Travel Account Diners Club Reference Manual

Transcription

1 Travel Account Diners Club Reference Manual

2 Contents Introduction 3 How your account works Account Details... 5 Account Reconciler..6-7 Payment Methods and Guidelines Accessing the Travel Account online statement...10 Statement account information Statement download function..13 Unrecognised charges Key points.15 Frequently Asked Questions Account Contact Information..18 2

3 Introduction Welcome to your new online Travel Account with Diners Club. This reference manual explains how your Travel Account works and how you can make the most of the functions available. Please spend some time familiarising yourself with this guide, to ensure that you have all the information you need to run your account efficiently and to best suit your business needs. 3

4 How your account works How it works The Diners Club Travel Account is a centrally billed facility product that allows you to pay for all your travel arrangements booked through your nominated Travel Management Company (TMC). Once your bookings are made you can view your statement information online within 48 hours. It s that simple. The steps Your Account details are lodged with your designated Travel Management Company (TMC) and every booking made will automatically be charged to your account. Your TMC will send you the necessary booking documentation. An invoice will be provided and depending on the booking type may have a nil value. We will update your statement and online account with all your information passed to us by your TMC. Once a month you will receive an (to an address specified by you) from Diners Club, informing you that a statement has billed. Once a statement has billed you have until the payment date specified to settle the balance with Diners Club (see Payment Guidelines section). Key Features Online statements downloadable in 3 formats View transactions within 48 hours 6 customisable management fields Central expense information 4

5 Account Details To manage your Travel Account you will be given the details discussed in the highlighted table. These details will have been communicated to you when your account was set up. Please ensure that they are kept safe and secure. The account number is an important reference, useful when discussing the account with Diners Club and also for making a payment to ensure it is applied to your account without delay. Account Number To be used when calling Customer Services so that we can identify your Account (10 digits). User ID Your user ID will be the given as your primary contact s on your company application form. Password An will be sent with an activation link through which you will be asked to set up and confirm your password and complete registration. Statement Date The date that your statement will bill each month. Payment Due Date The date that you will be required to settle your statement by.. 5

6 Diners Club Account Reconciler The account reconciler is responsible for ensuring that the account is paid on time and is also the key contact for all communications from Diners Club International. Diners Club will initially set this up based upon the address that is provided on the account original application. This can be changed if required. The account reconciler will receive the Diners Club Statement Notification once a month when the statement bills. Additional user access can also be granted by the reconciler from within the online statement account. This provides additional users with transaction and statement information but not administrator functionality. Utilising the Administration button select the User Management option. Clicking on the create new button will allow for the addition of user details. Once saved re-select the user from the Account Users column to provide access to the specific card/account required using the User cards tab. In the event that you require your details again or would like your password reset please contact the Diners Club Customer Services Team. User ID Your user ID will be your account reconcilers address given on your company s application form. Password An will be sent with an activation link through which you will be asked to set up and confirm your password and complete registration. Diners Club Account Number Diners Club will provide you with your 10 digit account number, this should be used when calling Diners Club to identify your account. 6

7 Diners Club Account Reconciler The Account Reconciler will: Receive the Diners Club Statement notifications once a month when the statement bills. Diners Club will initially set this up using the address for the account reconciler provided on the original application. Be the key contact for all communications from Diners Club International. Receive requests for overdue payments. Be responsible for addressing any charge queries or disputed transactions, both with Diners Club and the TMC, in a timely manner. Remember: Review your statement located on the Diners Club s website. Please send a payment for the full balance owed by the payment date on your statement, to ensure the account does not go overdue. Unpaid or late payments will be subject to a service charge. Ensure that your Statement Account login details are kept safe and secure. If you suspect your login details have been breached, notify Diners Club immediately to prevent any misuse of the Statement Account. It is important that you notify Diners Club of changes to ensure that the correct individual in your company continues to receive the statement notification by contacting (calling from the UK) or (calling from Ireland). 7

8 Payment Methods and Guidelines It is important that payments are made based on the information and transactions on the Statement Account and NOT based on any confirmations or invoices that you may receive directly from your TMC. All items on the online statement should be paid by the payment date on your statement. If you are awaiting a refund and it has not been credited to your Statement Account you must settle the amount and await the refund on your next statement. Any unpaid balance after the payment date will be subject to an unpaid balance service charge under Diners Club terms & conditions. This still applies even if you have received a refund and it is viewable in the unbilled transaction area of your statement. The refund will be credited against the balance of the statement in which it appears. The current rate for unpaid balance service charges is 1.75%. Any changes to this will be advised by , letter or clearly posted to the Diners Club website. Any balance unpaid after the payment date on the statement will be subject to Diners Club Collection Policies. Enforcement of these policies may result in suspension of the Statement Account facilities until the balance is settled in full. Your account could also be cancelled if the balance remains unpaid. Timescales will be dependent on the payment method as well as the originating bank processing times. Please consider these when submitting your payment to allow sufficient time for it to reach Diners Club by the due date. 8

9 Payment Methods and Guidelines 1. Direct Debit Direct Debit is the quickest and easiest way to pay. Setting this up is easy all you have to do is complete the mandate form or simply call the customer services team to set up over the phone. Diners Club will then debit the full balance from your bank account on the due date. This means that your account will always be up to date. 3. Bank transfer payment (CHAPS) To make a payment via CHAPS please use the details provided in the information box below. If you have more than one Statement Account you will need to make a separate payment for each account. Please ensure the correct reference number accompanies each individual payment. Please Note: Diners Club are unable to set up direct debit payments for Euro accounts. 2. BACS Payment To make a payment via BACS transfer please use the bank account details provided in the information box. If you have more than one Statement Account you will need to make a separate payment for each. Please ensure the correct reference number accompanies each individual payment. BACS Details (UK): Sort Code Account Number Reference 10 digit Diners Club account number CHAPS Details (UK): Sort Code Account Number Reference 10 digit Diners Club account number BACS & CHAPS Details (EURO): Sort Code Account Number Reference 10 digit Diners Club account number 9

10 Accessing the Travel Account Online Statement Logging in 1) Log on to the Diners Club UK website at Page Navigation The online Statement Account has been designed to show a certain number of transactions at a time. The number of pages available for a particular month s statement can be seen at the bottom of your statement. Pages can be easily accessed by clicking the next and previous navigation options. 2) Click the Log In option situated at the top right of the Diners Club homepage and select Travel Account. 3) Enter your User ID and Password in the box located on the next screen that opens and click submit or key return. 4) You can select a statement from a specific month or select the statement showing transactions for the current billing period, which are posted daily. Clicking on the required statement date in the left hand column populates the transaction information required on the main screen. 5) Through the My Cards drop down you can then select any of the travel account statements that you have permission to view. Please note: Each statement will be available for 12 months from the statement billing date. 10

11 Statement Account Information Summary information The Travel Account statement provides summary information at the top of the page. The following information is included: Account number Statement Date (the date which the statement billed) Statement date range ( From and To ) Total Balance (including any past due amounts) Payment due amount Payment due date Payment received Payment due immediately The summary information mirrors that which is found on your statement PDF and so for additional details please select Download Statement. Transaction information The Travel Account statement will provide you with information for each transaction charged to your account. Examples of this information sit under the following headings: Invoice Number Transaction Date Transaction Amount Transaction Description Management Information fields 1-6 (A company specific 30 character field) Arrival airport, departure airport, arrival date, departure date Additional data that can be populated as statement account columns (see customize your view) 11

12 Statement Account Information continued Customise your view Together with the standard transaction data provided you are also able to view, and extract, additional data fields. These may prove useful when reconciling charges. It is simple to set up and populate onto your statement account. Utilising the Administration button (positioned top right of the statement account screen) select the Edit Custom Fields option. Within this option a table of data attributes will be displayed alongside tick boxes for Grid or Details. Marking the Grid tick box of a data attribute will display all information, under that data heading, in a new column within the online statement account. Marking the Details tick box of a data attribute will display this information within the details snapshot available against each transaction within the statement account view (select Show Details within the Details column). Reference Field Information Diners Club can display up to 6 client specific references, if provided by your TMC, to assist with reconciling business travel expenses. In order to ensure that these are captured on each booking you must first liaise with your TMC to agree the references required and any policies, criteria or rules around this data. Diners Club will work with your TMC to ensure that this information is displayed through your online account and within the downloadable formats. Please Note: Only those attributes with the Grid tick box selected can be exported in Excel and CSV. 12

13 Statement Download Function The Statement Account can be downloaded in three formats. These formats are Excel (XLS), Portable Document Format (PDF) and Comma Separated Value (CSV).The download options are located at the bottom of each page on the online statement. Please Note: To ensure all the data fields required are populated within the excel or CSV download please review the Customise your view details. Excel (XLS) format 1) Click on the export transaction button and then select the Excel (XLS format) from the drop down 2) A message will appear with an option to either open or save the document. 3) Click to open the document instantly or save down in a folder of your choice on your PC to open at another time. Portable Document Format (PDF) Simply select the desired statement from the list available and click on the Download Statement button. This will then open the statement in a PDF format within Adobe Reader. N.B.: You must have Adobe Reader software to open this format Comma Separated Value (CSV) format Simply select the desired statement from the list available and click on the Export transactions drop down button. Choose CSV format and once opened save the file in a folder of your choice. 13

14 Unrecognised Charges Disputed Charges Where transactions are unrecognised please contact your TMC in the first instance to assist. If they are able to locate the transaction they will be able to provide you with additional details or a copy of the invoice. If after contacting them the issue has not been resolved to your satisfaction, then you have the option to dispute an item online through the send query function. If an item has already billed and appears on your statement then the temporary credit will appear against the unbilled area of your online account view. To reflect a dispute in your payment amount it is advisable to inform Diners, either online or by calling the Customer Services team, before your payment due date. Raising a dispute online 1) Click on the question mark against the appropriate charge (found within the query column) and select the relevant dispute reason from the drop down menu 2) Enter a description in the text field detailing the nature of the dispute. 3) Click the Send New Query button 4) Once a dispute has been resolved Diners Club will close the dispute and you will be presented with a tick symbol. Click on the tick symbol to view any further details that Diners Club has provided. Once an item has been disputed Diners Club will work with your TMC to reach a resolution. Should any amendments be required against disputed items please contact the Diners Club Customer Service Team. 14

15 Key Points All charges on your Statement Account are payable unless you have received a refund on the same month s statement, which is then reflected in the balance owed. Refunds will be credited to your Statement Account as we receive them from your TMC. Diners Club will process all transactions to the Statement Account with as much management information as possible. However, if a charge does not include all management information, the charge will remain payable. If you rely upon management information for reconciliation purposes, it is good practice that you develop a company policy which ensures that this information is entered at the time of booking. Diners Club is unable to provide you with this management information if it has not been entered at the time of booking and provided by your TMC. Charges are posted daily to your online statement account therefore it is good practice to check these regularly. Any requests for copies of the booking confirmations or invoices should be obtained directly from your TMC. If any staff changes occur please contact Diners Club so we can update your details ensuring you continue to receive statements and account information. Inform your TMC of all authorised bookers from within your company for greater account protection. 15

16 Frequently Asked Questions I cannot remember my user ID and password who do I contact? Contact Diners Club Customer Service Team to reset or to change your login details. Can I share my password with my colleague who will be reconciling the account for me? You can share the login details with your colleagues. However it is good practice to keep the details as secure as possible within your Company. If I leave the Company who do I contact to change the Account details? We encourage you to contact Diners Club when relevant accounting staff are changed within your organisation. This will allow Diners Club to keep our records up to date and ensure that new staff are comfortable with the Travel Account product. There is an item on the statement that I do not recognise, can I dispute this? Contact your Travel Agent in the first instance so that they can confirm the charge has been processed in error to your Account. Once the Travel Agent has agreed you should place the item into dispute and await the refund from the Travel Agent. I have disputed the incorrect item what do I do? If you have disputed an item incorrectly, firstly dispute the correct item and then contact Diners Club Customer Service Team who will take the incorrect item out of dispute. 16

17 Contact Information Diners Club Customer Service Telephone: (calling from the UK) (calling from Ireland) Web: Diners Club International PO Box 3776 Chester CH1 9YD 17