Manage automatic balance payment

When a customer books with a deposit + balance system, the deposit is charged immediately and the remaining balance is automatically charged on the day of the activity or arrival.

This system allows you to secure your revenue while offering payment flexibility to your customers.

Automatic balance payment works as follows:

• At booking: The customer pays the deposit (e.g., 30% of total amount)
• Secure storage: The customer's card is securely stored by Stripe for future payment
• Payment date: The balance is automatically charged on the day of the activity or arrival (according to the date set during booking)
• Automatic process: An automatic system checks daily for bookings whose balance must be charged and processes the payment
• Confirmation: Once payment is successful, the booking status changes to "Paid"

You don't need to do anything: it's all automatic!

The balance is automatically charged on the day set during booking:

• For accommodations: Usually the check-in day (`checkin_date`)
• For activities: Usually the activity day (`booking_date`)
• Charge time: The system checks and charges daily at 2 AM (UTC)

The exact date is visible in each booking's details in your dashboard.

In your dashboard, you can track the status of all payments:

• Bookings tab: View all your bookings and their payment status
• Available statuses:

* `deposit_paid`: Deposit paid, balance pending

* `paid`: Full payment (deposit + balance)

* `balance_failed`: Balance payment failed

• Booking details: Click on a booking to see deposit and balance amounts

This allows you to quickly identify bookings whose balance has not yet been charged or have failed.

If automatic balance payment fails, here's what happens:

• Status updated: The booking status changes to `balance_failed`
• Failure reasons: Common reasons include:

* Expired card

* Insufficient funds

* Blocked or cancelled card

* Temporary technical issue

• Required action: You must contact the customer to:

* Inform them of the payment failure

* Ask them to update their payment method

* Or agree on another payment method

Important: HolaOlas does not automatically contact the customer in case of failure. You must handle communication.

To avoid problems and improve customer experience:

• Before activity: Inform your customers that the balance will be automatically charged on the activity day
• Reminder: You can send a reminder a few days before to remind them to check that their card is valid
• In case of failure: Quickly contact the customer by email or phone to resolve the issue
• Transparency: Clearly explain the deposit + balance system during booking

Good communication reduces payment failure risks and improves customer satisfaction.

Automatic balance payment brings you several benefits:

• Time savings: No need to manually follow up with customers for balance payment
• Security: Reduced risk of forgetfulness or non-payment
• Customer flexibility: Customers can book with a reduced initial payment
• Reduced cancellations: Customers are more committed after paying the deposit
• Traceability: All payments are recorded and traceable in Stripe

It's a win-win system for you and your customers.

• Set date wisely: For accommodations, charge on check-in day. For activities, on the activity day
• Communicate clearly: Inform your customers about the deposit + balance system from booking
• Monitor regularly: Check daily for bookings with `balance_failed` status
• React quickly: In case of failure, contact the customer within 24 hours
• Document: Keep a record of your communications with customers regarding payments

With these best practices, you maximize the success rate of automatic payments.