Send payment request links via SMS or email

Make taking payments easier and safer for both your team and your guests. When a guest calls to book or purchase a gift card, you can take secure payment using payment request links from Venue Manager. This guide shows you how including best practices to get the most out of this feature.

Benefits of using payment links

Payment links have the following benefits:

• PCI DSS compliance – Required to meet the global Payment Card Data Security Standard for secure credit card payment processing
• 3DS secure authentication – Verifies the cardholder’s identity and helps reduce fraud and chargebacks
• Flexible payment methods – Guests can pay using Apple Pay, Google Pay, Buy Now Pay Later and more
• Convenient for guests – Links can be sent by email, SMS or copied to their preferred communication channel
• Reduces admin – Tentative bookings auto-cancel if not paid by the deadline, freeing up space

Best practices

1. Offer SMS or email payment link options when guests call to book
2. Use tentative bookings to hold space if guests can't pay immediately.
3. If the guest can pay immediately, stay on the call and walk the guest through the process.
   
   
   

Send payment request links for bookings

1. From Venue Manager, go to Bookings.
2. Create a new booking or open an existing booking that hasn't yet been paid in full.
   
   
   • If it's a new booking and the guest can't pay immediately, consider tentatively holding the booking for a fixed period (eg 3 days).
   • Then, if the guest fails to pay for their booking within the hold period, the slot becomes available for other potential guests.
     
     
3. Make sure you enter the guest's details. You'll need these details to send the payment link. 
4. Select Take payment at the top of the page.
5. Send payment request is selected by default. 
   
   
6. If needed, adjust the payment amount.
   
   
   • The amount defaults to the full cost or outstanding payment of the booking, or the deposit (if a deposit has been set up for the product).
   • You can also select a custom amount.
     
     
7. Select to send the payment request link by email or SMS.
   
   
   • The email or phone number autofills with the booking holder's contact details.
   • Fees apply for payment links sent via SMS. 
     
     
8. Select Send request. 

Send payment request links for gift cards

1. From Venue Manager, go to Products > All products. 
2. Search for the gift card product the guest wants to purchase. You can also filter by Product type = Gift card to find it quickly. 
3. Select the options menu (3 dots) for the gift card product, then select Issue new gift card.
4. Follow the prompts to issue a new gift card. 
5. After entering all details, you'll be prompted to Take payment. 
6. Select Send payment request from Payment methods.
   
   
7. Choose the payment amount (total due or custom amount).
8. Choose Email or Text/SMS to send the payment request link.
   
   
   • The email or phone number autofills with the purchaser's contact details.
   • Fees apply for payment links sent via SMS. 
     
     
9. Confirm the email or phone number with the guest.
10. Select Send request. The guest receives a secure payment link and can pay on their device immediately or later at their convenience.
    
    

Guest receives payment request link via SMS or email 

Guests receive a payment request link via SMS or email, allowing them to make immediate payments while on the phone or later at a convenient time. Once paid, the payment status is automatically updated in ROLLER. 

For tentative bookings:

• The message clearly states the payment deadline, incentivizing timely payment.
• Guests can click the link or a "Pay now" to open the secure online payment form, enter their credit card details on their own device, then submit payment.
• If the guest does not pay by the specified deadline, the link becomes inactive, and the tentative booking is automatically canceled.

Payment request link SMS with deadline

Payment request link email with deadline

The payment link email includes when the payment is due by.

It also includes an Order section to show the guest exactly what they're paying for, providing better context and credibility, and a Security note to reassure guests that their data is secure. These features aim to help boost the conversion rate of these emails. 

Automated follow up

• When the guest completes the payment successfully, they receive an order confirmation email with a receipt.
• The payment status updates in ROLLER, and if the booking was Tentative, the status updates to Confirmed. 
• If the payment is not made by the deadline for tentative bookings, the booking is automatically canceled, and the guest is informed via email. 
  • The booking status updates to Canceled in ROLLER
  • The space taking up by the hold is automatically available for sale again.

Example tentative booking cancellation email

Below is an example of the tentative booking cancellation email.

Manage payment links in the booking's activity stream

Within the booking's activity stream, you can copy, cancel or resend the payment link.

• Copy link: Copy the payment request link to send via an alternative channel that you use to communicate with guests. You can also paste the link in a new browser tab to open the guest's unique payment form to help guide them through the payment process. 
• Cancel payment link: Manually cancel the payment link. 
• Resend: Resend the payment link by the initial method selected (SMS or email).

Can payment links expire?

Payment links do not expire unless:

• You've set a hold period to tentatively reserve the booking until payment is made. When the hold period expires, the booking is automatically canceled and the payment link is no longer available. Learn more about how to set up and use tentative bookings
• The booking is paid for using another method (eg at POS).
• You manually cancel the payment link from the booking activity stream.

Text/SMS fees

A small fee applies per payment link sent via text/SMS which differs based on the venue country and billing currency. Refer to the guide Text/SMS fees. 

Monitor the status of payment links

Track the status of unpaid payment request links and invoices using the Payment Links report in Venue Manager. Go to Reports > All reports, then select the Payment Links report.

To make a default view which only shows unpaid links:

1. From the Booking status filter, select Partially paid and Pending.
2. From the Payment link status filter, select Pending.
3. Select Apply filters in the top right.
4. Select the down arrow ( ⌄ ), then save the filtered report as a new view. Name it Unpaid links.
   
   
   
   
5. Select Make default. Then, every time you access the report, it will show unpaid payment links to follow up.
   
   
   
   
6. Select a booking ID link to access the guest's contact and booking details and follow up as needed.