Credit Card Declined
Cona Vacation Getaways
23 steps
3 minutes
Webrez
Google Chrome
Declined Pop-up
1
You tried to charge the guest's card and you get a pop-up.
2
If it is a standard "decline" error message, follow next steps. If it is not, determine the cause first.
Email the guest
3
Send an email to the guest.
4
For charges choose "Credit Card Declined". For damage deposit authorizations, choose "Credit Card Declined - DDEP Authorization"
5
Click "Apply"
6
Click "Close"
Set an Alarm for Follow Up
7
Set an alarm to remind all clerks for following up.
8
Add an alarm 5 days out to follow up with the guest if they haven't responded.
9
Good idea to give details on what you were trying to do.
10
Click "Apply"
2nd Reminder
11
In responding the the alarm you find that the guest still has not updated their credit card information. Send them a "Friendly Nudge".
12
Click "Apply"
13
Click "Apply" again.
Update and redate the alarm
14
Update the notes on the alarm and change the date for another 2 days out. Give the guest one more chance.
Finalize
15
"Friendly Nudge" didn't work for the guest to come through. You could call them as a friendly gesture. Definitely at least send a direct email letting the guest know that you are canceling their booking for non-payment and to reply if they would like to keep it. Assume the guest is good for it if they have a track record of successful bookings and perhaps give more grace if the dates are easily resold. Any communications outside of WRP Changelog should be documented in notes.
16
Finally.... Cancel the booking.
17
Select the "Cancelled" option.
18
Click "Modify reservation"
19
Make sure there are no additional charges that need to be deleted and the balance is "$0.00"
20
Click "Send cancellation email"
21
Click "Apply"
22
Click "Close"
23
Click "E" and turn off the alarm.
Credit Card Declined
Cona Vacation Getaways
23 steps
3 minutes
Webrez
Google Chrome
Declined Pop-up
1
You tried to charge the guest's card and you get a pop-up.
2
If it is a standard "decline" error message, follow next steps. If it is not, determine the cause first.
Email the guest
3
Send an email to the guest.
4
For charges choose "Credit Card Declined". For damage deposit authorizations, choose "Credit Card Declined - DDEP Authorization"
5
Click "Apply"
6
Click "Close"
Set an Alarm for Follow Up
7
Set an alarm to remind all clerks for following up.
8
Add an alarm 5 days out to follow up with the guest if they haven't responded.
9
Good idea to give details on what you were trying to do.
10
Click "Apply"
2nd Reminder
11
In responding the the alarm you find that the guest still has not updated their credit card information. Send them a "Friendly Nudge".
12
Click "Apply"
13
Click "Apply" again.
Update and redate the alarm
14
Update the notes on the alarm and change the date for another 2 days out. Give the guest one more chance.
Finalize
15
"Friendly Nudge" didn't work for the guest to come through. You could call them as a friendly gesture. Definitely at least send a direct email letting the guest know that you are canceling their booking for non-payment and to reply if they would like to keep it. Assume the guest is good for it if they have a track record of successful bookings and perhaps give more grace if the dates are easily resold. Any communications outside of WRP Changelog should be documented in notes.
16
Finally.... Cancel the booking.
17
Select the "Cancelled" option.
18
Click "Modify reservation"
19
Make sure there are no additional charges that need to be deleted and the balance is "$0.00"
20
Click "Send cancellation email"
21
Click "Apply"
22
Click "Close"
23
Click "E" and turn off the alarm.
