If the customer used an app-based mobile bank card to pay for example Monzo, Revolut, Starling and the payment was not successful.
The payment may initially still appear as having left the account as some banks do not have a pending transactions section but show all payments pending or confirmed in the same transaction list.
If the payment has not been taken and still showing as requested, the record will either automatically update or disappear from the transactions list after a short period of time. If this has not happened after a few days and the payment still remains, please contact your online bank directly.
If the payment was not received in Collins on the date of the booking, reach out to us and provide us with the following details:
DMN reference for the booking.
Screenshot from the customer that the payment is pending from their end.
The last four digits of the card used.
The brand of card used.
The expiration date of the card used (month, year).
Charge date.
Charge amount.
Currency of the charge.
Customer name.
We will then send the information to Stripe for further advice.