In the e-commerce environment it is common for site users to make the choice of products, but interrupt the purchase at the time of payment. Based on this, it is essential to create retention strategies for these customers and then optimize sales on the site. In our system, site cancellations generate Pre-Reservations and buyer main data is stored in order to allow your Team a conversion attempt.

Managing Incomplete Reservations in the site

Management of Incomplete Reserves on the Site is very similar to a Reservation in general. From the creation of the Pre-Reservation, the system will notify you by e-mail, occupy the accommodation calendar, and also trigger a Pre-Reservation message to the potential guest, also indicating the expiration date of the Pre-Reservation. To locate Pre-Reservations that fall into this situation, there are two paths:

            1. On the system start-up panel, in case the user has the permissions, there will be a list Incomplete Reservations.

            2. On the menu <<Reservations & Bookings > Incomplete reservations (site)>>;

Simply access the Reservation Page and there you will find the name and email provided by the guest at the time of purchase, as well as how you can exclude the Reservation if he does not complete the process.

Setting Incomplete Reservations in the site

For projects with a large flow in the site, it is interesting to automate the routine of validation of Incomplete Reserves (Pre-Reserves). For this, the system provides two solutions in order to streamline the process:

a) Setting the expiration period of Incomplete Reservations in the website:

To set a default expiration period of reservations, just follow these steps:

        1. Access <<Catalog > Settings > Reservation Settings>>;

        2. Find the option related to the tool;

        3. Choose the expiration time you desire.

            Important: The minimum time is 15 minutes. Avoid setting the expiration time in hours and minutes at the same time, it's recommended to fill just one field.

        4. Don't forget to save at the end of the process. The button is located at the right side, at the end of the page.

b) Setting a Reservation Agent reponsable for this kind of situation:

In case you want to concentrate this task to an especific employee, the member need to be allowed for the function 'agent' and you can do this following the next steps:

            1. Access the menu <<Catalog > Settings > Reservation Settings>>;

            2. Locate the option related to this tool;

            3. Insert the Reservation Agent in question: you can type it or select on the list.

            4. Don't forget to save the process at the end of the page, right side.


How is the guest notified when the reservation is not completed?

The system in his Reservation Page generates a message warning that the payment has not been completed ( this message is editable ) and, besides that, if it's enabled, an e-mail is sent using the template "booking_confirmation_status"

How is the expiration time notified in the emails?

In case you enabled the automatic expiration, the system has many variables that generates the needed info: reserve_expire_date and reserve_expire_datetime

In that case, if you work with expiration in hours or minutos, it's recommended to use reserve_expire_datetime

If you didn't  enable the automatic expiration resource, it's valid to realign your email template with your default policy or leave the expiration time open.

Does this expiration setting apply to Reservations from the OTA's?

No. Each OTA has their policy related to incomplete reservations, therefore this setting is only applied for reserves from the website.

How can I find out when the reservation atempt was made?

Next to the reservation code and the trash can there is another activity log icon or click on the code in the reservation and go to the activity history.

This resource is applied to all my accommodations?

Yes, since they are allowing online Reservations via site. Otherwise, the guest will be redirected to another flow that involves forms.