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Failed BookingsPurchases On Merac But Money Taken From Customers Bank Accounts

If you are getting online bookings/purchases, where customers are reporting they did not receive payment confirmation on their booking/purchases or transaction failed is stated, but the money for this had been taken out of the customers bank account, then this is due to our web server not receiving a confirmation that the customer could have successfully paid.

The Merac website has to pass customers to your online payment provider to take the payment. The payment is then processed on your payment providers site, and they send us a response containing whether the payment was successful, failed or declined.

If payment is taken, but no booking is logged in Merac, our system has not received a response from the payment provider within an appropriate time. There can be any number of reasons for this to occur, including

  • Network errors between the provider and our website
  • Error with the provider
  • PC/Internet browser crashing
  • Power cut
  • Abandoned transactions.
  • Delay in this response being sent to our system.

Unfortunately, it is impossible to catch data that we have not received If we do not receive this from your payment provider in 1-2 hours+, this booking will be automatically set to a cancelled reservation, to release the availability for another customer to book. Otherwise most availability would be filled from abandoned transactions of customers selecting tickets, but not successfully paying for them.