Auto-Charge Balance: FAQ

Overview

Explore our Auto-Charge Balance FAQ to gain insights into this exciting feature. Discover how it streamlines outstanding balance payments, learn about configurable settings, understand communication processes, and find answers to common queries about auto-charging guests. Get a comprehensive overview of this time-saving functionality in Campspot.

Most Commonly Asked FAQ

The content is organized into key sections, covering various aspects of the feature to guide users effectively:

• Lead Time and Configuration
• Payment Method and Handling
• Guest Communication
• Transaction Monitoring
• Working with Multiple Cards on File
• Auto-Charge Management

Lead Time and Configuration

Q: What is the default lead time for the Auto-Charge Balance rule?

The default lead time is set to 3 days before arrival, ensuring timely processing. Parks have the flexibility to configure this lead time but never less than 3 days.

Payment Method and Handling

Q: What card will be charged for the remaining balance?

The preferred payment method on the guest profile will be charged for any remaining balances. The preferred payment method can be changed once the guest has 2 or more cards on file.

Q: What happens if the park removes the guest's card before the scheduled auto-charge?

If a guest's card is removed, the reservation will not be eligible for auto-charge. The system requires a valid card on file for the automated process.

Q: Does Campspot automatically retry failed charges daily until successful?

No. Campspot will run pre-arrival Auto-Charges on the designated day. If a transaction fails, you can reach out to the guest to inform them of the failure and attempt to capture another payment method to charge the balance or wait to complete that payment processing upon arrival.

Q: If a reservation is edited, changing the balance due, will the system attempt to complete an auto-charge again?

The auto-charge feature will not rerun if a reservation is edited after the auto-charge is completed.

The auto-charge feature will run on the specified day based on the rules set up in your system.

For example: If you elect to Auto-Charge Guest 3 days prior to arrival, any changes or edits made prior to that day will be reflected in the charge. If a edit or change happens within the 3 day period of arrival, the outstanding balance should be manually reconciled by you or your front desk representative based on your preferences. 

Guest Communication

Q: How will guests be informed about the upcoming charge and its amount?

Guests will receive an email notification detailing the impending charge and the specified amount, keeping them informed and transparent about the upcoming transaction.

Q: Do I need to include any verbiage on the confirmation email or will this be automatically included?

The information mentioned in the confirmation email is automatically inserted, requiring no manual intervention from the park.

Transaction Monitoring

Q: Where can I track the success or failure of auto-charges in Reservation History?

Reservation History will provide a clear record of auto-charge successes and failures, allowing users to monitor transaction outcomes.

Q: What information will Invoice History display for auto-charged transactions?

Invoice History will show a description of the auto-charged transaction on the Billing tab of the Reservation Summary.

Q: What if an auto-charge attempt fails?

If an auto-charge fails, the guest receives an email notification. Additionally, if the park is set up for BCC, they will also receive a copy of the email.

Learn more about assigning a BCC Email recipient here.

Working with Multiple Cards on File

Q: What happens if a guest has multiple cards on file?

The system will prioritize the preferred payment method, selecting the card added first in case of multiple cards on file.

Auto-Charge Management

Q: Is it necessary to obtain explicit guest permission for auto-charges?

As with any payment requirement, guests should be informed during the reservation process. The Terms & Conditions should be updated to include information on the Auto-charge process based on your park's rules parameters.

For guest's booking online, they will also see the following statement during the booking process:

"Balance will be charged 72 hours prior to check-in."

There will also be verbiage included in the Confirmation Email about the charge. Additional automatic emails will be sent out to the guest as well if this feature is in use:

1. Notification Email: will be sent prior to the charge date to inform the guest of the upcoming transaction.
2. Payment Verification Email: Post-charge this email will be sent to the guest verifying the payment had processed and enabling them to view their reservation online.

Q: What if the guest didn't pay with a credit card?

Only reservations with a valid credit card on file are eligible for auto-charge. Other payment methods like cash, gift cards, or checks are not applicable for this automated process.

Q: Can an auto-charge be overridden on a single reservation?

Yes, on the Reservation Summary, you will have the chance to cancel the pre-arrival auto-charge.