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

How SpacetoCo handles problematic payments for regular customers and their bookings

It happens....customers will not always have their finances in place, and they may miss a payment. We give them plenty of warning, but just in case it does fail, we've created a series of emails and steps to ensure everyone is notified. 

Failed payment email triggers & steps

1st Failed Payment

The Guest and Host are notified that a failed payment has occurred and that SpacetoCo will automatically retry again in 2 days.

• Actions for the Guest: Check their payment settings and ensure everything is up to date.
• Actions for the Host: Nothing at this stage.
• Actions for SpacetoCo: Nothing at this stage, unless the reason for failure (i.e lost card, or incorrect bank account details) warrants a reach out. 

2nd Failed Payment

The Guest and Host are given a final warning that SpacetoCo will automatically retry again in 2 days. 

• Actions for the Guest: Check their payment settings and ensure everything is up to date.
• Actions for the Host: If they choose to, a phone call or email to the guest could be warranted.
• Actions for SpacetoCo: An email to the guest and host first, followed by a phone call at a later date.

3rd & Final Failed Payment

If an unsuccessful 3rd attempt is made, no further automated attempts are automatically actioned. The matter is passed to the Host for further discussion.  

• Actions for the Guest: Urgently check their payment settings and ensure everything is up to date.
• Actions for the Host: Urgently reach out to the Guest for resolution and the consideration around the risk associated with future bookings. 
• Actions for SpacetoCo: Matter passed to the Host for resolution. If a further attempt needs to be made for the collection of funds, SpacetoCo can assist with this.