I am only posting this here, because I would like to call attention to this bug in the way our guests are able to see and acess information, it is confusing to guests, and creates frustration when links and buttons do not work, if they are not ment to work, them please dont have them showing.
This is the reply and explanation I received from OR, and I understand it and will make the adjstment needed to make the work around work, however, either make the manual instructions show, or remove the button.
The Issue
When a guest selects a manual payment option (like your "Heritage Bank" custom payment method) on the payment form, the instructions you configured are not displayed on that screen. This is actually the current design of how OwnerRez handles manual payment methods.
How Manual Payments Currently Work
According to the OwnerRez system design:
During Quote/Booking Checkout: When guests go through the initial booking process, they can see and select manual payment options (Check or Custom Instructions), and the instructions ARE displayed during that checkout flow. Quote and Booking Reservation Process > Step 4: Make Payment
On Payment Reminder Links: However, when you send a payment reminder link (like the one you sent to your guest), the payment form shows available payment methods but does not display the custom instructions when a manual option is selected. This appears to be a limitation of the payment reminder form. Custom Payment Options > Configuring a Custom payment option
Recommended Solutions
Option 1: Include Instructions in the Email When sending payment reminder emails, include the bank transfer instructions directly in the email body itself. You can customize the "Send Payment Reminder to Guest" email template to include your Heritage Bank payment details.
Option 2: Use the Request Payment Feature Instead of sending the standard payment reminder, use the "Request Payment from Guest" feature: 1. Go to the Booking > Transactions tab 2. Click Payments dropdown > "Request Payment from Guest" 3. In the "Additional instructions or notes" field, include your Heritage Bank payment details 4. This allows you to add context-specific payment instructions
Collect Payments Manually > Request Payment from Guest
Option 3: Record Payment Manually Once the guest contacts you asking how to pay, provide them with the Heritage Bank details directly via email or phone, then manually record the payment when received: 1. Go to Booking > Transactions > Payments > Record Payment 2. Select the appropriate payment method and amount
Custom Payment Options > Recording Payments
Why This Happens
The payment instructions you configured in Settings > Payment Methods are primarily designed to be shown during the initial booking/checkout process, not necessarily on every payment form link. This is a known limitation of how payment reminder links currently function.
Thanks
Hey Nina,
I attempted to send a manual payment link in my testing account with custom payment methods configured, and I see what you mean. The buttons are not working at all for me.
This is definitely a bug report, and I've alerted our engineers. With that, I will close this request. We're investigating and will get this fixed as soon as possible.
