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 was not finalized, there will be no information regarding the reservation intent.