innRoad Payments FAQ's

Getting Started

Is there a Review Period?

For the first 30 days and 30 transactions of innRoad Payments' activation, the account will be under review. Once both the time period and number of transactions is reached, the review period will be completed.

What is the payout schedule?

Initially daily payouts will be set with a 4 day business day until the account has been through the review period (both active for 30 days and processed at least 30 transactions). After this review period daily payouts will have a 2 business day delay e.g. Payments taken on Monday are available on Wednesday. Payments taken on the weekend days (Friday, Saturday and Sunday) would be expected to arrive on Tuesday as one lump sum. Holidays apply an additional day of delay.

How are you providing these savings?

We eliminate all recurring monthly fees that have nothing to do with processing and reduce the processing rate wherever possible. (See Glossary)

What will my statements look like?

All payment transaction data will be available directly within innCenter in the Reports tab.

Is there a contract?

Just like with the innRoad PMS we do not lock you into a long term contract or have any cancellation fees.

Who will handle my support?

Support will all be handled by the same team you have contacted before.

Why do you need all this onboarding information? Don’t you already have it?

The forms are asking for the legal business information which may have different requirements. We didn’t want to make any assumption when submitting them for verification. You can view a guide to filling out the onboarding form innRoad Payments Onboarding Form

Will there be any downtime when we switch?

The switch will be seamless, with no downtime between activation and when you can begin processing.

Are there any deliverables required of me to switch?

After filling out the onboarding form, we just need to pick a day for activation.

General

Do we accept Discover/Amex?

We accept all major credit cards and currencies.

Do we accept EBT or ACH payments?

We current do not support direct bank payments through innCenter.

Do you support EMV?

Yes, please contact support@innroad.com to set up EMV through innRoad Payments

If i have more then 1 Property do I need more then 1 EMV Device?

it is possible for a to use 1 EMV machine across multiple properties as long as the property is using the same payment accounts for all the properties

Do you charge a different rate for card present vs. card not present?

No, there is no penalty for card not present transactions.

What is a chargeback?

A chargeback or a dispute is when a customer claims that these charges are fraudulent in nature. To win a chargeback, evidence can be submitted directly through the innRoad Payments dashboard.

Is my information secure?

We will never be storing anything more than we already store within innCenter. We take security extremely seriously and are fully PCI compliant.

How do you handle refunds?

We will never take money out of your bank account. Instead, we will take the amount of a refund against future revenue.

How do I update the payment descriptor that displays on the guest credit card statement?

Contact innRoad support with the request and we can update that for you easily.

Which Merchant Category Code (MCC) will the transactions be classified under on the guest credit card statement?  

All transactions are sent with the "Lodging" code. There are some instances where card issuers ignore it and use innRoad's "Software" code.

Is there a Maximum Charge Amount Limit?

Yes, USD $30,000, CAD $30,000, GBP £20,000, MXN $100,000. If you'd like to configure a lower or higher limit, please contact support@innroad.com

If I don't require a deposit for reservations made through my booking engine, will the credit card still be validated?

Yes, the system will authenticated all credit cards at the time of reservation, even when booking a reservation with no deposit. Authentication checks that the card is valid and/or usable. We can detect if the card is expired, lost, stolen, overdrawn. If the card does not pass authentication, we treat it as a declined card and provide a decline message.