Understanding Order Processing

Want to understand how an order is processed after a customer has paid, then this article is for you.

Want to understand how an order is processed after a customer has paid, then this article is for you.

On the front end of your website, the customer reaches the "basket" page and we request payment using your chosen payment provider. We do not attempt to place a booking until we have received payment from your customer (unless using a B2B account/credit limit), otherwise you could be stuck with a non-cancellable product without any payment.

Once payment has been made by the customer, we simply report that their booking is confirmed with you and show them their order reference from our platform. At this point, they can now leave the website should they choose.

Behind the scenes, we then attempt to confirm each of the products in their order with your suppliers. This is done in an "offline" process as it can take up to 5-10 minutes to confirm all products with suppliers.

You, as the travel company/OTA, will be sent a summary email of the customer order, with a breakdown of each item, who the supplier is, and details as to whether that item was confirmed (along with the supplier booking reference) or not (along with any errors that may be returned by the supplier as to why it may have failed). Only if all the products confirm with the suppliers, do we send the confirmation email to the customer from you.

The reason why we do not inform the customer of any supplier booking failures is that it is normally hard enough to obtain a new customer and so the last thing you want is the customer going elsewhere to book something when any errors can usually be manually rectified by your booking agents. Also, a booking can normally be complicated and made up of several elements, so telling a customer that their booking has failed when only a single element of a multi-element order has failed may also be confusing for them.

Remember, that if you have manually booked a failed element, you can always update the booking reference and status in your Travelify Order Manager and then send out the confirmation email from there.