How to educate customers about inability to charge held card in Appointments?

DaoDeJing — Sat, 16 Sep 2017 19:38:08 GMT

When customers make a booking for my services using Appointments, I require credit card info to protect against no-show. Unfortunately, EVERY time the customer shows up, they're surprised and irritated that I ask for payment. "I put in my card, can't you just charge that?" They just assumed they were pre-paying by putting in their card. (I can't just use a prepayment method, because the cost of the service varies considerably depending on circumstances that won't be known until the customer arrives.)

I try to explain that for security my payment processor requires the card be presented in person to confirm ownership, but this almost always confuses them. They just don't understand.

When I realize that customers are confused about something on my website, I can easily reword or rearrange things to address the specific thing they are confused about. But I can't change much of anything in the Appointments booking page or widget.

Advice?

Re: How to educate customers about inability to charge held card in Appointments?

Russell — Sun, 17 Sep 2017 20:11:28 GMT

Hi @DaoDeJing -

Thanks for taking the time to explain this. I can definitely see where you are coming from and will let our Product Team know.

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How to educate customers about inability to charge held card in Appointments?

Re: How to educate customers about inability to charge held card in Appointments?