Arctic Reservations

Arctic Reservations

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You’ve Got Mail

One of the most powerful features in Arctic and, until now recently, one of the least documented is the email feature. Emails are, in many cases, your most prolific points of contact with your guests and, in some cases, are the only forms of communication you may have with a guest prior to their arrival for their trip or activity. With this in mind, Arctic has you covered from creating templates and designs to customizing email senders, scheduling triggered emails and tracking external emails.

In the latest update to our support documentation, we added the Email Chapter, which explain how to set up email senders, how to create awesome email designs that will reflect your company’s style, and provide some great tips to stay “CAN SPAM” compliant so your important emails reach your guests. We have even added some helpful sections for some of the commonly used advanced coding techniques, like the popular and useful “IF” statements, as well as SmartContent formatting tips. All of these tools will help you create awesome personalized and informative emails for each of your guests.

Now that we have given you the tools, don’t forget to infuse your emails with your own style and “brand”. No matter what type of company you are, you all have your own lingo and style, so don’t be too hum drum with those emails. Make them reflect who you are as an adventure company. If you are running “Deliverance” style rafting trips complete with banjo music or if you are a snow cat company offering killer snow to shred, make sure your emails reflect that. Your emails should help get your guests excited about their adventure with you and when successful, help add to your mystique to make the experience truly unforgettable. Remember, your guests are coming for an adventure, so while you need to convey important information in your emails don’t forget to have some fun too. Your guests won’t forget it and will truly appreciate your efforts.

If you need any help creating your email designs or templates, don’t hesitate to contact support. We are always ready to help.

Keep Business Running Smoothly with a Back Up Gateway Provider

In light of the recent Authorize.Net outages and disruptions of payment processing capabilities, we would like to suggest that you consider a back up gateway provider. Arctic has the ability to support multiple payment gateways for the same installation. Having multiple payment gateways set up would allow you to select your back up gateway when your primary gateway or “default” gateway is having a service issue ensuring that you can continue to run your businesses smoothly and without hassle to you and your guests. Stripe is a good potential back up gateway provider as they do not have any associated monthly fees, so you would not be paying additional fees to have the safety and security of a secondary payment gateway. However, you could choose from any of the other supported gateway providers. These are Bluepay, Moneris and Payware.

To use a back up gateway, you would be able to keep your primary gateway as the default gateway and then when a service issue arises with your primary gateway manually choose to run transactions through your back up gateway. You could do this per transaction by selecting your back up gateway from the “Gateway” drop down menu as shown here:
Choosing a Gateway

Or you can make your back up gateway the default gateway for the day by going to the “Settings” page under “Credit Card Processing” and clicking the “Pencil” icon next to “Default Payment Gateway”. On the “Configure Default Gateway” page, choose your back up gateway from the “Gateway” drop down menu as shown here:

Default Gateway

Once the back up gateway has been selected click “Save Setting” to save your changes. If you set the back up as the new default gateway be sure you remember to change the default back to your primary once the service issue is resolved.

One thing to keep in mind when using your back up gateway, the other gateway providers besides do not offer automatic batching like Authorize.Net does. If you have your Authorize.Net gateway set up to batch credit card transactions automatically, you will have to manually record the transactions processed through your back up gateway to ensure that your End of Day Balance reports correctly reflect all of the business processed through your back up gateway. For more information on recording deposits see Section 13.12 of the Invoices Chapter.

The benefits to having a backup gateway provider are that you will be able to seamlessly continue processing payments through Arctic not only via the back end but your online guests will not notice an interruption either. This will keep the experience of your online guests top notch and eliminate the extra work generated by phone calls from customers who are unable to make payments or complete their reservations online. As always if you have any questions or concerns about setting up a back up payment gateway, feel free to contact support and we will be happy to help.


The Mystery of the Vanishing Refund Option

Many of you have reported a strange and perplexing phenomenon akin to paranormal activity and the great unsolved mysteries of our time, like the lost city of Atlantis or the strange disappearance of Flight 19. You have all experienced it even if you haven’t noticed it. Your refund option has disappeared without a trace. You have searched, you have reloaded the page, but each time you click the “gear” icon, the refund option has failed to appear. Adding to the strange, mysterious and uber-frustrating aspects of its disappearance is that this only happens occasionally. It just vanishes without a trace on one invoice but on others it’s still where it has always been. So you wonder and then you email support and ask, “Is Arctic broken?” “Am I missing something?” “WTF?”

Never fear, you actually haven’t entered the Twilight Zone nor have you been plunged into a parallel universe or taken a trip through the Bermuda Triangle and of the biggest relief, Arctic isn’t broken or just toying with you. The refund option has vanished because the original credit card payment is older than 120 days. (I know, booorrrinng, right? It would be cooler if we could blame its random and unexplained disappearance on the paranormal but sadly, this doesn’t qualify for the X-files.)

When an original credit card transaction is older than 120 days, the original transaction details can no longer be used to process a refund. You have to re-enter the card number to issue a refund and to do this you must perform an Unlinked Refund. Depending on your gateway provider, you may also have to get authorization from the provider prior to processing the Unlinked Refund and be sure your gateway is configured to process Unlinked/Blind Refunds, as is the case for Authorize.Net users. In other cases, you can process an Unlinked Refund without the extra steps or settings. In any case, if you are uncertain what your gateway provider requires to process an Unlinked Refund, you should contact them first before attempting to process the refund just to be sure everything is configured correctly and you have any necessary authorization.

There are step by step instructions on how to process an Unlinked Refund in Section 13.9 of the Invoice Chapter. This section will explain not only how to process a normal refund but also how to process an Unlinked Refund. There are other instances where you might want to use an Unlinked Refund besides the case described above, where the original transaction is older than 120 days. You also use the the Unlinked Refund option to issue a refund by check or cash (where the refund does not need to be linked to a specific payment), or if the guest wants you to process the refund to a different card than the original payment.

Now you know the mundane truth behind the vanishing refund option, but there are still plenty of unexplained phenomenon in the world for us to wonder and hypothesize about, like the inexplicable gravitational pull of freshly baked chocolate chip cookies. And while we can’t help unlock all of the unsolved mysteries in the world, feel free to contact support if you encounter strange and mysterious occurrences in Arctic or even if you just need assistance processing an Unlinked Refund and we will be happy to help. 🙂

Building on Arctic – The API

Today’s blog post will be a somewhat nerdy diversion from the usual topics, touching on a very powerful feature available to outfitters that want to do something unique or powerful using the information stored in Arctic Reservations. This is achieved through the Arctic API (which stands for application programming interface). The Arctic API allows another computer program, or a website, to connect to Arctic Reservations in order to share information between the two programs. Although this might seem like a simple idea, it provides a phenomenal range of possible uses.

Originally, the API was designed to allow extracting live trip availability information. This allowed building custom trip listing or calendar pages that reflected trip availability. But since launching version 2, the API has been expanded substantially to allow a number of additional powerful features.

We even use the API internally for a number of newly deployed features. For example, the new calendar booking interface is built completely off the API. All the code associated with the calendar booking interface is included in our Github repository as an example for those outfitters that want to build their own custom booking interfaces.

Other uses of the API that we have seen include:

  • Our billing system uses the API to create and issue invoices, and record automatic payments details.
  • The API allows extracting accounting information, and has been used to automatically update a separate accounting system.
  • Contact forms on the main outfitter website can be tightly integrated with Arctic to automatically generate customer records and inquiries based on the provided information. (The Github repository includes a complete example of how this works.)
  • User authentication can be built around the API, as it supports OAuth 2. This allows staff to use their Arctic credentials to login to other services, simplifying login management.

The API is not for everyone, and often requires having a knowledgable developer. But for the ambitious outfitters who want to achieve truly custom features or very powerful automation beyond the built in features of Arctic. We are happy to help suggest ways the API can be used to achieve certain features as well (although we can not provide support debugging code).

For those interested in learning more about the API, we recommend checking our Github repository, which includes a comprehensive PHP framework for interacting with the Arctic API. In addition, it includes a number of examples, both trivial demonstrations as well as more real-world use cases.

Reports, Reports & More Reports

Some of you are winding down from the winter season and some of your are gearing up for the upcoming summer season and some of you are just pausing long enough to wrap up one season before plunging into the next. In any case, one thing you all have in common is the need for reports. Whether you need reports to help you gather the information to provide to the forestry department or you want to know how your business did last season or you need to adjust your trip rosters so that you have all the information you need to prepare for your guests, Arctic has you covered.

The “Reports” feature within Arctic recently underwent a pretty significant re-organization. We made the “Browse Reports” page more navigable and made all of the different reporting options available from one location. Now, when you access the “Browse Reports” page, you will see each type of report you can create and run within Arctic assigned to its own tab.

Browse Reports
You can access formatted lists which include reports like trip rosters, trip summaries, rental summaries, etc; filter reports with custom sets of filters and columns for the various “Browse” pages, allowing you to select, view and export specific information; financial reports like the “End of Day Balance” and “Financial Summary” reports; pivot tables, which can be used to gain insights about referral sources, daily guest counts, sales by business group and much more; and finally other reports which are Gantt-style reports for rental item usage and guide allocations.

Along with the reorganization of the “Browse Reports” page, we have added several new tools for allowing you to control report formatting as well as the ability to “Star” reports so the reports you use often will be readily accessible.

The report formatting tools allow you to control the PDF layout of your reports, including page orientation, font size and more. All of the report layout settings are accessible on the “Settings” page under “Reports”.

“Starring” reports puts these reports in the “Reports” section of the “Navigation” menu on the left of your screen. This is a great way to keep the reports you use often at your finger tips for quick and easy access.


You can find out more about the types of reports available to you as well as information on how to build the reports you need along with “Starring” them and controlling their formatting in the Reports Chapter of the support documentation.

As always, feel free to contact support if you are having trouble generating a particular report or are unsure of the best report option to use to get the information you need and we will be happy to help.

It’s a Bird! It’s a Plane! It’s a Calendar!

Ok, so the title of the post is lame but the new calendar booking interface is sooo not lame. In the recent round of updates (did you catch our “Bird Song“?), Arctic introduced the ability to offer a calendar booking interface in place of the traditional “list” style interface we have always sported.

Isn’t it just fabulous?

Of course, as expected with new Arctic gadgets, we give you lots of control, you can choose the “List” format, the “Calendar” format or even mix and match the interfaces to use what works best for the type of trip being offered. By default, Arctic is set to automatically select the interface that will be ideal for the trips being viewed but you can override this selection and choose a preference if you wish.

Note: If your installation predates January 2015 then your default booking interface will be set to the “Trip List” since this used to be the only option.

For more details on how to rock the new calendar interface, check out the new “Booking Interface” guide in your handy dandy documentation. It will give you all the pertinent info to get the most out of the new booking interface options, and as always if you get lost or into trouble just shoot us an email. We’re better than Mighty Mouse.

Twitter Too? No Way!

Yes way! Not only do we have a blog but being a true a child of the 21st century, we also have a twitter feed. 😛 And guess what? It comes right to your Dashboard.

Twitter Dashboard

What do you suppose do we do with our little blue bird? We definitely don’t use it for nefarious purposes, although, that would be fun. We use our little bird to keep you, our beloved clients, in the know about important updates, newsletter publications and major occurrences, like last year’s outtages.

Our little bird will be tweeting away for the next several weeks as we roll out lots of new updates. (Is anyone else excited about this? I am.) There are tons of new updates that will be announced via our twitter feed so make sure you don’t miss any of the excitement and stay tuned for our bird song.

Dude, Arctic has a blog?

Ok. So I was very surprised and disheartened to find out many of you had no idea that Arctic has a blog which means all of our fun, witty, irreverent and pertinent posts are not being read. How could this be? I mean, I am not vain but I seriously don’t like talking to an empty room. I like an audience and a captive one is preferred. (It means you can’t leave. 😛 )

The solution? We bring the blog to you. Thus the creation of The Fix. Don’t worry you won’t be bombarded by useless and unwanted information. We will keep the posts relevant to the things that have been asked about or updates you need to know about.

Each edition of The Fix will have the most recent post, a few references to past posts so you can catch up easily if you missed a previous edition and a place for you to send us your questions or suggestions for future posts.

Now, you are in the know. Arctic does indeed have a blog and now a newsletter to boot. 😉

Giving Back

As we approach our tenth anniversary, we want to give back to the community. We have found three amazing organizations – all in someway related to our work – that we are supporting this year. With our origin serving the whitewater rafting industry, two of the organizations work to conserve and protect wild rivers: Western River Conservancy and American Rivers. In a different realm, but similarly important to us is the open source software community. Many components of Arctic Reservations are possible because of open source software, ranging from the operating system of our servers to the databases that store customer data. In appreciation of the community of volunteers who create such software, we are also supporting the Free Software Foundation. All three organizations are doing great work, and we feel lucky to be one of many providing a small contribution to their efforts.

Happy Holidays

We want to extend our gratitude to all the outfitters that have made 2015 another great year for Arctic Reservations. This season, Arctic helped a quarter of a million guests go on amazing adventures throughout North America. And with the exceptional feedback from the outfitters who use Arctic everyday, we made over 1,000 updates, introducing new features and improving existing ones. And there is so much more to come. Over the last five months, we have been working on a substantial update that will be going live in early 2016.

We want to extend a thank you to all our outfitters, and look forward to announcing many new and exciting updates in the coming months. We wish everyone a happy holidays!