Ecommerce platform | 'In Progress' and 'Unconfirmed' bookings

Ecommerce platform | 'In Progress' and 'Unconfirmed' bookings

🔍 Summary

For Spa, Room, or Table bookings, an “In Progress” order status means that payment was successful, but the booking did not fully integrate into Premier or a third party system. You’ll need to manually add the booking as explained in this article.

For Retail orders, this status means an order has been placed and is waiting to be prepared or dispatched.
This guide also explains the most common reasons why this can happen and when you may (or may not) need to contact Support.

 Likely Scenario

  1. You notice an order marked as In Progress in the ecommerce platform.
  2. You received an “External Booking Failed” email notification.
  3. A guest has made a booking, but it has not appeared in Premier or another third-party system.
  4. A retail order has been placed but is still waiting for dispatch.

🛠️ Process Overview

You’ll need to manually complete the booking (or dispatch the retail order) and then update the order status in the ecommerce platform to keep records aligned.


✅ Step-by-Step Instructions

1. How to Identify In Progress Orders

  1. You will receive an email with the subject line “External Booking Failed” or to confirm that a retail order has been made.
  2. You can also check by visiting the Orders page in the ecommerce platform and setting the status filter to In Progress.

2. What to Do for Each Booking Type

Spa Bookings (EMS Premier):

  1. Manually add the booking into Premier as you would for an offline booking.

  2. Assign the deposit amount to the correct payment method (e.g., onejourney/ecommerce/revspa).

  3. In the ecommerce platform, update:

    • Item status → Confirmed
    • Order status → Complete

Room & Table Bookings:

  1. Manually add the booking into the relevant third-party system.

  2. In the ecommerce platform, update:

    • Item status → Confirmed
    • Order status → Complete

Retail Orders:

  1. Dispatch or prepare the order for collection.

  2. In the ecommerce platform, update:

    • Item status → Confirmed
    • Order status → Complete

3. Do I Need to Contact Support?

  • No immediate need, as In Progress orders are monitored daily by our Support team.
  • Reach out to us over live chat or email if you have specific concerns that aren’t addressed here.
  • Regardless of contact, you must still follow the manual steps above to ensure the order is properly added to the relevant systems.

🧠 Important Note

  • An In Progress order status does not mean payment failed — only that integration into the system did not complete.
  • Always manually complete the booking/order and mark it as Confirmed and Complete in the ecommerce platform.
  • Our Support team actively monitors In Progress orders and investigates recurring causes to prevent future issues.
  • You can obtain all the required details to make these bookings manually from the order within our ecommerce platform.

❓ Why Does This Happen?

Some common reasons include:

  • Premier:

    • "Bill" errors: If Premier posts payments directly to your PMS, any outages or timeouts from PMS could trigger an In Progress order.
    • If you aren't on Premier Cloud, any issues on your server could affect our platform's ability to integrate orders successfully.

  • SynXis:

    • "'Unable to update reservation": Updates could not be pushed through to SynXis.

      • The order may exist in SynXis and your PMS still. Therefore, please check this before making any manual adjustments.

  • ResDiary:

    • "No availability" errors: If, between adding a table to the basket and confirming the order, another customer completes a table reservation and grabs the last table, the booking will fail.

      • You’ll need to review availability and contact the customer if you are unable to provide their desired availability.

  • API or Communication Issues:

    • The ecommerce platform may temporarily be unable to connect to the third-party system if the third party's API is down.



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