TWICE automatically attempts to reserve security deposits 24 hours before a booking starts. However, sometimes the reservation may fail - When this happens, TWICE will notify both you and the customer, and a second attempt will be made before the booking begins.
Why Deposit Reservations May Fail
A deposit reservation might fail due to various reasons. The most common are
Insufficient funds on the customer’s payment card.
Expired payment details or other bank-related issues.
What Happens When a Deposit Reservation Fails?
First Reservation Attempt (24 Hours Before Order Start)
TWICE tries to pre-authorize the deposit amount.
If it fails, the customer gets an automated email explaining the issue and prompting them to ensure sufficient funds.
Second Reservation Attempt (12 Hours Before Order Start)
If the issue is resolved, the deposit is successfully reserved.
Third Reservation Attempt (2 Hours Before Order Start)
If the reservation fails again, the deposit remains unreserved, and TWICE cannot attempt further reservations.
How to Handle a Failed Deposit Reservation
Check the Deposit Status in TWICE Admin
If the deposit shows as "Unreserved," in the respective order, the system was unable to secure it.
Decide on Alternative Security Measures
If the deposit remains unreserved, you may:Require a cash deposit upon pickup.
Use another form of security, such as a credit card hold outside of TWICE.
Data Privacy Compliance
For privacy and security reasons, TWICE does not display the exact reason for a failed deposit. Customers must check with their bank if they need further details.