If you received the message Delayed payment for discarded booking in your Bookeo Home page and /or email inbox, this article will explain why this happened and what you can do to avoid this problem.
In this article:
Occasionally, customers who make online bookings and are redirected to a third-party checkout page to complete the payment may reconsider and decide to abandon the payment process. To ensure seat availability for other customers or account users, Bookeo discards the booking session if customers do not make a payment within 30 minutes of being directed to the third-party checkout page.
If customers pay after 30-minute payment timeout, you will receive the message Delayed payment for discarded booking in your Bookeo Home page and /or email inbox. It is rare for this problem to occur because Bookeo explains with a clear message that the slot/seat will only be held for 10 minutes, just under the pay now button.
Booking payment timeoutThere are 2 timeouts, for a total of 30 minutes:
- a 10-minute timeout: when customers make a booking, the slot/seat is reserved for 10 minutes, allowing sufficient time for the customer to complete the payment process. See this article for more details
- a 20-minute timeout: even after the slot/seats are released after 10 minutes, Bookeo will wait for an additional 20 minutes (30 minutes in total) to allow the customer enough time to complete the payment process. In most cases, the slot would still be available.
If you receive the message Delayed payment for discarded booking, since the customer paid for the booking, but no booking was created in your dashboard you can:
Manually create the booking. You can create a booking from your Bookeo dashboard using the details provided in the error message (customer name, email address, service, date and time, and number of participants). You can then manually record the payment made for the booking, following these steps here
Refund the payment. You can use the tools provided by your payment gateway to process the refund. Please contact your payment gateway for assistance with this.
Assign a money credit to the customer profile. If you prefer, you can assign a money credit to the customer profile. The credit will be used for future bookings or purchases. You can find the tutorial on how to give credit to a customer here
It is rare for this problem to occur because Bookeo explains with a clear message that the slot/seat will only be held for 10 minutes, just under the pay now button. If this were to occur, Bookeo will notify you, allowing you to either manually create a booking or contact the customer directly.
However, if you're concerned about this, consider using a payment gateway that lets customers pay on the Bookeo checkout page. If you are using Square E-commerce or Stripe, you may want to consider disabling alternative payment methods. Click here for more information.