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PayU Latam Connection Guide

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Karina Rinaldi —

PayU Latam is one of the many payment processing providers Cloudbeds connects with through our Payment Gateway Feature.

Before Starting

If you do not have a PayU Latam account already, you will need to sign up for one. Since signing up for a Payment Gateway involves financial details and contract negotiations, Cloudbeds cannot legally create an account for you.

Please note that the credit card details are stored by the payment gateway and they do not allow customers to view credit card details.

Connection Steps
  1. On your myfrontdesk account, click on Manage
  2. Click on Payment Options on the right-side menubar

You must have Payment Processing feature enabled on your account. If you don't have it, please contact our support team.

  1. Select "PayULatam" as your payment gateway and enter the credentials found on your PayU account:
  2. Click Connect Gateway
Retrieve your PayU Credentials
  1. Login to your PayU account and write down your Account ID from the first page
  2. Click on Configuration to find the remaining information
Billing Address Requirements

These settings are only related to reservations made via the booking engine or myfrontdesk. Different OTAs may have different settings regarding billing details. Read more here.

  • Require billing address (...) using the booking engine
  • Require billing address (...) from within the application
  • Require billing address (...) to an existing reservation
  • Use Guest Details as Billing Details when information is not available.

Afer that, please make the following fields as required based on your country

Billing Details AR BR CL CO MX PA PE
Name ✔
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Surname ✔
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Date of Birth



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ID Number


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Tax ID
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Address 1 ✔
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Address 2 ✔
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Country ✔
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City ✔
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State ✔
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Postal Code ✔
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E-mail Address ✔
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Phone Number ✔
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Supported Currencies and Requests per Country
COUNTRY PAYMENT METHODS CURRENCY AUTHORIZE* CAPTURE CHARGE REFUND VOID
Argentina Credit: Mastercard, Visa, Amex, Diners
Debit: Mastercard, Visa		 ARS, USD ✔
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Brazil Credit: Amex, Diners, Mastercard, Visa, Elo and Hipercard BRL, USD ✔
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Chile Credit: Amex, Diners, Mastercard, Visa CLP

✔
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Colombia Credit: Amex, Diners, Mastercard, Visa COP, USD

✔
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Mexico Credit: Amex*, Mastercard, Visa
Debit: Mastercard, Visa		 MXN, USD ✔
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Panama Credit: Mastercard, Visa USD

✔
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Peru Credit and Debit: Amex, Diners, Mastercard, Visa PEN, USD

✔
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  • *Authorization can only be done in local currency. For example, if your PayU account is set up in Peru and uses Peruvian Pesos and your myfrontdesk account is set up to charge in USD -  you will not be able to use the Authorize function. You will still be able to use the Charge function.
  • Other payment methods may be supported by PayU Latam but are currently not supported by Cloudbeds' myfrontdesk

More details

  • Argentina
    • "Charge without CVV" is not available for VISA branded cards and a manual process must be done from PayU to enable it for the other brands.
    • If an "AUTHORIZATION" is not voided or captured, guest must wait up to 20 days for the amount to be released.
    • Mastercard do not support voids for pre-authorizations.
  • Brazil
    • If an "AUTHORIZATION" is not voided or captured, guest must wait up to 20 days for the amount to be released.
    • Partial refund is not allowed for Hipercard cards.
  • Chile
    • If your property is set up to use USD in myfrontdesk, PayU will not work. In Chile, PayU only accepts transactions in CLP.
  • Colombia
    • Multiple partial refunds cannot be sent. If you refund partially a transaction, you will not be able to refund the remaining amount.
  • Mexico
    • Multiple partial refunds cannot be sent. If you refund partially a transaction, you will not be able to refund the remaining amount.
    • Pre-authorizations cannot be voided in Mexico. The banks do this process automatically and the guests must wait up to 8 days for the amount to be released.
    • Pre-authorizations are not available for American Express branded cards.
  • Peru
    • Charge without CVV and Pre-Authorization: A manual process from PayU must be done to enable these features for Mastercard, Amex and Diners branded cards. Please contact PayU support.
    • Pre-Authorization: For Visa branded cards, If an "AUTHORIZATION" is not voided or captured, guest must wait up to 22 days for the amount to be released.
      For Mastercard, Diners or Amex, if the transaction is not voided or captured after 27 days, the transaction will be captured automatically and PayU do not send an update for the transaction.

Refer to this article to know how to set up credit card as a payment option: How to set up the Credit Card payment option

Troubleshooting
Error: You do not have the required permissions to perform the requested operation.
  • Issue: This likely means that your PayU Latam account does not have "API services" enabled.
  • Solution: Contact PayU Latam's support team and request to have that feature activated for your PayU Latam account.
Currency "USD" not supported for your country

Cause: Your property is configured to use US Dollars on myfrontdesk, but PayU does not support that currency in your country.

Currently, it is not possible to send charges in a currency different from the one configured in your account.

Error: PENDING_TRANSACTION_REVIEW:

The transaction was not automatically approved and must be revised by PayU. When the transaction is approved or declined, myfrontdesk will update accordingly.

Error: ANTIFRAUD_REJECTED:

The transaction was rejected by PayU's anti-fraud system.

Solution: 

  1. Check if all required billing details are correct in the Credit Card Details.
    Viewing Credit Card Details: All You Need To Know
  2. If the problem persists, contact PayU to verify your risk profile
Error: An error occurred converting transaction amounts.

This error may occur when trying to Authorize a credit card using a currency different from your local currency. For example, if your PayU account is set up in Peru and uses Peruvian Pesos and your myfrontdesk account is set up to charge in USD.

In this case you will not be able to use the Authorize function. You will still be able to use the Charge function.

Charging Credit Cards for OTAs Reservations

Each OTA may require more or less information from the guest in order to make a reservation. In order to charge their credit cards without risk of fraud, PayU requires as much information as possible. In this section we will provide some more details about it.

Booking.com

Booking.com does not require any billing details for credit cards. Also, it will only require the guest's mailing address if you set up your policies accordingly. Please review your Booking.com's settings to require Address and CVC (Security Code) for every reservation. 

Guest's Address

  1. Login to your Booking.com extranet and click on Property > Policies
  2. Under Guest Information, click on Edit
  1. Under Guest Information make sure you select No for both questions below and save.

Credit Card Security Code

Also, make sure Booking.com is requesting the CVV (Security code) for the credit cards. To check, contact their support team.

Often, the default setting is to not send CVC codes, especially if your property is recently listed on Booking.com. If that's the case, and you need the codes for your business operations, contact the Booking.com Connectivity team by sending a message through your Extranet Inbox.

For more details, please read this Booking.com Help Article

Have more questions? Contact Support

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