Direct booking
Review direct-booking payments and refunds
Interpret statuses, reconcile reservation and charge, and keep cancellation separate from refund.
- I own or administer an agency
- I manage operations
- I work at the front desk
- Agency
On this page
The outcome is a clear reconciliation between booking request, payment, and reservation without turning an incident into a second charge or mistaken cancellation.
Who can see what#
The complete register is under Finance > Holidario Payments and requires direct-payment read permission. A front-desk worker or manager without that permission can see the summarized status within an authorized reservation and must escalate the financial investigation.
A payment detail can show provider, method, amount, status, timestamps, error, booking request, coupon, marketing consent, and related reservation. This is sensitive operational information; share it only with people handling the case.
Interpret statuses#
- Provider Attempt state Pending, authorized, card saved, captured, failed, cancelled, or refunded.
- Holidario Payment record Check ID, provider, method, amount, error, coupon, and booking request.
- Booking Existence and state Reconcile reference, property, amount, activity, and collection date if scheduled.
- Bank Settlement or refund Bank movement and provider record are verified separately.
| Status | Operational meaning | Safe action |
|---|---|---|
| Pending / Session Created / Authorized | The flow has not concluded | Wait and reconcile before requesting another attempt |
| Card Saved | The booking is confirmed and charge is scheduled for later | Check the date; do not treat it as failure |
| Captured | The provider confirmed the charge | Verify that the related reservation exists |
| Failed | The provider or flow rejected payment | Retain error and time; do not mark it paid |
| Cancelled | The attempt or an uncharged saved card was cancelled | Check reservation state separately |
| Refunded / Partially Refunded | A full or partial return is recorded | Compare refunded and charged amounts |
Do not rely only on the guest's description of their banking app. The normal result is Captured with a related reservation, or Card Saved with a reservation and charge date.
Reconcile a case#
- Open the payment and note its ID, provider, method, amount, and status.
- Under Booking Request, confirm guest, dates, total, and coupon.
- Open View Reservation and match reference, property, and amount.
- Check for an error, scheduled charge date, or already refunded amount.
- Record one conclusion: correct, pending with follow-up, or discrepancy escalated.
Stop if you see a captured charge without a reservation, a reservation without its expected payment, two payments for one request, a refund without an updated record, or differing amounts. Do not recreate, charge, or cancel to make the screen appear correct.
Cancellation and refund are different#
- If the guest cancels from their panel before the deadline, Holidario attempts the automatic refund dictated by policy and provider state.
- If the card was saved but not yet charged, cancellation before the policy deadline prevents collection and no return is needed. A later retry time does not move this deadline.
- If the guest cancels after the deadline, the booking can be cancelled without a refund and a pending saved-card charge remains collectible.
- If an administrator cancels from the calendar, dates reopen and reservation amounts become zero. If cancellation happens before the policy deadline, the saved card is cancelled: Charge Now disappears, reminders stop, and collection does not run. If cancellation happens after the booking has entered its non-refundable period, a pending charge remains collectible even when automatic execution was delayed or rescheduled for retry. A captured payment is not refunded automatically.
Manual Charge Now and Full Refund controls require payment authority above a normal agency administrator. If they are absent, this is not a display error: escalate to Holidario with agency approval.
Failed charge or refund#
Do not repeat a financial operation while its outcome is uncertain. Retain:
- payment and reservation IDs;
- provider and status;
- amount and currency;
- time and error message;
- whether the reservation is active or cancelled;
- agency approval when requesting a manual refund.
Do not attach full card numbers, CVC, gateway credentials, secret keys, or the guest's private link. Holidario can investigate with the internal identifiers above.