Question 1

How does the payment work in ResDiary?

Accepted Answer

ResDiary integrates with Stripe. Stripe is a payment provider which is fully PCI* compliant with the flexibility to cater to all your payment needs.

* PCI DSS (Payment Card Industry Data Security Standard)
Money processed via Stripe is automatically transferred into your bank account, usually within a few days of the reservation being made.

Using Stripe, ResDiary allows you to store customer card details via the ResDiary, these card details can be charged at a later date. Also, Credit Card deposits can be attached to bookings per cover, per booking, and/or to promotion. The deposit can be set up in ResDiary where the customer requires to provide their credit card and make payment to secure the booking. The credit card will be charged at the time of the booking.

Check the video of a customer's journey to make a deposit per person charge to secure the booking.

Check the video of a customer's journey to store the credit card details to secure the booking.

If you have any questions or require more information please reach us at support.tableplus@accorplus.com

Question 2

How to add a credit card required rule for groups of 5 or more pax. bookings?

Accepted Answer

Tokenisation is when a customer proceeds to make a booking and the restaurant wants to secure the reservation with credit card details. The credit card will not be charged and depending on your cancellation policy you have the option to charge for no shows.
 
Tokenisation can be attached to bookings for all bookings, large party bookings, and/or promotions.
 
Please ensure that your cancellation policy is outlined in your Terms & Conditions – for assistance on set up, please contact the Support team.
 
Tokenization for a group of 5 or more pax. bookings

Once you integrate with Stripe in your Resdiary. The following steps are required to enable tokenization for a group of 5 or more pax. bookings (internal and online) where customers provide their credit card details to secure their booking.

1. Go to Settings

2. Payment Settings

3. Select ‘Credit Card’ in the drop-down menu

4. Click ‘Add New’

5. Tick all boxes and Save

6. Add and Tick ‘Deposit Outstanding (internal only)’ (this allows users to skip the credit card form for internal bookings for VIP customers).

7. Click on 'Save'
 
When a booking has been made which requires a credit card to be stored, the booking will appear on your Diary like below where Green Credit Card icon indicates the Credit Card Stored.

Here's a video to add a credit card required rule for groups of 5 or more pax. bookings.

If you have any questions or require more information please reach us at support.tableplus@accorplus.com

Question 3

How to add a condition token to an email confirmation for a credit card required?

Accepted Answer

The following steps will guide you on how to update your credit card's required condition token to your confirmation email template.

1. Go to Settings

2. Notifications > Email Notifications

3. Confirmation Email > maximize the template by clicking on the maximize/minimize  ‘ 
 
’ button.

4. Your confirmation email template will maximize and you are able to view the condition tokens set for your property.

5. Highlighted text are the sections you will need to update.
 
{CONDITION TYPE="PARTYSIZE" VALUE="
6. Once you are happy with the update of your condition token. Minimize by clicking on the ‘ 
 
 ’ button.
  
7.  Scroll to the bottom of your email notifications page. Click on the Update button to save the changes in the email notification.

Check the video tutorial to add a condition token to an email confirmation for a credit card required.

If you have any questions or require more information please reach us at support.tableplus@accorplus.com

Question 4

How to add a deposit for Friday and Saturday nights only?

Accepted Answer

The following steps will allow you to require customers to make credit card payments when making a booking for Friday & Saturday night. The credit card will be charged.

Create a new promotion for Friday and Saturday night (eg. Set Menu (Fri - Sat only)). Click Here to watch a video tutorial for How to load a promotion in ResDiary.

Once the promotion is set up in your diary. Follow the below steps to add the deposit to the promotion.

1. Go to Settings

2. Click on Deposit.
3. Click on Add. 
4. Select your Promotion in the drop-down menu of the ‘Attach to promotion’ section.

5. Enter the amount of your deposit needed. Can be a full or partial deposit.

6. Depending on your promotion select per cover OR per booking > Update

Then Go to Promote >> Open your promotion and Confirm the Deposit section has the promotion name selected.

Check the video tutorial to add a deposit for Friday and Saturday nights only

If you have any questions or require more information please reach us at support.tableplus@accorplus.com

Question 5

How to locate and process a cancellation fee for a no-show booking?

Accepted Answer

The following steps will guide you to charge the cancellation fee from the stored card for the no-show booking.

1.  Go to the Cancellation list of the day by click on the '
 
' button. This will show you all the canceled bookings for the day.

2. Copy the booking reference number of the booking you wish to charge the credit card.

3 . Go to the Magic Search box and paste the booking reference number in the magic search. This will show you the booking associated with the reference number.

4. Click on the reservation to open the reservation details and scroll down to Saved Credit Card details.

5. Click on the 'Charge Card' to process the cancellation fee. This will take you to the next screen where you need to input the amount you like to charge as a cancellation fee.

6. Once you enter the amount. Click on the 'Charge Card' button to charge the card.

Check the video tutorial to locate and process a cancellation fee for a no-show booking.

If you have any questions or require more information please reach us at support.tableplus@accorplus.com

Question 6

How does the diner landing page work?

Accepted Answer

ResDiary allows you to send the email to the guest to request the card details via the Diner landing page. When the payment has been requested the orange card icon
 
will be displayed on the reservation.
 
The landing page can be enabled via  Settings > Payments  > Stripe Settings.

Here you can decide how many hours the guest has to add their payment details before their booking is automatically removed/canceled from the diary.

Once you enable the Diner Landing page expiry hour you can send the email to the guest to request the card details or payment to secure their booking. To configure/customize the Diner Landing page email please reach out to the Table Plus support team at support.tableplus@accorplus.com

Check the tutorial on diner landing page journey for internal bookings.

If you have any questions or require more information please reach us at support.tableplus@accorplus.com

Question 7

How to send a diner landing page to a guest with a manual pre-payment amount?

Accepted Answer

ResDiary makes it easy to send a diner landing page to a guest with a manual pre-payment amount. At the time of making an internal booking for the guest, you enter the details on the booking form as normal. After entering all the details when you will see the Payment button next to the Complete button down at the bottom. The payment button takes you to the payment page from where you can send the diner landing page to the guest.

You can add the amount by click on the Add Deposit button on the top to request the amount as the deposit for the booking. Once you add the amount, ensure the green toggle would be enabled there. Then click on Complete.

The customer will automatically be sent an email asking for them to follow the link to a secure ResDiary landing page where they will need to enter their details. The reservations will fall into the diary-like below, with the ‘money bag’ symbol, as discussed above:

Note: If the guest does not provide their credit card details by the required time then the booking is canceled. The guest will receive an email notifying them that they did not provide details in time and do not have a booking. The booking will be moved to the dashboard and marked as an Incomplete Booking.

Check the tutorial send a diner landing page to a guest with a manual pre-payment amount.

If you have any questions or require more information please reach us at support.tableplus@accorplus.com

Question 8

How to process a refund in the Stripe dashboard?

Accepted Answer

The Stripe Dashboard is where you can see all of your payments, view what's on its way to your bank account, and manage any refunds. This can be accessed via https://dashboard.stripe.com/login and using the login details created when setting up the stripe account.

To process, a refund for any reservation follow the below steps,

1. Copy the reservation reference number. The reservation number can be found on the cancellation list for the day which can be open from the Cancellation
 
button from the home page of your diary.

2. Then Go to Stripe Dashboard >> click on Payments >> Paste the enter the reservation reference in the Search box on the top of the page.

3. Click on the payment to see the full details of the transaction.

4. Click on the Refund button to process the refund for the transactions.

4. Enter the amount(Full or partial), Reason, Type in the Description box for your reference and Click on the Refund button to refund the amount.

Note: Refunds will not appear in ResDiary. Ensure you place the refund in the booking details of the booking. Also canceling the booking will not automatically refund the guest.

To Place, the refund comment in the booking detail follow the below steps,

1. Once you process the refund Go to ResDiary >> Magic Search box and enter the booking reference number for which you process the refund.

2. This will brings up the booking associated with the reference number. Click on the booking to open the details of the booking.

3. Scroll down to Reservation Comment section where you can click on Edit to add the comment about the refund.

4. Once you add the comment for the refund, click on update to save the comment in the booking.

Check our video tutorial to process a refund from the Stripe dashboard.

If you have any questions or require more information please reach us at support.tableplus@accorplus.com

Question 9

How to add a credit card-required rule to an existing promotion?

Accepted Answer

ResDiary allows you to add the payment option(Credit Card Required or Deposit) to any existing promotion. The below steps will guide you to add the credit card required rule to the existing promotion,

1. Go to Promote and click on Promotion to open the promotion dashboard window.

2. Click on the Edit button under the Action for the promotion you wish to add the Credit Card required rule.

3. Once you click on the Edit button it will take you to the promotion Info tab. Then go to the Payment/Card details field and click on drop-down button to select credit card.

3. Select the Credit Card Required and click on 'Save'.

Check our video tutorial to add a credit card-required rule to an existing promotion.

If you have any questions or require more information please reach us at support.tableplus@accorplus.com

Question 10

How to add a deposit to an existing promotion?

Accepted Answer

ResDiary allows you to add the payment option as a Deposit to any existing promotion. Once you load the promotion in your diary the below steps will guide you to add the deposit required rule to the existing promotion,

1. Go to Settings >> Payment >> Deposit.

2. Once you click on the Deposits option it will open the deposit screen. Click on Add to create the new deposit.

3. To create the new deposit please add the description in the box for your reference and attach it to the promotion you wish to add the deposit rule.

4. Once you select the promotion please enter the amount you like to accept as the deposit and select the appropriate option from per cover or per booking to attach the promotion.

5. Once you're happy with all the details click on Update to save the deposit.

To verify the deposit is successfully attached to the promotion please go to Promote >> Promotions. Click on the edit to open the promotion details and check whether the deposit is attached to the promotion correctly.

Check our video tutorial to add a deposit-required rule to an existing promotion.

If you have any questions or require more information please reach us at support.tableplus@accorplus.com

Question 11

What is an Incomplete Booking?

Accepted Answer

An incomplete booking is a booking that was almost going to be completely made in the diary but failed at the last step. Bookings goes to an incomplete booking list for one of two reasons:

1 - While making an internal booking, after all, details have been added, all that is left to do is click 'Complete', however, the user click on 'cancel' instead of the 'Complete' button. This booking will be marked as incomplete.

2. A booking is made internally and the booking requires card details or a deposit to secure it. The restaurants then triggers this request to the customers via email (Payment Landing Page). Customers will have a time limit to provide the card details/ payment. Once the set time limit to provide the card details/payment is up booking got canceled itself and they will be sent a cancellation email to the guest and the booking will go 'Incomplete Bookings'.

Note: The guest never receives confirmation of an incomplete booking. Email and SMS confirmations are only sent once the booking is confirmed with the deposit or card submission.

Incomplete bookings notification allows you to recover the customer and booking details entered and complete the booking process where required.
How to check the Incomplete Booking:

1. Incomplete Booking notification will pop up on the top of your ResDiary. Click on See Report which takes to the Incomplete Booking Report.

2. Incomplete Booking can be check from the Dashboard. Click on Dashboard and scroll down to the bottom where you'll find the Incomplete Bookings. Under the Action, you'll the option to Edit the booking and Mark as Read

Incomplete Booking Report:
 
ResDiary allows you to check the Incomplete booking of your restaurant by running the Incomplete Bookings Reports. To run the Incomplete Booking report Go to reports >> Booking Reports >> Click on Incomplete Booking Report. This will take you to the Incomplete Booking screen.

Click on All Upcoming on the right-hand side to view all upcoming incomplete bookings to check all the upcoming incomplete bookings.

To run the new Incomplete booking report for a date range click on Add Report >> Select the Venue >>Select the date type as Visit Date or Booking made date >> Enter the date range >> You may add the Filters as per your requirement. Also, edit the columns which you like to see in your report and can select the number of rows per page in the report. Then click on the 'Run Report' button to run the report. You can save this report by click on the Save Report button for future reference.

Check our video tutorial to run the incomplete booking report.

If you have any questions or require more information please reach us at support.tableplus@accorplus.com

ResDiary - FAQs

How does the payment work in ResDiary?

How to add a credit card required rule for groups of 5 or more pax. bookings?

How to add a condition token to an email confirmation for a credit card required?

How to add a deposit for Friday and Saturday nights only?

How to locate and process a cancellation fee for a no-show booking?

How does the diner landing page work?

How to send a diner landing page to a guest with a manual pre-payment amount?

How to process a refund in the Stripe dashboard?

How to add a credit card-required rule to an existing promotion?

How to add a deposit to an existing promotion?

What is an Incomplete Booking?