Stripe Uncaptured & Failed Payments leading to failed bookings

1

We charge in advance for consultations via your integrated Stripe payment functionality.

We have a number of customers who get to the green tick stage shown below, then assume the booking is made, and close their browser.

They think they have booked, but the payment is registered as uncaptured or failed, and the booking is not made. We know nothing about it unless we check our Stripe account.

Instead, they need to wait quite a few seconds (without any indication that they should wait) for the Youcanbook.me API to do its thing before the booking is confirmed.

We are going to put alerts about this on the booking page, but to be honest it’s the system at fault, and this really needs to be addressed from your end if possible.

We are losing some customers because of this.

IMG_5205
IMG_5205839×1138 61.7 KB

1 Like
2

booking_wait_after_green_tick_consultation_only
booking_wait_after_green_tick_consultation_only1400×900 58.4 KB

I have added this infographic which goes under the booking widgets. But not everyone pays us in advance so it might cause confusion for some

1 Like
3

Hello @Highland

Thank you for bringing this to our attention! I’ve just sent you a direct email so we can continue looking into this for you.

2 Likes
4

We have had a couple of customers say that they’ve been stuck on the green tick screen for 10 minutes and the booking just doesn’t complete. This functionality is very useful to us, but we are considering pulling it due to reliability.

1 Like
5

Hi @Highland

We have just sent you a separate email requesting a few more details about the incident. To ensure we maintain a complete record of your case and provide a faster, more effective solution, we will continue our support through that specific email thread.

  • Next step: Please keep an eye on your inbox for that email and reply directly to it at your earliest convenience.

We will be on the lookout for your response so we can get this sorted out for you.

1 Like