Authenticates only need to be claimed if the customer doesn’t show up OR if the cancel within the time frame considered late cancellation.

If you do not need to claim the authenticate - please dont! The values will not appear on your tills to be redeemes as deposits and you will need to refund the guest.

Easily!

CLICK HERE for a quick crib sheet on how to do this.

Collins doesnt work with cash, therefore when a guest wishes to pay a deposit with Cash, you do need to process it via your Zonal tills.

Please add this to collins as a recorded cash payments, but remember DO NOT push to till, as the deposit will already be there!

Please trouble shoot from the below:

There is 1 green tick next to the payment on Collins.

If there is only 1 green tick, there is an error with the connection of your Collins account with your Zonal tills. You will need to contact Zonal Helpdesk.

There is 1 green tick and 1 orange arrow next to the payment on Collins.

This means that there has been an issue pushing the deposit to your tills. Try checking to see if the name on the card matches the name on the booking.

If they do, try changing the name of the booking to capital letters, so that collins reads that there has been a change to the booking that it needs to update Zonal for.

** Please Note. you cannot push the deposit to the tills for a past date, or the day of the booking. You will need to fallback the amount on your tills.

There is 1 green tick and 1 green arrow next to the payment on Collins.

The deposit should definitely be on your tills! Check that the dates are correct and try searching on the tills for the name of the booking incase it’s on another date.

Have a look at the booking history and see if the date has been moved from a previous date - perhaps the deposit is back there.

Refunds can be done 2 ways.

If the guest paid via Collins:

The customer engagement team can process a refund where necessary. Please provide the reasoning behind the refund, and where possible a receipt to ensure that we’re not refunding by mistake!

If the guest paid in site, via Zonal EFTs:

If the guest has paid through an EFT machine, we cannot click a button to refund the payment. We need to go ahead with a refund request form. You’ll then need to email this completed form (password protected with your venue postcode) over to the Refunds Team

When the EFT machines do not work, you can take payments via Collins. CLICK HERE to see how to take payments via Collins.

Please ensure that you take contact details for the guests that are paying via Collins, including an email and a phone number, incase they need a copy of the bill sent to them.

There could be a few reasons for this, but usually we can fix this if we are looking at it before the date of the booking. Please reach out to the CE Team on Microsoft Teams who can take a look for you.

Please note that we cannot push a deposit to the till on the day of the booking. You will need to proceed with a fallback to the value of the deposit. Please then follow the steps of a fallback as per procedure.

Great question!

CLICK HERE to download a easy crib sheet on how to manager orders.

Firstly, if you do not have the time to manually add pre-orders do not worry - send a photo of the order/ scan it in and send it to the Customer Engagement Team on ceoteam@oakmangroup.co.uk

If you wish to add it yourself, you can find instructions by CLICKING HERE.

There is no way that you can manage this yourself at site - but Customer Engagement can support this. Please ensure that you have plenty of time ahead of the reservation to request this as it will take some time to build it and we may not have scope to turn this around immediately.

Please send the request to ceoteam@oakmangroup.co.uk where we can help.

CLICK HERE for a cribsheet that shares how to do this!

No need to panic! There may be a reason for this.

Is the item you have selected the right menu item? There are loads of items in collins due to the many menus that we have, some items are duplicated with different pricings. Please check that you have selected the right item from your menu before taking this further.

If you are sure that this is the right item and the pricing is wrong, let us know! Email either Molly or Rhiannon who can take a look; CLICK HERE for their emails!

Use ‘Forgot Password’ which prompts an email to be sent to your user email. You will then be able to renew your password from there.

Please ensure you share the new login details with other team members that may use these credentials

You’ll need to reach out to the collins support team: 02034903600

When the EFT machines do not work, you can take payments via Collins. CLICK HERE to see how to take payments via Collins.

Please ensure that you take contact details for the guests that are paying via Collins, including an email and a phone number, incase they need a copy of the bill sent to them.

There might be a few reasons why this gift card isnt working - but the most common is that there is no longer any money left on the card to spend.

The CEO team can check the value and validity of a voucher if you send them a message on Microsoft Teams - they'll take a look for you!

There could be a few reasons for this, but usually we can fix this if we are looking at it before the date of the booking. Please reach out to the CE Team on Microsoft Teams who can take a look for you.

Please note that we cannot push a deposit to the till on the day of the booking. You will need to proceed with a fallback to the value of the deposit. Please then follow the steps of a fallback as per procedure.goes here

To stop taking reservations, we need confirmation from your Ops Manager. Please give them a call to apprive the diary closure before sending the CE team a message to do so.

Any diary closure requests that the CE team receive that havent been approved before we will need to check with the Ops Manager for approval first and may elongate the process for you.