What if a customer’s card gets declined when their balance is due?

The customer will be sent an email in the event of payment failure. This email is also sent to the same addresses that you have set up for the booking confirmations and the affected booking will have a 'Payment error' status in the ‘Balance status’ column in your 'Bookings' tab in the portal.

Unfortunately we do not have access to the customer's card details for security reasons and we are unable to re-attempt the payment. In this situation, customers are asked to contact the campsite to arrange alternate payment or you can contact them. If no alternate payment is made following this request, then you can implement your cancellation policy. 

Don’t forget to flag a booking if you cancel it on these grounds using the flag button in the last column of the 'Bookings' tab.

Who is responsible for my payments?

Please note that if a customer's card is declined, Stripe will not re-attempt the payment.