Charge stored payment methods for amounts owing in Venue Manager (BETA) – Help Center

Charging stored payment methods is currently in Beta and only available to Beta customers. Once testing is complete, this feature will be available to all venues using ROLLER Payments.

When it's difficult to settle a guest's outstanding balance, you can charge a guest's stored payment method as an alternative to collecting owed amounts. Stored payment methods streamlines accounts receivables, reduces lost revenue and minimizes time spent on collecting owed amounts.

This guide shows you how to charge stored payment methods from Venue Manager.

This feature is available for all venues using ROLLER Payments, regardless of plan.

When to use

Here are examples of when to use this feature:

Settling bills after parties or events.
Managing extra purchases like food or goodies during an event.
Charging for agreed-upon add-ons or extras that weren't initially billed.

What you can do

When charging a stored payment method, the payment method charged is a credit card used in a previous payment for the booking, such as for a party deposit.
You can charge stored payment methods for previous payments sold through the progressive checkout, payment links and invoices. You can't use stored payment methods to charge for any owed amounts if the previous payment was made through POS or the legacy checkout as payment methods can't be stored using these sales channels.
Currently, you can only charge previous payment methods from Venue Manager.
You can only charge the amount owed for a booking, not exceeding the total booking amount. For example, if the total is $100 and the guest paid a $25 deposit, you can charge a maximum of $75.

The permission required to charge stored payment methods from Venue Manager is Can charge stored payment methods. Administrators and managers have this permission enabled by default. You can enable this permission for other staff by creating a custom role (Pro plan & above).

Important points

Use stored payment methods as a last resort after other collection efforts have been unsuccessful.
Not all payment methods support charging stored payment methods (ie Maestro, Interac).
Include your payment terms policy in the venue or product-specific terms and conditions, which guests agree to prior to purchasing items in the online checkout.
To charge a stored payment method, the booking must have a booking holder.
Keep in mind that you are liable for chargebacks for transactions that are not initiated by the cardholder. Learn more about chargebacks

Charge stored payment methods in Venue Manager

Search for and select the booking in Venue Manager.
Go to the Payments tab.
For the payment row with an amount owing, select the options menu (3 dots), then select Charge stored payment method.
The total due amount is pre-filled. You can add a custom amount so long as it’s less than the total amount owing.
Add a note explaining the reason for charging by a stored payment method in the comments box. This note is important for auditing and reporting purposes and appears in the Detailed Transactions report (see below).
Select Take payment.
Confirm your understanding of chargeback implications by checking the box, then select Yes, charge guest. The payment is processed.
If payment is successful, a record of the payment appears in the booking's activity stream, including details of the staff member who processed it, the payment method, amount and transaction reference.
If payment is unsuccessful, the failed transaction will be logged in the booking's activity stream directly after the payment attempt, ensuring you are kept informed of any issues.

Send the guest a receipt

Your guests will not automatically be notified of the charge. However, after a successful charge, you can send a payment receipt email to the guest from the booking activity stream.

Refer to the guide Send receipts to guests from Venue Manager to learn more about sending receipts.

Report on charges by stored payment methods

You can use the Detailed Transactions report to review and audit all charges processed by stored payment methods.

From Venue Manager, go to Reports > All reports.
Search for and select the report Detailed Transactions.

In this report:

The channel for charges by stored payment methods shows as Venue Manager.
Right-click the report table, then select Notes from the menu to report on any comments added when charging by stored payment methods.
Notes that were added by staff when charging a stored payment method are prepended by "Stored Payment Method".

FAQs

Can I charge stored payment methods using card details for initial payments made through all sales channels?

Only card payments made through the progressive checkout, payment links and invoices can be stored and available for charging stored payment methods. Initial payments via POS and legacy checkouts can't be stored so can't be used to charge for owed amounts.

Can I use the stored payment method feature for all payment methods?

Not all payment methods support this feature. For example, methods like Maestro and Interac aren't compatible. If you try to charge a stored payment method for a payment method that doesn’t support charges via stored payment methods, you’ll see an error message explaining this.

Can I charge any amount using the stored payment method?

You can only charge up to the amount owed for a booking, not exceeding the total booking amount.

How do I handle refunds for payments charged using stored payment methods?

Refunds are processed as usual. Go to the booking in question in Venue Manager, and select the Refund option. Learn more

Will I be notified of any failed attempts to charge using the stored payment method feature?

Yes, any failed transactions will be logged in the booking's activity stream directly after the payment attempt, ensuring you are kept informed of any issues.

Will guests receive a notification when their stored payment method is charged?

Guests are not automatically notified of the charge. However, after a successful charge, you can send a payment receipt email to the guest.

If a guest used multiple cards to make payments, which card will be prioritized or will I have a choice?

You can choose between the cards used. Typically, the payment method used for the original deposit would be the default choice, but you have the flexibility to select a different card if desired.

If a charge on the stored payment method fails (due to insufficient funds or any other reason), what are the next steps?

If a charge fails, the failure will be logged in the booking's activity stream. You should then get in contact with the guest to arrange an alternative payment method. It's also advisable to flag the guest's account for future reference, especially if they make subsequent bookings.

How secure is the stored payment method? Are credit card details encrypted and securely stored to protect against data breaches?

The payment details are securely tokenized and stored with Adyen. Adyen fully complies to PCI DSS standards.