After you have successfully created your policies and assigned them to the rate plans, SabeePay will start to work in the background and will schedule all the email templates for the relevant reservations. In case of reservations which you have added manually or coming from an OTA without VCC, your guests will have to complete a payment process based on their assigned cancellation and payment policies.
We will display all the necessary information about this schedule In the Detailed reservation page's Payment schedule section. In this schedule you will find separate stages which will indicate what stages have already been completed.
If the reservation was created on the OTA with OTA collect method (meaning that the guest paid to the OTA and you will get the payout with bank transfer) the payment schedule will not be displayed.
Stages of the payment process
1. Reservation created
In the very first section we will display where the reservation was created. This is going to be one of the following: Reservation added manually / Reservation created on an OTA (we will display the OTA name) / Reservation created on Connect API.
2. Payment information email status
In this stage we will display when exactly the Payment information email is going to be sent out to the booker. This should happen right after the reservations has been created. Until it is not sent out, the stage appears with white and the email's scheduled date is displayed as well.
After the email is successfully sent to the guest, the stage bubble turns to green and the date and time when the email is sent out is also displayed.
When this stage is completed it will mean that the booker of the reservation has received the necessary information and the link to proceed with the payment transaction on your customer portal.
3. Payment reminder email status
In case the booker of the reservation does not complete the payment, then we have a second email which serves as a reminder for them. It has a separate stage in the process which also appears with white and its scheduled date appears under it. To learn more about how the email template scheduled date is calculated, please check our help article about the SabeePay email templates.
If the email template is sent out to the guest then the stage will receive a green colour and the sent out date is also displayed for it.
4. Completing the payment
To complete the payment, your guests have to open the link from the email(s) which redirects them to the customer portal of your account. They have to scroll down to the Payment schedule section. Here they will see a quick summary about the necessary transaction they will need to complete.
By clicking on the Proceed to payment they are redirected to a card form where they will have to enter their credit card details and complete the transaction with 3D authentication if necessary.
After the payment is completed then the guests will see the details of the successful transaction in the customer portal.
If the payment is completed then on the Detailed reservation page / Payment schedule section the stage marker will become green and the payment date and amount will be shown as well.
The same time, the guest will receive a confirmation notification about the successful transaction, which will have its separate stage in the process bar.
If the that the Payment process has been finished as the guest already paid according to the set payment policy. If there is any remaining amount left, you can collect them via other payment methods up on arrival.
Uncomplete payment
If the guests do no not complete the payment until the due date, then the payment status stage's colour will turn to red.
Refunding a payment
If you would refund an already completed payment, please navigate to the Detailed reservation page's Folios section.
Here look for the Refund payment link under the Payments section.
By clicking on this you can set up the amount you would like to refund. You can set up any amount you want with a maximum of the total amount of the payment. If you have set the amount, please hit Refund now to complete the refund.
In the payment schedule section your refund will appear with all the relevant information (refund amount, refund time and remaining amount if you made a partial refund).
In the folios section the payment will be added with negative amount.
It is possible to complete multiple refunds up to the amount of the payment. The more refunds you complete the more stages will appear in the Payment schedule section.
After refunding the total amount, the Proceed to refund link will not be clickable anymore as all the payment has been returned to the guest.
IMPORTANT NOTES:
In case of Airbnb reservations the emails are not sent to the guests and we will not display the Payment schedule section either as the guest has already paid on Airbnb so there is no need for further transactions. Same applies for those reservations which have been prepaid on the OTA with OTA collect method.
Please bear in mind that in case your guest booked on an OTA and you receive a Virtual Credit Card (VCC) for the reservation, then the above mentioned process will be completely different as the guest has already paid on the OTA's side. To learn more about what will happen with the reservations with VCC please check this help article.