⏱ Estimated time: 3 minutes
👤 Role: Reservations Teams, Finance Teams, Front Office Managers
How to locate specific transaction records within the platform.
Identifying successful vs. failed payments at a glance.
Understanding "empty" payment logs and what they imply about the guest journey.
Use this guide whenever you need to verify the financial status of a booking. This is essential for resolving guest queries, confirming "In Progress" orders, or ensuring that funds have been secured before a guest arrives for their stay or treatment.
Key Logic:
The platform provides a real-time log of the interaction between the guest and your payment gateway (Stripe). By checking the internal payment tab, you can distinguish between a technical integration failure (where payment was taken but the booking didn't sync) and a checkout abandonment (where the guest never completed the payment).
Have the Order Number or Guest Name ready.
Ensure you have access to the Orders module in the Ecommerce platform.
Every transaction, whether successful or abandoned, generates a record in the Orders section.
Log in to the back end of your Ecommerce platform.
From the left-hand menu, select Orders.
Use the search bar to find the specific order using the guest's name, email, or order ID.
Click Edit on the far right-hand side of the order row to open the detailed view.
The payment data is separated from the booking data to provide clear financial oversight.
Once inside the order, select the Payments and Refunds tab from the top navigation bar.
Review the transaction history:
Successful: The payment will be clearly marked with a "Successful" or "Succeeded" status. This confirms funds are held in your Stripe account.
Failed/Pending: This indicates the guest's bank declined the transaction or the process was interrupted.
No History: If the tab is empty, the customer never entered their card details or reached the payment stage of the checkout.
Confirm Before Declining: If a guest insists they have been charged but the status shows "Failed," ask them to check if the transaction is simply "Pending" on their banking app. Sometimes banks hold funds temporarily even if a transaction fails; these are usually released automatically within 3–5 working days.
No History = No Payment: If there is no payment history displayed in this tab, it is mathematically impossible for the platform to have taken money. In these cases, the guest likely closed their browser or lost connection before reaching the final checkout window. No funds have been captured or processed.