At LuggageHero, all bookings include an upfront payment commitment, a reserve amount is placed on the customer’s card at the time of booking. This ensures funds are secured.
In rare cases, the final payment may fail when the storage ends. Here’s what customers can do and what storage partners need to know.
Customer Payment Options
Retry payment on the same card
If the final charge fails, the customer can retry the payment on the first credit card used.
Most retries succeed.
Once successful, you’ll receive a check-out confirmation email.
Add another credit card
Customers can also add a new card to their account and attempt the payment again.
This provides them with an additional option to complete the transaction successfully.
✅ A green pick-up confirmation screen indicates that the online payment was completed.
Customer Direct Payment
If retries fail, the customer will see an option to “Pay directly.”
The total amount due is shown on an orange pick-up confirmation screen.
Customers can reopen this confirmation screen from their booking page to show you the amount owed.
✅ The orange screen means payment should be accepted directly in the shop.
Booking Status and Partner Payouts
Bookings where online payment cannot be completed are marked “Paid in shop.”
This ensures the booking is recorded correctly in our system.
The total amount for failed payments is deducted from the partner’s monthly payout; therefore, it is essential to collect payment directly from the customer in these cases.
Important Guidelines
Cash payments are strictly prohibited unless explicitly shown as an option in the LuggageHero App.
Always check the pick-up confirmation screen (green = online payment, orange = direct payment).
If you have concerns about a failed payment, contact support@luggagehero.com with the booking ID.
Key takeaway for managers: Customers always commit to the cost upfront, but if the online charge cannot be completed, you must collect the payment in-shop (card only, never cash).