Payments
Enable and check payments.
Generate an invoice or VAT receiptCreate and generate invoices for your customers.
Payment link not workingGuidance on card authentication and payment issues during booking.
Not receiving payment from a customerThe customer says he paid but you haven't received the payment.
Refund a paymentRefund a payment received through Collins Pay.
Request an invoice from our finance teamRequest another copy of the invoice from our finance team.
Received payment still showing as requestedFrom our payments we can see that the customer has paid but the payment is still showing as pending.
Payments made, but bookings are not showing in Access CollinsGuests have made payments, but they're not visible in the system.
Payment showing incorrect site on customer's bank statementSee what to do if the payment on my customer's bank statement or app is showing the wrong site name.
Payments are not pushing to EPoSThe payments form Access Collins are not pushing to the till.
Payment requests emails are not sending or being delayedWhen making a payment request on a booking, the email is not automatically sending out to customers.
Payment IssuesCustomers are not able to make a payment, or payments aren't linked to bookings.
The payment record doesn't display any card detailsUnable to see card details of a payment.
Stop refund, claim or payment accidentality issuedSee what happens when accidentally refunded, claimed a payment or authentication.
Sort the order of new messagesSee and change the order of your guest's messages.
Update or add new bank details for Collins PayA quick guide to updating bank details, adding new accounts, resolving missing deposits, and tracking Collins Pay funds.
Payment availability at the organisation levelStop payments from being requested a set time before the booking time.
Use Collins PayTake payments using Collins pay and how to use it.
Take deposits or payments on auto-confirm bookingsMake payments or deposits mandatory for auto-confirmed bookings at the point of booking.
Unauthenticate a cardYou've authenticated a card accidentally, and you have to remove the card details.
The difference between card authentication and authorisationThe difference between card authentication and authorisation.
Authenticate card details and other payment optionsTake customer card information, record BACS payments and use other types of payments.
Authenticated and deposit confirmation messageThis article covers how authentication and deposit messages work, including templates and customer-facing messages.
Automatic deposits for customer payments not workingIf automatic deposits aren’t working as expected, check our troubleshooting steps to ensure everything is set up correctly.
Avoid fraud disputes in Collins PayYou can avoid fraud disputes in Collins Pay
Change Stripe account detailsYou can change the Stripe account that is linked to my site on Collins
The customer paid, but we haven't received itThe customer can see on their app that payment has been taken, but we never received it.
3D Secure on Collins PaySecurity checks that customers go through when making payments or deposits.
Change currency and VATYou can update the currency on payments
Enable or disable AMEX paymentsAccept or not American Express cards.
Collins Pay onboarding guideThis guide will outline the necessary steps to complete onboarding for Collins Pay.
View your customer paymentsView or download your customer payments.
Corporate card fee refundsRefund or disable the corporate card fee.
Create payment request messagesMake template payment request messages for all your sites.
Change the text within the authentication emailThe card authentication email is automated by Stripe and cannot be changed.
Checkout closing when guests are trying to approve paymentOn mobile, guests approving payment via their bank are sent back to the start when returning to checkout, preventing booking completion
Check if the customer has been charged twiceCheck booking history, messages, and payment reports to confirm duplicate payments, and how to issue refunds
Invoice typesThere are different ways to resolve invoice queries depending on the invoice type.
Payment showing the incorrect site on the customer's bank statementThe payment on my customers bank statement or app is showing the wrong site name, will the payment still come to me?