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

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

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

For retail orders, it may signify an order which requires packaging and posting, or to prepare for collection. 

You can check whether you have any new In Progress or Unconfirmed orders by visiting the orders page within our ecommerce platform and setting the order status filter to 'In Progress'. For every order like this, you will also receive a notification email via the email address that you have set up to receive order notifications, with the subject line "External Booking Failed".

Example:

Below is an example of how this order status may look on your orders page and how the included items may look within this order.

What to do if you have an In Progress order?

For spa bookings, you need to do:

  • Manually add the booking to your Premier diary, as you would a standard offline booking so that these guests do not lose their selected availability. (You can use the details from within the 'orders' section of ecommerce platform to obtain the details to be able to do this.)

  • Assign the deposit amount in Premier to the onejourney/ecommerce platform payment method, so that you can depart the guest and so that your payments balance out. (Here's a helpful article for if you don't have a onejourney/ecommerce platform payment method already set up.)

  • 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 Rooms and Tables bookings, you need to:

  • 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 use the details from within the 'orders' section of ecommerce platform to obtain the details to be able to do this).

  • 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, you need to do:

  • 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 as this does happen occasionally. If there is only one affected order, our support team would not normally need to be contacted unless you see an error message (under Error logs) that you are worried about or have any specific questions. In this case, we would ask you to follow the above steps to deal with this order. If you see an increase in these orders, (where the order items are ‘unconfirmed’ rather than simply requiring fulfilment), you would still need to add these manually, but please contact journey support via support@journey.travel so we can investigate these for you. Order numbers would be appreciated to facilitate a speedy response.

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:

  • The temporary reservation expired between payment and confirmation:

    • SynXis will timeout after 15 minutes.

    • Premier will timeout after 30 minutes.

    • Roomlynx, ResDiary, Concept do not have an expiry period

  • Bill couldn't be created (Premier)

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

    • For those clients whose Premier server posts payments directly to the PMS, any failure in communication between Premier and the PMS would also cause this error.

  • 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 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 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. This would also affect availability on the storefront as well.


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