Neptune Error Messages

This error is advising us that the customers original transaction has not yet settled. Because the charge is still pending with their banking institution we are unable to process the request. 

In this instance we need the customer to call back in 24 - 48 hours when the transaction has settled. 

Note: In the event this wait will negatively impact the customer, we want to escalate. This will validate the customer attempted to cancel on that date.  

Once the transaction has settled a user with Admin access will waive any applicable fee's associated. 

Please appropriately advise the guest of their anticipated refunded amount and educate on the expected time frame for resolution. 

Assuming the user with Admin access has no additional questions for the customer, the request will be processed and an email sent to the email address on file. In the event we do need to contact the customer, gather a good contact number and include this in the escalation.

We see this error when a refund or payment got "hung up" in the backend. This could be server and network issue or data write up issues that prevent payments from showing in journal. 

In short, this is something our Support Team will have to resolve for us, which will require an Escalation. 

Note: In the event this is negatively impacting the customer, please work with your supervisor to block any sites associated with the escalation.

Please appropriately advise the guest of their anticipated refunded amount and educate on the expected time frame for resolution. 

Assuming the user with Admin access has no additional questions for the customer, the request will be processed and an email sent to the email address on file. In the event we do need to contact the customer, gather a good contact number and include this in the escalation.

Booking Restriction errors are an indication that our selection is outside of the State Parks Bookings Rules. 

When we see this error, we can move forward by selecting Process Refund to the above Credit Cards. 

• If no errors occur, the refund will process and you will be presented with the receipt to email to the guest.  

• In the event you are presented with an error message. Please escalate for assistance from the Support Team. 

We see this error when a refund or payment got "hung up" in the backend. This could be server and network issue or data write up issues that prevent payments from showing in journal. 

In short, this is something our Support Team will have to resolve for us, which will require an Escalation. 

Note: In the event this is negatively impacting the customer, please work with your supervisor to block any sites associated with the escalation.

When attempting to modify a reservation that has a simultaneous reservation for the same dates, an error may occur because the system perceives the total stay duration to exceed the State Parks Max Stay Rule. This happens when the first site is moved, causing the combined date range of both sites to temporarily surpass the maximum allowed stay.

Resolution:

1. 1. Verify the Max Stay Rule – Ensure that the intended modification will not exceed the park’s maximum stay once all sites are adjusted.

   2. Escalate to a Lead – If the total stay duration will remain within the allowed limits, contact a Lead immediately.

   3. Blocking for Processing – The Lead will apply a temporary block to any necessary slices until they can complete the modification.

Note: Do not attempt to override or bypass the error manually. Always escalate to a Lead for resolution.

In the example above, we can see that A, Smith has 2 sites for 7 nights at Malibu Creek SP. The Max Stay for Peek Season is 7 nights.

When we attempt to move these sites out by 3 days, the first move will not process because we are temporarily appearing to stay 10 nights which exceeds the Max. 

We see this error when a refund or payment got "hung up" in the backend. This could be server and network issue or data write up issues that prevent payments from showing in journal. 

In short, this is something our Support Team will have to resolve for us, which will require an Escalation. 

Note: In the event this is negatively impacting the customer, please work with your supervisor to block any sites associated with the escalation.

Please appropriately advise the guest of their anticipated refunded amount and educate on the expected time frame for resolution. 

Assuming the user with Admin access has no additional questions for the customer, the request will be processed and an email sent to the email address on file. In the event we do need to contact the customer, gather a good contact number and include this in the escalation.