本文將協助你找出YCS財務頁面的電子支付管理自助服務 (ePass) 部分中的超額扣款或出現負數餘額的原因。

什麼是超額扣款?

當合作夥伴向Agoda收取的費用超過賬單金額時,即構成超額扣款,Agoda將會啟動程序去收回超出的金額。

超額扣款包括 (但不僅限於):

  • 取消/修改預訂(外部政策)若你在顧客入住日期前進行收款,並透過Agoda UPC收款,而其後顧客取消或修改了預訂,超額扣款的情況就會出現,因此Agoda必須收回這筆款項。
  • 取消/修改預訂(內部政策)若你同意為不可退款的訂單的退款,亦有可能產生超額扣款。
  • 其他:詐騙、強制性扣款、手動輸入錯誤等。

只有賬單金額大於0的預訂批次方可進行處理。

請前往YCS>>財務>>當前交易頁面

如果提交訂單金額低於0的請求,頁面底部的交易更改就會出現錯誤訊息。

合作夥伴亦可能會看到我們的財務團隊手動調整超額扣款。原因可能是以下其中一項:

  • 超額扣款與多種貨幣交易有關
  • 訂單的稅率已過期
  • 取消政策經過修改
  • 當一筆已取消未有入住 (No show)的訂單已全額扣款,但訂單狀態在YCS尚未更新

若你最近由其他收款方式轉為使用ePass (電匯、e-Card、ePass UPC(UPC+)或PayPal) ,而且因系統限制在轉用過程中遇到錯誤,我們的財務團隊將會作出調整,以顯示該缺少的餘額。你可在下個收款批次看到這筆款項。

如何查看超額扣款資訊?

當訂單狀態變更時,你可能會收到修改後的入住憑證。你亦可以前往YCS>>訂單>>預訂情況>>預訂編號:XXX 檢視其他狀態變更。訂單狀態將以預訂編號上的三種字體顏色其中一種表示,例子如下:

當訂單狀態變為已取消未有入住時,你的可扣款金額將會根據取消政策設定更新。

如果訂單在YCS更新訂單狀態之前已扣款,Agoda可能會透過發出負數扣款金額,以重新平衡超額扣款的金額。

如果合作夥伴:

未使用ePass

  • 我們的財務團隊會聯絡你,並會在系統中作出手動修改,以消除超額扣款的金額;或者若你使用UPC作為收款方式,我們會修改UPC批次,或發出新的UPC以作扣款。

使用ePass

  1. 前往YCS>>財務>> 全部交易
  2. 搜尋預訂交易 (可根據入住日期、退房日期或預訂日期搜尋) 並點擊搜尋。
  3. 搜尋相應的預訂編號。當你發現該預訂編號下有多於一筆的金額,且其中一筆為負數的話,就代表Agoda已調整金額。按此了解如何查看過往收款記錄。

Agoda如何收回超額扣款?

UPC

  • Agoda每逢星期一會向有超額扣款的合作夥伴發送電郵,列明相應預訂的超額扣款報告及發票。
  • 發票會要求合作夥伴將超收的訂單款項退回至收款時所使用的同一張UPC。
  • 合作夥伴須於2週內完成退款,以免遭Agoda扣回款項。

ePass UPC

  • 只有當超額扣款在ePass中放置超過60天時,才可提出收款要求。
  • Agoda每逢星期一會向有超額扣款的合作夥伴發送電郵,列明相應預訂的超額扣款報告及發票。
  • 發票會要求合作夥伴將超收的訂單款項退回至收款時所使用的同一張UPC。
  • 合作夥伴須於2週內完成退款,以免遭Agoda扣回款項。

無論是哪種情況,我們都建議你回覆原始電郵,或電郵至 Collections@agoda.com

下一步會怎樣?

如果超收的款項未退還至Agoda

當你收到銀行的退款要求後,請電郵至AC-Chargeback@agoda.com聯絡我們。

請注意,退款流程需時,亦會對Agoda及合作夥伴住宿雙方產生成本。若爭議個案增加,解決問題的所需時間及所涉成本亦會增加。我們強烈鼓勵合作夥伴謹慎管理超額扣款,以節省雙方時間及成本。

如何繼續收款流程?

若合作夥伴有負數餘額:  

  1. 提交有關預訂批次,讓餘額變回正數。
  2. 有時候可能會出現批次扣減負數金額,但整體餘額仍為負數的情況。

在以下示例中,

  • 由於餘額仍為負數,因此不會發出UPC。
  • 你可看到有關批次並未完全消除未結清餘額的例子。

消除此負數餘額後,你可按照一般流程向將來的訂單扣款。

在以下示例中,你可看到消除負數餘額的例子。

常見問答

1. .我住宿使用ePass,我可否透過銀行轉賬繳付超額扣款金額,並在YCS >> 財務 >> 當前交易頁面中移除負數金額?

由於系統限制,你必須透過相同的付款方式重新平衡超額扣款的金額。

2.我有負數餘額,但我沒有發現以上提到的問題。

聯絡我們以取得進一步協助。

3. 退款流程 (Chargeback) 啟動後,Agoda可以取消嗎?

我們無法選擇取消。退款流程一旦啟動後,Agoda將會在一至兩天內收回款項。

4. 我收到了退款要求,但超額扣款已透過ePass收回,該怎麼辦?

此情況的發生機率較低,有可能是你在扣款要求提出前剛好收到了一筆預訂,且該筆預訂抵消了超額扣款的費用 (因時間差造成);或因資料問題而導致Agoda重複扣款。若發生上述情形,有兩種解決方案:

聯絡我們

還是需要我們協助解決疑難?透過YCS的「需要幫手?」按鈕,或以其他方式聯絡我們。

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