I have a reservation with “Processing” status. Why I can not delete it?
🤔 Problem
In the Reservations list, I see a reservation that has the status “Processing”, but no other information.
A customer has just tried to book but did not finish the process and closed the tab. He wishes to start again, but the accommodation is not available any more.
🌱 Solution
You might see reservations with “Processing” status in grey and nothing else. You can not delete it or edit it. This is a normal behaviour of HBook. After 1h, this reservation will be deleted automatically if it has not been finalized.
You can inform your client that he will be able to book then.
If you prefer, you can block the dates manually in Reservations > Block accommodation and then add the reservation manually, once it has been deleted.
What is this “Processing” status for?
The processing status is normal when a payment is processed, so it should be there but only for a very short time. You should not even realize it was as “Processing” status. It disappears once the payment is completed and the customer is redirected to the “Thank You” screen.
If a payment is not completed (for example, the customer clicked the back button while PayPal is processing the payment, or he was interrupted by a phone call), the reservation will have the status “Processing” for one hour. This allows the customer to finish his payment, in case he was interrupted.
After one hour, the not-completed reservation is deleted and the accommodation is again available for these dates.
Can I change the delay before a reservation with status “Processing” is deleted automatically?
Yes, you can do so using the HBook filter hb_uncompleted_resa_deletion_delay.
Can I find the customer information for a reservation that was not finalized?
We save the customer details before the payment step. You will find the customer details in HBook > Customers. If the reservation has not been finalized, there will be no information about the reservation in HBook.
If a payment attempt has been made, you will see the description entered by HBook for this transaction in the payment gateway.
The payment has been received, but HBook has not updated the reservation status. What should I do?
This is not normal behavior for HBook. It can happen, very exceptionally, if there is a problem with either:
the customer's connection: the payment is made on the gateway, but HBook was unable to verify the payment status or the customer closed their tab before seeing the “thank you” message.
the server: connection interruption, problem when updating the reservation in the database
the payment gateway: payment status information could not be retrieved by HBook
It is still possible that the payment status will be obtained later (server-to-server verification). In this case, the reservation status will be updated, emails will be sent, etc.
If the reservation is not present in HBook, but you can see on the payment gateway that the payment has been made correctly, here is what you need to do:
Retrieve the reservation information in order to manually add the reservation to HBook.
If you are missing any information, contact the customer to verify the details of their reservation.
Send us a technical support request.
Customer contact
The customer has been created in all cases, and you will find the customer's information in HBook > Customers. They will not have any associated reservations, but you will have the information associated with the customer.
Reservation information
HBook sends a description for this transaction to the payment gateway. By default, we include the dates, accommodation, number of adults, and number of children.
In HBook > Text > External payment description, you can customize the information that is shared as a description for the payment.