Stayntouch Pay FAQs

MARKETS SUPPORTED

Stayntouch Pay supports customers located in Europe*, United States, Canada, Australia, and Singapore.

*Europe = Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Liechtenstein, Luxembourg, Lithuania, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom.

PAYOUT STRUCTURE

The payout structure for all merchant accounts on Stayntouch Pay adhere to a transaction + 2 business day schedule. This means 2 business days after the transaction has been processed, funds will be paid out.

Please note that the costs of the transactions will be deducted from each batch of payouts.

Please find an overview of when payouts will occur below.

PRICING

Available Payment Types:
- PayByLink
- Direct Payments
- PayPal
- AliPay
- Apple Pay
- Google Pay
- Samsung Pay
EMV Terminal Specifications:
- For model and connection type, please refer to this link.
EMV Terminal Offer:
- One time purchase. Please refer to this link for pricing.
Fees:
- Non-EWR Transactions: No applied fees.
- Non-Secure Transaction (If 3D Secure isn’t used): 3D Secure will be charged per transaction whenever this is used.
- Late Transaction (Normally for all transactions purchased but delivered later than 48 hours): No fee per transaction.
- Authorization: Just the processing fee is charged.
  - Pre-Authorization
  - Integrity
  - Final Authorization
- Disagio E-Commerce & Disagio Card Present: Disagio is the same for eCommerce and POS.
- Payment Request Fee: The transaction fee is based on any payment or refund that you process.
- Risk Service Fee: The risk service fee is based on our premium risk service that we use to protect your transactions. It is on by default and has a set of rules specifically for hospitality.
- Authentication Service Fee: The authentication fee is specifically for specific web-based credit card transactions—in our case only applicable for transactions that either use our Stayntouch Internet Booking Engine, or that come through a Stayntouch payment link.
- Direct Currency Conversion (DCC)
  - Does Stayntouch Pay support business for both DCC (Direct Currency Conversion) and non-DCC cards?
    - Yes
  - What is the percent kickback for DCC (Direct Currency Conversion) transactions?
    - None
  - Difference for customers, business versus individual?
    - None
- Can hotels access the Adyen API endpoint, since they have some proprietary systems?
  - Not via Stayntouch Pay. You will need to use Adyen directly.
PayByLink:
- Which customers will receive the payment link?
  - The payment link will go on every confirmation email for guests that haven’t paid a deposit
- What type of process is there in terms of strong authentication when guests use the payment link? Are Virtual Credit Cards (VCC) exempted from this?
  - Payments via our IBE and payment links have strong customer authentication, when 3DS applies (for both hotels and guests from the European Economic Area (EEA)). Mail Order/Telephone Order, Merchant Initiated Transactions (top-ups, etc.), and B2B (including VCCs) are exempted.
- Can hotels also create QR codes?
  - No, this is a future development.
- Do guests get a receipt when they pay via payment link?
  - Yes, via email.
- What will the follow-up on payment links look like? How will you be able to follow up on who paid and who didn’t? Will hotels be notified of payment failures?
  - Payment failures will not be reported. Only successful payments will show on the Bill & Charges screen.
- Do you have a full flow from start to finish? From receiving the link to confirming payment/receipt? We want to see the URL and see whether there are authenticity marks, since guests are concerned with fraudulent websites.
  - The email with the link is up to the hotel. When a guest clicks the link, we show as much information as possible, so the guest is sure they pay the hotel. See example below.

For all pricing questions, please contact sales@stayntouch.com or your Stayntouch Sales Executive.

Here are further details on your Stayntouch Pay Essentials Portal, your onboarding process, and Stayntouch Pay invoicing.

For further information about Know Your Customer and the Onboarding Assessment Form, please see this article.