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Settlement (platform)

What it does

Section titled “What it does”

Settlement controls where a guest’s online payment goes first. For each hotel you choose Upstay collects first (guests pay Upstay, and Upstay pays the hotel what it is owed, less commission, on the payout run) or Direct payout (Razorpay Route) (the hotel’s share splits off at payment and is held until 2 days after checkout). The Settlement page has three tabs: Held payouts, Bank account changes and Handling charge.

Who can use it

Section titled “Who can use it”

Upstay operators who can see the Money area.

Where to find it

Section titled “Where to find it”

Settlement under Money in the rail. For one hotel, open its hotel file and click the Settlement (or Money) tab.

How to set a hotel to Direct payout

Section titled “How to set a hotel to Direct payout”
  1. Open the hotel file → Settlement.
  2. Under Razorpay linked account, click Paste an acc_ id and click Save account id, or Create from KYC, fill in the hotel’s details and click Create linked account.
  3. Click Send bank details and enter the account number, IFSC and Name on the account. Bank details typed here go to Razorpay only.
  4. Click Refresh status until it reads activated.
  5. Under How this hotel is paid, choose Direct payout (Razorpay Route).

Until Razorpay activates the account, the hotel keeps behaving as Upstay collects first.

How to release, hold or reverse a held payout

Section titled “How to release, hold or reverse a held payout”
  1. Open Settlement → Held payouts and pick Held, Pending, Released, Reversed or Failed.
  2. Pick a payout. Under Decide, click Release now, Hold longer (then pick Hold until) or Reverse to Upstay.
  3. Write Why (at least 5 characters, recorded in Activity), then confirm.

A payout releases by itself 2 days after the guest checks out. If the stay was cancelled it is never released by itself: release it only if the hotel is owed it, otherwise reverse it to Upstay.

How to check a hotel’s new bank account

Section titled “How to check a hotel’s new bank account”

When a hotel asks to be paid into a different account, it appears on Bank account changes with what it asked for and the account on file now.

  1. Click Open cheque to see the cancelled cheque the hotel uploaded.
  2. Click Show full numbers to see the full new and current account numbers.
  3. Check that the cheque’s account number, IFSC and name match.
  4. Click Approve to pay the hotel into the new account from now on, or Reject, write Why (the hotel sees this), and click Send rejection.

Opening the cheque and showing the numbers can ask you to confirm it is you; both, and each decision, are recorded in Activity.

How to set the payment handling charge

Section titled “How to set the payment handling charge”
  1. Open Settlement → Handling charge.
  2. Switch on Add the gateway fee to the guest’s total, set Fee (%) and GST on the fee (%), then click Save.

Tips & good to know

Section titled “Tips & good to know”
  • The handling charge covers Razorpay’s fee so neither Upstay nor the hotel pays it. Guests see it as its own line before they pay.
  • A reason is required for every release, hold and reverse, and each one is recorded in Activity.

Troubleshooting

Section titled “Troubleshooting”
  • “Add the hotel’s Razorpay linked account before choosing direct payout.” → Add the account id first.
  • “Razorpay has not reported this transfer yet” → Wait a minute after the payment, then try again.
  • “Already released” → That payout has already been sent to the hotel.
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