Collins Security – Protecting you and your customers!

Recent news has highlighted that fraudsters are impersonating bookings software providers, targeting venues and asking for booking details. Hospitality has experienced similar scams in the past and we want to reiterate a few points that will keep you and your customers safe.

A member of the Access Collins/ DesignMyNight team will never;
– Contact you out of the blue asking for booking or customer details
– Ask for your Access Collins password

If you find yourself being asked to part with this information please take a moment to stop and think. Not parting with information will help keep your business and customer’s details safe. If you are in any doubt whether you are speaking to a member of the Access Collins team, STOP. Please reject the request and contact us through our support portal.

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

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

Let’s get Collins ready for Freedom Day

Hey folks,

With ‘Freedom Day’ fast approaching we wanted to make you aware of key guides from our Knowledge Base that will help you update your Collins software in preparation.

Trust us. We’re just as excited as you are to get back to full capacity.

Love,
Team Collins x

Collins Security – Protecting you and your customers!

In October 2020 we were informed of fraudsters impersonating bookings software providers, including Access Collins, who were targeting venues and asking for booking details. We have had notifications around a similar scam and want to reiterate a few points that will keep you and your customers safe!

A member of the Access Collins/ DesignMyNight team will never;
– Contact you out of the blue asking for booking or customer details
– Ask for your Access Collins password

If you find yourself being asked to part with this information please take a moment to stop and think. Not parting with information will help keep your business and customer’s details safe. If you are in any doubt whether you are speaking to a member of the Access Collins team, STOP. It’s ok to reject the request and contact us through our support portal.

A message for all Design My Nights booking partners!

Our finance team are sprucing up their referrals billing method and wanted to send out an update of the process!

Our team export out all your Completed referral bookings on the 8th of each month, for the prior month. This means you have from the 1st-7th to ensure all bookings are up to date.

Please note, Completed. We will only bill you for the reservations in your system that are marked as complete, however, it is your responsibility to ensure that any no shows, cancelled bookings or anything else that keeps customers getting through your doors – is reflected in your Collins bookings. Give 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.

For November we will only be billing bookings for the 1st-4th so please ensure you have updated any rejected bookings for these dates!