Xola supports four different fee structures:
- Flex Level, Guest Pays
- Flex Level, Company Pays
- Flex Standard, Guest Pays
- Flex Standard, Company Pays
This article addresses frequently asked questions about Flex Standard, Seller Pays -- where a 6% fee is assessed on Online (Website) Credit Card transactions and is attributed to your Company.
Note: Your Xola account must meet certain qualifications to be on this fee structure.
If you have any other questions please reach out to our Support Team at support@xola.com.
How much is the Service Fee?
The typical Service Fee is 6%.
The fee is assessed on top of your configured price.
What is the Service Fee assessed on?
The Service Fee is assessed on the sub-total before taxes & fees.
This means the Service Fee will decrease if coupons or discounts are applied to the reservation. Conversely, the Service Fee will increase if you have custom line items, add-ons, etc.
Who pays the Service Fee?
The Service Fee is paid by your Company.
Is the Service Fee assessed on all methods of payment (including cash)?
No. The Service Fee is only assessed on Online (Website) Credit Card Transactions.
How are the Service Fees collected for deposits and split payments?
Service Fees are collected proportionally to the partial amount paid.
For example,
- You have a reservation for $100 with a Service Fee of $6 (total price = $106)
- Your Guest makes a deposit or split payment of $20.
- Xola now determines the proportion of the payment to the full amount (i.e. how much is $20 out of $106). In this case, it comes out to 18.87% (20/106).
- Xola then takes 18.87% of the $6 Service Fee, which comes out to $1.13.
Will my Guest see a Service Fee?
When the Service Fee is configured to be paid by the Company, only the Company sees the fee; the Guest will never see a fee. The fee is deducted from the company's earnings and will be seen in your reporting under the Service Fee column. It is not shown in the Purchases Tab because it is not an additional fee added to the purchase but rather a percentage deducted from the total that is reconciled via your payouts from Xola.
Will I get a refund of the Service Fee if an event is canceled?
If you cancel the reservation and issue a full refund to the customer, the service fee will also be refunded to your company. The customer will see the refund for the reservation. Xola will add the service fee back to your balance in Xola, and it will be included in your next payout.