If you run online payments through an integration between Tripleseat and an online payment processor, occasionally, when running transactions, you may encounter a charging error. This happens when an issue prevents the payment from running successfully. This article will explain how to handle those situations.
To learn more about a charging error, please do the following.
- Go to the Booking where the error occurred.
- Click on the Payments tab.
- Click on the gear icon to the right of the errored payment.
- Click “Pay.”
This will open a popup window that will display the error message. In most cases, these return from your payment processor with a description of the problem like, “Declined” or “Insufficient funds.” That way you can discuss an alternative mode of payment with your guest. If you get an error but are unsure of why it is appearing (like Incorrect Zip Code, when you’ve confirmed the Zip with your guest), you can reach out to your payment processor directly. They will be able to provide more context on why the error is returning. Whenever you do so, be sure to provide your processor with the Transaction ID provided in the popup. That will help them track down the issue. To find out the contact info for your processor’s Support team, check out this card here.