Back in March when venues were forced to close we took the decision to deactivate Collins Pay for anyone using our Stripe Account. We did this to bring in a new refund process and to reconcile each account. In preparation for venues opening again, please let your account manager know if you would like Collins Pay re-activated.  

Reminder of the new refund process – As the original payment would have already been transferred to you (payments work on 3 day cycle), the refund amount will need to be credited back to us before we can complete the refund to your customer. When you action refund in Collins this will not immediately trigger the refund to the customer. We will reconcile any refunds you make in Collins and invoice the next working day. If you are on Direct Debit, the payment will be collected 2 days later. If you are not on Direct Debit the invoice will need to be settled in two working days. As soon as the invoice is settled, we can release the refund to your customer. We reserve the right to deactivate Collins Pay or offset Collins Pay payments against any unpaid invoices.

Update on Corporate card fees – Stripe have recently updated the transaction fees for using corporate cards and so we have needed to review our processes in order to offset the increased charges we now incur. If the customer chooses to use a corporate card they will be notified that there is an additional £1.50 fee, they can choose whether to accept and continue or to use a different card (the end customer pays this additional £1.50 fee, there will be no additional cost to you other than the usual card transaction fee).

Any questions, please contact your Collins Account Manager.

Thanks

Team Collins x