Under PSD2, we use an authentication solution called 3D Secure.

PSD2 includes SCA (strong customer authentication) requirements which officially go into effect at the end of 2020—however, some banks will enforce SCA sooner. For more information on SCA requirements and which payments/countries will be affected, check out Stripe’s information about the SCA deadline.

How it works

If 3D Secure isn’t required by the guest’s bank, payments will be processed normally. If they do need extra verification then the following will happen:

  1. A payment is triggered (automatically or manually, it doesn’t matter which).
  2. You’ll see a message that tells you that the guest's bank requires verification.
    The status of a payment that is pending confirmation from the guest is always Verifying. Note: You can move verifying payments to open bills, but you can't close that bill until the payment has verified.
  3. The guest receives a verification email from Mews. If the guest can't find the email, click three dots and then ✉️ Resend email.
  4. The guest verifies the payment.
  5. The payment is processed.
  6. The status of the payment will change to Verified.

Note: 24 hours after the verification email is sent, the link expires and you'll have to recreate the payment. The status of the payment will change from Verifying to Canceled if a guest doesn't verify the payment before the email expires.

Exemptions

According to recent SCA regulation updates, we can now process all third party payments (payments from OTAs) as MOTO (mail order/telephone order) payments. MOTO payments are applicable for an exemption from 3D Secure verification—ultimately, however, that decision lies with the cardholder's bank.

  1. Guest makes a payment through an OTA.
  2. Our payment providers process the payment, and request an exemption from the cardholder's issuing bank.
    -If the bank declines the exemption, no worries, your customer will just have to verify their payment (the same as before).
    -If the bank accepts the exemption, the payment will go through without verification, as will all subsequent payments made with that card.

Our recommendations to you

To make sure you don't miss any payments that are verified or canceled (if the verification email expires before the guest confirms the payment), we recommend you do the following whenever one receptionist hands over to another for a new shift.

Check payments that still need to be verified

  1. Go to Main menu > Finance > Payment report.
  2. Run the report with the following filters: Under Start and End, enter the start and end time of the shift that's closing. Under Status, select Verifying.Under Options, select 3D Secure.

You'll see a list of all the payments that still need to be verified by the guest (but the verification code has not yet expired). Either wait for payment or reach out to the guest.

Check payments that weren't verified in time

  1. Go to Main menu > Finance > Payment report.
  2. Run the report with the following filters:
    Under Start and End, enter the start and end time of the shift that's closing. Under Status, select Canceled. Under Options, select 3D Secure.

You'll see a list of all the payments that were canceled because the guest didn't verify the payment before the verification email expired. Recreate the payment, and reach out to the guest.

Check verified payments on open bills

  1. Go to Main menu > Finance > Accounting ledger.
  2. Run the report with the following filters: Under Mode, select Detailed. Under Type, select Guest ledger. Under Group by, select Customer.
  3. Under the General ledger column, find a bill with a balance of "0".
  4. Click on the name of the customer.
  5. Click Close.
  6. Repeat steps 1-5 until all balanced bills are closed.
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