When a payment looks unexpected, verify the transaction status and reference before attempting another collection. This reduces the risk of charging the guest twice.
Failed or pending payment
- Check the transaction status and time in the panel.
- Ask the guest to confirm whether a charge is final in their bank activity; never ask for card details in a message.
- Do not immediately retry through the same link while a transaction is pending.
- If it does not update, contact support with the transaction reference.
Duplicate charge
Confirm that both transactions are final in the panel and bank record, then open a support request with their references. Never send a full card number, CVV or online-banking screenshot.
Refund
Eligibility depends on the reservation policy and transaction status. Open the transaction, add the reason and submit it for approval. The time to appear on the card can vary by issuer.