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Automatic Deposit Reservation Failures
Automatic Deposit Reservation Failures

Understanding What Happens When a Security Deposit Cannot Be Reserved Automatically

Updated over a week ago

In TWICE, automatic security deposits are attempted to be reserved 24 hours before the booking starts. However, there are instances, such as insufficient funds on the customer's payment card, where the reservation may fail. This guide outlines the steps that follow a failed automatic deposit reservation and how to manage these situations effectively.

Process for Handling Failed Deposit Reservations:

  1. Initial Reservation Attempt:

    • TWICE will first try to reserve the security deposit 24 hours before the order begins.

  2. Customer Notification:

    • If this reservation fails, the customer will receive an automated email notification. This email will inform them of the failed reservation and remind them to ensure sufficient funds are available on their card.

    • The email also notifies the customer that another attempt to reserve the deposit will occur 2 hours before the booking starts.

  3. Monitoring Deposit Status:

    • Within the TWICE platform, you can monitor the status of the deposit from the order view. If the initial attempt fails, the deposit status will show as "Unreserved."

  4. Second Reservation Attempt:

    • If the deposit reservation fails again 2 hours before the booking, the status will remain "unreserved." At this point, you will need to consider alternative methods to secure the deposit manually.

  5. Data Privacy Compliance:

    • It's important to note that, for data privacy and compliance reasons (such as GDPR), TWICE does not display the specific reasons why a deposit reservation failed. This ensures that sensitive customer financial information remains confidential.

Alternative Actions If Deposits Cannot Be Reserved:

  • If repeated attempts to reserve a deposit fail, it's crucial to have a contingency plan in place. Options may include requiring a cash deposit at the time of pickup or another form of security that does not rely on the customer's payment card.

Understanding and preparing for potential issues with automatic deposit reservations can help you manage your bookings more effectively and maintain good customer relationships even when financial hiccups occur.


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