Get started with ROLLER Payments

ROLLER Payments is a payment solution designed for leisure and attractions venues. With unified online and in-venue payments, it offers robust fraud protection, supports various payment methods, and provides easy reconciliation and refunds, streamlining payments to accelerate your business growth.

Here, you'll find an overview of how to get started with ROLLER Payments and the most frequently asked questions. 

Account setup

If you're new to ROLLER, next steps will be communicated to you in relation to your ROLLER Payments application. As part of your application, you'll be required to complete the know your customer identity verification process for all business owners.

This process to set up a ROLLER Payments account can take between 2 to 10 days. Delays can occur when completing the know your customer identity verification process (KYC).

After the account setup is complete, you can run a test card transaction via the online checkout, Venue Manager or POS, then refund that transaction. A test transaction will confirm the setup was successful.

ROLLER Payments card terminals

The most popular terminals are P400 and V400 range. For more information on each terminal, visit the ROLLER payments terminal ordering page.

To learn how to set up these terminals, take a look at:

• Set up P400 Plus card terminals
• Set up v400m card terminals

To configure ROLLER Payment card terminals, see ROLLER Payments card terminal setup.

Processing and network fees

You'll receive details about processing fees when you sign the contract.

Your account gets deposits of gross funds following your payout schedule. Processing fees are calculated monthly and billed afterward. They're shown on your monthly invoice.

The ROLLER Payments Daily Summary report displays network fees, which include scheme and interchange fees charged by acquirers on settled funds.

Payment methods

• Set up online payment methods
  Visit Add online payment methods with ROLLER Payments for guidance.
• Configure in-venue payments
  Check out ROLLER Payments card terminal setup for assistance.
• Guest bank statement descriptor
  Transactions via online checkout, invoices, Self Serve Kiosk, Venue Manager, or in-venue payment terminal will display as "{VENUENAME} - via rllr.co" on guests' bank statements.
• Order confirmation emails
  Guests receive these emails for transactions made via the online checkout or invoice widget, containing transaction details.
• Pre-configured card present methods
  In-venue transactions typically have preset payment methods on card terminals.
• Reports for payment methods
  Find detailed information about guests' payment methods in specific reports.
  
  
  • Use the ROLLER Payments performance dashboard. The Channels panel shows a breakdown of transactions by the channel through which they were processed (eg online, POS, Venue Manager)
  • ROLLER Payments Transactions report. In this report, transactions can be filtered by payment type. 

Reporting and reconciliation

With ROLLER Payments, you get access to additional reports to help you track and reconcile transactions and payouts. Access to these reports requires the Can access Transactions reports permission.

To view these reports, from Venue Manager, go to Reports. Scroll down to Transactions.

Refer to the following guides to learn more:

• ROLLER Payments performance dashboard
• ROLLER Payments reports overview
• ROLLER Payments transactions grid

Reserve levels

The reserve is protection if a venue can't fulfil its obligations to its guests or needs to issue refunds after funds have been paid out.

The reserve is to cover for potential refunds, chargebacks and fines, paid but not yet fully delivered products and services, and other potential financial obligations of your business towards ROLLER, acquirers and scheme owners.

When you start to process funds using ROLLER Payments, ROLLER will retain funds up to the applicable variable reserve level from the settled funds that are ready to be paid out to your nominated bank account.

Learn more about reserve levels

Payouts

To track payout status and amounts owing from your ROLLER Payments account, use these reports:

• ROLLER Payments performance dashboard. Provides a visual overview of total processed funds, pending settlements, and recent payout initiation dates.
• ROLLER Payments Payout Export. Summarizes daily net processed funds, shows dates of payout initiation for these funds, and outlines the total payouts and outstanding amounts.

FAQs

What are payout adjustments in the ROLLER Payments Payout Export?

Adjustments are the amounts that are manually credited to, or deducted from your ROLLER Payments account, to resolve any billing discrepancies, such as your reserve. If no adjustments were made for the date range, this field is not included in the report.

How do I see the network fees I have paid for a particular date range?

Refer to the ROLLER Payments Daily Summary report. These fees, together with processing fees, are also detailed in your monthly invoice.

What time period are the payouts for?

The payout schedule is confirmed with you when signing up to ROLLER. Typically, this this can be daily, Tuesday and Fridays, or Weekly at midnight. (Weekly at midnight means any transactions that are settled between Monday and Sunday midnight will be paid out.)

I have received transactions from guests, but the funds have not been deposited into my account. Why is that?

You may not have received a payout to your account depending on a number of factors such as what your payout schedule is (Daily, Tuesday and Fridays, or Weekly) and also whether you have reached the deposit threshold. Information regarding your payments deposited into your accounts can be found in your order form under the Deposit and Settlement heading.

Refer to the following reports in ROLLER to monitor and reconcile deposits into your bank account:

• Use the ROLLER Payments performance dashboard
• ROLLER Payments reports overview

Depending on your bank, it can take 0 to 2 days for initiated payouts to be deposited into your account. 

What report do I use to reconcile the transactions made by my guests with deposits I receive in my bank account?

You can see a summary view of funds paid out (initiated) in the ROLLER Payments performance dashboard report and a more detailed breakdown in the ROLLER Payments Payout Export.

To view the specific transactions in each payout, use the ROLLER Payments Transactions report and filter the data by Paid Out status. This will show the settled transactions which are included in the batch of payments that have been sent to your bank account.

Who is the processing partner for ROLLER Payments?

ROLLER has partnered with Adyen to provide acquiring, gateway and risk functions.

Can I reprint or email a booking receipt for a guest?

Yes. In Venue Manager, you can find and open a booking, then select to resend the confirmation email (which contains the receipt) to the booking holder or another email address. In POS, you can enable a setting allowing receipts to be reprinted from POS.

The authorized transactions in the ROLLER Payments Transactions report do not match or reconcile with total funds received (card) in the Detailed Transactions report. Why is that?

Authorized transactions in the ROLLER Payments Transactions report reconcile with total funds received in the Detailed transactions report if you only filter for "payments" and "other" and exclude refunds.

How do I refund a guest back to their original card?

Refunds can be done directly through refunding a booking from Venue Manager or refunding via ROLLER POS.