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What happens if there is a failed payment for a Regular Customer?

How SpacetoCo handles problematic payments for regular customers and their bookings

IMPORTANT: To understand how SpacetoCo handles the automation behind Regular Customers payments, please read this article 

Occasionally, customers may not have sufficient funds or encounter issues with their payment method, causing a failed payment. We understand that this can happen, so SpacetoCo has implemented automated steps to handle payment failures and ensure that Hosts and Customers are kept informed throughout the process.

The Steps for Handling Failed Payments

1st Failed Payment

When a payment attempt fails, both the Customer and Host are notified. The system will automatically retry the payment in two days.

  • Customer's Action: The Customer is encouraged to check and update their payment settings.
  • Host's Action: No action is required from the Host at this stage.
  • SpacetoCo's Action: If the issue is due to a lost card or incorrect bank details, SpacetoCo may reach out to the Customer.

2nd Failed Payment

If the second attempt also fails, both the Customer and Host are given a final warning that SpacetoCo will automatically retry the payment in two more days.

  • Customer's Action: The Customer is once again prompted to check their payment settings and ensure everything is up to date.
  • Host's Action: At this stage, the Host may consider reaching out to the Customer for further communication.
  • SpacetoCo's Action: SpacetoCo will send an email to both the Customer and Host, and may follow up with a phone call.

3rd & Final Failed Payment

If the third attempt fails, no further automatic retries will be made. The issue is then passed on to the Host for direct resolution with the Customer.

  • Customer's Action: The Customer must urgently check their payment settings and update them.
  • Host's Action: The Host should reach out to the Customer to resolve the payment issue and discuss potential risks regarding future bookings.
  • SpacetoCo's Action: If further action is needed, SpacetoCo will assist the Host in collecting the payment.

Key Points to Remember

  • Email Notifications: Both the Customer and Host will receive emails at each stage to ensure transparency and communication throughout the process.
  • Payment Retry: After the third failure, the responsibility of resolving the payment issue lies with the Host, although SpacetoCo can assist in collection if needed.
  • Updating Payment Details: Customers can easily update their payment settings via this link.