General Help and Questions

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Hi Paul,

Did you get my email regarding above?

Awesome, thanks

You used to have to edit HTML, but we added a button to the editor so you can upload a photo right into a template.

Click that "upload image/file" button (see screenshot). If it's an image, it'll embed the photo right in. If it's a file, like a PDF say, you'll get a link to it.

Is the a way to insert a small owner photo into a welcome email? I know there is a was to embed photos, but that is editing email HTML, any simpler way?

No, I was referring to “review request...” and other places, where I can’t seem to skip a line.

Font sizes changed after an edit was changed on that line or line before.

Dear Melissa,

Again, thank you for renting our vacation rental property!

The entire reserved amount of $250.00 has been released.

Owners generally hate to inconvenience their past guests with reviews. However, reviews are VERY important in our industry. It gives potential renters a look at what others who have stayed there say about the place and the owner they are considering renting. It gives them more comfort in reading the reviews. Unfortunately, there are many scam artists out there that rip people off. Your review may put guests at ease, a little more.

To make it easier, I thought I might just include the link ...
Review request for Melissa McIntosh. <<<< ———— can’t skip line

A letter will be sent to you, after you enter your review in the Guest Book, for your approval. Please look out for the letter so that your entry goes through and doesn't get stuck in the SPAM FOLDER. They are probably validating that your email is an actual email address.

Please mention the condition of the house, cleanliness, location and how I was as the owner, along with anything else you would like to include. Please do not include the property address. A couple of lines is perfectly fine. :)

I understand that sometimes people might feel pressure as to what to write. Thus, I greatly appreciate your time in helping me build my guestbook! The number of reviews also may raise me up the listing chart. :)

Please help me go up the ladder in the listing placement. <<<< ——- can’t change font to be same as above. I made a change and everything from that point changed into a larger size font.

* If you would like to reserve again for a future visit, please remember my contact information below. <<<<< —- can’t skip line
Sincerely, Claudia
(201) 214-1582
cp9293@aol.com

http://www.BeachToSlopes.com. <<<< —— changed to a smaller font size than all of above.

"In God We Trust"


Join me on my Facebook Page for Discounts and updates...
http://www.facebook.com/PoconoMountainsTownhouse.Camelback
http://www.facebook.com/HiltonHeadIslandVilla

Hi cp9293,

I took a look at your account. I believe you're referring to this part of your template (where my arrow is)

That area is showing empty space because on most bookings there are no security deposit "comments" for the release since nothing was collected. That's why it is showing an empty line there.

Is that what you're referring to?

Hi Barbara,

Sorry for the confusion. There is a new "direct" channel option for TripAdvisor now. I just noticed that the tile isn't showing, because we were working with a limited beta group for awhile, but you can start the process by using this direct link:

https://app.ownerrez.com/settings/channels/edit?listingSiteType=TripAdvisor

That will get you connected. Keep in mind that TripAdvisor must approve you first as a "PM" and convert your account over. Look at the Instructions tab after creating the channel and follow what it says.

The "synced" channels for TripAdvisor an FlipKey are basically calendar import/exports and ways of mapping your property IDs so that when we get email inquiries, we know what property in OR it goes with.

Direct and synced channels are two different things. The direct channels are where our servers have a certified partner-level integration with the channel and talk directly with their database under the covers.

Now, on Channel Bridge...

Channel Bridge is a tool we created that helps users quickly "bring over" booking data from VRBO and Airbnb after the booking is imported from the VRBO/Airbnb calendar. Instead of having a "shell booking" in OwnerRez with just a guest name and blocked-off dates, you can use Channel Bridge to fully flesh out the guest contact info, charges, payments, fees and more, and in a much faster way. Here is an overview support article about Channel Bridge:

https://www.ownerrez.com/support/articles/channel-bridge

And then read this about how to install it:

https://www.ownerrez.com/support/articles/channel-bridge-install

We are constantly adding more support to this and our goal is to surface buttons inside of OwnerRez directly so that you the Channel Bridge functionality will happen automatically. Bookings will update several times per day with you having to press the Channel Bridge buttons.

Pro tip: If you run Channel Bridge to bring in information for a booking that already had charges/payments entered in VRBO, make sure to use the "overwrite" option when importing from Channel Bridge.

Hi Ross,

You can customize an email template (Settings > Email Templates > Create Custom Booking Template) to say anything you want and then use a trigger to send it [x] days after departure.

Here's an example template:

https://www.ownerrez.com/support/articles/post-stay-email

Any time I make changes to the template for Security Deposit release, a few things happen...

- font changes
- font size changes
- no space between paragraphs. Doesn’t matter how many times I go back and try to fix it.
- I can’t get to the top part (don’t know what it is called) to be able to change the font size. “Copy, Cut....” is in the way.

Please help. Email goes out unprofessional. I change these things manually before I send email, but still goes out incorrect.

Thanks!

I wanted to test these out during the free period so am trying to figure it out..

When I went in to "Settings"-->"Channels" i already had a TripAdvisor one set up (perhaps I did it in the past & didn't recall)? It doesn't have my TripAdvisor ID in it though (which I have) & won't allow me to add it. [Note: I was actually originally a FlipKey PPB lister & all got changed to TripAdvisor, altho I note that there is still the option to add a FlipKey channel -- should I do that instead of TripAdvisor?]

I added AirBNB & HomeAway channels & also the listing numbers for my properties. When I am in the AirBNB or HomeAway channel, there is a clickable button (upper right) that says "Channel Bridge Import". What happens if I click that? I don't want to change anything on my AirBNB/HomeAway listings by accident.

Thank you,
Barb

I looked around a little, can't seem to find the following...

Is there (where is it?) a Thank You email template? As in thanking them for staying, mentioning our website, nice request for review, maybe chance to book or refer others in the future (with a discount), etc?

Email is an asynchronous "best effort" process. It's not an actual send/receive from you to the recipient but more like a game of telephone played between your ISP to server to server to server to the recipient's ISP and finally into their mailbox. Usually an email is received in a matter of seconds or minutes, but it's not unheard of to see delays of hours or even days depending on servers in the middle.

You can always see email we send immediately in the Emails tab of OwnerRez -- that shows all emails in or out of the system. If you check there, you don't have to wait for it to show up in your or the guest's inbox.

I see about a 15 minute delay from when I sent an email through ownerrez to when I actually get it into my mailbox.
That can't be right. Email should be practically instant.

In the US Stripe refunds everything but 30 cents

Damn! OK, well keep us posted on how that goes.

The processor support is tougher because of the currency requirements, and most of our processors are US based. Two things on processors integration...

#1 - A lot of processors that we don't integrate with directly can give you an Authorize.net or eProcessingNetwork gateway that we do integrate with. They may have their own gateway that they like to use by default, but they can set you up on an alternate gateway that we do support. Worth an ask at least.

#2 - We do sometimes add additional integrations. It's a decent amount of work, though, so we want to make sure that the processor supports the features we need, the API is fairly straightforward, and there will be a good amount of demand from other OwnerRez users.

Even stiffer where I am, at 3.6%, Chris.

I queried this early on in our short business relationship with Stripe, and a CS rep misinformed me that it would not be due on refunds.

Now when I go back to them with that, the reaction is to point us to the small print "stated on our website" blah blah.

I am pushing back, and whatever happens I foresee a new payment processor in the near future.

If a processor is not in the OR supported list, is it impossible to integrate them?

Any plans to add Square in the future?

This depends on the processor. Most of them return at least the % fee on a refund.

Stripe used to always return fees on refunds, but in September 2017 they decided to change that. So if you have a Stripe account that signed up before September 2017 they'll return fees on refunds. After that and they won't. It's pretty standard to not refund the .30 per transaction flat fee, but I'm not sure why they would keep the entire 3% -- that's pretty stiff on a larger transaction. That's the default policy -- I've heard of some larger volume accounts getting that waived, but you'd have to contact Stripe support to see if there's anything they can do.

This is now fixed :-)

Awesome! And just checked! Works great now! Thank you!!

This is now fixed. How's it look on your end?

Yes, disable is the answer. When different entities reference each other in the system (eg. a booking charge references a surcharge) then it can't be deleted. But disabling it will make it disappear off the surcharges grid.

Hi. Is there a way I can delete an item off of there? It says I can’t do it because being used. However, if it was used, it has passed. No future bookings is using that item. Can I cancel, if nothing is outstanding?

Thanks!

* Disable is the answer?

Great! Thank you!

Thank you Paul :)!!!

Hi Kristine,

Thanks for the continued feedback and details. We have identified a programmatic solution to this that should refresh the height when the date selector opens, however that won't be out right away. We need to work on that and test it to see if that works. This has been escalated to the dev team.

Is it common for processors to claim their commission even on refunded transactions?

It seems Stripe is now telling us they do precisely that.

If it turns out to be factual, they will soon cease to be our payment processor.

As we are based in Japan, our choice is limited to a certain extent. However, I can hear PayPal Payments Pro calling.

Other ideas will be gratefully received.

Thanks Paul!

Hi K&T,

Currently, it's a manual release, but we have long desired to add an automatic rule so that you can specify that "after [x] days" it just happens automatically. That's high on the list of things to add for security deposit holds.

Hi Claudia,

Once you fill in your property data in OwnerRez (for instance, property > photos, amenities, descriptions and so on) that information is automatically picked up by the Hosted Website feature. That's the beauty and powerful of the Hosted Website. It automatically picks up and uses the property listing content, rates, rules, etc that are already in your account. There is nothing you need to copy/paste for that to work. It's automatic.

No, the URL there is just a general field for other display purposes. Go to Settings > Hosted Websites and create a site. There are a lot of settings but just fill in what makes sense and then use the staging/testing URL we give you to start seeing how it looks live. As you change and fill in your property data, the site will automatically pick up those changes and build out the site template that is shown live.