At elloha, you can offer your customers alternative payment methods.
Let's take Bancontact as an example (the process is identical for other alternative payments).
Bancontact can therefore debit your customer at the time of booking.
For more information on this payment method, click here.
It regularly happens that customers arrive at our service providers with a debit displayed on their bank account even though the payment has not reached us.
Please note that this is only an imprint that will be released later (making the debit disappear).
More specifically, the transaction was not completed. However, the reason why your customer was debited is due to the fact that Bancontact debits customers as soon as they authorise payment.
If your customer has not received this refund at the time of their visit to you, make sure that they have contacted their bank to confirm whether or not they have been refunded. Sometimes not all transactions appear on the bank statement, which is why you need to ask the bank for confirmation.
This is how Bancontact behaves at the time of payment:
When the customer confirms their booking on elloha, a customer account is created in Stripe,
When the customer enters their details in Bancontact, they are linked to the Stripe customer (the amount is pre-authorised in the customer's account),
The customer exits Bancontact and returns to the reservation module,
elloha debits this customer,
If unsuccessful, elloha releases the pre-authorisation for this Stripe customer,
By default, if elloha does not release the pre-authorisation, Stripe will do so automatically within a period of up to 72 hours, which gives the direct debit time to appear on the customer's account and then disappear.
For this reason, your customer may show you their bank statement in good faith, but the funds were never actually collected because the booking was not validated. If this happens, we strongly recommend that you make a note of the customer's contact details (at least surname, first name, email address and telephone number).