The GuestPay Hub has been designed as a one-stop shop for all things payment-related. Bringing together payment activities and building on these to offer additional visibility for a smoother user journey.
Access
The GuestPay Hub can be accessed by navigating to the Rezlynx Home screen, then selecting the GuestPay Hub tab.
Users who have access to Room Billing will be able to access the new hub.
However, elements within the hub will display based on user access rights. For example:
a user must be a member of the ADMINS user group in order to access the configuration areas.
a user must have access to PayLinks Overview in order to see PayLink information.
a user must have access to Payments Reconciliation in order to see reconciliation and chargeback reporting.
Features
What's included in the GuestPay Hub?
Actions required.
Configuration.
PayLinks.
Pre-Auth management.
Reporting.
Funding Reconciliation.
Chargeback notifications.
Adjustments.
Payment Issues.
Link to MyST portal.
Transaction search - reduces the need to access MyST.
The GuestPay Hub is split into sections, including:
Action required.
Payment Reconciliation.
Chargebacks.
Paylink Overview.
Payment Issues.
Transaction search.
Quick links to the payment gateway portal (MYST).
Payment configuration.
Action required section
The action required section displays information for users to review and action. This includes:
PayLink Overview - The PayLink Overview allows you to view all PayLink transactions and their current status if using the manual PayLink option. This report will not populate any AutoPaylinks if unpaid. AutoPaylinks do not carry the ability to forecast, and so will only display in the Paylink overview once paid.
Payments That Require Further Action - This typically shows any bookings from Distribution where the booking was successful, but the Card Tokenisation failed.
Unreleased Pre-Auths - This will display a count and list of any pre-auths on Resident and Checked-out bookings that have not been released.
Suspended Payments - When processing a payment, these are classified as an AUTH and will typically have a status of PENDING until they are SETTLED. However, if an AUTH has a status of SUSPENDED, this will not result in a payment. A SUSPENDED AUTH is essentially a pre-authorisation. The funds are being held, but will not result in a payment unless completed via manual completion. If the AUTH item stays on SUSPENDED for 7 days without any action, this changes to a cancellation token, so no payment is taken from the guest, and any funds held are returned to the guest. The change of status from AUTH to SUSPENDED can be caused by:
Trust Payments side changes the status of the AUTH to SUSPENDED, and this could be caused by:
A rule configured to do so based on a criterion - i.e. PostCode does not match.
Trust Payments Fraud Check System - A transaction is suspended if it reaches a Fraud Score of 5 or above.
A broken DBM Booking. The process in DBM is that when a Payment is taken, DBM requests Pay to create a SUSPENDED AUTH. Once the booking is sent to Distribution and Distribution confirms it is successfully received, then DBM requests that the AUTH be completed (moved from SUSPENDED to PENDING). If Distribution is unable to confirm the booking, for example, there is no longer availability, then DBM should request that the AUTH be CANCELLED. On very rare occasions, this may not happen.
Notification Email Settings - We have a new system for sending Chargeback and Fraud notifications, explained further below.
Notification email settings
To ensure you receive these Chargeback and Fraud notifications, it’s essential to provide an email address in the GuestPay Hub. Once an email address has been entered, notifications from that date onwards will be sent.
⚠️Important: Note that the Chargeback and Fraud email notifications are supplementary and should not be relied upon. Please ensure you monitor Omnipay for Chargeback transactions. If you are part of a group of sites, depending on the configuration at Trust Payments, you may receive these notifications for the whole group.
To add or update your notification email address, follow the steps below:
📌Note: Admin users will need to complete the steps below. If you are not an Admin user, contact your site's Admin user to add or edit notification emails.
Log in to Rezlynx.
Navigate to GuestPay Hub on the Homepage.
Select Pay Configuration from the left-hand menu to open a new Settings page.
On this Settings page, select Payments Reconciliation from the menu on the left-hand side.
Enter your Account ID, and Enter email addresses you want the notifications to be sent to.
🤓Tip: If your Account ID code is not pre-populated, this can be provided by our Support Team in connection with Trust Payments.
Click Save.