Ecommerce Platform | Spa: payment options
We are currently rolling out a range of payment options for our spa-only clients (with a roll-out coming soon for our spa and rooms clients). If desired, you can now offer deferred payment options (and in some cases, deposit options) at checkout for your spa items!
Initial Setup
If you would like to offer deferred/deposit spa payments, please reach out to our support team via live chat at support.journey.travel or email support@journey.travel. Please let the support team know which options you would like to offer (for all your spa items) from the list below:
- Deposit-only available at checkout for all spa items:
- A fixed monetary amount, a fixed % amount, or a zero value to signal that no upfront payment is taken, but the booking still gets secured.
- Deferred payment or full payment available at checkout for all spa items:
- A fixed monetary amount or a fixed % amount (from 0% to 99%).
- How many days before arrival (at midnight) you would like the deferred payment taken. We recommend keeping this in line with your cancellation policy.
- How many days before the deferred payment is taken you want our payment reminder email sent to the guest
How it works
EMS (Premier)
Your Spa booking will integrate into EMS as normal, with the relevant payment information.
If you have opted for the deferred payment option, the deferred payment will integrate into EMS when taken, and the order will have been entirely paid for before they arrive at your spa.
For the deposit option, your property will be responsible for capturing the remaining amount on the guest's arrival. You will need to ensure that this payment is put through a till in EMS for accurate reporting and departure.
Reminders
For deferred payments, customers will be sent a reminder email to let them know their payment is due to be taken and for how much. When this is sent is also configurable, but we recommend setting it to 1-2 days in advance of the payment to give time for any conversations that may be required with the hotel (e.g. amendments or cancellations).
Checkout
Customers will be required to provide card details, which can be entered manually or by using a digital wallet (Apple/Google Pay). The payment information is stored securely within Stripe. If a deposit or any additional items need to be paid at checkout, the card details will be processed for that part of the payment, and also stored for the final payment.
Payment Failures
Deferred payments can at times fail. For example, because the card issuer’s bank is forcing 3DS verification again, insufficient funds or the card has expired, etc. In these scenarios, the customer and your property will be sent an email to say that payment has failed. The guest will be provided a link to return to the ecommerce platform and enter different/correct card details to process the remaining payment.
Order / Payment Management
Within our ecommerce platform, each order has a ‘Payments and Refunds’ tab.
On this page, you will see all the payment attempts, successful payments and outstanding payment details.
The payment history section displays all attempts to take a payment, the status of the attempt and how much it was for. It is possible to expand the payment history line to show more information about the card used, and if there was a failure, the reason why.
The deferred payments section displays details about the payment that will be taken in future, the date due and the amount. Additionally, there are options to manage the payment by clicking the ellipsis button at the end of the row. For more information on how to manage or cancel a deferred payment, please view our article here.
When a spa deposit is configured, the remaining balance is assumed to be taken on arrival/departure at the spa or hotel. In the payment tab of the order in ecom, the remainder will be shown as "Paid Offline" – as it is for room deposits
You can also manage your deferred payments, by visting the Payments page -
Orders are listed in order of payment due date and can be filtered to show which payments are:
Not due
Expected (due to be paid in the next few days)
Outstanding (payment failed and may require customer contact)
Reporting
Finance Report
The finance report shows the status quo of an order and is run by the dates the order was created. This is handy to see a full breakdown of the order items and value received within a given period. The data in a finance report may change over time, as payments and refunds are processed, and items or the order may be cancelled.
Transaction Report
This report shows all of the interactions with Stripe to take payment and perform refunds.
In contrast to the finance report, the data in the transaction report will not change. Every transaction is a record of the payments or refunds processed.
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