Windcave Payment Gateway User Guide

Created by Alex Savchuk, Modified on Fri, Mar 15 at 6:56 PM by Alex Savchuk

Taking Payments with Windcave

There are 2 types of payments that you can take from within innRoad:

Card Present/EMV: A payment taken by inserting the guest’s card into the EMV pin pad device.

When a guest is present at the property, it is always recommended to process the transaction using EMV. This is the most secure way of taking payments and reduces the risk of fraudulent transactions and chargebacks.
Manually entered card details: A card payment taken by manually typing in the card number and expiration date or using a previously saved card. This type of transaction is typically used when a guest provides their Credit Card details over the phone or from the booking engine. Keyed in transactions should be reserved for instances when the guest is not present.

Card Present/EMV Transactions

Below are the steps to take a card present, EMV payment.

Access the Take Payment screen
Select transaction type as Authorization Only or Capture
Select the device name from the payment method

Press the process button to start the payment process and the device will light up displaying the amount and “Present/Insert/Swipe Card”.
- Click on the Cancel button if you need to cancel the transaction at this stage.
Insert the Card in the chip reader

Remove the card when the device asks you to.
Approved transactions are indicated on the device and within innRoad.

Optional Step: If you would like to save the card for future use, check ‘Set as Main Payment Method’ on the take payment screen.
- On completing a transaction, the card will be saved as the payment method. The card number displays as XXXX 5454 (Last 4 digits of the card).
- This card cannot be decrypted since a unique token is used to identify this card as part of EMV security.
- The card can then be used for future transactions, but they will be processed as card NOT present.
- Note: It is still recommended to use the device and re-insert a guest’s card into the EMV terminal for subsequent payments, when the guest is at the property.

Telephone Orders/Card Not Present Transactions

A telephone order can be processed from innRoad. In this scenario the EMV pin pad device is not used.

Access the Take Payment screen
Select transaction type as Authorization Only or Capture
Select an existing credit card or select a card type from the payment method drop down and

enter the card information.

Press Pay. Once processed, a success message is displayed.

Authorization and Auth-Complete

An authorization allows you to put a hold on a card, for a specific amount. In the hotel industry, this is typically done during check-in, with Auth-Complete (e.g. capture of the payment) taking place during check-out.

Please note that authorizations can expire, so if a guest is staying at your property for longer than 7 days, it is recommended to re-insert the guest’s card during checkout, to reduce the risk of fraudulent transactions and chargebacks.

Authorizations Only

When a device is used for an authorization, an icon is displayed next to the transaction. The icon represents that the auth-complete transaction will also be processed as card present.

For a manually keyed in authorization, the icon will not be displayed and completing this transaction later would be considered as a card NOT present transaction.

Auth- Complete Transactions.

Open the Authorization transaction and select Capture as the transaction type to process.
- If you previously authorized a card without inserting the card and the guest is present, it is recommended to cancel the authorization and proceed with an EMV, secure capture.
- If an EMV authorization has not expired, Auth-complete does not require you to re-insert the card.

Note: It is recommended to complete any existing authorizations for required payment before proceeding to check-out.

Refunds

There are 2 ways a guest can be refunded an amount:

Matched: Refund on an existing payment
Unmatched: A higher refund than the payment and/or to a different card.

Matched

This refund is made towards an existing payment. To perform this kind of refund, open an existing payment from the folio and select Refund as the transaction type. The refund amount in this case cannot be higher than the purchase value, and the refund would be made to the same card from which the payment was received. Note: The refund value may be lower than the original amount.

Unmatched

Unmatched refunds must be processed using the device. This is called an unmatched refund as the refund does not match a purchase for:

The value of the refund and/or
The card used for purchase and refund are different.

To perform an unmatched refund, you must have a ‘Merchant Card’, issued by Payment Express. This card adds a level of security to prevent fraudulent activity. If you are interested in processing unmatched refunds, please contact support at 855.INN.ROAD or support@innroad.com.

Below are the steps to perform an unmatched refund:

Access the take payment screen from the folio tab
Enter the refund amount
Select transaction type as Refund
Select the device name as the payment method

Click on the Refund Button
The device lights up asking to swipe the merchant card

Enter the merchant pin followed by enter

Insert the card which needs to be refunded
The refund will be approved if all valid information is entered.

Resume Transaction

A device payment that is interrupted due to a system shutdown/browser closing, can be resumed within 5 minutes. Log into the application and open the reservation/account for which the payment was in progress. Check “Display void items” on the folio. Clicking on the item that is in progress would resume the transaction from the last stage before interruption.