We've rebuilt ROLLER's Locations user experience, and it's now called Resources. 

Managing capacity is key to any leisure or attraction business and this new user experience makes it simpler and more user-friendly to manage your Resources. We've also added two new booking rules to simplify the scheduling of certain products and experiences.

New interface

This new interface makes it easy to view all resources and identify the booking rules associated with each Resource. Resource groups can be expanded or collapsed and clicking on the Resource, or associated Products link opens the side panel to enable editing.

The list of Resources is also now searchable and filterable by booking rule.

New Booking Rules

We've added two new booking rules, Single Product and Single Ticket Type, to simplify session scheduling. These rules enable multiple products to be linked to a schedule and the first product or ticket purchased will define the product or ticket type of the session. 

For example, consider a Virtual Reality experience, the arena has a capacity of 8, but all participants have to play the same game. They offer the Battle of the Aliens experience, Zombie Patrol and also a Droids vs Survivors.

Currently, venues create schedules for each of these 3 games, but now the Single Product booking rule enables the assignment of all 3 game products to the same schedule. The first sale of a product for a session time defines that product to all other sales for that session.

So when a guest books 2 tickets online to play Zombie Patrol at 10:30 am, then the remaining 6 tickets at 10:30 am must also select this product for the session time to show available capacity.

Single Ticket Type works similarly, imagine a Laser Tag venue wants to prevent teenagers from playing at the same time as kids under 12. They can utilise this booking rule by creating different ticket types so that once an under 12 ticket is sold for a session, then only these under 12 tickets can be purchased in that session.

You can send payment links to guests via text/SMS or email to quickly and securely collect booking payments. 

When a guest calls your venue to create a new booking or pay an outstanding balance, you can now send an instant payment link directly to them via email or text/SMS. Rather than asking guests to provide card details over the phone, the guest can securely pay on their own trusted device, via their preferred payment method, keeping all of their card details private. 

To send a payment link, simply view a booking with an outstanding balance in Venue Manager and:

1. Click “Take Payment”. 
2. Next, select email or SMS as the transmission method and enter the guest’s email or phone number before clicking “Send”. 

You’ll see live updates in the booking once the payment is received, and the guest will automatically receive their booking confirmation email. 

Payment links are commonly used when collecting payments for bookings made over the phone or via social media platforms. In addition to improving operational efficiency, venues will prevent chargebacks thanks to strong customer authentication built into the payment link and reduce their PCI compliance risk.

This feature is available to all venues using ROLLER Payments. To implement or find out more, simply contact your account manager or support.

Learn more about sending payment links

Convenient and personalized guest experiences lead to increased engagement, trust, and sales growth for your business. To help personalize your marketing and create custom guest sentiment dashboards, we have now made GX Score response data available via our API.

API access to this data means you can create:

• Targeted win-back campaigns while a guest’s sentiment is low
• Upsell happy guests into a membership or high-value items
• Business intelligence dashboards to combine data from sales, bookings, location, weather, guest sentiment and other operational or financial performance data.

ROLLER’s new GX Score API endpoint is accessible by all venues that are using our API add-on and the GX Score in any capacity.

80% of customers say they will forgive a company for a mistake after receiving excellent customer service, so getting in touch with guests who had a negative experience is essential.

To maximize your chances of turning your critics into fans, we’ve updated the GX Score, allowing you to customize the staff recipients for all GX Score emails. 

This means you can ensure the right staff members are instantly notified of any critics and can easily monitor daily GX Score responses.

If you haven’t tried the GX Score yet, we have a FREE plan, new customers receive 30 days of free access to this and all paid features.

To grow your business and brand, you need to consistently deliver exceptional guest experiences and gaining clear visibility of guest sentiment across multiple venues is a challenge. 

To help overcome this, we’re introducing a GX Score overview for HQ Venues. 

At a glance, the new overview feature shows you:

• What guests think about their experience in each venue,
• How venue performance compares with one another,
• If negative guest experiences are being actioned, and
• Average response times to guest feedback

In a single view, you’ll have confidence that you’re delivering an exceptional guest experience regardless of how many venues you manage. This feature is now available for free for all HQ and GX Score subscribing venues at any subscription level!

If you haven’t tried the GX Score yet, we have a FREE plan, new customers receive 30 days of free access to this and all paid features.

The following updates, enhancements and fixes have been deployed:

ROLLER Payments 

• Transaction search - optimised the search for ROLLER Payments transactions to extend the current limitation of 7 days to 365 days;
• Chargeback emails - fixed issues with the timestamp and enhanced the text formatting;
• Duplicate bookings - resolved an issue that could result in duplicate booking creation;
• Reporting- several enhancements have been implemented:
  • Refunds - fixed a data ingestion issue that resulted in an incorrect date being presented
  • Chargebacks - fixed issues with the chargeback value presented in reports
  • Settled status - this transaction status has been removed from reports to simplify them
  • Adjustment record - added a new adjustment record for uncommon/infrequent payment events to enable full balancing
  • Payout timestamp - updated the date presented in payout reports from the date it was settled into Venues ROLLER Payments account to the date payout is initiated to the venues Bank account
  • Filtering - added a Transaction Channel filter to filter report data by the location of the payment (transaction) rather than booking source
  • Report names - updated the file names of exported reports.

Memberships

• Validation of payment method - added further logic and validation to ensure that the card tendered for a recurring membership permits payment tokenisation. Staff will be presented with an error when an invalid payment method is presented;
• POS Search - fixed issues that resulted in inconsistent behaviour of the member redemption search field 

HQ

Several fixes for Bulk Product editing have been deployed, including:

• Incorrect detection of edited fields
• Correctly edit prices of Addons to controlled Venues
• Prevent the addition of membership variations with different payment frequencies
• Allow removal of any time of variation of an HQ product
• Image uploading in bulk edit
• Add validation for character limits for short and full product descriptions
• Prevent overriding of venue level Package variations from HQ
• An issue with venues appearing twice in the selection modal
• Issues affecting editing of the ticket price for a session product
• Add validation to prevent the entry of non-numerical characters into the price fields
• Validation to prevent the creation of duplicate venue tag names
• Problems exporting product logs

Other general HQ updates, fixes and enhancements:

• Access issues - fixed a role permission issue that resulted in some staff not being able to authenticate to access applications correctly;
• Adding venues to staff groups - fixed an issue where providing staff with access to additional venues was not able to be updated;

Other Issues 

• Daily capacity - fixed a problem where bookings assigned to a 'Booking Manager' would not appear in the Daily Capacity view;
• Tipping - solved a problem where tips could not be refunded on unpaid bookings;
• Gift cards - resolved an issue with incorrect redemption of gift cards in scenarios where multiple gift cards are redeemed at POS;
• Self-serve kiosk printing - upgraded supporting technology for print job management to better handle device dropouts and disconnections;
• Email templates - solved an issue where language translations keys were displayed in Template Studio;
• Companies -  added pagination and export to the Companies page in Venue Manager;
• Waivers - fixed an issue with the display of Arabic characters in Online Waivers;
• Activity stream - fixed an issue with failed recurring payment events not being captured and displayed;
• Language Translations - fixed an issue where translations were not displaying in Venue Manager;
• Invoice payments - updated the message displayed on the success screen to remove "You will also receive a receipt of your purchase via email";
• API Credentials - added validation and error messages for situations where the user creates credentials that contain reserved names.

Party and group bookings make up 30% of revenue for many venues, so it’s critical to ensure staff are delivering an exceptional experience. Without hosting every party, it can be hard to know whether staff are living up to guests’ expectations - until now!

Our new Booking Host Performance Insights will help you to:

• See what guests think of their host’s service
• Compare the performance of host staff
• Quickly identify areas for improvement to create exceptional guest experiences consistently.

To get started, simply subscribe to a paid Lite or Pro plan of the GX Score, assign booking hosts to your party bookings, and you’ll automatically gather key insights to delight guests and grow your business! 

If you haven’t tried the GX Score yet, we have a FREE plan, new customers receive 30 days of free access to this and all paid features.

Happy guests visit more, spend more, and tell others - so delivering an exceptional guest experience is critical to sustainable business growth. 

To make it even easier for you to discover exactly what makes your guests happy, return and share with their family and friends, we’ve built a new Guest Insights dashboard  to enable you:

• Easily identify what guests love about your experience  and which areas need improvement
• Track changes in your guests’ sentiment over time
• Discover whether new product, service or facility initiatives and improvements have impacted guest satisfaction
• Understand the root causes of poor experiences, by analyzing aggregate performance, such as viewing data by day of the week, or top rating factors chosen by guests'

Gain confidence and take the guesswork out of delivering an exceptional guest experience. Subscribe to a paid plan of the GX Score and start using guest insights today!

If you haven’t tried the GX Score yet, you can start for free and receive all these insights at no cost for the first 30 days before choosing a plan that works best for you.

You will now receive instant notifications for chargebacks the moment they are received, giving you more time to prepare a strong defense.

A chargeback occurs when a cardholder disputes a payment and contacts their bank asking for a refund. No business likes receiving a chargeback, but they’re an inevitable part of modern business and defending chargebacks is a simple but time-consuming process. Gathering supporting documents and evidence to build a strong defense can take a while, so the earlier you can start preparing, the better. 

ROLLER will notify you as soon as a chargeback is received, maximizing your time to build a strong defense. Additionally, ROLLER will notify you when a request for information is received. Requests for information are seen as a precursor to chargebacks, therefore successfully providing the requested information can prevent a chargeback and save you from chargeback fees.

If a chargeback is received, ROLLER will automatically notify the Primary and Billing Contacts for your venue by email. This email will include important information such as the reason for the dispute and the defense deadline, as well as a direct link to the booking in Venue Manager where you can see the guest and booking details needed to build your defense.

This feature is available to all venues using ROLLER Payments with no configuration required. Chargeback notifications will automatically be sent to the Primary and Billing Contacts as set in Venue Manager.

Learn more about managing chargebacks

ROLLER Payments customers can now leverage advanced machine learning and network signals to maximize recurring payment collection and prevent involuntary membership churn.

Dunning is the process of collecting your guests recurring subscription payments and recovering failed subscription payments. An intelligent and detailed dunning process is critical to minimize involuntary membership churn and maximize subscription revenue.

Recurring memberships provide venues with valuable and dependable revenue, resulting in higher guest lifetime value, build brand loyalty and encourage repeat visitation. 

ROLLER’s Smart Dunning leverages Adyen’s technology and network to maximize recovery. Adyen is recognized as the leader in the global payments industry, powering ROLLER Payments along with known brands such as Spotify, Uber, eBay, McDonalds and Groupon. Adyen’s vast network analyzes billions of transactions daily and uses machine learning to assess factors such as decline codes, card scheme and cardholder information in order to determine the optimal times to trigger a payment attempt.

To enable Smart Dunning for your venue, log in to Venue Manager and navigate to Settings > Integrations > ROLLER Payments. Here you can enable Smart Dunning and set the payment recovery period. When enabled, Smart Dunning will commence after a second unsuccessful attempt by ROLLER to process payment. It will be executed automatically as a background task by Adyen, allowing you to focus on other areas of your business instead of chasing payments.

This feature is available to all venues using ROLLER Payments and can be enabled within Venue Manager. Additional fees apply starting from $2 USD per successfully recovered payment via Smart Dunning. For more pricing information contact ROLLER Support.

Learn more about Smart Dunning