Failed or stuck booking payments

Payment Issues lists bookings where money was already charged or held, but a step that was supposed to happen right after — like automatically refunding a hold, or cancelling the booking — failed on Stripe's or Renta's side. These aren't declined cards at checkout; they're payments that got stuck partway through.

Where to find it

Disputes → Payment Issues tab

The Payment Issues tab showing an open incident and the Mark resolved button

How it works

• Each row shows the booking number, customer, amount, status, and the reason it's flagged (for example, a refund for an expired reservation hold failed, or a booking couldn't be cancelled after a payment mismatch).
• Status — Open or Resolved.
• Mark resolved — appears on open incidents. It records that you've handled the situation yourself (for example, by refunding the customer manually in Stripe); it does not charge or refund anything on its own.

Example

A customer starts checkout and Stripe places a hold, but the 10-minute reservation window expires before they finish. Renta tries to automatically release that hold — if the release itself fails, the booking shows up here as Open so staff know money is still sitting with Stripe and needs a manual look.

Good to know

Because Mark resolved doesn't move any money, always resolve the underlying charge or hold in Stripe first, then come back here and mark it resolved. This is a working queue for stuck payment steps, not the same as Handling a Stripe dispute or chargeback, which is a customer or bank formally contesting a charge.