The below details explain how ChargeAutomation handles reporting invalid credit cards & cancellations to Booking.com.
INVALID CREDIT CARD
When a booking is received via Booking.com, ChargeAutomation will attempt to charge (Hotel Chargeback Solution) or pre-authorize the guest's credit card (based on your policy). Let's assume your policy is set to charge 100% of the reservation amount immediately after booking.
When payment fails:
- ChargeAutomation instantly marks credit card invalid on Booking.com.
- Guest receives Reservation Payment Failed email to update credit card details.
- If payment is not received within 24-hours (or 2 hours for last minute booking), host receives Payment Overdue email to cancel the booking with no commission.
- Booking color, status and flag can be changed for failed payments on Preferences Settings.
Important Rules ChargeAutomation follows:
Guests are given 24 hours to provide new credit card details once the card is marked as invalid.
Guests will receive an email with a link to add a valid credit card.
If the guest provides new credit card details within 24 hours but you are still unable to collect payment, guests will continue to receive an email with a link until a valid card is provided.
For bookings made within 48 hours of check-in:
If the card is invalid, the customer will get 12 hours (or until 3 pm, whichever is earlier) to update credit card details (instead of the usual 24 hours).
The guest is always given at least 2 hours to update credit card details, i.e. if the booking is made after 2 pm on the day of arrival.
CANCELLATION
Reservations are cancellable if:
The reservation has been marked as Invalid Credit Card AND the time has expired because the guest has not provided new credit card details. Hosts will receive a cancellation email with a link to cancel the booking. This will automatically cancel the reservation in Booking.com payment automation and your PMS/Channel manager commission-free.
