Use your browser's search command to search these FAQs.

Can I have both the Booksure™ real-time and enquiry based systems on my site?
Yes, you can give your guests both options.  Real-time and enquiry based enquiries will be synced up automatically.

Does the real-time module cost extra?
No, the price remains the same.

Can I turn the SMS notification function off?
You have the ability to turn this function on or off from within your ‘My Booksure’ area.

Does the SMS service run through the night?
Establishments will receive SMSes between 8am and 8pm only, however, should the cellular network be experiencing problems, the delivery time of the SMS will be impacted. Guests will receive SMSes instantaneously.

Do you store credit card details?
No we do not. This is a security measure which prohibits credit card fraud.

How do I know if a payment has gone through successfully?
To see if a transaction has been successfully processed, log into your ‘My Booksure’ area and click on your payments and transactions menu.

Successful transactions will have a result description of ‘Successful’.
Unsuccessful transactions will have different result descriptions:

  • Denied: This transaction has been denied by the cardholder’s bank (the issuing bank).


This could be for a number of reasons :

    • insufficient funds available
    • invalid CVV number entered
    • invalid PIN number entered
    • the issuing bank may have a block on online payments to South Africa. The cardholder needs to contact his/her bank in order to determine the reason for the denied transaction.

 

  • Hot Card: This card has been reported as stolen.
  • Invalid Card Number: An invalid card number has been entered. There are either insufficient digits or invalid characters in the card number.
  • Please Call: The cardholder needs to contact his/her bank in order to determine the reason for the authorization failure.
  • Recurring Transaction: Any two payments made within a 20 minute period using the same credit card details and with the same transaction amount will result in this error. This is to prevent a transaction being processed twice in error. If this is not an error, wait 20 minutes and reprocess the transaction.


How long does it take Booksure™ to pay the money owed over to me?
Studio members - Transaction times are generally 2-4 working days, depending on the banking payment cycle, who you bank with and when the initial payment was made. Cabin members - Money will be paid over 24 hours after guest check-in.

How do I know what amounts are still owing to me?
You can login to your ‘my Booksure’ area and check your payments and transactions section to see what is still outstanding.

Can I refund my guest?
A refund must not be confused with a transaction reversal (refer to Can I reverse a transaction).
A refund can be processed if the guest needs to be refunded a portion or full amount of a transaction.
A refund can only be paid into the same credit card account out of which the original transaction was processed.
Booksure™ cannot refund into a different credit card account.
A refund may be subjected to a refund fee. In the event of a booking made via an affiliate site that imposed a commission, the commission is non-refundable.

Certain processing conditions apply depending on whether the amount has been on-paid to the establishment or not:

  • The transaction amount has been on-paid to the establishment:
    • if there are sufficient funds in the pending on-payments to cover the refund amount + applicable fee, the refund will be processed immediately on receipt of the refund request form.
      The refund amount + applicable fee will be deducted from the next on-payment.
    • if there are insufficient funds in the pending on-payments to cover the refund amount + applicable fee, the amount of the refund + applicable fee + commission will need to be deposited into the Booksure™ Bank account.
      Only once these funds have become available, will the refund be processed.
  • The transaction amount has not yet been on-paid to the establishment:
    • the refund will be processed immediately on receipt of the refund request form. The refund amount + applicable fee + applicable commission will be deducted from the next on-payment.

Once the refund has been processed, the guest and establishment will receive email notification.
This transaction will be shown as a credit on the cardholder’s statement with a reference of www.booksure.com.

For a detailed look at how to process a refund, please view the refund tutorial.  The ability for Booksure to refund a guest on behalf of an establishment is only available in a situation where the amount paid by the guest has not yet been on-paid to the Establishment.

Can I reverse (void) a transaction?
All credit card payments made via an online payment gateway are grouped and processed in batches.  A transaction can only be reversed (voided) if the batch cut off time for the transaction has not yet been reached.  Should you need to void a transaction, follow the procedure for a refund.  Booksure™ support staff will be notified of the refund request and will determine whether the batch cut off time has been reached or not.  Based on the cut-off time, the transaction will either be voided or a refund will be processed.  Contact Booksure™ support should you wish to void a transaction.

What is a chargeback and how do I prevent it?
A chargeback arises when the cardholder disputes the transaction with his/her bank.  When this happens, the Establishment will be notified that their guest disputed the transaction.  Unless sufficient documentation is forwarded to the cardholder's bank within 7 days of the dispute notification, the Booksure™ account will be debited.  Booksure™ will, in turn, need to debit the Establishment's bank account.   

The risk of a chargeback can be minimized by taking the following precautions when the guest arrives:

  • Check the “valid date” on the credit card, to ensure that the card has not expired.
  • Obtain an imprint of the credit card, and a signature from the Client on the generated payment receipt or by making use of the provided manual receipt book should the payment receipt not be available. An imprint needs to be obtained by placing the printed receipt over the credit card and scratching on the receipt with a pencil. This will cause the embossed digits on the card to be visible on the receipt. Please note that a photostat of a credit card will NOT be accepted by the bank should a chargeback dispute arise.
  • The Operator must request the Client to provide proof of identity in the form of a passport, driver’s licence or identity document, and must make and retain a photocopy thereof.

In as far as possible, do not process a transaction on behalf of a guest.

What if I want to cancel my membership?
In order to cancel your membership, send us an email stating the effective cancellation date and the reason for cancellation.

What happens if a guest forgets to pay before leaving?
If a guest forgets to settle the bill before leaving you can send them an instant quote and they can pay when they get home.

Can I accept Diners Club or American Express using Booksure™?

Studio members - From within your ‘My Booksure’ area, this option can be enabled / disabled. 

What is 3D Secure?
Booksure participates in the Verified by VISA / MasterCard SecureCode worldwide anti-fraud program known as 3D Secure which is mandated by the Payment Association of South Africa (PASA). If a credit card is enrolled in this program, the Client Selected PIN number (CSP) is required to complete the payment.

Why do I need 3D Secure?
3D Secure offers the guest a sense of security knowing that he / she can make bookings securely online.  3D Secure offers the guesthouse chargeback protection in that “I didn’t do it” chargeback claims can be avoided.

How can my Establishment be featured on the home page?
Establishments are randomly featured on the Booksure home page based on a weighted ranking.

The factors that contribute to the ranking are the following:

  • Length of membership: The longer an establishment has been a member, the higher the ranking.
    New establishments are given preference for the first 6 months of membership.
  • Customer Reviews: A weight is assigned according to the average rating by guest reviews.
    Should an establishment have no customer reviews, an average rating will be applied.
  • Referrals: Should an establishment refer another establishment resulting in a successful signup by the new establishment, a higher weight will be assigned to the referring establishment for a period of 6 months.
  • Failed Debit Orders: The ranking will be negatively impacted should there be insufficient funds in the establishment bank account to cover the monthly membership fee, causing the debit order to fail.
    A failed debit order will negatively impact the ranking for a period of 6 months.
  • Chargebacks: The ranking will be negatively impacted for each chargeback that occurs as a result of insufficient documentation being obtained by the establishment. To prevent chargebacks, always make sure that a signature and card imprint is obtained from the guest on the printed Booksure™ receipt. A chargeback will negatively impact the ranking for a period of 6 months.
    Note that any chargeback that arises as a result of fraud will not be taken into consideration when determining an establishment’s ranking.

Cabin Booksure members will be listed, but their images will not be featured on the featured image rotator on the homepage.

 

I cannot access Booksure™
There are a number of factors that could influence your access to the Booksure™ site.  The following troubleshooting steps can be followed:

  • Make sure that your data cap has not been reached
  • Try to access other international sites such as http://www.amazon.com (Sometimes an ISP will experience problems linking to certain regions)
  • If you are experiencing problems connecting to other sites, it would imply that there is a problem with either your ISP or your data connection.


My Guest never received an email notification of a quote I sent
Booksure™ has a built in notification system that will notify Booksure™ support should an email be undelivered to a recipient.

Reasons for a non-delivered email could be an invalid address, a full mailbox or the recipient mail server not being available.  In these circumstances, the Booksure™ support team will contact the establishment to inform them of the non-delivered email.

Should an email not be received by a guest, and the Booksure™ support team has not notified the establishment, it would imply that the recipient mail client has rejected the Booksure™ email.  The recipient (the guest in this case), would need to contact his / her internet service provider to determine what the cause of the problem is.  The recipient should also confirm that the email has not been deleted as Spam.