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

Definition:

For Spa, Tables or Room bookings, an "In Progress" or "Unconfirmed" order status means the payment has been successfully taken, but one or more items have not been integrated into the relevant system.

For retail orders, it will signify that an order has been made which requires packaging and posting, or to prepare for collection. 

How do you know if an order hasn't integrated?

For every order like this, your property (order notification email address) will receive a notification email with the subject line "External Booking Failed" to let you know that further action is required.

You can also check if you have any new In Progress orders by visiting the orders page within our ecommerce platform and setting the order status filter to 'In Progress'. 

---

What to do if you have an In Progress order?

For spa bookings:

• Manually add the booking into EMS (Premier), as you would a standard offline booking, so that these guests do not lose their selected availability. You can obtain all the required details to book this in from the order within our ecommerce platform.

• Assign the deposit amount in EMS to the relevant payment method (e.g. onejourney/ecommerce/revspa), so that you can depart the guest, and your financial reporting is accurate.
  

• In our ecommerce platform, change the item status to "Confirmed" and the order status to "Complete" to ensure the systems all align and so that you know this order has been dealt with.
  

For Rooms and Tables bookings:

• Manually add the booking to the relevant third-party systems, as you would a standard offline booking, so that these guests do not lose their selected availability. You can obtain all the required details to book this in from the order within our ecommerce platform.

• In ecommerce platform, change the item status to "Confirmed" and the order status to "Complete" to ensure the systems all align and so that you know this order has been dealt with.
  

For retail orders:

• Dispatch the order.
  

• In ecommerce platform, change the item status to "Confirmed" and the order status to "Complete" so you know this order has been dispatched.
  

Do I need to contact Support?

If you see an In Progress order, there is no immediate cause for concern. This can happen occasionally, and our support team monitor our In Progress orders daily to ensure that we are aware of any instances. Therefore, our support team do not need to be contacted unless you have any specific questions or concerns which haven't been answered here.

Regardless of the reason, you will always need to complete the steps outlined above to manually integrate the order (or to prepare it if it's retail).

Why does this happen?

You can check what error was returned, following the article "How to find the error log for an order". However, the most common reasons for this are:

• Bill couldn't be created in EMS (Premier).

  • Creating a ‘Bill’ in EMS is the final step in confirmation of the order. If there were any issues with adding the data to EMS, then the bill will not be able to be created.

  • If your Experience Management System (EMS) posts payments directly to the PMS, any failure in communication between Premier and the PMS would also cause this error. Therefore, if your PMS is having an outage, In Progress orders may be created.

• Unable to update reservation (SynXis)

  • This means that has been unable to push the updates through to SynXis. Often the room order item has still been created and also in the PMS, but best to double-check that all of the data is correct.

• No availability (ResDiary)

  • ResDiary doesn't have the ability to create a temporary reservation and therefore can't hold the allocation that the guest would like to book. If, between adding a table to the basket and confirming the order, another customer completes a table reservation and grabs the last table, then the booking will not be able to be confirmed. In this case, it will be a matter of checking the diary to see if there is an alternative time that can be offered, and contacting the customer directly.

• API down/Can't communicate

  • Sometimes our ecommerce platform may not be able to communicate with the third party. The third-party API might have gone down at the point of confirming the booking, or for some other reason, may not be able to communicate with it.
    

  
  

Please be assured that as part of our daily monitoring, we do investigate the causes of any In Progress orders if we see any trends or points of concern, to ensure that we can determine why this may have happened, and if possible (depending on the cause) prevent it from happening again.

• Related Articles

• Ecommerce Platform | Rates | Set up a minimum lead time restriction

  You may want to set up a minimum lead time restriction for your rates. For example, you have a rate that includes an experience and you'd like some extra time to schedule or prepare this for the guest. How to set up a minimum lead time restriction in ...

• Ecommerce Platform | Cancellations

  Our Consumer Cancellation Feature will allow guests to cancel their bookings online without needing to contact the property directly. This feature enhances satisfaction while streamlining property operations by empowering guests with more control ...

• Ecommerce Platform | Order statuses: what do they mean?

  To view the status of all your properties orders, please follow the steps below: Log in to your ecommerce platform. Click 'Orders' from the menu on the left-hand side. If desired, you can filter your view of orders by the 'order status'. What these ...

• Ecommerce Platform | How to make bookings available for adults only

  It is now possible to make bookings 'Adult Only' for rooms and tables. If you would like this to be implemented for your property please contact our support team via live chat at support.journey.travel for the quickest resolution times, or email us ...

• Ecommerce Platform | SynXis payment reconciliation

  This article aims to guide properties using Synxis on how to reconcile ecommerce platform payments in their PMS, as these will not integrate automatically. This is essential for end-of-day reconciliation to ensure all payments received by the ...