We've been monitoring guest behavioural changes that have been brought about by the current global pandemic. One of the biggest areas impacted has been the growth in online sales with online transactions are becoming the dominant channel as a percentage of total sales. 

To ensure that we are providing the best possible guest experience, we have implemented a range of enhancements to the online checkout, that will further improve the conversion rates, and make for a great buying experience. 

These enhancements include:

• Add to cart enhancements
• Date led checkouts
• Multiple gift card redemption
• Optimising excessive text
• Enhancement to online sales closed 
• Online waivers
• Multiple ticket dates
• Other mobile optimisations
  • Booking value
  • Checkout process indicators
  • Discount user feedback

To find out more about these updates watch our October Product Updates video 🎥  and/or read our October Product Updates post in the ROLLER Product Blog.

When staff edit past bookings, this can change past revenue data causing issues for finance teams. So we have implemented additional booking validation to prevent these scenarios - namely:

• Adding items to past bookings
• Creating past dated bookings
• Changing a booking item dates
• Refunding items

To find out more about these updates watch our October Product Updates video 🎥  and/or read our October Product Updates post in the ROLLER Product Blog.

Managing Adyen online payments

We've upgraded our Adyen online payment experiences to eliminate the pop-up window and embed secure hosted fields directly into the payment page. This enhancement provides a much better payment experience for guests and improves useability significantly on mobile devices. The update includes:

• secure embedded fields into the payment page for Online Checkout and Invoice payments
• a new seamless full-page redirection flow where a 3rd party page is required in the authorisation flow such as strong customer authentication or alternative payment methods.
• configuration interface in Venue Manager to optimise conversion and cost efficiency by sorting the list and auto-expanding your preferred payment method
• updates to manage the pay later option

Learn more about managing Adyen online payments

ROLLER Payments reporting updates

The ROLLER Payments beta program has been very successful with participating venues in Europe and Australia. As we prepare to make ROLLER Payments available for general release we’ve introduced several reporting updates.

• Transactions report
  This report combines the three previous export reports (Authorised, Settled and Payouts) into a single report that provides a full audit log of each transaction as it transitions through the payment lifecycle from authorised to settled and paid out.
• Daily Summary report
  Aggregates daily activity by channel and payment method and displays payment submissions, authorised payments, refunds, chargebacks, settled funds and acquiring fees on those settled funds.
• Daily Balances report
  Records the daily balance of the venues merchant account. As transactions settle daily the value of funds available for payout increases in the merchant account and this report enables venues to track the funds pending payout.
• Transactions list
  ROLLER Payments also includes a new Transactions interface which replaces your gateways merchant portal. Staff can filter the list of transactions and easily find transactions by card number, transaction ID or Booking ID.

Learn more about ROLLER Payments

HQ reports

Venues using HQ functionality now have access to the HQ Revenue Recognition Report. This report enables HQ venues to aggregate Revenue Recognition data from all selected venues for a week period or less into a single report.

The report grid enables grouping by venue, record type, reporting category and payment status. These groupings and report settings can be saved as View for fast selection in future.

Billing integration

We have integrated our billing platform with Venue Manager to make it easy for venues to self-manage their ROLLER billing and subscription relationship.

Account Holders and Billing Contacts will now be able to access the Subscription and Billing portal within Venue Manager. From here you can now view your account, download invoices, add and edit payment methods and soon you will also be able to manage your subscription plan.

Updates and Fixes

Reporting sync updates

Upgrades to the synchronisations which export and flatten data to our reporting databases have been completed for transaction, revenue and customer records. This completes this performance initiative which has eliminated failures and provides near time availability of reporting data.

Venue contacts

With the integration of Billing, Account Holders and Billing Contacts now have additional privileges to manage your ROLLER subscription. So we’ve added new restrictions to limit edit access to Account Holders.

Referenced refunds for recurring payments

We've added support for Adyen referenced refunds to enable refunds to be processed on tokenised recurring payments.

Disable HQ category sync

This update enables an HQ controlled venue to be excluded from product reporting category synchronisation.

Reporting fixes

• Fixed an issue re revenue reporting which relates to the refund and cancellation of a booking where funds were collected after a redemption or expiry event
• Fixed an issue where accounts receivable was incorrectly reported that bookings were overpaid when bookings met certain edge case scenario's
• Fixed an issue with recognition of revenue of a booking that is cancelled but not refunded
• Fixed an issue where some fully paid transactions are listed in accounts receivable report

Membership editing

Fixed an issue which allowed a membership booking to be edited at POS. Membership bookings can not be edited, they must be cancelled and/or refunded.

Refunds in the activity stream

Fixed issue where a refund issued in Venue Manager was not displayed in activity stream in some venues.

Cookie authorisation issues

We've updated LaunchPad to operate from the roller.app domain which resolves issues with cross-site cookies which are prevalent in Safari and most browsers running in incognito mode.

Time tracker interface

Fixed an issue with the Add shift button in Venue Manager.

We've heard your feedback and included in this release the much-requested feature to edit a closed till session, a significant update to in-app help as well as improvements that are focused on consolidating recent major updates to POS tendering, POS smart menus, reporting and memberships.

We've also been working on the Rest API and have a number of beta users currently consuming the API to support use cases such as general availability queries, cabana availability maps and even 3rd party online checkouts.

READ ON for a full breakdown of the updates - enjoy 🚀

Editing POS till sessions

We've completed a major update to till sessions in POS to improve the user interface and add the ability to edit a closed till session. This update:

• Displays a confirmation warning in when balancing in POS if a cash variance is entered
• Adds support for editing a closed till session at POS
• Records historical edits of till sessions to POS notes
• Improves till session interfaces at POS to enable users to find past sessions and then clearly determine net funds as well as the breakdown of funds received by payment method
• Added a new staff role permission to enable venues to control user that has access to edit closed till sessions.
  

Learn more about editing closed till sessions

In-app help resources

We've redesigned the in-app help experience for users of Venue Manager and POS. This update makes learning how to use ROLLER easier than ever by:

• Displaying contextual help resources to the user based on the page in POS or Venue Manager they are viewing.
  For example - clicking help on the Products page will displays resources specifically related to product management.
• Adding in-app walkthroughs that guide users through processes and interfaces. We will be continuing to create more walkthrough content over the coming weeks.

ROLLER Payments reports

The ROLLER Payments beta has progressed with select venues now onboarded in England, Holland, Germany and now Australia.

A new Summary report has been added which aggregates transactions by date, method and channel, presenting a summary of submitted attempts, authorised transactions, refunds, chargeback and settled transactions. This report has been created using ROLLER's new reporting framework and thus includes grouping and export to excel functionality.

POS updates

• Updated tendering and discount issues relating to currencies which use a comma cent delimiter instead of decimal such as Euro
• Fixed issue where staff with manager role type were not able to view device, till history and current till pages
• Updated minor UI issue with the positioning of type in the quantity arrows controls
• Added restriction to disable quantity button on bookings where a membership discount is applied
• Added a new POS notification when an error in connectivity to ROLLER servers occurs

Smart menu updates

• Fixed issue in Venue Manager where 'Add Products' button in smart menus was not working when the button was pressed for the second time on the page
• Resolved issue editing a section after it had been moved
• Fixed an issue where sections disappeared or where uneditable following the removal of another section on the menu
• Fixed issue where smart menus could be edited without clicking the 'Unlock to edit' button

Membership updates

• Updated reactivation behaviour so that members are charged based on the membership anniversary date if there is no outstanding booking balance.
• Added a function to export memberships to CSV.
• Fixed an issue with memberships incorrectly displaying a 'ticket expired' status
• Resolved discount issue related to duplicate custom ticket IDs
• Fixed issue with Adyen recurring payments
• Updated membership search for venues who do not use waivers to also display custom ticket name in search results

Rest API updates

A number of updates have been implemented to support Apps consuming ROLLER's Rest API, including:

• Production API credentials are now able to be used in playground environments and credentials created in playground will not be deleted with playground data is refreshed
• New Products endpoint created
• Product availability endpoint updates
  • Tax rate data added
  • Session sales dates and cut off time data added
  • Standard pass sales period data added
• Booking endpoint updates:
  • Fixed an issue with Booking Fees on the Booking endpoint
  • Fixed issue with Package sessions
  • Additional capacity validation for PUT calls
  • Added ability to cancel/refund payment DELETE calls

API channel updates

To support bookings created via API we've:

• Added 'API' filter value to all grids and reports that provide a sales channel filter
• Added API as a channel to the Transactions by Channel report
• Updated the Funds Received section of the Daily Summary report to:
  • Separate the Tender Type and Channel sections

Payment Method filter update

The Payment Method filter has been updated and an 'Other' payment type is added which aggregates a number of payment sub-types such as PayPal, iDeal, Sofort, etc. Payment method values are as follows:

• Cash
• Cards
• Bank transfer
• Cheque (if activated)
• Voucher
• Wallet (if activated)

InMoment integration updates

The integration has been enhanced to support additional events, namely: + Post party/group booking attendance survey + New member purchase welcome + Member anniversary survey

Reporting updates and fixes

• Resolved issue which prevented adding a report to favourites section after search
• Fixed search issue in the Discounts by Booking report
• Fixed issue with broken links to the Trial Balance report
• Updated tooltips to resolve an issue where the tooltip sticks when viewing and grouping a column
• Resolved an issue where the mouse cursor did not change on hover of clickable objects

Adyen online payments

Resolved an issue with modal windows that prevented online checkout users from opening the payment modal for the second time in a session.

Display issues on MacOS

Fixed minor UI spacing issue for MacOS users which affected some pages in Venue Manager and made the interface unreadable.

Converting incomplete bookings

Fixed an issue where ROLLER Payments updates had restricted the ability to convert incomplete bookings.

POS device float

Added validation to only allow numeric values.

Gift card search

Fixed an issue where the updating of a gift card id caused it to become unsearchable in POS or Venue Manager.

Saved views

Fixed an issue for users with access to multiple venues where saved venue changes were not independent and were applied across all venues the user had access to.

Ticket description links

Fixed an issue inserting hyperlinks into the ticket description field.

Guests items

Fixed an issue where items were not displayed in Venue Manager > Guests > Items tab.

We've listened and actioned user feedback that described various challenges experienced reporting and analysing ROLLER data. A team of designers, developers, customer success and product specialists have focused on this challenge and this release is a mammoth update of ROLLER Reporting. 

It is the first of multiple planned phases of upgrades. As you will read below, these enhancements provide a significantly improved user experience for you as a user, however, hundreds of hours have also been spent improving our reporting technology and automated quality control processes.

We hope these updates help you to manage your venue more effectively and we encourage you to find out more and watch the demo video.

Reports upgrade

A major overhaul of ROLLER reporting including the underlying technology, a new automated testing framework and new features including:

• New reports home page with more reports, favourites, help info and search
• Drill-down access to the booking slide-out panel
• New data grouping feature
• Export to Excel
• Refactored saved views to improve performance and usability
• Many more usability enhancements for data display, column tooltips & report controls.

Find out more & watch the demo video

ROLLER Payments beta

We've launched our ROLLER Payments beta, a collaboration between ROLLER and Adyen to deliver a seamless and fully integrated global omni-channel payment experience. ROLLER Payments simplifies payments management from sign-up to payout by integrating these experiences directly into the ROLLER platform.
ROLLER Payments is in beta and currently available in limited countries.

HQ Report beta

We have created our first HQ multi-venue report for testing which aggregates data for all HQ linked venues.

Copy from activity stream

We've added the ability to highlight, copy and paste text from the booking activity stream in the Venue Manager.

Smart menu improvements

You can now easily change the section where tiles display when editing smart menus that utlize multiple sections. We've also fixed some issues with the display of session times for some ticket types.

Saved Views updates

As part of the reporting enhancements, the user experience and performance of Saved Views has been improved. These benefits extend to other parts of Venue Manager including Bookings, Runsheet, Daily Capacity, Bookings Calendar, Companies and Waiver Holders pages.

Ticket logo deprecation

The ticket template has been updated to utilise the default logo located in the brand & appearance section of the Venue Manager and the ticket logo has been deprecated as a result.

Weekly availability deprecation

The weekly availability view has been removed and deprecated. This view was a legacy view which has now been superseded.

Other updates and fixes:

• Membership UI updates - fixed minor UI inconsistencies when creating membership products.
• Membership name improvements - when a name is assigned to a membership ticket in POS, this data will correctly pull through to the Venue Manager.
• Staff creation - we've updated the staff welcome email so staff members are required to complete the account creation process before being prompted to log-in.
• Adyen refunds - integrated refunds have been enhanced to subscribe to notifications to account for scenario's where the merchant's account has insufficient funds to process the refund.
• Deferred Revenue - fixed an issue where some instances of expired bookings were appearing when selecting a future date.
• Waiver form signature - applied an update to fix issues with the signature field on Waiver Kiosk mobile devices.
• POS keypad re-alignment - implemented small POS design updates to move the keypad for complimentary payments so it's in line with other payment types.

Enhanced POS login experience

You can now quickly and easily enter your POS PIN using our on-screen keyboard. This optimisation increases the speed of operation and reduces staff fatigue by eliminating the hand travel between the keyboard and touch screen.

Qatar support for PayFort

Venues operating in Qatar can now process online transactions using our PayFort integration.

Removal of "Manager's code"

The device-level Managers code has been removed. This code was a legacy control implemented prior to staff member level roles and hence is no longer required.

Support for Swiss Venues

We can now create and manage venues in Switzerland that comply with local language & currency requirements.

Venue Manager terminology updates

The label 'payment' has been changed 'status' & 'owing' to 'balance' in Venue Manager to maintain consistency and avoid any confusion for staff.

Other updates and fixes:

• Expiring existing waivers - this fix ensures all existing waivers are expired when updating your waiver, if selected. This action was failing for some venues with a large number of waivers.
• Smart menu updates - we've released several improvements of the new smart menu feature to support barcode scanning, implemented UI enhancements in Venue Manager, fixed UX issues with session products & playground usability.
• Unpaid POS bookings - enables the entry of $0 bookings in ROLLER POS if the staff members permissions permit.
• POS cash rounding - a fix has been applied to correctly round transactions involving discounts and cash payment at POS, to eliminate whereby an amount owing balance.
• Venue Manager payments - a fix was applied relating to the processing of card payments for staff members with access to multiple venues in Venue Manager.
• Strong POS PIN validation - we've improved validation for staff roles that require a strong POS PIN so that staff accounts can't be created without a POS PIN equal to or greater than 8 characters.
• Discount date selector UI fix - we've added changes that improves the user experience when selecting redemption dates for discounts.
• Kounta gift card redemption - we made updates to our integration to support recent changes by Kounta to ensure clients can continue to redeem ROLLER gift cards in Kounta.
• Package ticket improvements - package tickets will now display the booking date under the 'when' section of the email confirmation instead of the sales period.
• Staff validation update - we've added further validation to make it clear to the user that the last name is required when creating new staff accounts.
• Form description - fixed a small UI issue when updating the description of a form.
• Axess integration update - we've updated our Axess integration to support recent firmware changes implemented by Axess.
• HQ reporting category sync - updated the HQ to linked venue background task to sync the child reporting ID or each item to its associated products.
• Date selector - fixed a minor UI issue with the height of several modal windows which affected the ability to easily interact with UI elements such as date pickers and drop down elements.

Smart Menus

We're very excited to announce that new Smart Menu feature for POS now supports all product types - from standard passes to session passes, add ons to stock items. Additionally, we've added the ability to implement sections within a Smart Menu. 

Learn more about POS Smart Menu

Membership Redemption at POS

A brand new experience for staff members at POS when redeeming memberships to improve efficiency and accuracy of headcount reporting. These user experience changes also extend to sales flows for memberships where waivers are associated with the membership product and some minor improvements to the waiver assignment interface.

Learn more about redeeming membership in POS

POS fraud enhancements

A Venue Setting has been added to enable venues to force authorisation of all refunds [via POS PIN's] for any refunds at POS regardless of the staff member which is logged into the device. Learn more about venue settings

New staff permission has also been added, "Require strong POS PIN" in the staff role management function in Venue Manager. When enabled, this will require any staff member with that role to create a POS PIN that is a minimum of 8 characters in length.

In many cases, staff members become aware of the POS PIN of managers with 4 or fewer characters. This setting is designed to improve security and encourage staff members with higher privileges to utilise devices such as RFID wristbands. Additionally, we are passing out the support of the shared device level "Manager PIN". Learn more about staff roles

Other updates and fixes:

• Plain-text email - to increase deliverability, we are now sending both an HTML and plain-text version of our emails to your customers.
  Learn more about emails sent to your customers from ROLLER
• Waivers search improvement - waiver search has been optimised to manage common non-numeric characters entered by guests so that searches can now be performed by typing any type of format including 3334445555, 333-444-5555, (333) 444-5555, or 333 444 5555.
• POS incomplete payments - if partial payment has been applied to a booking and the browser session is refreshed, a pop-up window will be displayed to prompt the POS operator to proceed to process full payment or dismiss the window [if their staff permission enables].
• Braintree SDK upgrade - updated the SDK which ROLLER utilises to integrate with Braintree as they announced deprecation of the legacy SDK which we were previously using.
• POS sold out banner - a "sold-out" banner will now be displayed in POS if a stock item has a quantity level of 0.
• Sequential receipt in Venue Manager - we have extended our existing functionality to generate sequential receipts, now available for Venue Manager generated receipts as well.
  Please get in touch with our Support team to enable this on your venue
• Customer pays fees setting - tooltip displays warning text that when active, customers will be notified of the following fees before making payment: Credit card fee (%), the Transaction fee (%), the Transaction fee ($), Product fee (Per product).
• Product availability in Smart Menu - product availabilities are now showing correctly in Smart Menu.
• Overbooking in Venue Manager warning message - minor UI issue has been rectified to ensure the warning message when overbooking an item in Venue Manager is displayed correctly.
• Currency display in POS - minor UI issue has been rectified with the display of Swiss and French currencies in POS.

New POS tendering experience

We've redesigned and rebuilt the payment tendering interfaces in ROLLER POS to provide a more intuitive and streamlined process with improved functionality with respect to multi-tendering of transactions. This enhancement is designed to improve staff efficiency, accuracy and training.

Learn more about processing transactions in POS

Dashboard enhancements

Your dashboard in Venue Manager has received a makeover to make it simpler for you to track key metrics. A new Revenue metric has been added and you can now view all metrics for any date using the dashboard global date selector.

If your venue has activated ROLLER's membership functionality, a new panel has been added to the dashboard to display key metrics including active members, a summary of recurring payments processed, sales and churn.

Learn more about the dashboard features in Venue Manager

Xero export for cash accounting

We have added a cash accounting version of the Xero export report, where revenue is recognized when funds are received. Please contact our Support team if you would like to get access to this report.

Learn more about Xero export for cash accounting

Added support for PayFort to Invoice widget

Invoice widget now supports the PayFort payment gateway via a hosted payment page flow. This enables guests to pay invoices directly using their credit card using the invoice email link.

Learn more about sending invoices from ROLLER

Other updates and fixes:

• Gratuity report - now includes Booking ID to help you reconcile tips when needed. Learn more about Gratuity report
• Transactions by product report - has been updated to reflect adjustments related to refunds after redemption/expiry and cancellation. Learn more about transactions by product report
• Recurring pass check in - function has been update to enable a POS operator without "can edit past bookings" permission to check in a recurring pass post the first check-in. Learn more about checking in booking in POS
• Xero export date format - all dates in the Xero reports are now exported in YYYY format.
• Exclusion period in session pass - dates excluded on a session pass under the "advanced settings" section is now displaying correctly in the checkout.
• Attendance reporting correction - an anomaly discovered for a small number of venues have been fixed with all historical data corrected. All affected venues have been notified earlier this month with a recommendation to regenerate reports from the 1st December 2019 as they could include increased headcount and thus revenue in that period.
• Auto-check in using barcode scanners when the auto-check in setting is enabled, tickets scanned using a barcode scanner is automatically checked in without any additional buttons need to be clicked.
• Discount code limit per customer is now applying correctly in the checkout, Venue Manager, and POS.
• POS booking adjustment and activity stream - the booking activity stream in Venue Manager is now correctly recording any adjustments made to a booking in the POS (i.e. removing a ticket from the booking).
• Ticket status - logic has been updated to ensure the correct status is displayed when viewing a booking's ticket status in Venue Manager under the Booking details > Items.
• Address autocomplete - typing in a new address located in the US will now bring up a matching address automatically.
• Country field mapping for customers located in the Netherlands - typing in an address in the Netherlands will now map the country name correctly to the customer's profile.
• Ticket purchased time - the purchased time displayed on the tickets sent to customers is now correctly displaying the time based on the venue's timezone rather than UTC.
• Updating membership payment details in POS - a fix has been put in place to enable POS operators to update credit card details for recurring membership payment in POS again.
• Credit card fee for recurring membership payment - if a credit card fee is set by a venue, the recurring membership fee will include this to the total balance charged to the customer.
• EOD (multi day) balance report - reporting logic has been fixed so that memberships that have been checked in (redeemed) and then refunded and cancelled will balance the deferred revenue and recognized revenue correctly.
• FirstData Singapore payment gateway - we have updated our integration to send the same MxissueNo reference in both the authentication and authorisation calls as requested by FDMS.

POS Smart menu updates

• POS Smart Menu add-ons - automatically insert any add-ons associated to the products in the menu when building a Smart Menu by clicking this new 'Add linked add-ons' button.
• Deleting POS Smart Menu tiles - added auto-focus to the tile that fills the space of the deleted when editing a POS Smart Menu in Venue Manager.
• POS Smart Menu product subheading - a fix has been implemented to correctly display the subheading added to a product tile in POS Smart menu.
• Smart Menu product search - only the search result will be displayed when searching for a product within a POS Smart Menu tab.

Other POS updates

• Reorder POS menus - you can now change the order of each POS menu tab by dragging and dropping it in Venue Manager.
• Amount owing styling - the owing value will be displayed in red text when viewing a booking with partial payment in Venue Manager.
• Adding more products in POS - clicking back from the POS payment page will take you to the previous menu tab prior to continuing to the payment page.
• Issue closing tills - a fix has been implemented to resolve issues some venues encountered closing a till session at POS due to an outstanding offline booking.
  

Other updates & fixes

• Gift card data in API - added a new API field providing the gift card deferred revenue to the Revenues endpoint.
• Online Checkout sales period - a fix has been implemented to stop online sales from closing after editing a product.
• Guests metric - guest count of cancelled bookings have been deducted from the "guests booked" metric in the End of Day report and the "guests" metric of the Bookings report.
• Xero export timezone - a fix has been implemented to address the venue timezone/time offset challenge, ensuring that the correct data is displayed on the Xero export.
• Pop-up modal - when certain buttons are clicked, the appropriate pop-up modals will be displayed. For example, the payment modal after clicking the take payment button in the Venue Manager.
• H&L / Zen Global integration - we have increased the retry logic to eliminate the challenge with gift cards not syncing properly between ROLLER and H&L / Zen Global.
• Copy client API key ID - the correct ID is now going to be copied when using the copy button next to the Client ID field in the API keys page.