Help & FAQs for owners

Problems with payments

Booking status

It's possible to have payment failures for bookings on the system, and instead of confirmed/cancelled/etc. the booking will show as one of the following:

• Payment not received: No payment received at the time of booking, so the booking isn't officially made and no dates are blocked off. This often occurs because of 3D secure authentication failures.
• Pending payment: Availability has been blocked off, but there are no payments against the booking (usually a manual booking).

Monitoring these bookings

It's important that these bookings are monitored daily using the following filters:

• Payment not received
• Pending payment

Recording problems

We have a spreadsheet to monitor specific issues with payments, which will help us identify where problems occur, and what can be done to fix the issue.