Experience the difference of "Elite".

Email notification when security deposit reauthorization fails

Ella
Jul 15, 2015 10:38 AM
Joined May, 2014 126 posts

Hello,
Recently I had a booking (ORB355910 ) were even though the security deposit was successfully authorized, the automatic re-authorization after a few days failed. However, I was never notified of this and when I tried to release the security deposit after departure I received a message that the bank did not authorize this release and maybe it was released somewhere else.
Luckily there was no damage, so I eventually manually marked this as released manually. The system until then did try to collect the security deposit on daily basis, each one was denied, until I marked it as released. Shouldn't I receive an email notification when such autorisation fails?
This would have been trouble if there was actual damage and security deposits to collect.
Ella

Ella
Jul 15, 2015 10:42 AM
Joined May, 2014 126 posts

FYI the error message while trying to release the security deposit was:
An error occured while trying to release - The release request failed. Reason: The bank did not approve this request. Details: Transaction can only be voided if status is authorized or submitted_for_settlement. This error is being returned from your payment gateway. It is probably occurring because the original security deposit has expired or was released elsewhere.

Michelle J
Jul 16, 2015 8:52 AM
OR Team Member Joined Jan, 2011 582 posts

Hi Ella,

A very good question. The issue is that sometimes when the system goes reauthorize the security deposit, the card is closed, expired or over limit from the cardholder's other activities. When that happens, the old security deposit is voided but no new security deposit is possible. This is a natural unavoidable problem with how card processing works. We can't guarantee that reauthorizations will always work for this reason. I know that's frustrating. We've looked into different alternatives in the past but always come up short. We are considering adding an email notification that will tell you when this "failed to reauthorize" occurs so at least you know you're dealing with a guest that you have no security deposit on. Not a great situation to be in, but at least you'll know a little bit ahead of time.

-Michelle

Ella
Jul 16, 2015 9:06 AM
Joined May, 2014 126 posts

Hi Michelle,
I understand, I also feel that it's very important to receive such email notification and should be implemented ASAP. When can we expect this to be implemented?
Ella

Michelle J
Jul 16, 2015 9:19 AM
OR Team Member Joined Jan, 2011 582 posts

Another good question :) I'll ask dev@ and get back to you.

-Michelle

Michelle J
Jul 16, 2015 3:19 PM
OR Team Member Joined Jan, 2011 582 posts

Ella, I have been told by dev that we're looking to hotfix this into place for you shortly. Could be by this weekend at the earliest. I will update this thread when something happens.

Ella
Jul 16, 2015 3:37 PM
Joined May, 2014 126 posts

Wonderful. Thank you!! :)

Chris Hynes
Jul 19, 2015 11:03 PM
OR Team Member Joined Oct, 2012 1349 posts

I just pushed up a hotfix with the new email message. Next time you should receive a reauth failed email. You'll still have to go in and manually release and renew the security deposit (as that indicates that there was an error on the bank's end) -- instructions for all that are included in the email.

Ella
Jul 20, 2015 9:41 AM
Joined May, 2014 126 posts

Thank you!