Resolving Credit Card Processing Errors in RezExpert

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Overview

Online reservations may sometimes be accepted without payments due to communication errors during credit card processing. This issue can occur similarly to instances in physical stores where a card swipe results in a communication error, leading to potential duplicate charges. On the internet, without a teller to manage such errors, these issues can arise for various reasons.

Prerequisites

  • Access to your online merchant account.
  • Familiarity with the RezExpert reservation system.

Steps

When a Reservation is Made Online

  1. Reservation Process:
    - Choose unit type.
    - Select the number of occupants.
    - Enter personal details such as phone and address.
    - Determine the deposit amount before reaching the payment screen.
  2. Payment Screen:
    - The client enters credit card information into a secure form.
    - RezExpert waits for a success or failure message from the processor.
    - If the message fails to return, the reservation is marked in red with "CC Failure" on the RezExpert grid.
  3. Actions for Web Bookings Without a Deposit:
    - Log into your online merchant account to verify any payments for the person or amount on that day.
    - If payment is found, update the reservation and add the payment using the "other payment" option. Consider a follow-up call to the client.
    - If no payment is found, consider calling the client to confirm if they wish to proceed with the reservation.
  4. Daily Audit:
    - Check the number in the top left of your RezExpert reservation grid to see reservations without a deposit.
    - Click on the number to review which ones were web bookings.

Troubleshooting

  • Potential Distractions:
  • Clients may get distracted during the reservation process (e.g., doorbell, phone call).
  • They may change their mind or experience internet connectivity issues.
  • Worst Case Scenario:
  • A client arrives at the front desk claiming a booking with proof of a card charge.
  • Ensure daily checks and balances to prevent such occurrences.
  • Viewing Reservation Information:
  • Click on the comments link to view all reservation information captured before the failure occurred.

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