E-Receipt FAQ

 
FREQUENTLY ASKED QUESTIONS - INTERNAL 
E-Receipts  
Last Revised: February 25 2013 
 
FREQUENTLY ASKED QUESTIONS - INTERNAL 
E-Receipts  
Last Revised: February 25 2013 
NOTE: Multiple SAP Concur product versions and UI themes are available, so this 
content might contain images or procedures that do not precisely match your 
implementation. For example, when SAP Fiori UI themes are implemented, home 
page navigation is consolidated under the SAP Concur Home menu. 
 
Questions   (Click to see the answers) 
General .......................................................................................................................... 1 
1.  What is a split folio? ................................................................................................ 1 
2.  Will an e-receipt vendor provide an e-receipt for a traveler in the event of a split folio? ...... 1 
3.  If a client has direct billing set up with their preferred car rental vendor, will their travelers 
still get e-receipts when they rent a car? .................................................................... 1 
4.  How can a client tell whether their travelers have opted in to the e-receipts program? ....... 1 
5.  If a client has direct billing set up with their preferred hotel vendor, will their travelers still 
get e-receipts when they stay at that hotel? ................................................................ 1 
6.  If a traveler pays for a hotel stay and is issued a credit later, will they receive an e-receipt 
for the credit? ........................................................................................................ 2 
7.  Will a traveler receive an e-receipt if the hotel or car is paid for with a centralized corporate 
card (ghost card)? .................................................................................................. 2 
8.  Will a traveler receive an e-receipt if the hotel or car is paid for with their personal credit 
card? .................................................................................................................... 2 
9.  Will an e-receipt be provided for a Cliqbook guest booking? ........................................... 2 
Airline E-Receipts ........................................................................................................... 3 
10. My company opted-in to the e-receipt program, but my travelers are not receiving e-receipts 
for their flights on any airline. Why not? ..................................................................... 3 
11. Is credit card number used to pay for an airline ticket displayed on the airline e-receipt? .... 4 
12. What is the timing for airline e-receipts?  When will they arrive? ..................................... 4 
Alamo ............................................................................................................................ 4 
13. What does a client need to do to receive e-receipts from Alamo? .................................... 4 

 
FREQUENTLY ASKED QUESTIONS - INTERNAL 
E-Receipts  
Last Revised: February 25 2013 
 
14. Will Alamo provide e-receipts for their properties internationally? ................................... 5 
Avis Budget .................................................................................................................... 5 
15. What does a client need to do to receive e-receipts from Avis and / or Budget? ................. 5 
16. Does a client need to complete and submit a form to Avis Budget in order to receive Avis 
Budget e-receipts? .................................................................................................. 5 
17. I just received an e-receipt from an Avis rental. Why didn’t it have line items detail? ......... 6 
18. Why does Avis provide summary-level e-receipts and not line item detail? ....................... 6 
19. Will Avis provide e-receipts for their properties internationally? ...................................... 6 
20. Will Avis and Budget provide an e-receipt for a walk-in rental? ....................................... 6 
21. Will Avis and Budget provide an e-receipt for a rental if the reservation was not made in 
Cliqbook? .............................................................................................................. 6 
22. If a client has direct billing set up with Avis and / or Budget, will their travelers still get e-
receipts when they rent a car? .................................................................................. 6 
23. Does a traveler need an Avis Wizard number to receive e-receipts? ................................. 7 
Car E-Receipts ................................................................................................................ 7 
24. Does a traveler need to reserve a car in Cliqbook in order to receive an e-receipt? ............ 7 
Carlson ........................................................................................................................... 7 
25. How does a traveler know whether a Carlson property provides e-receipts? ...................... 7 
26. For which brands will Carlson provide e-receipts? ......................................................... 7 
27. For which countries will Carlson provide e-receipts? ...................................................... 8 
28. Will Carlson provide e-receipts for their properties internationally? .................................. 8 
29. What does a client need to do to receive e-receipts from Carlson? .................................. 8 
30. Will Carlson provide an e-receipt for a traveler in the event of a No Show? ....................... 8 
31. Will Carlson provide an e-receipt for a traveler in the event of a split folio? ....................... 8 
32. If a block of rooms is reserved on one card, and then each guest pays for their stay with 
their own card, will Carlson send an e-receipt for each guest? ........................................ 8 
33. Will Carlson send an updated e-receipt if there are adjustments made to the folio after 
checkout?.............................................................................................................. 8 
34. Will Carlson send another e-receipt if there is a credit issued after a stay? ....................... 8 
35. Will Carlson provide an e-receipt for a stay where there is an advance deposit?................. 9 

 
FREQUENTLY ASKED QUESTIONS - INTERNAL 
E-Receipts  
Last Revised: February 25 2013 
 
Choice Hotels ................................................................................................................. 9 
36. For which brands will Choice provide e-receipts? .......................................................... 9 
37. Will Choice provide e-receipts for their properties internationally? ................................... 9 
38. What does a client need to do to receive e-receipts from Choice Hotels? .......................... 9 
Enterprise ...................................................................................................................... 9 
39. What does a client need to do to receive e-receipts from Enterprise? ............................... 9 
40. Will Enterprise provide e-receipts for their properties internationally? ............................ 10 
Hertz ............................................................................................................................ 10 
41. What is a Hertz CDP and does a client need to have one in order to receive Hertz e-receipts?10 
42. One of my employees recently rented a car from Hertz and did not receive an e-receipt. The 
traveler paid for the rental using a credit card that is opted-in to e-receipts in their Profile. 
Why didn’t they get an e-receipt? ............................................................................ 10 
43. If a client’s travelers make reservations in Cliqbook using the Hertz direct connect, will they 
receive e-receipts? ................................................................................................ 11 
44. Will Hertz provide e-receipts for their properties internationally? ................................... 11 
45. In order to get e-receipts from Hertz, does the client need to use the direct connect? ...... 11 
46.  Does a client still need to complete and submit a form to Hertz in order to receive Hertz e-
receipts? ............................................................................................................. 11 
Hilton ........................................................................................................................... 12 
47. Will Hilton provide an e-receipt for a traveler in the event of a No Show? ....................... 12 
48. For which brands will Hilton provide e-receipts? ......................................................... 12 
49. Will Hilton provide e-receipts for their properties internationally? .................................. 12 
50. If a client’s travelers make reservations in Cliqbook using the Hilton direct connect, will they 
receive e-receipts? ................................................................................................ 12 
51. What does a client need to do to receive e-receipts from Hilton? ................................... 12 
52. How does Hilton determine whether or not to pass an e-receipt to Concur? .................... 12 
Hotel ............................................................................................................................ 13 
53. Does a traveler need to book a hotel in Cliqbook in order to receive an e-receipt? ........... 13 

 
FREQUENTLY ASKED QUESTIONS - INTERNAL 
E-Receipts  
Last Revised: February 25 2013 
 
Hyatt ............................................................................................................................ 13 
How does a traveler know whether a Hyatt property provides e-receipts? ....................... 13 
For which brands will Hyatt provide e-receipts? .......................................................... 13 
Will Hyatt provide e-receipts for their properties internationally?................................... 13 
What does a client need to do to receive e-receipts from Hyatt? ................................... 14 
Will Hyatt provide an e-receipt for a traveler in the event of a No Show? ........................ 14 
Will Hyatt provide an e-receipt for a traveler in the event of a split folio? ....................... 14 
If a block of rooms is reserved on one card, and then each guest pays for their stay with 
their own card, will Hyatt send an e-receipt for each guest? ......................................... 14 
Will Hyatt send an updated e-receipt if there are adjustments made to the folio after 
checkout?............................................................................................................ 14 
Will Hyatt send another e-receipt if there is a credit issued after a stay? ........................ 14 
Will Hyatt provide an e-receipt for a stay where there is an advance deposit? ................. 14 
IHG .............................................................................................................................. 14 
Will IHG provide an e-receipt for a traveler in the event of a No Show? .......................... 14 
Will IHG provide an e-receipt for a traveler in the event of a split folio? ......................... 15 
For which brands will IHG provide e-receipts? ............................................................ 15 
Will IHG provide e-receipts for their properties internationally? ..................................... 15 
La Quinta ..................................................................................................................... 15 
For which brands will La Quinta provide e-receipts? .................................................... 15 
Will La Quinta provide e-receipts for their properties internationally? ............................. 15 
What does a client need to do to receive e-receipts from La Quinta? .............................. 15 
Will La Quinta provide an e-receipt for a traveler in the event of a split folio? .................. 15 
Will La Quinta provide an e-receipt for a traveler in the event of a No Show? .................. 15 
Will La Quinta provide an e-receipt for a stay where there is an advance deposit? ............ 16 
Will La Quinta send an updated e-receipt if there are adjustments made to the folio after 
checkout?............................................................................................................ 16 
Will La Quinta send another e-receipt if there is a credit issued after a stay? ................... 16 
How does a traveler know whether a La Quinta property provides e-receipts? ................. 16 

 
FREQUENTLY ASKED QUESTIONS - INTERNAL 
E-Receipts  
Last Revised: February 25 2013 
 
Marriott ........................................................................................................................ 16 
77. How does a traveler know whether a Marriott property provides e-receipts? ................... 16 
78. For which brands will Marriott provide e-receipts? ...................................................... 17 
79. Will Marriott provide e-receipts for their properties internationally? ............................... 17 
80. Will Marriott provide e-receipts Marriott-owned properties only, or also for franchise 
properties? .......................................................................................................... 17 
81. What does a client need to do to receive e-receipts from Marriott? ................................ 17 
82. Will Marriott provide an e-receipt for a traveler in the event of a No Show? .................... 17 
83. Will Marriott provide an e-receipt for a traveler in the event of a split folio? .................... 17 
84. If a block of rooms is reserved on one card, and then each guest pays for their stay with 
their own card, will Marriott send an e-receipt for each guest?...................................... 17 
85. Will Marriott send an updated e-receipt if there are adjustments made to the folio after 
checkout?............................................................................................................ 18 
86. Will Marriott send another e-receipt if there is a credit issued after a stay? ..................... 18 
87. Will Marriott provide an e-receipt for a stay where there is an advance deposit? .............. 18 
88. Does a client need to be based in the US or Canada for their travelers to receive Marriott e-
receipts? ............................................................................................................. 18 
National ....................................................................................................................... 18 
89. What does a client need to do to receive e-receipts from National? ............................... 18 
90. Will National provide e-receipts for their properties internationally? ............................... 19 
Starwood ..................................................................................................................... 19 
91. How does a traveler know whether a Starwood property provides e-receipts? ................. 19 
92. How quickly will an e-receipt be available to a traveler for submission on an expense report?19 
93. Will Starwood provide an e-receipt for a traveler in the event of a split folio? .................. 19 
94. Will Starwood provide e-receipts for their properties internationally? ............................. 19 
95. For which brands will Starwood provide e-receipts? .................................................... 19 
96. Will Starwood provide e-receipts for Bliss? ................................................................ 19 
97. One of my employees recently stayed at a Starwood property and did not receive an e-
receipt. They paid for the stay using a credit card that is opted-in to e-receipts in their 
Profile. Why didn’t they get an e-receipt?.................................................................. 19 

 
FREQUENTLY ASKED QUESTIONS - INTERNAL 
E-Receipts  
Last Revised: February 25 2013 
 
98. One of my employees recently stayed at a Starwood property and did not receive an e-
receipt. They paid for the stay in full using a credit card that is opted-in to e-receipts in their 
Profile, so this wasn’t a split folio. Why didn’t they get an e-receipt? ............................. 20 
99. What does a client need to do to receive e-receipts from Starwood? .............................. 20 
100. How does Starwood determine whether or not to pass an e-receipt to Concur? .............. 20 
Support ........................................................................................................................ 20 
101. A customer called Client Support and wanted to know why one of their travelers did not 
receive e-receipts for a recent trip that included a hotel stay and a car rental. What tools are 
available to Client Support to begin troubleshooting? .................................................. 20 
102. What should a traveler do if they do not receive an e-receipt for a hotel stay or car rental?20 
Timing .......................................................................................................................... 21 
103. How quickly will an e-receipt be available to a traveler for submission on an expense 
report? ............................................................................................................... 21 

FREQUENTLY ASKED QUESTIONS - INTERNAL

E-Receipts

Last Revised: February 25 2013

Page 1

General

1. What is a split folio?

A split folio occurs when a hotel guest pays for their stay using more than one form

of payment. For example, a guest might pay cash or use a personal credit card for

charges outside of their company’s travel policy (in-room movies, laundry or mini bar

items) and pay for true business expenses (room, tax, hotel restaurant meals) with

their corporate card.

2. Will an e-receipt vendor provide an e-receipt for a traveler in the event of a

split folio?

Travelers will generally not receive an e-receipt for a hotel stay when there is a split

folio. In some cases this is due to a limitation of the hotel’s Property Management

System, which is incapable of providing an e-receipt for only the business expenses

paid for the traveler with their corporate card. In other cases hotel vendors cite data

privacy concerns for their guests as the basis for not passing an e-receipt for a hotel

stay paid for with more than one form of payment.

3. If a client has direct billing set up with their preferred car rental vendor, will

their travelers still get e-receipts when they rent a car?

No. We have to be able to associate an e-receipt to a user in CT&E. As part of the

receipt for an opted-in user, the credit card used to pay for a rental must be a card

that is opted-in to the e-receipt program in the user’s Profile. When a company has a

direct billing arrangement with a car rental vendor, the traveler is not paying for the

rental with a credit card. So there is no way to associate that e-receipt with the

traveler.

4. How can a client tell whether their travelers have opted in to the e-receipts

program?

The Company E-Receipt Opt Ins report shows a list of all employees, whether they

have opted to receive e-receipts, and a masked list of all their personal cards, as well

as whether each card is in the program or has been opted out. The report is located

under Reporting > Travel Reports.

5. If a client has direct billing set up with their preferred hotel vendor, will

their travelers still get e-receipts when they stay at that hotel?

No. Hotel vendors do not send e-receipts to Concur unless the stay was paid for with

a corporate card that is opted-in to the Concur e-receipt program and belongs to an

opted-in user at an opted-in client. As part of the privacy policy, CT&E users opt in to

the e-receipt program. In order for us to load an e-receipt for an opted-in user, the

FREQUENTLY ASKED QUESTIONS - INTERNAL

E-Receipts

Last Revised: February 25 2013

Page 2

credit card used to pay for a stay must be a card that is opted-in to the e-receipt

program in the user’s Profile. When a company has a direct billing arrangement with

a hotel vendor, the traveler is not paying for the stay with a credit card. The hotel

vendors do not pass us e-receipts for these direct-billed clients.

6. If a traveler pays for a hotel stay and is issued a credit later, will they

receive an e-receipt for the credit?

No. Hotel vendors do not send e-receipts for credits issued after checkout.

7. Will a traveler receive an e-receipt if the hotel or car is paid for with a

centralized corporate card (ghost card)?

Yes. If a hotel stay or car rental is paid for using a ghost card, we will load an e-

receipt that is passed by the vendor as long as the ghost card has been opted in to

the e-receipt program and the traveler is associated with that ghost card.

8. Will a traveler receive an e-receipt if the hotel or car is paid for with their

personal credit card?

Yes. If a traveler pays for a hotel stay or car rental with their personal credit card,

we will load an e-receipt that is passed by the vendor as long as the personal credit

card has been opted in to the e-receipt program in the traveler’s Profile.

9. Will an e-receipt be provided for a Cliqbook guest booking?

Scenario: I am opted-in to e-receipts and book a hotel reservation for a guest

traveler. I guarantee the hotel booking against my credit card and fax a copy of the

card to the hotel for billing. The hotel charges my card for the guest traveler hotel

reservation. The guest name is the guest traveler’s, not mine.

It is quite possible to receive e-receipts from hotels for Cliqbook guest bookings (not

to be confused with assistant bookings).

FREQUENTLY ASKED QUESTIONS - INTERNAL

E-Receipts

Last Revised: February 25 2013

Page 3

“Guest booking” is booking for someone who is not in Cliqbook.

The hotel vendors determine which e-receipts to pass to Concur based on the credit

card number. They will pass Concur an e-receipt for a stay paid for by a card opted-

in to the Concur e-receipts program.

As far as e-receipt matching is concerned in CTE, once we receive an e-receipt from

a hotel vendor, the trip is the booking user’s trip, not the guest’s trip, as the user_id

of the person booking the trip is what is stored in our database.

When a hotel vendor passes an e-receipt to Concur we have a primary matching

mechanism and a fallback matching mechanism whereby we try to match the e-

receipt to a trip and a user in our system. Primary matching is on confirmation

number, and if that fails we try to find a trip in the system for that user in that

timeframe. And of course we won’t load the e-receipt unless the card used to pay

for the stay is opted in and associated with that user’s profile.

For guest bookings:

If we find a confirmation number match, the e-receipt will be loaded. We will think

that the trip belongs to the booking user. We don’t validate that the name of the trip

user matches the name of the traveler on the receipt.

If we don’t find a confirmation number match, we will be unable to find a trip date +

user name + card match. The traveler’s name won’t match the trip user’s name, and

we won’t match the e-receipt.

There are specific circumstances where a hotel vendor will not pass the e-receipt to

us. Split folio is one example. Adapted to this scenario below, if the user booking the

trip for the guest prepaid with his/her own card, and the guest ended up paying a

portion of the folio at checkout with either cash or a card of their own, the hotel

vendors won’t pass the e-receipt to us because they don’t pass e-receipts to us

where there is > 1 form of payment (aka split folio).

Airline E-Receipts

10. My company opted-in to the e-receipt program, but my travelers are not

receiving e-receipts for their flights on any airline. Why not?

In addition to opting in to the e-receipt program a client must enable another setting

to receive air e-receipts. On the travel config page in Cliqbook, a client would enable

the following, if they want to accept an air itinerary as an e-receipt.

FREQUENTLY ASKED QUESTIONS - INTERNAL

E-Receipts

Last Revised: February 25 2013

Page 4

Air e-receipts are actually built from the itinerary/ticket data. So they’re a bit

different than the e-receipts we receive from hotel and car rental vendors, which

send us separate e-receipt feeds (hotel folio or car rental folio data files) after car

rental return or hotel checkout.

11. Is credit card number used to pay for an airline ticket displayed on the

airline e-receipt?

The last four digits of the card number are displayed on air e-receipts only when

flights are purchased via instant purchase direct connects. All GDS-booked airline

tickets do not have card number displayed on the airline e-receipts. This rule was

implemented intentionally, as only in instant purchase direct connects is the card

number used to book the flight always the card used to pay for the ticket.

12. What is the timing for airline e-receipts? When will they arrive?

Airline e-receipts are created from ticket data. Usually that comes from the agency

queueing that ticket to us for us to pick up in QueueSucker or GIDS a few hours

later. For direct connects like Southwest, the airline actually issues the ticket directly

so that happens in real time as the flight is booked.

Alamo

13. What does a client need to do to receive e-receipts from Alamo?

To receive e-receipts from Alamo, the following must all be true:

• Client is opted in to the e-receipts program in CT&E.

• Client has a valid Alamo company discount number assigned to them by

Alamo.

• The client has entered their Alamo company discount number in their travel

configuration in Cliqbook.

• The Alamo company discount number is entered into the Discount Code field

in the company travel configuration via Travel System Admin > Manage

FREQUENTLY ASKED QUESTIONS - INTERNAL

E-Receipts

Last Revised: February 25 2013

Page 5

Corporate Discounts > Car Vendors section:

• The traveler is opted in to the e-receipts program.

• The card used by the traveler to pay for the rental must be opted in to e-

receipts in their Profile.

14. Will Alamo provide e-receipts for their properties internationally?

Alamo will provide car rental folio data for rentals from properties in the United

States and Canada.

Avis Budget

15. What does a client need to do to receive e-receipts from Avis and / or

Budget?

To receive e-receipts from Avis and / or Budget, the following must all be true:

• Client is opted in to the e-receipts program in CT&E.

• Client has a valid Avis and/or Budget company discount number assigned to

them by Avis Budget Group. Avis company discount numbers are called AWD

codes (Avis Worldwide Discount). Budget company discount numbers are

known as BCD codes (Budget Customer Discount).

• The client has entered their AWD and/or BCD code in their travel

configuration in Cliqbook. The company discount number is entered for a

company by their travel agency or travel manager in Travel System Admin

> Manage Corporate Discounts > Car Vendors.

• The traveler must be opted in to the Concur e-receipts program.

• The card used to pay for the rental must be opted in to e-receipts in the

traveler’s Profile.

16. Does a client need to complete and submit a form to Avis Budget in order to

receive Avis Budget e-receipts?

No. As of 3/1/2012 Avis Budget Group eliminated the requirement for the clients to

contact them to enroll in the e-receipt program. Avis Budget will auto-enroll clients

to receive Avis Budget e-receipts based on the AWD and/or BCD code entered in the

client’s travel configuration in Cliqbook.

FREQUENTLY ASKED QUESTIONS - INTERNAL

E-Receipts

Last Revised: February 25 2013

Page 6

17. I just received an e-receipt from an Avis rental. Why didn’t it have line

items detail?

Avis provides summary-level e-receipts.

18. Why does Avis provide summary-level e-receipts and not line item detail?

This is a business decision on the part of Avis. The e-receipt integration between

Concur and Avis does technically support line item level details. Concur will load and

display summary or detailed receipts, depending upon what Avis provides for a

client.

19. Will Avis provide e-receipts for their properties internationally?

An Avis or Budget customer based in US, Canada, Australia, New Zealand, and South

America that is participating in the e-receipt program will receive an e-receipt for a

rental from any e-receipt capable property, regardless of the geographical location of

the rental property. Customers in Europe, Asia and other regions will not receive e-

receipts.

20. Will Avis and Budget provide an e-receipt for a walk-in rental?

Avis and Budget will provide an e-receipt for a walk-in rental (a rental at the counter

with no prior reservation) as long as the client’s company discount number (Avis

Worldwide Discount or Budget Customer Discount) is on the rental.

21. Will Avis and Budget provide an e-receipt for a rental if the reservation was

not made in Cliqbook?

Avis and Budget will provide an e-receipt for a rental as long as the client’s company

discount number (Avis Worldwide Discount or Budget Customer Discount) is on the

rental, and Avis has enabled that AWD or BCD number for e-receipts. When Avis /

Budget sends an e-receipt, the matching logic in CT&E will attempt first to match the

e-receipt to a confirmation number. In the event that it cannot, it will attempt to

match it to a trip at the same time of the rental for that traveler. We will only load

an e-receipt for a traveler if the card used to pay for the rental is opted-in to the e-

receipt program in the traveler’s profile.

22. If a client has direct billing set up with Avis and / or Budget, will their

travelers still get e-receipts when they rent a car?

No. We have to be able to associate an e-receipt to a user in CT&E. As part of the

receipt for an opted-in user, the credit card used to pay for a rental must be a card

that is opted-in to the e-receipt program in the user’s Profile. When a company has a

direct billing arrangement with a car rental vendor, the traveler is not paying for the

rental with a credit card. So there is no way to associate that e-receipt with the

traveler.

FREQUENTLY ASKED QUESTIONS - INTERNAL

E-Receipts

Last Revised: February 25 2013

Page 7

23. Does a traveler need an Avis Wizard number to receive e-receipts?

Wizard numbers are Avis’ frequent renter numbers. CT&E does not use a traveler’s

Wizard number in their profile to match an e-receipt to a traveler.

Car E-Receipts

24. Does a traveler need to reserve a car in Cliqbook in order to receive an e-

receipt?

No, with the exception of Hertz.

If a user has opted in to e-receipts and opted in one or more of the cards in their

profile, then they may receive an e-receipt even if they don’t make their car rental

reservation in Cliqbook (e.g. walk-up, agent-booked car, car booked through another

booking source).

Car vendors (Enterprise, National, Alamo, Avis and Budget) determine which e-

receipts to send us based on a list of opted in company discount numbers. When the

car rental agency sees a folio after car return with an opted-in company discount

number on the rental, they send an e-receipt to Concur.

We try to match the e-receipt to an itinerary, but in the event that we can’t (not

booked in Cliqbook, for example), we try to match it to a user who had a trip at the

time of the rental, and we only load it for a user if the card used to pay for the rental

is opted in to the e-receipt program.

So the client does need to have Cliqbook to make this work (opt in to e-receipts,

allow end users to opt in and opt in their cards), but the traveler does not have to

book the car in Cliqbook to receive an e-receipt.

Carlson

25. How does a traveler know whether a Carlson property provides e-receipts?

Carlson provides Concur a list of e-receipt capable properties. For Carlson

properties, the e-receipt capable icon is displayed in Cliqbook only if the property is

e-receipt capable, per the list that Carlson provided.

26. For which brands will Carlson provide e-receipts?

Carlson will provide e-receipts for Radisson, Country Inns & Suites, Park Inn, and

Park Plaza.

FREQUENTLY ASKED QUESTIONS - INTERNAL

E-Receipts

Last Revised: February 25 2013

Page 8

27. For which countries will Carlson provide e-receipts?

Aruba, Australia, Bahamas, Bangladesh, Belize, Bolivia, Brunei, Canada, Chile, China,

Colombia, Costa Rica, Ecuador, Fiji, French Polynesia, Germany, Guatemala,

Hungary, India, Israel, Japan, Mexico, Nepal, Netherlands, Panama, Peru,

Philippines, Puerto Rico, Saint Martin (French part), Thailand, United Kingdom,

United States, and Uruguay.

28. Will Carlson provide e-receipts for their properties internationally?

Yes. Carlson provides e-receipts for over 700 properties in 33 countries.

29. What does a client need to do to receive e-receipts from Carlson?

To receive e-receipts from Carlson, the following must all be true:

• Client is opted in to the e-receipts program in CT&E.

• The traveler must be opted in to the Concur e-receipts program.

• The card used to pay for the stay must be opted in to e-receipts in the

traveler’s Profile.

30. Will Carlson provide an e-receipt for a traveler in the event of a No Show?

No. “No Show” reservations will not get an e-receipt.

31. Will Carlson provide an e-receipt for a traveler in the event of a split folio?

Yes, if the card or cards used to pay for the stay are opted in to e-receipts and the

folio is balanced.

32. If a block of rooms is reserved on one card, and then each guest pays for

their stay with their own card, will Carlson send an e-receipt for each guest?

Yes, as long as the guest’s opted-in credit card is used as the final means of

payment.

33. Will Carlson send an updated e-receipt if there are adjustments made to the

folio after checkout?

No.

34. Will Carlson send another e-receipt if there is a credit issued after a stay?

No.

FREQUENTLY ASKED QUESTIONS - INTERNAL

E-Receipts

Last Revised: February 25 2013

Page 9

35. Will Carlson provide an e-receipt for a stay where there is an advance

deposit?

Yes.

Choice Hotels

36. For which brands will Choice provide e-receipts?

Choice will provide e-receipts for Comfort Inn, Comfort Suites, Quality, Econo Lodge,

Sleep Inn, Clarion, Cambria Suites, MainStay Suites, Suburban, and Rodeway Inn.

37. Will Choice provide e-receipts for their properties internationally?

Choice provides e-receipts for properties in the United States and Canada.

38. What does a client need to do to receive e-receipts from Choice Hotels?

To receive e-receipts from Choice Hotels, the following must all be true:

• Client is opted in to the e-receipts program in CT&E.

• The traveler must be opted in to the Concur e-receipts program.

• The card used to pay for the rental must be opted in to e-receipts in the

traveler’s Profile.

Enterprise

39. What does a client need to do to receive e-receipts from Enterprise?

To receive e-receipts from Enterprise, the following must all be true:

• Client is opted in to the e-receipts program in CT&E.

• Client has a valid Enterprise corporate customer number (company discount

number) assigned to them by Enterprise.

• The client has entered their Enterprise corporate customer number in their

travel configuration in Cliqbook. The Enterprise corporate customer number is

entered for a company by their travel agency or travel manager in Travel

System Admin > Company Specific > Manage Corporate Discounts >

Car Vendors.

• The traveler is opted in to the e-receipts program.

• The card used by the traveler to pay for the rental must be opted in to e-

receipts in their Profile.

FREQUENTLY ASKED QUESTIONS - INTERNAL

E-Receipts

Last Revised: February 25 2013

Page 10

40. Will Enterprise provide e-receipts for their properties internationally?

Enterprise customers in the United States and Canada will receive e-receipts from

enabled car rental properties in the US (including properties in Puerto Rico), Canada,

the UK, Ireland and Germany. Customers in Europe, Asia and other regions will not

receive e-receipts.

Hertz

41. What is a Hertz CDP and does a client need to have one in order to receive

Hertz e-receipts?

The Hertz CDP, or Counter Discount Program, is a contract or program that has been

established in cooperation with a company or organization under which individuals

with specified characteristics are entitled to rent on rental terms that differ from

those generally offered to the public. The CDP is Hertz’ corporate rate program.

CDP’s are identified by unique numbers ("CDP Numbers"), and require those who

wish to rent under the terms of a CDP to furnish Hertz with the appropriate CDP

Number.

In order to receive e-receipts from Hertz, a client is required to have a CDP number

assigned to them by Hertz. Moreover, the CDP assigned to a client must be unique to

that client. The CDP must also be on the reservation/rental.

Hertz does have “generic” CDP numbers that are used by multiple people/companies,

but Hertz will not set up generic CDP numbers for e-receipts due to their privacy

policy. If a client is using a generic CDP number they must contact Hertz and be

assigned a unique CDP if they want to be set up by Hertz to receive e-receipts.

42. One of my employees recently rented a car from Hertz and did not receive

an e-receipt. The traveler paid for the rental using a credit card that is

opted-in to e-receipts in their Profile. Why didn’t they get an e-receipt?

The car was not reserved through Cliqbook.

To receive e-receipts from Hertz, the following must all be true:

• Client is opted in to the e-receipts program in CT&E.

• Client has a valid Hertz Counter Discount Program (CDP) number assigned

uniquely to them by Hertz.

• Hertz has enabled the client to receive e-receipts. The client must contact

their Hertz account manager to receive e-receipts from Hertz. After the Hertz

account manager emails the request to Hertz Sales System Maintenance,

Hertz will activate the client's CDP for e-receipts.

• The traveler is opted in to the Concur e-receipts program.

• The traveler must make the reservation through Cliqbook.

FREQUENTLY ASKED QUESTIONS - INTERNAL

E-Receipts

Last Revised: February 25 2013

Page 11

• The card used to make the reservation must be opted in at the time the

reservation is made.

• The card used to pay for the rental must be opted in to e-receipts.

• The card used to pay for the rental upon rental return must be the same card

used to make the reservation.

43. If a client’s travelers make reservations in Cliqbook using the Hertz direct

connect, will they receive e-receipts?

Yes.

44. Will Hertz provide e-receipts for their properties internationally?

Yes.

45. In order to get e-receipts from Hertz, does the client need to use the direct

connect?

No. To receive e-receipts from Hertz, the following must all be true:

• Client is opted in to the e-receipts program in CT&E.

• Client has a valid Hertz Counter Discount Program (CDP) number assigned

uniquely to them by Hertz.

• Hertz has enabled the client to receive e-receipts. The client must contact

their Hertz account manager to receive e-receipts from Hertz. After the Hertz

account manager emails the request to Hertz Sales System Maintenance,

Hertz will activate the client’s CDP for e-receipts.

• The traveler is opted in to the Concur e-receipts program.

• The traveler must make the reservation through Cliqbook.

• The card used to make the reservation must be opted in at the time the

reservation is made.

• The card used to pay for the rental must be opted in to e-receipts.

• The card used to pay for the rental upon rental return must be the same card

used to make the reservation.

46. Does a client still need to complete and submit a form to Hertz in order to

receive Hertz e-receipts?

No. We were informed by Hertz in May of 2012 that they were eliminating the

“Concur Agreement” form that they had been requiring to activate e-receipts for a

client’s CDP. Hertz still needs to enable e-receipts for a client but there is a new

process to do so that replaces the form. Hertz will now accept an email from the

client’s Hertz Account Managers stating that "Company XYZ, Contract # 123, would

like to have their contract enabled for Concur E-receipts." A Concur/Hertz client who

wants to be enabled by Hertz to receive e-receipts from Hertz into Concur Travel &

FREQUENTLY ASKED QUESTIONS - INTERNAL

E-Receipts

Last Revised: February 25 2013

Page 12

Expense should contact their Hertz account manager and request that their CDP be

enabled for Concur e-receipts. The Hertz account manager would then send an email

to Hertz Sales System Maintenance to enable the client’s CDP for e-receipts.

Hilton

47. Will Hilton provide an e-receipt for a traveler in the event of a No Show?

Yes. In the event a guest does not cancel a reservation in advance per Hilton’s

policy, we have seen that Hilton will pass an e-receipt that reflects the charge for the

No Show.

48. For which brands will Hilton provide e-receipts?

Hilton will provide e-receipts for Hilton Hotels, Conrad Hotels, Doubletree, Embassy

Suites Hotels, Hampton Hotels, Hilton Garden Inn, Homewood Suites, and Waldorf

Astoria Collection.

49. Will Hilton provide e-receipts for their properties internationally?

Hilton provides e-receipts for all properties in United States, and some properties in

Canada and Mexico. Hilton does not provide e-receipts for properties outside of North

America.

50. If a client’s travelers make reservations in Cliqbook using the Hilton direct

connect, will they receive e-receipts?

Yes.

51. What does a client need to do to receive e-receipts from Hilton?

To receive e-receipts from Hilton, the following must all be true:

• Client is opted in to the e-receipts program in CT&E.

• The traveler must be opted in to the Concur e-receipts program.

• The card used to pay for the rental must be opted in to e-receipts in the

traveler’s Profile.

52. How does Hilton determine whether or not to pass an e-receipt to Concur?

Hilton passes an e-receipt to Concur when a hotel stay is paid for with a credit card

that is opted-in to the Concur e-receipts program.

FREQUENTLY ASKED QUESTIONS - INTERNAL

E-Receipts

Last Revised: February 25 2013

Page 13

Hotel

53. Does a traveler need to book a hotel in Cliqbook in order to receive an e-

receipt?

If a user has opted in to e-receipts and opted in one or more of the cards in their

profile, then they may receive an e-receipt even if they don’t make their hotel

reservation in Cliqbook (e.g. walk-up, agent-booked stay, stay booked through

another booking source).

Hotel vendors (Choice, Hilton, IHG and Starwood) determine which e-receipts to

send us based on a list of opted in cards. When the hotel sees a folio after checkout

paid for by one of those opted in cards, they send the e-receipt to Concur.

We try to match the e-receipt to an itinerary, but in the event that we can’t (not

booked in Cliqbook, for example), we try to match it to a user who had a trip at the

time of the stay, and we only load it for a user if the card used to pay for the stay is

opted in to the e-receipt program.

So the client does need to have Cliqbook to make this work (opt in to e-receipts,

allow end users to opt in and opt in their cards), but the traveler does not have to

book the stay in Cliqbook to receive an e-receipt.

Hyatt

54. How does a traveler know whether a Hyatt property provides e-receipts?

Hyatt provides Concur a list of e-receipt capable properties. For Hyatt properties, the

e-receipt capable icon is displayed in Travel only if the property is e-receipt capable,

per the list that Hyatt provided.

55. For which brands will Hyatt provide e-receipts?

Hyatt will provide e-receipts for Hyatt, Park Hyatt, Andaz, Grand Hyatt, Hyatt

Regency, Hyatt Resorts, Hyatt Place, Hyatt Summerfield Suites, Hotel Sierra and

AVIA.

56. Will Hyatt provide e-receipts for their properties internationally?

Initially Hyatt will provide e-receipts for 157 Hyatt properties in the US, 5 properties

in Canada, 1 property in Aruba, and 1 property in Trinidad.

In a second phase in 2012 Hyatt will begin providing e-receipts for an additional 150

properties in the US, Canada, Aruba, Trinidad and Tobago, and Curacao.

Hyatt has over 450 properties globally, and plans to provide e-receipts for additional

properties later in 2013.

FREQUENTLY ASKED QUESTIONS - INTERNAL

E-Receipts

Last Revised: February 25 2013

Page 14

57. What does a client need to do to receive e-receipts from Hyatt?

To receive e-receipts from Hyatt, the following must all be true:

• Client is opted in to the e-receipts program in CT&E.

• The traveler must be opted in to the Concur e-receipts program.

• The card used to pay for the stay must be opted in to e-receipts in the

traveler’s Profile.

58. Will Hyatt provide an e-receipt for a traveler in the event of a No Show?

No, Hyatt will only provide an e-receipt to guests who have checked out. “No Show”

reservations will not get an e-receipt.

59. Will Hyatt provide an e-receipt for a traveler in the event of a split folio?

No, Hyatt will not provide an e-receipt for a stay where there is a split folio.

60. If a block of rooms is reserved on one card, and then each guest pays for

their stay with their own card, will Hyatt send an e-receipt for each guest?

Yes, as long as the guest’s opted-in credit card is used as the final means of

payment.

61. Will Hyatt send an updated e-receipt if there are adjustments made to the

folio after checkout?

No.

62. Will Hyatt send another e-receipt if there is a credit issued after a stay?

No.

63. Will Hyatt provide an e-receipt for a stay where there is an advance

deposit?

Yes. The deposit will show on the e-receipt that will be sent after the guest stays

and checks out.

IHG

64. Will IHG provide an e-receipt for a traveler in the event of a No Show?

No, IHG will not provide an e-receipt in the event a guest does not cancel a

reservation in advance per IHG’s policy.

FREQUENTLY ASKED QUESTIONS - INTERNAL

E-Receipts

Last Revised: February 25 2013

Page 15

65. Will IHG provide an e-receipt for a traveler in the event of a split folio?

No, IHG will not provide an e-receipt for a stay where there is a split folio.

66. For which brands will IHG provide e-receipts?

InterContinental Hotel Group (IHG) will provide e-receipts for InterContinental,

Holiday Inn, Holiday Inn Express, Crowne Plaza, Staybridge Suites, Candlewood

Suites, and Hotel Indigo.

67. Will IHG provide e-receipts for their properties internationally?

IHG provides e-receipts for stays at properties in the United States, Canada and

Australia.

La Quinta

68. For which brands will La Quinta provide e-receipts?

La Quinta will provide e-receipts for La Quinta Inns and La Quinta Inns & Suites.

69. Will La Quinta provide e-receipts for their properties internationally?

La Quinta will provide e-receipts for over 800 properties in the United States. La

Quinta will not provide e-receipts for properties in Canada and Mexico.

70. What does a client need to do to receive e-receipts from La Quinta?

To receive e-receipts from La Quinta, the following must all be true:

• Client is opted in to the e-receipts program in CT&E.

• The traveler must be opted in to the Concur e-receipts program.

• The traveler must make the reservation through Cliqbook.

• The card used to pay for the rental must be opted in to e-receipts in the

traveler’s Profile.

71. Will La Quinta provide an e-receipt for a traveler in the event of a split folio?

No, La Quinta will not provide an e-receipt for a stay where there is a split folio.

72. Will La Quinta provide an e-receipt for a traveler in the event of a No Show?

No, La Quinta will only provide an e-receipt to guests who have checked out. “No

Show” reservations will not get an e-receipt.

FREQUENTLY ASKED QUESTIONS - INTERNAL

E-Receipts

Last Revised: February 25 2013

Page 16

73. Will La Quinta provide an e-receipt for a stay where there is an advance

deposit?

La Quinta does not normally require advanced deposits / pre-payments. There are

rare blackout events, such as the Super Bowl, that have pre-payment stipulations,

however it is La Quinta’s standard procedure to only obtain authorization at check-in

for the amount of the stay; the actual sale transaction is normally done at check-

out. So a pre-payment is quite rare, but a guest would receive an e-receipt if the

collected pre-payment for the required amount was taken with the same credit card

used to balance the folio charges, and the guest checked in and out.

74. Will La Quinta send an updated e-receipt if there are adjustments made to

the folio after checkout?

No. Adjustments made to the folio prior to the e-receipt being processed to be sent

to Concur will be reflected in the e-receipt La Quinta sends to Concur. La Quinta will

not send another e-receipt for adjustments made after the initial e-receipt was

processed and sent to Concur.

75. Will La Quinta send another e-receipt if there is a credit issued after a stay?

No. Credits to the folio made prior to the e-receipt being processed to be sent to

Concur will be reflected on the e-receipt La Quinta sends to Concur. La Quinta will

not send another e-receipt for credits issued after the initial e-receipt was processed

and sent to Concur.

76. How does a traveler know whether a La Quinta property provides e-

receipts?

For La Quinta properties, the E-Receipt Enabled icon is displayed in Cliqbook only if

the property is e-receipt capable. La Quinta provides to Concur a list of properties

that are not capable of providing e-receipts, and we use that exclusion list by not

displaying the E-Receipt Enabled icon for those properties. At this time there are

four La Quinta properties that are not e-receipt enabled: one in Manhattan, NY, one

in Vancouver, British Columbia, and two in Mexico (Poza Rica and Juarez properties).

Marriott

77. How does a traveler know whether a Marriott property provides e-receipts?

Marriott provides to Concur a list of e-receipt capable properties in the US and

Canada. For Marriott properties, the e-receipt capable icon is displayed in Cliqbook

only if the property is e-receipt capable, per the list that Marriott provided.

FREQUENTLY ASKED QUESTIONS - INTERNAL

E-Receipts

Last Revised: February 25 2013

Page 17

78. For which brands will Marriott provide e-receipts?

Marriott will provide e-receipts for Marriott, JW Marriott, Renaissance, Courtyard,

Residence Inn, Fairfield Inn & Suites, TownePlace Suites, SpringHill Suites, Ritz-

Carlton, EDITION and Autograph Collection.

79. Will Marriott provide e-receipts for their properties internationally?

No. Marriott provides e-receipts for more than 3,000 properties in the United States

and Canada.

80. Will Marriott provide e-receipts Marriott-owned properties only, or also for

franchise properties?

Marriott provides e-receipts for franchise and company-owned properties.

81. What does a client need to do to receive e-receipts from Marriott?

To receive e-receipts from Marriott, the following must all be true:

• Client is opted in to the e-receipts program in CT&E.

• Marriott enrolls the client to receive e-receipts (this happens automatically

when the client opts in to the e-receipt program in CT&E).

• The traveler must be opted in to the Concur e-receipts program.

• The card used to pay for the rental must be opted in to e-receipts in the

traveler’s Profile.

82. Will Marriott provide an e-receipt for a traveler in the event of a No Show?

Yes, as long as the method of payment is an opted-in card.

83. Will Marriott provide an e-receipt for a traveler in the event of a split folio?

No, Marriott will not provide an e-receipt for a stay if there is more than one form of

payment (either more than one credit card, or cash and card) for the folio.

84. If a block of rooms is reserved on one card, and then each guest pays for

their stay with their own card, will Marriott send an e-receipt for each

guest?

Yes, as long as the guest’s opted-in credit card is used as the final means of

payment.

FREQUENTLY ASKED QUESTIONS - INTERNAL

E-Receipts

Last Revised: February 25 2013

Page 18

85. Will Marriott send an updated e-receipt if there are adjustments made to the

folio after checkout?

Adjustments made to the folio prior to 11pm on the guest's day of departure will be

reflected in the e-receipt Marriott sends to Concur. Any adjustments after that time

will not be shown on the e-receipt, nor will an updated e-receipt be sent.

86. Will Marriott send another e-receipt if there is a credit issued after a stay?

No.

87. Will Marriott provide an e-receipt for a stay where there is an advance

deposit?

No, Marriott will not provide an e-receipt for a stay where there is an advance

deposit / required prepayment. Marriott treat this as a split folio, and do not send an

e-receipt if there is more than one form of payment (either more than one credit

card, or cash and card) for the folio. Certain hotel packages (i.e. golf, spa) and

events (Super Bowl, Final Four, etc.) may require advance purchase, but the vast

majority of Marriott hotel offerings do not require prepayment.

88. Does a client need to be based in the US or Canada for their travelers to

receive Marriott e-receipts?

No. As long as the client has been auto-enrolled by Marriott, their employees who

are opted in to e-receipts will be eligible to receive e-receipts when staying at one of

more than 3,000 Marriott properties in the United States and Canada.

National

89. What does a client need to do to receive e-receipts from National?

To receive e-receipts from National, the following must all be true:

• Client is opted in to the e-receipts program in CT&E.

• Client has a valid National company discount number assigned to them by

National.

• The client has entered their National company discount number in their travel

configuration in Cliqbook. The National company discount number is entered

for a company by their travel agency or travel manager in Travel System

Admin > Manage Corporate Discounts > Car Vendors.

• The traveler is opted in to the e-receipts program.

• The card used by the traveler to pay for the rental must be opted in to e-

receipts in their Profile.

FREQUENTLY ASKED QUESTIONS - INTERNAL

E-Receipts

Last Revised: February 25 2013

Page 19

90. Will National provide e-receipts for their properties internationally?

National will provide car rental folio data for rentals from properties in the United

States and Canada

Starwood

91. How does a traveler know whether a Starwood property provides e-

receipts?

Starwood provides to Concur a list of e-receipt capable properties worldwide. For

Starwood properties, the e-receipt capable icon is displayed in Cliqbook only if the

property is e-receipt capable, per the list that Starwood provided.

92. How quickly will an e-receipt be available to a traveler for submission on an

expense report?

An e-receipt will generally be available within 48 hours of check out. E-receipts for

stays in properties outside of North America may arrive more than 48 hours after

check out.

93. Will Starwood provide an e-receipt for a traveler in the event of a split folio?

No, Starwood will not provide an e-receipt for a stay where there is a split folio.

94. Will Starwood provide e-receipts for their properties internationally?

Yes. Starwood has e-receipt capable properties in 75 countries.

95. For which brands will Starwood provide e-receipts?

Starwood chains include Sheraton, Westin, St. Regis, Four Points, aloft, W Hotels, Le

Meridien, Luxury Collection and element.

96. Will Starwood provide e-receipts for Bliss?

No. E-receipts are not provided for stays at Bliss, which is a Starwood spa property.

97. One of my employees recently stayed at a Starwood property and did not

receive an e-receipt. They paid for the stay using a credit card that is opted-

in to e-receipts in their Profile. Why didn’t they get an e-receipt?

This was a fully prepaid stay – the payment for the deposit was made at the time of

booking. No additional charges needed to be applied at the hotel upon check-out,

since the deposit fully covered all the charges for this stay. The e-receipts are

generated using the charges that are made at the property. Since no charges were

made at the hotel, no e-receipt was generated by Starwood for this stay.

FREQUENTLY ASKED QUESTIONS - INTERNAL

E-Receipts

Last Revised: February 25 2013

Page 20

98. One of my employees recently stayed at a Starwood property and did not

receive an e-receipt. They paid for the stay in full using a credit card that is

opted-in to e-receipts in their Profile, so this wasn’t a split folio. Why didn’t

they get an e-receipt?

We researched this and the reason that an e-receipt wasn’t sent was that the

property backed out a charge to account for free Internet service. This accounting

transaction was considered a second form of payment, and therefore a split folio.

This is a rare scenario, but did occur in this case.

99. What does a client need to do to receive e-receipts from Starwood?

To receive e-receipts from Starwood, the following must all be true:

• Client is opted in to the e-receipts program in CT&E.

• The traveler must be opted in to the Concur e-receipts program.

• The card used to pay for the rental must be opted in to e-receipts in the

traveler’s Profile.

100. How does Starwood determine whether or not to pass an e-receipt to

Concur?

Starwood passes an e-receipt to Concur when a hotel stay is paid for with a credit

card that is opted-in to the Concur e-receipts program.

Support

101. A customer called Client Support and wanted to know why one of

their travelers did not receive e-receipts for a recent trip that included a

hotel stay and a car rental. What tools are available to Client Support to

begin troubleshooting?

First check to make sure the client is opted in to the e-receipt program, the traveler

is opted in, and the card used to pay for the stay and rental is opted in. There is a

Concur Support version of the Company E-Receipt Opt Ins report in the Operations

Center section which can be used by Client Support. It allows any company to be

chosen, and then for that company it shows a list of all employees, whether they

have opted to receive e-receipts, and a masked list of all their personal cards, as well

as indication of whether each card is in the program or has been opted out.

102. What should a traveler do if they do not receive an e-receipt for a

hotel stay or car rental?

The traveler should either scan and upload or fax the paper folio they received from

the hotel or car rental agency.

FREQUENTLY ASKED QUESTIONS - INTERNAL

E-Receipts

Last Revised: February 25 2013

Page 21

Timing

103. How quickly will an e-receipt be available to a traveler for submission

on an expense report?

The Service Level Objective is for e-receipt vendors to send an e-receipt to Concur

within 48 hours of a traveler checking out of the hotel or returning the rental car.

The timing can vary by vendor. From our experience to this point we have in many

cases seen an e-receipt arrive before the corresponding corporate card transaction.

E-receipts from international properties may arrive after 48 hours; this is typically a

function of the vendor gathering the folio data from the hotel / car rental property

and aggregating it in a data warehouse where it can then be made available to

Concur.