Adding and managing customer payment information

Registering customer payment information

It is important to encourage and inform your customers to register their payment information through the customer portal (/account/billing page) to ensure security and accuracy. This self-service approach:

- Provides customers control over their payment details.

- Reduces the risk of errors during data entry.

- Enhances security by ensuring sensitive information is entered directly by the customer.

More information on adding payment information during the booking process from the customer portal can be found here: Payment details - customer portal.

Viewing customer payment information

You can view a customer's payment information through the management portal when your account is integrated with a payment gateway (e.g. Stripe).

This allows operators to verify that customer's payment methods are on file and assist customers with billing inquiries.

Operators can view this in the management portal, and navigate to the user profile 'Billing' section.

Here is an example of how it looks and can be managed in the management portal:

BECS (Australian direct debit system) is equivalent to SEPA in Europe, BACS in the UK, and ACH in the US/Canada.

How to add payment information via management portal

Although it's recommended that customers add their payment methods via the customer portal, you can also add payment methods through the management portal in specific cases. For example, when a customer is coming on-site and booking a unit.

This is applicable only for credit cards, though even for credit cards, it's still better to let customers do it from their customer portal account because bank cards often send a 2FA code that only the final customer can receive (email/SMS).

Steps:

1. Log in to the management portal.

2. Navigate to the user > billing section.

3. Click on 'Add card'.

4. Enter the customer's payment details - it is still recommended that the customer is the one putting the information

5. Save the information to update the customer’s billing profile.

Managing payment methods

You can manage customer payment methods to ensure accurate billing and prevent service interruptions.

Actions:

• Update payment details: Modify existing payment information when customers provide new details. This is still recommended to be done through the customer portal, you can assist the customer on how to do this.

• Remove payment methods: Safely remove outdated or incorrect payment methods.
  • Detailed guide: Removing card details.
• Verify information: Confirm the accuracy of payment details during customer support interactions.

FAQ