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ZenDesk automatically makes a new ticket when a payment fails in the system. These tickets should be inspected daily so we are able to capture a renter's deposit before it is released.
Researching a Failed Payment Ticket
Researching a Failed Payment Ticket
The first thing you want to do when you receive a failed payment ticket is to see if the charge was eventually successful
Copy the renter's email address from the ticket in ZenDesk.
Search ALL rentals associated with that email address. If the renter has more than one reservation, check the date on the failed payment to decipher what rental it is from.
Navigate to the reservation's Transaction page to see a list of all charges on the reservation.
Copy and paste the reservation's URL in the internal notes on the ticket and Submit as New. A Level 2 Support Agent will proceed with the process.
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