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Accomodation
FAQs
Disbursements
Accomodation
Transactions
Chargebacks
Disbursements
My Account
Know Your Customer (KYC) Verification
About Kovena
Terms and Conditions
Partner
Outages
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FAQs
Accomodation
FAQs
Disbursements
Accomodation
Transactions
Chargebacks
Disbursements
My Account
Know Your Customer (KYC) Verification
About Kovena
Terms and Conditions
Partner
Outages
Accomodation
Transactions
What do I do if I receive an error message “Transaction Declined, contact your Upstream Bank”?
Can I add a surcharge to my payments?
Is there a process to detect the input of a stolen credit card?
What happens if a guest is offered a travel credit to use at a future date?
Do I still need to set reminders to manually charge a guest’s card at the time a deposit is due?
Do I have to use the automated payment feature?
How can I process refunds?
Can I charge walk-ins?
Can I charge virtual credit cards?
Does the customer get a notification when they are charged?
What is the Void feature and how it works
If the property refunds a guest’s card, what is the process and what additional charges are incurred?
What happens if a card payment is declined? How does the hotel operator get notified?
What is 3D Secure or 3DS?
How to Operate the Kovena Virtual Terminal
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Chargebacks
How to prevent chargebacks
What is a chargeback?
How much will my hotel be charged if there is a chargeback?
How does Kovena help reduce the amount of chargebacks I incur?
How does Kovena help prevent chargebacks?
The background of chargebacks
Top Reasons for Chargebacks
The biggest misconception when it comes to Chargebacks
How can Kovena help with the chargebacks?
How can a hotel make their business chargeback proof?
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Disbursements
Do I get a notification when funds are disbursed?
Kovena Transaction and Disbursement Reports
Hotel Link Pay (HLP) Transaction and Disbursement Reports
What Exchange Rate does Kovena use?
Where do I find the disbursement breakdown with the booking ID?
How do I change my disbursement / payout settings (frequency, timing, currency, etc.)?
When do I get paid?
Is there a transfer fee to receive the funds?
How often can an accommodation disburse funds into their bank account?
How long does it take an accommodation to receive their money?
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My Account
My company has more than one hotel that we own and operate. Do we need to have separate merchant accounts for each hotel?
How does Kovena align with my cancellation policy?
How long does it take to get an account active?
How can an accommodation sign up?
What retail fees do you charge accommodations?
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Know Your Customer (KYC) Verification
What are the steps to complete the KYC verification?
Who can sign and complete the KYC (MVSI) form?
Is the KYC verification mandatory?
What is the Know Your Customer (KYC) verification?
About Kovena
Does Kovena help me charge no-shows?
Can an accommodation use Kovena alongside another service provider, giving travellers a choice?
Does Kovena provide 3-D Secure (two-factor authentication)?
What are the payment types that Kovena accepts?
What type of reporting does Kovena provide?
Which countries do you service?
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Terms and Conditions
Can I upgrade my rate?
How do I cancel the service?
What is the process if a payment is subsequently reported/detected as being transacted on a stolen card?
What do I need to supply in order to get an account?
Do I have to put down a deposit in order to get an account?
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