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protel Air Processing Credit Card Payments

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protel Air | Processing CC Payments | User Guide

protel hotelsoftware / protel North America Inc. | protel Air | Processing CC Payments | 1.0 ( Revised December 2019) of 31

Table of Contents 1 Introduction ................................................................................................................................... 3

2 Available system settings for pre-authorization .............................................................................. 3

2.1 Automatically offer pre-authorization at check-in ......................................................................................... 3

2.2 Force pre-authorization at check-in ............................................................................................................... 4

2.3 Automatically top-up pre-authorization amount at end-of-day routine ....................................................... 4

2.4 When should a hotel use these settings? ....................................................................................................... 5

3 General requirements .................................................................................................................... 5

3.1 Open Cash Register and select EFT terminal .................................................................................................. 5

4 How to Authorize a Credit Card ...................................................................................................... 6

5 How to Manually Enter a Credit Card into a Reservation ............................................................... 14

6 How to Increase an (existing) Authorization Token ....................................................................... 16

7 How to Cancel an Authorization Token ......................................................................................... 19

8 How to Post Payment (Charge Credit Card) ................................................................................... 21

8.1 Taking a Payment from an Existing Authorization Token ............................................................................. 21

8.2 Taking a Payment on a New Card (no previous Authorization).................................................................... 24

8.3 Reversing a Credit Card Payment ................................................................................................................. 25

8.4 Partial Refund ............................................................................................................................................... 26

8.5 Cancelling a Transaction on the Payment Terminal ..................................................................................... 26

9 How to top-up authorizations during end of day routine .............................................................. 27

9.1 Automatically top-up authorizations during end of day routine .................................................................. 28

10 Credit card management dialog box ............................................................................................ 29

10.1 Add additional credit card manually............................................................................................................. 29

10.2 Delete credit card data from a reservation .................................................................................................. 30

10.3 Capture credit card data via Payment Terminal ........................................................................................... 30

11 About protel documents .............................................................................................................. 31



1 Introduction The purpose of this document is to show you how to process credit card payments in protel Air. To be able to execute the transactions mentioned in this user guide, you will need to connect your payment provider to protel Air and set up a terminal. This is a basic requirement for this documentation.

All personnel who are responsible for front office tasks should read and understand the contents of this document.

Should you have any questions with regard to these procedures, please contact them at: ([email protected]) or telephone (USA: 00-1-888-511-7879; Europe: +49-231-915-93-555).

2 Available system settings for pre-authorization The following section is primarily intended for system administrators and hotel operators with access to the protel Air System data (Xsetups). The Xsetups help you to adopt the cc payments handling to the hotel’s operating procedures.

Pre-authorization is a common process followed within many hotels at check-in. If you also require your guests to provide valid credit or debit cards on check-in, the following system settings can significantly simplify your daily work. When checking in a guest, protel Air can automatically suggest a pre-authorization in order to reserve the expected costs on the guest's credit card. The amount to be pre-authorized field is already pre-populated - this is the total amount to be expected (accommodation + fixed charges - deposits - other pre-authorizations).

The Pre-Authorization at check-in feature is optional. You may enable or disable this feature by using the following system settings (XSetups).

2.1 Automatically offer pre-authorization at check-in XSetup: enablePreAuthorizationPopUp Category: Reservation

Directory: Configuration - Client - Reservation

When this XSetup is activated, the Credit Card Authorization pop-up automatically opens when checking in a reservation where the payment method has been set to Credit Card and the forecast amount of the reservation is greater than zero.

If no pre-authorization is to be per-formed, the user can exit the window and proceed the check-in.

Menu entry in protel Air: System data > System > XSetup

When using this setting, we recommend setting the default payment method of the reservations to credit card (see p. 12) - unless a guest prefers to pay with a different payment method.

System data > System > XSetup: enablePreAuthorizationPopUp

mailto:[email protected]



2.2 Force pre-authorization at check-in You can use the following system setting to go one step further and make pre-authorization mandatory for reservations where the payment method has been set to Credit Card:

XSetup: forcePreAuthorization

Category: Reservation Directory: Configuration -

Client - Reservation

When this XSetup is activated, the guest can only be checked in if pre-authorization has been performed.

This XSetup can only be used in combination with the enablePreAuthorizationPopUp XSetup (see above).

If your hotel’s Standard Operating Procedures (SOP) require all guests to provide a valid credit or debit card on check- in, we recommend to use this setting.

When using this setting, we recommend setting the default payment method of the reservations to credit card (see p. 12) - unless a guest prefers to pay with a different payment method.

2.3 Automatically top-up pre-authorization amount at end-of-day routine If protel Air detects that the current forecast amount of a reservation exceeds the amount of the pre-authorization, a top-up can be done automatically during the end-of-day routine. A top-up transaction increments the original pre-authorization amount and requests authorization of the incremented amount.

This feature is optional and can only be activated by protel Support staff. Customers wishing to activate this setting are therefore kindly requested to contact the Cloud Support Team.

XSetup: forceAuthorizationAutoIncrementOnEOD

Category: Reservation Directory: Configuration - Client - Reservation

When the XSetup is activated, a further pre-authorization top-up is automatically taken for each reservation to cover any incidental charges which have accrued in the meantime. If more than one creditcard authorization exists, the last registered authorization is taken.

System data > System > Xsetup: forcePreAuthorization



2.4 When should a hotel use these settings? Whether and how a hotel decides to use the above-mentioned settings depends on the hotel’s operating procedures. For example, if the hotel’s SOPs specify that reservations with the payment type credit card are to be preauthorized, we recommend that you activate the setting enablePreAuthorizationPopUp. Depending on how restrictive the workflows are (force pre-authorization?), the forcePreAuthorization setting can also be activated. The use of the forceAuthorizationAutoIncrementOnEOD feature also depends on the specifications in the hotel. To make your work easier and more efficient, the combined use of all three settings is recommended.

3 General requirements

3.1 Open Cash Register and select EFT terminal Before you to start to work in protel Air, please make sure you are logged into a cash register and an EFT-Terminal to process payments in the system – see the following figure.



4 How to Authorize a Credit Card

USE CASE 1 Guest is checking in at the Front Desk. There is No CC in the reservation.

TASK: You need to add a CC to the reservation and perform a pre-authorization to verify it is a valid form of payment.

Open the respective reservation.

Click on Reservation tasks.

Click on Authorize credit card.

The Credit Card Authorization dialogue box pops up:

Amount: The amount field of the authorization is already pre-populated.

Referral: As no credit card has been added to the reservation yet, the connected terminal is pre-selected.



AMOUNT TO PRE-AUTHORIZE By default, the amount to be pre-authorized field is already pre-populated - this is the total amount to be expected. The amount is calculated as follows: Full room rate (incl. fixed charges) minus deposits minus other possibly existing pre-authorizations.

In fact, the amount that should be pre-authorized depends on your hotel’s operating procedures. If the amount you want to authorize differs from what appears in the pre-populated amount field, you can manually overwrite it.

Incidentals

Suppose you pre-authorize additional $50 on each reservation for incidentals.

Please ask the guest whether they want to use the same credit card for incidentals, or if they would like to use two separate CC’s (one for the stay, the other for incidentals).

IF THEY WANT TO USE THE SAME CARD: add the $50 incidentals amount to the prepopulated amount.

IF THEY WANT TO USE A DIFFERENT CARD FOR INCIDENTALS: repeat all of the steps in this section (beginning with “Click Reservation Tasks”), and pre-authorize the second card for only the incidentals amount.

Example

NEXT STEP:

If you accept the prepopulated amount, you just have to click on the Add button.

If you want to pre-authorize another amount, you can change the amount and then click on Add.



An icon appears in the Authorization screen which means that it is waiting:

The payment terminal will then engage and prompt you to confirm the amount.

Now place the payment terminal in front of the guest.

Instruct the guest to insert or swipe their credit card through the terminal.

When the transaction is complete, a CC receipt opens in another window in your web browser. Look down towards the middle of the receipt to see whether the transaction was APPROVED or DECLINED:



If the guest requests a receipt from the CC terminal, please go ahead and print this as you normally would do.

In the Authorization screen of the relevant reservation, you can now see the successful authorization token and a record of each authorization under that token:

The token line looks like this: 1.00 VISA XXXXXXXXXXXX9731 1299

The breakdown of the line is as follows:

1.00 is the amount of the pre-authorization token.

VISA is the card type.

9731 are the last 4-digits of the card

1299 is the expiration date

NOTE At this point, the credit card(s) have been pre-authorized. A pre-authorization differs from posting a payment. In protel Air, you must pre-authorize first before posting a payment on a folio.

After each pre-authorization, the used credit card is automatically set as the default payment method for the reservation - see the following screenshot:



If an invoice is created for a reservation for which a Payment has been specified in the reservation, the respective payment is noted in the invoice. The default payment type is automatically preselected when checking out / posting the payment.



USE CASE 2 Guest is checking in at the front desk. Their reservation was made via an OTA (e.g., Booking.com), and the guest’s CC is in the reservation.

TASK: Verify the guest wants to use the “credit card on file” for the room stay and incidentals. If they want to use a different card, you need to add it to the reservation.

View which credit card has been saved in the reservation:

Open reservation

Click on Reservation tasks

Click on Credit card management

In the credit card management dialog box, the last 4 digits and the expiry date of the card are shown.

A. IF THE GUEST WANTS TO USE THE CARD ON FILE:

If the Pre-Authorization at check-in feature has been enabled in your system, you can now simply check in the guest. The authorization dialog box automatically appears during check-in.

The credit card and the amount fields are already prepopulated (amount can be changed, if required)

Click on Add at the bottom right corner of that dialog box.

If the Pre-Authorization at check-in feature is not enabled in your system:


Click on Authorize credit card

The credit card and the amount fields are already prepopulated (amount can be changed, if required)


B. IF THE GUEST WANTS TO USE A DIFFERENT CREDIT CARD:



Select the payment terminal from the Referral drop-down menu.

The Amount field is already prepopulated and can be changed, if required.


Place the payment terminal in front of the guest. The amount to be authorized appears on the terminal and you must confirm that prompt.

Instruct the guest to insert (or swipe) their credit card through the terminal.

NOTE At this point, the credit card(s) have been pre-authorized. A pre-authorization differs from posting a payment. In protel Air, you must pre-authorize first before posting a payment on a folio.



USE CASE 3 Guest is checking in at the front desk. The default payment method has been set to Credit Card.

Scenario: Hotel Management can enforce the entry of the reservation’s payment method as a possible guarantee for all reservations. Hence the payment method of the reservation is already set to Credit card at the time of booking, or shortly thereafter.

A BRIEF ASIDE: HOW TO SET THE DEFAULT PAYMENT METHOD TO CREDIT CARD:

In the Reservation tab of the reservation dialog box, you can set the default payment by clicking on the ‘payment’ drop down menu, then select Credit card – see the following screenshot.

The Credit card dialogue box pops-up.

Because the credit card is not pre-authorized until check-in, you can close the dialog box.

Check-in

If the pre-authorization at check-in feature is activated in your system, you can now just check-in the reservation. The pre-authorization dialog box now opens automatically during the check-in process.

The Amount is already pre-filled (can be changed, if required). In the Referral drop down box, the connected terminal is pre-selected.




The reservation is now checked in.



If the Pre-Authorization at check-in feature is not enabled in your system:

Open the reservation



The Amount field is already prepopulated (can be changed, if required). In the Referral drop down menu, the connected terminal is pre-selected.




Close the authorization dialog box.

You can now check in the guest.



5 How to Manually Enter a Credit Card into a Reservation Scenario: A reservation is made via telephone and you need to capture the guest’s credit card info.

TASK: Use protel Air to securely capture the guest’s CC by tokenizing the card.

Step 1: Create a new reservation Step 2: Open that reservation Step 3: Click on “Reservation tasks” Step 4: Click on “Register credit card data”

The following dialog box pops-up.

Step 5: Type in the appropriate details and click on Tokenize.

The default payment method for the reservation is automatically set to the captured credit card info.

The Issue no. is only used by certain card types (Smart, Solo, Maestro) and is a single or double digit number printed on the front of the card.



Once tokenized, the guest’s CC can be found in the “Credit card authorization” dialog box:



6 How to Increase an (existing) Authorization Token If the current forecast amount of a reservation exceeds the amount of the pre-authorization, a top-up can be done. You can increase the existing authorization token manually by going into the Credit card authorization screen.

NOTE The top-up can also be performed during the end-of-day routine. Depending on the system settings, the top-up can even be performed automatically - see section 8.

The Amount is calculated by protel Air and is already pre-filled (difference between current forecast amount and previously pre-authorized amounts).

The credit card is also pre-selected in the Referral field. If more than one credit card exists, the most recently stored card is preselected.

Example

In the example above, 2 x $1.00 has been preauthorized, the suggested top-up amount is $ 227.00.

Of course you can overwrite the amount, if required.

Click on the Add button to top-up the amount:

The screen shows ‘loading’ again as the system goes out for the authorization.

Then the receipt appears again, this time with the total amount of the authorization token (the initial authorizations + the additional authorization):



In the example above, another dollar was pre-authorized which results in a total of $ 3.00.

You will now see the original authorization token AND the authorizations in the Authorization screen:

The token line now looks like this: 3.00 VISA FXXXXXXXXXXXX1119 1299

The breakdown of the line is as follows:

3.00 is the total amount of the authorization token (includes all authorizations)

VISA is the card type.

FXXXXXXXXXXXX1119 shows the last 4 digits of the card

1299 is the expiration date of the card

The first authorization shows the date it was taken, as well as all subsequent authorizations.



USE CASE Guest wants to use a second credit card for top-up authorization

If the guest wants to use a second credit card, you need to add it to the reservation now.



Select the payment terminal from the Referral drop down menu.

The amount is already pre-filled and can be changed, if required.

Click on the Add button at the bottom right corner of this dialogue box.



USE CASE More than one credit card is available for top-up

If the guest has more than one credit card, the last registered card is pre-selected. Please make sure to select the proper card in the referral field – see following screenshot:



7 How to Cancel an Authorization Token If a guest prefers to pay with a different card or payment method, or if a reservation has been cancelled in compliance with your cancellation policies, the pre-authorization can be cancelled and the funds on hold will be released within a few days.

NOTE When cancelling , the amount stored per card is always cancelled! If there is a chain of more than one authorizations (figure below), the entire chain, i.e., entire amount, is cancelled!



Click on Authorize credit card.

Select the credit card / authorization which is to be cancelled.

Click on the Cancel button

The entire preauthorized amount is now canceled.

When the transaction is complete, a sales correction receipt will open as another window in your web browser. Look down toward the middle of the receipt to see whether the transaction was VOIDED – see next screenshot.



The cancelled pre-authorization is then displayed as follows:

If there is an unbalanced amount on the reservation’s invoice folio, this amount appears in the Amount field.



8 How to Post Payment (Charge Credit Card) When a guest checks out of your hotel, the pre-authorized amount is converted into a charge. If the guest prefers to pay with a different card or payment method, you can select another payment method when posting the payment, and the pre-authorization can be cancelled (see section 7).

8.1 Taking a Payment from an Existing Authorization Token

Scenario: Guest is checking out. It is time to post payment(s) to their folio.

Open the guest’s reservation.

Click on Invoices.

Review the charges with the guest.

From the Invoice, click on the ‘finance’ drop down , then select Post payment.



In the Post Payment screen, click on the drop-down Pymt. meth.

Select the Authorization that you want to use to complete the payment.

Be sure to select the card that shows an amount before the card type – this is the pre-authorized TOKEN:

The system automatically fills in the dollar amount that is due from the guest (the balance on the

invoice):

Press the Post payment button:

NOTE If the authorization is less than the amount that needs to be charged – that’s ok! The system automatically gets an authorization for the additional amount, then it processes the charge.



When the transaction is completed, the receipt appears as either APPROVED or DECLINED:

The Post Payment screen now displays a $0 balance and the payment amount of appears in the Payments

field:

In the Invoice, you will see the payment line; notice the AuthCode in the description column:



8.2 Taking a Payment on a New Card (no previous Authorization) To take a payment on a card that has not yet been authorized, go to the Invoice and select Post Payment.

In the Post Payment screen, use the Pymt. meth. drop down menu and select the payment terminal (in the following screenshot, use Shift 4):

The system then automatically fills in the dollar amount that is due from the guest (the balance on the Invoice):

Click on the Post payment button.



8.3 Reversing a Credit Card Payment To reverse a credit card payment, go to the Invoice and select the credit card payment line; right click on the line, then go to Item tasks, then Void Item(s):

Enter a reason for the VOID (as per procedure):

Once the transaction completes, you will see an additional line in the invoice showing the reversal:



8.4 Partial Refund To post a partial refund, follow the instructions for taking a payment (above). This time, however, enter the negative amount into the Amount field:

8.5 Cancelling a Transaction on the Payment Terminal When you have initiated a transaction and the device has been engaged, you can cancel that transaction by clicking on the respective button on the device.

You will receive the following message in protel Air which confirms that the transaction has been cancelled:



9 How to top-up authorizations during end of day routine Office > End of day > Execute end of day

You can increase the value of the original pre-authorization if the expected amount of the final transaction is higher than initially pre-authorized (e.g., if additional charges are made during the stay).

protel Air can actively support you if you want to increase pre-authorizations on a regular basis. On request, protel Air generates a list at the end of day routine containing all reservations for which a pre-authorization top up is recommended, because additional revenues which are not covered by the previous pre-authorization have been booked in the meantime - see the following screenshot:

The top-up amount is calculated automatically and can then be added manually by pushing the Top-up button - see following screenshot:

Screenshot: End-of-day routine > Not yet completed tasks > Authorization Top ups list: Select reservation and top up the displayed top-up amount.

Screenshot: During the end-of-day routine, a list can be accessed that suggests reservations for top-up authorization (optional).



By the way, top-up authorizations do not replace the original pre-authorization; they are added to the previously approved amounts.

NOTE If the guest has more than one credit card, the last registered card / authorization is taken for the top-up.

9.1 Automatically top-up authorizations during end of day routine If protel Air detects that the current forecast amount of a reservation exceeds the amount of the pre-authorization, a top-up can be done automatically during the end-of-day routine (see section 2.3).

NOTE If the guest has more than one credit card, the last registered card / authorization is taken for the top-up.

When the checkout time comes, this helps to guarantee that there are funds available to cover additional charges incurred during the guest’s stay.



10 Credit card management dialog box The main purpose of this dialog box is to give you an overview of the credit cards attached to a reservation. In addition, you can capture credit card data for pre-authorization and payment purposes and delete (unused) credit cards.

NOTE The Credit card management dialog box does NOT replace the Payment Organization, but rather provides the possibility to quickly enter several cards into the system. Credit cards entered here can be used for pre-authorization and payment purposes.

If you want to capture different credit cards for a reservation and assign each credit card to a specific invoice folio, we recommend using the Payment Organization feature.

Access



Click on Credit card management

The dialog box displays all of the credit cards which have been attached to the reservation . If a credit card is also used in another reservation, the number of that reservation is displayed in the column Usage by other reservations.

10.1 Add additional credit card manually Scenario: A guest calls via telephone and you need to capture information for yet another credit card.

TASK: Use protel Air to securely capture additional credit card information by tokenizing the card.

Step 1: Open the reservation Step 2: Click on “Reservation tasks” Step 3: Click on “Credit card management” Step 4: Click on “Add” Step 5: Type in the appropriate details and click on Tokenize.

https://connect.protel.net/files/Source/pairexthelp/en_US/index.htm?#t=res-tab-reservation.htm%23MiniTOCBookMark10



10.2 Delete credit card data from a reservation Scenario: A guest calls and wants to use another credit card or payment method. The captured credit card info is no longer required and can be deleted.

TASK: Use protel Air to delete a credit card linked to a reservation. ATTENTION: A credit card can only be deleted if it is unused (e.g., no pre-authorization has been taken) or if the reservation has already been paid off.

Step 1: Open the reservation Step 2: Click on “Reservation tasks” Step 3: Click on “Credit card management” Step 4: Click on “Add” Step 5: Type in the appropriate details and click Tokenize.

10.3 Capture credit card data via Payment Terminal Scenario: A checked-in guest wants to link another credit card to the reservation.

TASK: Use protel Air to capture the credit card info via the payment terminal. ATTENTION: The credit card info will only be linked to the reservation, without any related transaction. The credit card info can then be used for pre-authorization and payment purposes.

Step 1: Open the reservation Step 2: Click on “Reservation tasks” Step 3: Click on “Credit card management” Step 4: Click on “Terminal”

The payment terminal is engaged and prompts you to confirm.

Step 5: Now place the payment terminal in front of the guest. Step 6: Instruct the guest to insert (or swipe) their credit card through the terminal.



11 About protel documents

Symbols used in this documentation

Background information and further information

Please note: Important!

Please check: Is this the latest version?

Should you notice that certain processes described in this document seem “incorrect”, it is possible that you may not be using the latest version of this document.

All our documents are continuously being updated in accordance with the ongoing development of the respective software. Should you be unsure about whether you are using the latest document, please feel free to contact us at [email protected]. Your questions or suggestions are always welcome!

Feedback If you are sure that you are using the latest version and still cannot find certain information or find the descriptions unclear, please write to [email protected].

If your Support Team is not via protel HQ in Dortmund, Germany, please contact your reseller directly.

Need help? If you need any support, please feel free to contact us at [email protected] or 888-511-7879 (USA) or +49 231 915 930 (Europe).

Disclaimer of liability This document has been created with the utmost care; however, we neither assume any liability for this document being complete, correct and/or up-to-date nor for its quality. Misprints, errors and omissions are to be accepted.

We are not liable for any damages of conceptual or material type caused by the use or nonuse and/or application of any information given unless there is evidence of willful intent or gross negligence on our part. The document or parts of this documents may be subject to change or update without prior notice.



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