This is a list of the most frequently asked ROLLER Payments questions we receive from clients like you.
This article will show FAQs for venues using ROLLER Payments to process transactions online and in-store. For help with other payment providers visit Payment terminals.
In this article:
Getting started
Account Setup
- How do I get set up with ROLLER Payments for online and instore payments?
- How long will the process take to setup my ROLLER Payment account?
- How do I check that my account is setup properly?
Card Terminals
Fees & Charges
- What are the fees for online and instore payments?
- When do I pay the fees for online and instore payments?
Account setup
How do I get set up with ROLLER Payments for online and instore payments?
Submit a request to payments@rollerdigital.com and our sales team will get back to you.
After submitting a request, you will be required to complete additional steps including Identity verification process for the ultimate beneficial owner (UBO) of the business that will be transacting.
How long will the process take to setup my ROLLER Payment account?
The process will take between 2 to 10 days. Clients typically experience delay completing the Identity verification process.
How do I check that my account is setup properly?
After the account setup is complete, you can run a test transaction online via the online checkout or in Venue Manager or a card payment In POS. A test transaction will confirm the setup was successful.
Card terminals
How do I setup the card terminals?
To configure your card terminals, see POS payment terminal installation.
Which card terminals will be available with ROLLER Payments?
Most popular terminals are P400 and V400 range.
For more information on each terminal visit the ROLLER Payments Terminal Ordering page.
Fees & charges
What are the fees for online and instore payments?
The processing fees will be provided to you during contracting.
When do I pay the fees for online and instore payments?
Gross funds are deposited into your account based on your payout schedule. The processing fees are calculated and invoiced monthly in arrears.
Transacting
Online payments
- Why are there extra RP checkboxes in the online checkout relating to Roller payment terms and conditions?
- How do I setup payment methods for the online checkout?
- What do guests see on their credit card statements for online payments?
Card present payments
Online payments
Why are there extra RP checkboxes in the online checkout relating to Roller payment terms and conditions?
This is a requirement of our acquiring partners Adyen.
How do I setup payment methods for the online checkout?
To configure your online payment methods, visit Configuring online payment methods.
What do guests see on their credit card statements for online payments?
For payments made using ROLLER Payments on the online checkout, invoice widget, Self Serve Kiosk, or through payment terminal in store, the cardholder will see {VENUENAME} - via rllr.co on their bank statement.
For payments made using the online checkout or invoice widget: the booking holder will also receive a confirmation email which will contain information about the transaction.
Card present payments
Can my guests use Apple Pay or Google Pay on card terminals instore?
Yes. These payment methods are pre-configured on your card terminals.
Reconciliation & Reporting
Reporting
- How do I access ROLLER Payments reports?
- The authorized transactions in ROLLER Pay Transactions report do not match or reconcile with total funds received (card) in the Detailed Transactions report. Why is that?
- Where can I see the fees and interchange charges that are payable?
- What is the deposit level and why do I need to maintain a deposit in my ROLLER Payment account?
- Where do I find information on the payment methods guests are using?
- How do I filter, group and export report data?
- Can I view reports on my mobile device?
Payouts
- When do I receive funds to my bank account and what will the amount be?
- How much money is being held in my ROLLER Payments account and when will they be paid out?
- What are payout adjustments in the Transactions report?
- How do I see the fees I have paid for a particular date range?
- What time period are the payouts for?
- I have received transactions from guests, but the funds have not been deposited into my account, why is that?
- What report do I use to reconcile the transactions made by my guests with deposits I receive in my bank account?
Reporting
How do I access ROLLER Payments reports?
To view the ROLLER Payments reports in your ROLLER account, log in to Venue Manager and click on Reports in the menu options and scroll down to . Access to reports requires Can access reports role permission.
The authorized transactions in ROLLER Pay Transactions report do not match or reconcile with total funds received (card) in the Detailed Transactions report. Why is that?
Authorized transactions will reconcile with total funds received in Detailed transactions report if you only filter for “payments” & "other" and exclude refunds.
Where can I see the fees and interchange charges that are payable?
The fees and charges will be displayed in your monthly invoice.
What is the reserve level and why do I need to maintain a Reserve in my ROLLER Payment account?
The reserve is essentially protection if a venue cannot 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, Fines, paid but not yet fully delivered Merchant Products and Services and other potential financial obligations of your business towards ROLLER, Acquirers and Scheme Owners. When you start to trade 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. For further detail on the reserve level, please refer to your ROLLER Payments contract.
Where do I find information on the payment methods guests are using?
In the ROLLER Payments Transactions report, the transactions can be filtered by payment type.
How do I filter, group and export report data?
Visit Using the reporting grid for tips on how to use date selector, filtering and grouping in reports, saving views, exporting report data and more.
Can I view reports on my mobile device?
No, ROLLER reports are optimised for desktop view with the exception of the Daily Balance report which can be configured to be sent via email.
Payouts
When do I receive funds to my bank account and what will the amount be?
After funds are settled, they are then available to be Paid out to your nominated bank account. Visit the ROLLER Pay Daily Balance report to see funds that are settled and are going to be paid out to you. For information on your individual payout schedule refer to the settlement schedule in your ROLLER Payments contract.
How much money is being held in my ROLLER Payments account and when will they be paid out?
Refer to the ROLLER Pay Daily Balance report to see the Balance of funds held in your ROLLER Payments account. Funds are paid out in accordance with your contract. This can be Daily, Tuesday and Fridays or Weekly.
What are payout adjustments in the Transactions report?
Adjustments are the amounts that are manually credited to, or deducted from your ROLLER Payments account to resolve any billing discrepancies, such as your deposit level.
How do I see the fees I have paid for a particular date range?
Refer to the ROLLER Pay Daily Summary report. The fees are also detailed in your monthly invoice.
What time period are the payouts for?
The payout schedule is agreed in the order form. Typically, this this can be Daily, Tuesday and Fridays or Weekly at midnight, which 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 for under the "Deposit and Settlement" heading.
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 in the Daily Balance report.
To view the specific transactions in each payout, use the ROLLER Pay 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.
General
- Who is the processing partner for ROLLER Payments?
- Can I reprint or email a booking receipt for a guest?
- Where do I get help with ROLLER Payments ecommerce or instore payments?
- How do I refund a guest back to their original card?
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 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 in the POS.
Where do I get help with ROLLER Payments ecommerce or instore payments?
Visit Configuring online payment methods for help setting up your ecommerce payment methods and see POS payment terminal installation for help setting up instore payments.
How do I refund a guest back to their original card?
Refunds can be done directly through Refunding a booking from the Venue Manager or refunding via the ROLLER POS.