What you'll learn

1. How to define and identify In Progress and Unconfirmed order statuses across different product categories.
2. How to trace why an integration failure occurred with Premier or integration partners like, Guestline, SynXis, or ResDiary.
3. How to manually book failed transactions into Premier and update the ecommerce platform.
   

When should I use this?

1. Use this guide immediately when you receive an automated "External Booking Failed" email notification, or when a guest states they have a booking confirmation email but their details do not appear inside your internal reservation software.
2. This process ensures that guests are not double-booked, retail orders are dispatched promptly, and your financial reporting matches across all software systems.
   

Before you start

1. Ensure you have administrative login credentials for your ecommerce platform.
2. Open your primary PMS, scheduling, or booking systems (such as EMS Premier, Guestline, SynXis, or ResDiary).
3. Ensure you have access to your property's payment gateway account (e.g., Stripe) to verify financial transactions, if you want to.
   

Step-by-step

1. Identify the unconfirmed order

1. Log in to your ecommerce platform.
2. Navigate to the Orders page using the main menu.
3. Set the status filter dropdown menu to In Progress to isolate the failed integrations.
4. Click on the specific order to open its details, then click the Payments and Refunds tab to cross-reference and verify that the payment was successfully processed. You may wish to check Stripe aswell but this is the main source of truth.

2. Develop your management approach based on the product type.

1. Spa Bookings (EMS or Premier): Open your Premier system and manually add the reservation exactly as you would for an offline or walk-in booking. Assign the deposit or full payment amount to the designated ecommerce payment method configuration (e.g., onejourney, ecommerce, or revspa).
   
2. Room and Table Bookings (Guestline, SynXis, ResDiary): Log in to your respective third-party provider or local PMS. Manually input the guest's room or table reservation details captured from the ecommerce order page.
   
3. Retail Orders: Pass the order details to your dispatch or fulfillment team to prepare the physical items for postage or guest collection.
   

3. Update the ecommerce platform status

1. Return to the open order page inside your ecommerce platform.
2. Locate the line items section and update the Item Status to Confirmed.
3. Update the overall Order Status to Complete.
   

4. Troubleshoot the root cause of the integration failure

1. Bill errors: a temporary network timeout between systems will trigger an In Progress status. Non-cloud Premier users should also check local server connectivity.
   
2. 'Unable to update reservation' errors: an error occurred when trying to push the reservation through
   
3. No availability error: This can happen if another guest reserves the final space online in the brief window between another customer adding the item to their basket and completing their checkout.
   
4. API Communication error: A generic communication error indicates the third-party platform's external API was completely offline or undergoing maintenance during checkout.
   

Best practice

1. Do Not Panic Over Payment: Remember that an In Progress status means the payment went through successfully; only the integration failed. Always check your Stripe dashboard if you need absolute confirmation before manually entering data.
   
2. Check Availability First for no availability failures: For failures caused by zero availability, review your inventory first, then make the booking.
   
3. Let Support Monitor in the Background: There is no immediate need to raise a high-priority help ticket for isolated incidents. The Support team monitors these errors daily. However, you must still perform these manual steps immediately to secure the guest's space in your hotel or spa.