How to Manage Failed Payments and Cancelled Reservations

Modified on Wed, 22 Feb 2023 at 04:59 PM

On the RoomRaccoon reservation overview, you can find all failed or cancelled reservations. Sometimes when guests pay on the booking engine, these payments are not successful due to different reasons.  However they will appear on your reservations as cancelled bookings.

This is not an error caused by the RoomRaccoon booking engine but is usually due to the unsuccessful processing of the payment.

These issues usually occur when the PSP (Payment Service Provider) such as Peach Payments is not able to process payments due to missing information or security threats.

Common reasons for unsuccessful payments

  • When the guest’s card is not enrolled for 3D authentication.

  • Insufficient funds in the guest’s account.

  • When the One Time Pin hasn’t been filled in.

  • The system has detected potential fraud.

To find a failed payment or cancelled reservation

  1. Access Reservations Tab  (calendar icon on the left side of the screen).

  1. Navigate to the Reservations Dashboard.

  1. Select the date and see the cancellations in your booking engine performance data.

  1. Click on the reservation number for more details on the booker and the reservation details.

Good to know

  • Failed payments or cancelled reservations are warm leads you can reconvert as the guest has shown interest to book their stay. Contact guests to assist them to make their booking and send them a payment request.

Was this article helpful?

That’s Great!

Thank you for your feedback

Sorry! We couldn't be helpful

Thank you for your feedback

Let us know how can we improve this article!

Select atleast one of the reasons

Feedback sent

We appreciate your effort and will try to fix the article