How do I add a guest as a trusted shopper?

Problem

ROLLER Payments aims to authorize as many payments for you as possible. However, payments can sometimes be refused by the cardholder’s bank for reasons such as insufficient funds, the card has expired, the card has exceeded a transaction amount limit, suspected fraud and more.

Cause

ROLLER Payments refuses transactions suspected to be at a higher risk of fraud. Payments that receive a high fraud score generate a Payment failed message in the booking activity stream.

Reasons a legitimate transaction might be refused include:

• The cardholder name or contact information was entered incorrectly.
• The card has too many attempted charges in a short period of time.
• The cardholder email is refused.
• The transaction is considered a large or an unusual purchase.
• The transaction is considered to be from an unusual location.

In addition, if a guest’s card is declined an excessive number of times, ROLLER Payments will place a temporary suspected fraud alert on the card. That card would then need to be added as a trusted shopper through ROLLER Payments to be authorized for transactions.

Solution

If you’re confident that the cardholder is trustworthy, such as a returning guest or you have verified their identity, then you can submit a ticket with ROLLER support to add them as a trusted shopper. This manually lowers their fraud risk score in ROLLER Payments and authorizes their future transactions.

Request ROLLER support add a trusted shopper

1. Submit a ticket with ROLLER support using the support form.
2. Include your contact information.
3. Enter a detailed description of the support request in the Description field and include the following information:
   • Guest name
   • Transaction amount
   • Payment method
   • Last 4 digits of the guest’s credit card. Do not include the full credit card details to stay PCI compliant.
   • Booking ID (if available)
   • Time of the booking (if available)
4. [Optional] Include any attachments by selecting the Upload Files button. We recommend including screenshots of the booking activity stream and cardholder ID if available.
5. Select Submit.

Learn more

• Roller Payments guide
• Get started with ROLLER Payments
• Website requirements for ROLLER Payments
• Flag and ban guests
• Tips for preventing chargebacks