.

  • If the amount of your commission invoice is higher than the amount we pay you by bank transfer, we’ll collect the difference from your bank account. We need you to set up a Direct Debit to allow us to do this unless Direct Debits aren’t available in your country.
    To find out more about paying your commission invoice by Direct Debit, take a look at this article.

  • Depending on your property’s location and settings, we only offer a switch from Virtual credit card to Bank transfer at this point (see VCC section), we are still working on introducing the switch from Bank transfer to Virtual credit card and we will inform you when this becomes available in your market.

Stripe-facilitated bank transfers

  • Stripe is a payment service provider for businesses that allows for secure and efficient payment processing. It’s currently available for some partners in the US and Canada. You can get more information in our payments FAQ for property management companies in the US and Canada.

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