Confirm a transfer the customer reported

When a customer transfers money and tells you about it, the transfer waits in Payments → To confirm until someone checks that the money really arrived. Approving it records the payment; rejecting it tells the customer why.

Where the transfers come from

• From the customer: on their trip page or in their account, the customer reports a transfer, a cheque or another payment and attaches the slip when the method asks for proof.
• Entered by staff: a colleague presses Report a transfer in the booking's Payment panel and fills Method, Amount, Transfer reference, Paid on, Slip (photo or PDF) and Note, then presses Send for approval. This needs permission to record payments.

The activity panel and the To confirm tab show how many transfers are waiting.

Before you start

• You need permission to approve transfers customers report. Without it you see the list but not the buttons.
• Open your bank account (online banking or the statement) so you can check the money arrived.

Steps

1. Open Payments and the To confirm tab. The transfers are listed oldest first.
2. Each row shows the customer, the booking, the method, the reference, where it came from (from the customer or entered by staff), how long ago, the amount and To confirm.
3. Press Slip (or Details when there is no slip). The window shows the amount and method, the booking, the customer and the balance, Paid on, Reference, Trip, the note and the slip, which you can download.
4. Check in your bank account that the amount arrived with that reference.
5. If it arrived, press Approve and record (or Approve on the row). The message … recorded on … appears.
6. If it did not arrive, press Reject, write the Reason (at least 3 characters, for example The transfer has not arrived in our account) and press Reject and tell the customer.

After you approve or reject

• Approved: the payment is recorded on the booking with a receipt number, dated the Paid on date, and the customer gets the receipt on the channel set in Settings → Preferences → Send online payment receipts by (by email when they have no mobile). If WhatsApp is set to click-to-chat, the notice has a Send receipt in WhatsApp button: press it, then press send in WhatsApp. The row moves to Approved.
• Rejected: the customer gets a message with your reason, in their language, on the same channel. If WhatsApp is set to click-to-chat, WhatsApp opens for you to press send. The row moves to Rejected, with your reason and your name.
• If the message cannot be sent (no contact, no template, the plan's message limit, the provider refused it), a notice says why, the booking's Messages tab shows it as Failed, and the booking's owner gets a task to send it.
• Use the filter To confirm, Approved, Rejected or All to see past decisions.

If something goes wrong

• This booking is cancelled. Restore it before approving the payment.: restore the booking, or reject the claim.
• This is more than the balance: the booking was paid another way since the customer reported. Reject the claim, or record only what is still owed with Record a payment.
• This claim was already rejected: a colleague rejected it. Ask the customer to report the transfer again.
• This claim was already approved and recorded as a payment. Refund it from the booking instead.: it is already recorded; use a refund if it was wrong.
• Send a photo or a PDF of the slip: the slip must be an image or a PDF.
• The balance is …; the amount cannot be more.: the amount reported is more than the balance.