Reviewing and processing a late payment

To check lists the bookings that need a person to decide. A yellow Late payment marker means a guest paid after the booking had already been rejected or cancelled — and i-Reserve could not put it right by itself. Hover over the marker to see the reason.

Why is this booking here?

• The slot is taken — the booking could not go back, because the time has been sold to someone else. The tooltip names the bookings that hold it now.
• No paid status — this product has no automatic transition on payment, so there was no status to move the booking to.
• More than one paid status — this product has several, so the choice is yours.

What to do

Call the guest first. They saw a rejection earlier and probably believe nothing is booked, while the money has left their account. Then pick one of these three:

1. The booking goes ahead. Is the slot still free, or have you agreed another date or time? Change the date and time if needed, then set the status to your paid status with the Change status button on the row. The guest receives the confirmation belonging to that status.
2. The booking does not go ahead. Refund the amount and leave the booking on the rejected status.
3. Nothing about the booking needs to change. For instance because you already refunded, or the payment belonged elsewhere. Use the Handled button: it takes the row off the list without touching the status.

The row disappears by itself

As soon as the booking holds a slot again — from any screen, including the booking dashboard — the item is settled and leaves the list. There is no need to click Handled as well.

Notification

Rather not wait until you happen to look at To check: switch on the notification A guest paid for a booking that was no longer valid in your profile. You also receive it when i-Reserve reinstated the booking itself — a call to the guest is in order then too.

Required right: menu_statuscheck.

See also

Late payment on a rejected booking — how i-Reserve decides whether it can reinstate a booking itself.

Reviewing and processing refunds — the mirror case: money was paid and the booking was cancelled.