Incomplete payments can help when connections to payment gateways timeout during the online guest booking process.
When to use
In the rare situations where there is a dropout in connectivity with the payment gateway during the online checkout transaction process, this may result in:
ROLLER not receiving communication from the payment gateway that the payment was confirmed and successful
Results in the booking stay in draft mode
Confirmation email is not sent out
If this were to occur, guests may contact your venue because they did not receive a confirmation email, but had money deducted from their account by the payment gateway, and you may be unable to find the booking that corresponds with the payment. In the unlikely event that this should occur, follow the steps outlined below.
Get the details from the guest and confirm money received
Obtain the following details from the guest and confirm with the support team if the money was received by the payment gateway (ROLLER Payments only):
Booking Name
Email address
Date and time of payment
Amount paid
Credit card type and/or last 4 digits of their card
Manage incomplete payments
From Venue Manager, go to Bookings > All bookings.
Select the options menu (3 dots) at the top right-hand corner of the screen, then select Incomplete payments.
You can filter by payment date or search using the guest's email address.
Once you have found the booking or transaction in question, you can select the booking details view and manage your booking, including updating order items, confirming payment and resending booking confirmation emails