Changes Regarding Collins And Card Fees

We are having to make some important changes to your Collins Pay transaction fees. 

From 1st September 2022, Collins Pay transaction fees for all card types will be increasing by 0.2%. 

We more than understand the challenges our operators and their customers are presently facing with the rising costs of food, drink, and services and we have held off on passing on the increases to our own costs for as long as we could.  

The increased cost of transaction processing imposed on us, coupled with the impact of inflation means that unfortunately, we can no longer continue to provide Collins Pay at the existing rates which we have held for several years.  

The changes coming into effect will see:

  • Debit Card transactions increase from being charged at 0.8% to 1.0%
  • Credit Cards from 1.25% to 1.45%
  • AMEX from 3.28% to 3.48%
  • Non-EEA is going from 2.9% to 3.1%

The flat 15p per transaction will remain unchanged across all card types. 

Some example costs comparing the old fee structure vs the new, based on a sample £50 transaction: 

By utilising Collins Pay, you are also taking advantage of additional premium fraud prevention features we have enabled such as 3D Secure and Stripe Radar, ensuring a high level of confidence in the payments you take through our systems and reducing the incidence of chargebacks to your venue for unauthorised card use. 

We have a proven track record of delivering exceptional value for money and an unrivaled feature set, and we will continue to improve our software to exceed the ever-evolving demands of a modern hospitality venue. We are excited to soon be releasing a slick new in-service mobile app as well as significant improvements to the checkout journey, and a brand-new availability search on designmynight.com to help drive even more footfall to your venues. 

Across the whole of Collins Pay, Amex is responsible for just 6% of total transactions but attracts the highest level of fees. You do have the option to deactivate Amex cards through Collins Pay should you wish, and you can do this at any time by contacting our support team, your CSM, or your account manager.  

Thank you, Team Collins

Important: Restarting Dispute Process

Hi everyone 👋

We just wanted to update you on some recent changes to our processes regarding the disputes and/or chargebacks. A chargeback relates to a customer who has claimed through their bank, the charge which relates to a booking at your venue. This often results in a refund to the customer, if not contested. This new process will commence on Wednesday 1st June 2022.

Our aim is to work alongside you to contest and challenge any chargebacks or disputes and supply documented evidence in order that we can reject the claim. However, in the event that we are unable to supply these documents or lose the claim, we will, unfortunately, recharge you for the dispute through our invoicing process. There is a £15 administration charge which is levelled through the bank, which will also be passed on to you.

The process:
When we receive a dispute, we have a limited time (normally 30 days) to submit evidence to our payment provider who will decide whether the claim is valid. We will be contacting you to request evidence that will enable us to submit a defence. You may wish to independently contact the customer to ask them about raising the dispute, and if the claim is invalid or erroneous, suggest they contact their bank to cancel the claim. 

After 30 days, our payment provider will review the submitted evidence directly from the customer’s bank and will email us with a decision. If we have provided the necessary documentation to prove the claim is invalid, then all charges will be cancelled. However, should the dispute return as valid and the bank issue a chargeback, this will be passed onto you through our invoicing process. We will be invoicing you for the booking amount plus the £15 dispute fee we are charged by our payment provider.

Please get in touch with the team if you have any questions.

Love, Team Collins x

Are You Ready For The Calorie Labelling Regulations?

New government legislation coming in to force on 6th April 2022 will mean that businesses with 250 or more employees in the “out of home sector” in England will need to display calorie counts for food on their consumer facing menus.

To support you with this change, we have added new functionality to Access Collins which allows you to add calorie information to your pre-order items and customisation options, which will then be displayed on customer facing Collins pre-order menus.

Click here for a step by step guide on adding calorie information to your pre-order menus.

Click here for more information on the new legislation coming in to force on 6th April 2022.

Important: Changes To The Refund Process

Hey there 

We just wanted to let you know that we will be changing our Collins refund process on Wednesday 30th March 2022.

As you’re aware, for the last two years we have implemented a manual refund process whereby we invoiced you for the refund amount. We either triggered the refund on the same day if you were on DD or when the invoice was paid. We are now able to turn on auto refunds, the automatic process similar to the one we had pre-March 2020. 

New Auto Refund Process
All refunds actioned in Collins will automatically be refunded to the end-user (it will still take up to ten working days to reach the customer) but as soon as the refund button has been hit, the refund will be processed. 

As you have already had the funds (two working days after the customer has paid) we will reclaim the funds from you by automatically deducting the refund amount from your next Collins Pay transfer. If the refund is greater than the transfer it will be deducted from the next payment which is greater than the refund.

The automatic process is much easier and quicker for both you and us, but we do need a mutual agreement on a number of points:

  • As our customer, you will not cancel any direct debit agreements with ourselves.
  • If the value of refunds can’t be deducted from Pay payments within 30 days, then Access will invoice these costs.
  • Any refunds raised in error will no longer have the ability to cancel as they will already be automated – processing a refund is a two-step method, so please do reiterate to your team the importance of double-checking all refunds before confirming.
  • Please note we retain the right to reintroduce a manual process if required i.e. for another lockdown.
  • The change will take place on Wednesday 30th March, so you may still be invoiced on the 31st for refunds actioned in Collins on the 30th.

In terms of reconciling auto refunds, you can use both the Collins Pay payments report and the bank transfer report.

The bank transfers report: if you click on each date you will find the breakdown of each payment, view the DMN refs for payments and then deducted refunds’ DMN refs.

For more information about the payments and refunds, the Collins Pay payments report contains all activity. The refunds will have a credit date in column V. You can filter by this date to find all payments received minus refunds.

For more information about the Collins pay payment report please see our guide.

Love, Team Collins x

Important:Changes To Your Collins Pay Fees

Hope you’re well on this chilly winter’s day.

We just wanted to let you know that we’re having to make some important changes to your Collins Pay transaction fees. 

The Collins Pay transaction fee for American Express cards will be increasing, because the cost to us to provide this service has also increased.

  • This new rate will take effect from Thursday 9th December 2021.  
  • The rate for Amex cards will change from 2.9% to 3.28%.
  • As an example, this change would cost you an extra 38p for a transaction worth £100. 

More You Need To Know

Amex is responsible for only 5% of total transactions made through Collins Pay, this means 95% of transaction fees remain unchanged & the flat 15p per transaction fee will remain the same. You can see the volume of American Express transactions for your organisation using the card brand column on the Collins Pay Payments report.

You do have the option to deactivate Amex cards through Collins Pay, you can do this at any time by contacting our support team, your CSM, or your account manager.

If you would like to deactivate Amex cards before the rate change on Thursday 9th December, please complete this form by 5pm Wednesday 8th December 2021.

Love, Team Collins x

Collins Stability Issues: November 2021

DesignMyNight, Access Collins and our product development team would like to sincerely apologise for the recent performance issues that meant you were unable to access the system for a sustained period on the 18th.

We also want to acknowledge sign-in issues for Access Workspace users recently, please do refer to the separate communications sent to users affected by this.

Let’s Talk About Fixes We’ve Made & Monitoring

We’ve significantly increased our bookings search engine’s capacity following the incident and are further optimising our search engine architecture to improve performance.

Additionally, we have identified a small number of requests that have had a disproportionate impact on the overall speed of Collins and continue to work through improving response times by addressing these. This will remain our primary focus throughout the remainder of the festive period and beyond.

Your Bookings Continued To Come In

We are happy to confirm that incoming bookings were still being received throughout the affected time, and that no data loss occurred across partner widgets & DesignMyNight.com.

Looking Ahead To Christmas

We’re confident that not only will our software remain stable this Christmas (we continue with an uptime of 99.9% on the product, and implement a December code freeze), but that hospitality, and your business, is set to shine.

We want to let all customers know that we’re here, we’re open to talk, and we’re just as eager for December as you.

For any further support issues, please visit: https://access-support.force.com/Support

Love, Team Collins x

Reserve With Google: A November Update

Since the easing of Covid restrictions, we’ve been delighted to see the booking numbers in Collins rise as venues once again fill with the sound of clinking glasses and chatter over empty plates.

Here at Collins, we have a fantastic partner network to help you stand out against the competition and enable customers to find and book one of your venues easier than ever before. On DesignMyNight.com alone we have seen an incredible 280% increase in bookings through our website in 2021. That’s a lot of bums on seats and drinks in hands.

Collins <> Google

In an effort to help you maximise the bookings you can receive through our Google partnership, we have recently improved our Collins <> Google integration by adding an exciting new feature to enable you to prioritise what bookings are made through the platform.

Since we have made this update we have seen a 50% increase in bookings through the platform. We are recommending you check your booking type priorities in the coming days to ensure they are correct and meet your needs. Please follow the below guide on how to do this:

You’ll see a new ‘booking type priorities’ box in the booking type section of your Collins admin:



Once you have clicked on the button, you’ll be presented with a pop-up screen, where you can manage your booking type priorities:

The priorities set in the active column will be used anywhere the booking type is inferred in Collins, for example, LiveWait as well as Reserve with Google.

Dining Reservations Only

As Google only allow ‘dining’ reservations to be made through the platform, you will see a ‘G’ icon next to any booking types that can be made available on RwG. If the booking type is in the ‘active’ section and has a ‘G’ icon the booking type will be available through the Reserve with Google platform. If you have a booking type that you believe should have a ‘G’ icon but doesn’t (or vice versa) please contact our support team.

You can drag and drop the booking types from active to inactive and also change the order of the booking types.

The Reserve with Google platform will run off the same rules you have set up in Collins. The customer does not see Collins Booking Types when making a booking through the Google platform, instead, in the background Collins allocates the booking to be the best booking type based on the customers time, date, and party size selection, together with the Booking Type Priorities set in Collins.

The order will come into effect if your booking types have cross over times, for example, if your Breakfast booking type is available from 8am – 12pm and your Lunch booking type is set up to be available from 11:30am – 5pm, you may wish to set Lunch above breakfast in the order, as you have a higher value associated with Lunch bookings. This will mean any bookings made between 11:30-12pm the system will book this in as a Lunch booking.

Once you have made your updates, click the purple ‘update priorities’ button. This will save your changes for you.

Referral Invoices

Please remember we only ever invoice for completed bookings, but it is your responsibility to ensure Collins is up to date and that any no shows, cancelled bookings or anything else that keeps customers getting through your doors – is reflected in Collins. Have a look over this LINK on how to reject bookings, this LINK covers rejecting in bulk and here’s a handy LINK on filtering bookings.

Any questions, please contact support or your Customer Success Manager.

If you’re not on Reserve with Google, or taking bookings on DesignMyNight.com but would like to be, please contact your Account Manager.

Love, Team Collins x

IMP: Reserve With Google Update

We’ve improved our integration with Google and have added a new feature to enable you to prioritise what bookings are made through the platform.

In essence? We’re recommending you check your booking type priorities in the coming days to ensure they are correct and meet your needs. Please follow the below guide on how to do this:

You’ll see a new ‘booking type priorities’ box in the booking type section of your Collins admin.

Once you have clicked on the button, you’ll be presented with a pop-up screen, where you can manage your booking type priorities.

The priorities set in the active column will be used anywhere the booking type is inferred in Collins, for example LiveWait as well as Reserve with Google.

As Google only allow ‘dining’ reservations to be made through the platform, you will see a ‘G’ icon next to any booking types that can be made available on RwG. If the booking type is in the ‘active’ section and has a ‘G’ icon the booking type will be available through the Reserve with Google platform. If you have a booking type that you believe should have a ‘G’ icon but doesn’t (or vice versa) please contact our support team.

You can drag and drop the booking types from active to inactive and also change the order of the booking types.

The Reserve with Google platform will run off the same rules you have set up in Collins. The customer does not see Collins Booking Types when making a booking through the Google platform, instead, in the background Collins allocates the booking to be best booking type based on the customers time, date, and party size selection, together with the Booking Type Priorities set in Collins.

The order will come into effect if your booking types have cross over times, for example if your Breakfast booking type is available from 8am – 12pm and your Lunch booking type is set up to be available from 11:30am – 5pm, you may wish to set Lunch above breakfast in the order, as you have a higher value associated with Lunch bookings. This will mean any bookings made between 11:30-12pm the system will book this in as a Lunch booking.

Once you have made your updates, click the purple ‘update priorities’ button. This will save your changes for you.

Any questions, please contact support or your Customer Success Manager. If you are not on Reserve with Google but would like to be, please contact your Account Manager

Love Team Collins x

Don’t Forget! Your Menus On DesignMyNight

Taking bookings on DesignMyNight?

🍴

It’s crucial that you have recent menus on your listing in order to convert in to table bookings on our site, as these help our audience make their decisions quicker.

We recommend a quick scan of your venue pages to make sure you’re listing current menus as we head in to the busiest season of the year.

Taking brunch bookings? Add those midday menus.

Christmas bookings? Show our audience the options you’ve put together for diners this year.

Drinks menus? Absolutely add those too.

And if you’re still not listed to take bookings on DesignMyNight? Let’s help you out.

With over 70 million page views a year (across more than 20 UK & Australian sites), not having a public listing means you’re missing out on all important marketing, and table bookings combined.

Our CSM team are on hand to help you learn more about their services, getting listed and getting public on DesignMyNight, including the benefits around our marketing options (don’t forget to ask us about those) and taking bookings on our site. Feel free to email them on am@designmynight.com for more information.