Vacation Rental Software and Marketing PURPOSE: This document will provide detailed instructions on performing the Setup and Configuration and use of the integrated SDC Credit Card Module Scope: Technical Support Request Online Credit Card Module Verify Credit Card Module Setup Receive Payment o Decline Messages Reverse Payment / Void Payment Refunding a Credit Card Settle Batch o Failed Batch Messages
! Technical Support Support can be contacted in the following ways: BY PHONE: 800.372.2742 x. 3 Due to heavy volumes you may sometimes end up with the Voicemail Service. Please leave a message. If you do not leave a message we have no way of contacting you. When leaving a message include the following information: Your name Your company name Your phone number As much detail as possible regarding the issue (Res numbers, error messages, etc) o Please note leaving a message to please call (and no other details) will be cased as a low priority. BY EMAIL: support@escapia.com When sending an email to support please include the following information: Your name Your company name Your phone number As much detail as possible regarding the issue (Res numbers, error messages, etc) o Please note requesting a call back (and no other details) will be cased as a low priority. SEVERITY LEVEL Level 1 Level 2 Level 3 Level 4 SEVERITY NAME URGENT BLOCKING CUSTOMER High Medium Low SEVERITY DESCRIPTION Error has occurred that has made the customer's system or website totally inoperable and/or inaccessable, critically effecting their business operations and productivity, with no work around. Functionality or user ability in the system or website has been severly limited or degraded the customer's business operations and user productivity with no work around Functionality or user ability in the system or website has been slightly limited or degraded and the customer's business operations and user productivity can substantially continue, or a work work around can be established Error or Question that has no material effect on the customer's use of the system or one of its components SYSTEM OPERABILITY None - Blocking Severly Limited Slightly Limited No Blocking PRIORITY LEVEL Level 1 PRIORITY NAME URGENT BLOCKING CUSTOMER PRIORITY RESPONSE TIME PRIORITY FOLLOW UP 2 HOUR Daily Updates Level 2 High 4 HOUR Daily Updates Level 3 Medium 24 HOUR 48 Updates Level 4 Low 48 HOUR Updates available in Customer Portal
1 Request Online Credit Card Module Before the Module is turned on in VRS a request must be made. To request this feature added to your VRS setup send an email to: Support@escapia.com In the subject line, enter your company name Requesting SDC Credit Card Processing. Support will then create a case and assigned it to the Implementation team. They will contact you and provide you with the following documentation: SDC Hosted Merchant Network GateWay Service Payment Authorization and Agreement MVP Form (Merchant validation process) THESE FORMS MUST BE COMPLETED PRIOR TO TURNING ON THE MODULE
2 Verify Credit Card Module Setup - MERCHANT ACCOUNTING > SETUP > CREDIT CARDS > MERCHANTS Once the forms have been completely processed, the feature will be turned on in your VRS setup and ready for you to test and use. You will receive an email from support stating a new MERCHANT ACCOUNT and TERMINAL have been created. Prior to testing the feature you must first verify the setups To verify the MERCHANT SETUP: ACCOUNTING SETUP CREDIT CARD Click on the Merchant Account that was noted in your email from support o Or the Merchant NOT named DEFAULT MERCHANT MERCHANT ACCOUNT NAME: In the email you receive from support the Merchant Account name will be an abbreviation of your company name in ProperCase o Example Escapia Vacation Rental Software would be EscapiaVRS MERCHANT ACCOUNT CODE: this is a four digit number assigned by SDC PRCOESSING METHOD: should say SOUTHERN DATACOMM All other fields should mirror your current Manual Credit Card Setup.
2 Verify Credit Card Module Setup - TERMINAL ACCOUNTING > SETUP > CREDIT CARDS > TERMINALS ACCOUNTING SETUP CREDIT CARD Click on the Terminal that was noted in your email from support o Or the Terminal NOT named TERM1 or TERMINAL 1 TERMINAL NAME: In the email you receive from support the Terminal name will be an abbreviation of your company name in ALLCAPS o Example: Escapia Vacation Rental Software would be VRS TERMINAL CODE: the same as the Terminal Name MERCHANT ACCOUNTS: The SDC terminal should be selected
3 Receive Payment OPEN RESERVATION > FOLIO TAB > PAYMENT BUTTON > SDC TERMINAL When receiving a payment using the SDC Online Credit Card Module Payments must be received from a Folio. Currently the system does not support receiving a payment not related to a folio (ex: owner payment). This is a known issue and is being reviewed by the Development Team. Open any Reservation Click on the FOLIO tab Click on the PAYMENT button PAYMENT METHOD: select Credit Card PAYMENT AMOUNT: enter the amount TERMINAL: select the SDC Terminal REASON FOR PAYMENT: this MUST be set to ADVANCED DEPOSIT Complete all other fields as needed Click the SAVE button to process the payment o DO NOT DOUBLE CLICK THE SAVE BUTTON this will process the payment 2x
4 Receive Payment - Decline Messages If the payment is successful you will receive a Success Message Screen which will indicate the Auth number and allow you to print a receipt. If a payment is Declined you will receive an Internet explorer Alert message stating: PAYMENT NOT AUTHORIZED Underneath the alert there are four lines of response codes. MAKE NOTE OF ALL FOUR LINES. If you receive a decline message and do not understand the message you can email support with the information and we will attempt to assist you. PLEASE PROVIDE ALL FIVE LINES OF THE MESSAGE Some Example Messages: INVALID CARD Card information entered in does not match what is on file. Verify the card number, expiration date and address information entered and attempt to reprocess. If you receive the decline message again request a new card from guest. DECLINED Account balance cannot support the amount requested. Retry card. If you receive same decline message inform the guest and request a new card or other form of payment. CALL VOICE CENTER Card has been flagged as requiring verbal authorization. Follow your business procedure for obtaining Voice Authorization (contacting your merchant services vendor for authorization). Once authorization is given process a Payment in VRS using TERMINAL1 and process a payment at SDC using PBADMIN.
5 Reverse Payment & Void Payment ACCOUNTING > ACCOUNTS RECEIVABLE > PAYMENTS The VOID and REVERSE buttons will remain active in a Payment up until the batch has been settled. Once a batch has been settled (usually at the end of the day), Reversing or Voiding a Credit Card Payment become deactivated. At this point if funds need to be credited back to a credit card you must first perform a Credit on the folio and then a credit card refund from the folio.
6 Refunding a Credit Card OPEN RESERVATION > FOLIO TAB > CREDIT BUTTON & OPEN RESERVATION > FOLIO TAB > REFUND BUTTON When performing a refund you must first remember WHERE IS THE MONEY COMING FROM? In other words, for every debit there is an offsetting credit. If the funds are to be paid by the guest as part of their payments received but not used, verify that you have a credit balance in the folio. If the funds are to be paid by the business, then perform a credit GL transaction to the folio to create the credit balance. To perform the Refund: Open any Reservation Click on the FOLIO tab Click the REFUND button REFUND METHOD: select CREDIT CARD Select a Card TERMINAL: select the SDC terminal PAY NOW: verify the check box is checked Place a check mark in the Folio check box Enter notes as needed Click the GENERATE REFUND button o At this point the system will transmit the refund details to SDC and on to your merchant services processor
7 Settle Batch ACCOUNTING > BANKING > CREDIT CARD SETTLEMENT Per your agreement with Southern DataComm You must settle the batch every night. In an effort to process transactions in a timely manner SDC requires transactions processed that day be Batched and Settled that evening. Whenever a payment is received in VRS using either the SDC terminal or the manual terminal a batch is automatically created for each Merchant. The Credit Card Settlement screen provides a Settlement Status column (Second column from the right side of the screen). There are three possible settlement statuses: 1) Settled batch is closed and batch processing complete. Gateway transactions have processed to your merchant bank. 2) Not Settled batch is open, addition transactions may be added to the batch (manual transactions may be removed). 3) Failed Gateway (Southern Datacomm) batches only. Failed batches are closed for further processing. If you receive this message you should contact Escapia Support for assistance. ß This part handles the resettlement procedures. These transactions have not processed at your merchant bank Settle Batch this is an end of day process which settles your credit card authorizations posted throughout the day. Although you may settle more than one batch per day, you should only have one daily batch open at a time. For gateway merchant accounts, you should be sure to settle today s transactions at the close of the workday. Although not required on manual batches, it is a good practice to compare manual batch totals to your terminal printout and close the batch in Escapia. To settle the batch for all transactions processed through the SDC terminal: Click on the ACCOUNTING tab Click on the BANKING menu Select the CREDIT CARD SETTLEMENT option In the search results locate the batch for the day you wish to settle o To verify the batch click on the line to see which transactions belong to the batch o Do not click on the JE# or the check box Once you have verified the batch place a check mark in the box at the left of the JE number Click on the ACTION button at the top of all the check boxes Select the SETTLE BATCH option
The batch will process and then eventually give you one of two messages. If the batch was successful you will receive a SUCCESS message The Bank Reconciliation program is used to compare your posted bank transactions to an outside source, you monthly bank statement. This is normally the last step in closing an accounting period and providing an audit to verify the integrity of your data. You should verify that the Credit card settlements match your Bank Statements. (See the Accounting Curriculum for Processing Month End Bank Reconciliation and Owner Statements.)
8 Settle Batch - Failed Batches If the batch was not successful you will receive an IE Alert message stating the reason for the failed batch. Most common reason for failed batches is discrepancy. Once the batch fails you will require Support s assistance to settle the batch. Send an email to support@escapia.com with the following information: IN THE SUBJECT LINE: company name failed batch IN THE BODY: Your name Your company name The batch total The batch number Support will then settle the batch for you.