The payment transaction logs are accessible for Admins, Reservation Manager and Accountants for accounts subscribed to Apaleo Pay.
Specific information of a payment transaction, including information about transaction security and disputes are shown to your staff in context of the folio. Also your Front Desk Agents and Reservation Manager will have direct access to the refund letter in case a guest requests proof.
The payment transaction logs can be found in the Account and Property level under Payment > Transactions:
Which information can be found within the logs?
When opening a transaction you can find several sections with different information about the transaction. In the default overview, you see the following:
- Status of the transaction, e.g. Authorised, Settled, Refunded
- Amount (Original amount of transaction)
- Balance (Current balance, e.g. after a partial refund)
- Creation Date
- Payment method, e.g. Mastercard, Visa, PayPal
- Payer interaction, e.g. E-Commerce (e.g. payment on your website or payment link), Moto (e.g. credit card entered manually as payment account in the reservation)
- Account holder name
- Liability Shift -> When the 3DSecure step is requested to your guests when processing payments, then you will not be liable for chargebacks. See the following guide for further information on 3DS: 3DSecure or click on the info icon directly in Apaleo.
The references overview shows you the corresponding PSP and Merchant Reference, e.g. the Apaleo Reservation ID:
The payment account overview gives you further details about the payment method and credit card details including the cardholder name, the shopper country code or the cardholder email (if applicable). The below is an example for a Visa payment, however it can look differently for other payment methods, where different details are shared.
In the transaction details tab, you can see the connected merchant account and the finance account, where the payment transaction has been accounted for in the Apaleo finance module:
The payment lifecycle shows you all events related the status of the transaction, such as authorised, sent for settle or sent for refund and connected transaction costs.
From the payment lifecycle you also have a reference to the original folio. And if a payment transaction is consumed partially and to pay for different folios then each SentForSettle will be pointing to the respective and maybe a different folio:
The money flow shows you all events related to settlements and refunds or payouts and debits from your bank account. Here you can as well see and download the settlement batch, with which the transaction has been paid out.
Also settlements and refunds to your merchant account. Be reminded that the money on the merchant account is yours and the merchant account is a special bank account managed by the PSP on your behalf. Even if a payment is not paid out to your bank account, it is only used to cover expenses and fees produced by you, like e.g chargebacks:
The transaction cost overview shows you all fees that are connected to the transaction:
- Processing fee: Dynamic price per transaction
- Markup fee: Fee charged by payment provider
- Scheme fee: Fee charged by payment network, e.g. Mastercard, Visa
- Interchange fee: Fee charged by card-issuing bank
How can you use the payment transaction logs?
Find reservations and bookings by payment transaction infos
In case you need to find a payment based on card holder name, PSP or other payment processor specific information for a guest, that asks you to help him reconcile a payment found on the card statement, you will be able to find it in the payment transaction logs, from where you can navigate into the reservation or booking context easily.
Keep in mind that the shown Merchant Reference only shows the original folio, where the transaction has been authorised/captured from. In case a payment has been moved to another folio, you can see the changes on the folio itself.
When clicking on the transaction itself, you can find further details, like the Apaleo reservation ID or the property in the 'References' field:
In case a payment transaction has a dispute, you will also be able to find the ones with announced or open disputes that require you to act and upload documentation to defend the dispute.
When a dispute is just announced, then you still have the opportunity to:
- proactively refund to protect the reputation and reduce the chargeback rate,
- reach out to the guest to avoid a chargeback and respective fees,
- and cancel a prepaid non-refundable reservation if it is before arrival to re-sell the room to a non-fraudster.
All before the dispute finally escalates into a chargeback. If you are fast to react, you can save money and improve your reputation with fraud-victims.
The accountants will find the payment transaction fees and the breakdown per fee category. They can export payment transactions easily with the payment fees and the dispute fees shown separately, filters giving the possibility to only show specific information on the export:
They will also be able to easily find in which batch the payment was settled, refunded or a chargeback was processed and directly download the respective settlement batch:
All the payment lifecycle and money flow events are available as Apaleo webhooks aka triggers in make.com and can be used to automate payment and reconciliation processes.
Also the dispute lifecycle and dispute money flow events are available as webhooks aka triggers in make.com and can be used to notify the right people in your organisation or to automate some of the dispute defense processes. Never miss an announced or opened dispute anymore, reach out to your guests before the dispute escalates to a chargeback and avoid chargeback fees and improve on your reputation showing that you care about your guests and also about fraud victims.