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

SpacetoCo handles failed payments through a structured, three-step automated retry process. When a Customer has insufficient funds or a payment method issue, SpacetoCo automatically retries the payment and notifies both the Host and Customer at each stage.

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 notified that SpacetoCo will make one final automatic retry of 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 immediately update their payment settings to avoid any disruption to their bookings.
• Host's Action: The Host should contact the Customer directly to resolve the outstanding payment and make them aware that continued non-payment may put their future bookings at risk, including potential cancellation.
• 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, no further automatic retries occur. The Host takes primary responsibility for resolving the outstanding payment directly with the Customer. SpacetoCo can assist with payment collection if the Host requires support.
• Updating Payment Details: Customers can easily update their payment settings via this link.