Resolve a pending booking or payment
Check the record safely before asking a customer to retry payment.
What you will achieve
You avoid duplicate charges and know what evidence to send support when reconciliation is needed.
Before you start
- Customer name or email
- Booking reference
- Payment reference or approximate time and amount
Follow these steps
- 1
Search Bookings for the customer and open the payment details.
- 2
Refresh once and check whether the payment provider has moved from processing to succeeded or failed.
- 3
Check whether the booking hold has expired before offering the same slot again.
- 4
Only ask the customer to retry when the first payment is clearly failed or no charge exists.
- 5
Contact support with references—not PINs or passwords—when the provider shows paid but Slotsgrid remains pending.
Good to know
A mobile-money prompt can expire if the customer does not approve it.
Screenshots help investigation but do not replace provider confirmation.
Never create several retries quickly because more than one may succeed.
Open this in your dashboard
Keep learning
Still need a hand?
Tell us what you were trying to do, what happened, and any safe booking or payment reference.