Direct Booking payouts are handled and displayed differently based on your Direct Plan. Properties can only be set to one payout method at a time, but payout methods can be shared across all of your properties. We hope to be able to offer a split pay solution for Direct Premium users very soon.
Direct Basic
Once a guest pays, the payment is sent straight to your assigned Stripe account. The payout amount is equivalent to the guest payment. A 1% service will apply to all users except ones that are on Legacy.
Direct Premium
You can monitor the total of payouts already completed and the upcoming ones.
Item | Definition |
Upcoming Payouts | Shows current balance based on connected Payout method, may be filtered to show balance for a specific balance account. Shows differently for Premium and Basic, more info is below. |
Paid | The amount that has been paid out to the user within the last 30 days. |
Scheduled | Shows the payouts that are scheduled to be paid in the next 30 days. |
Filter | Allows you to filter Payout Date, Payout Method, and Payout Status. |
Status | May show Settled (Paid), Scheduled and Failed. These statuses are reflected from Direct Nova Reservation Page and can be edited there too. |
Payout Date | Reflects the actual payout date. If an additional payout happens after check-in the payout date reflected is changed but full information will be shown on the actual booking details on each row. |
Property | Shows the Property's public name. Opening the caret ⌄ will show the event details of each transaction on this section |
Payout Method | Shows the payout method associated to a booking. In debug mode, a link to go to the actual payout method is available. |
Reservation Code | Shows the booking it is associated to and is a clickable link to the actual booking. |
Amount | Shows the actual amount paid out on the booking, may show more than the initial booking cost or a negative value in some rare cases. |
You may add or edit the properties associated to a payout method but it will only apply to upcoming bookings. Each booking is linked to a payout method at the time of booking. Changes to payout methods for a property only apply to reservations created after the update. For example, if a new payout method is added on April 8 but a booking was made on February 10, the payout for that booking would still follow the previously assigned payout method. If you need to have the payout sent to a newly added payout method or a new bank account, reach out to us through the help center or email us at [email protected] before the scheduled payout date. If payout discrepancies or failures arise, verify that your payout method is configured correctly and monitor for settled statuses in the system.
Failed Payouts
On some occasions, your payout may fail, we will send you an email to reach out to us when it does so we can assist in completing its process. Below are the most common reasons of failure and how to correct them. Payouts are automatically rerun as soon as updates to the account has been done.
Unverified Payout Method
The system allows you to receive bookings and collect payments on an unverified payout method but requires one to be verified to be successfully paid out. Check Settings>Payout Methods and complete verification.Invalid/Closed Bank Account
If the bank account linked to a payout method is closed or is wrong, payouts will be returned and rescheduled. To correct this, reach out to support so we can assist in updating your bank account. If a new payout method is already added, we need to manually run transfers in between payout methods to process it successfully.Insufficient Balance
For last-minute bookings, payouts may not be processed 24 hours after check-in as the balance is not yet processed. This is normal and should automatically rerun once payment is successfully processed.
On some rare cases, when refunds are processed after payout, for whatever reason, these amounts are deducted from upcoming bookings and need to be manually deducted on the backend to reflect correctly and successfully rerun the payout less the refund previously made.
If your payout remains failed, reach out to us so we can review and assist in completing your payout.