You can always take the payment status on your account as final.
There are two ways a guest can pay via Dineplan; EFT or Credit Card.
EFT
EFT payments can take up to 72 hours to clear into our account.
If a guest has paid by EFT and on their reservation it is not showing as paid, please take note of the below possible reasons:
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The guest more than likely used the incorrect beneficiary reference on their payment and we therefore have no way of allocating this payment correctly.
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The guest may have paid to the wrong bank account or made a mistake on the bank details.
Asking the guest for proof of payment and sending this to support@dineplan.com will quickly allow our accounts team to provide feedback or allocate the payment if the wrong reference was used.
Please make sure that the POP contains the bank account details paid into, the date of the transaction, the amount paid and the beneficiary reference.
Credit Card
If a guest has told you that they paid via credit card and it is still not appearing in Dineplan, we have seen that in 99% of cases the guest has not completed the process correctly. This could be due to the following reasons:
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Incorrectly entering their One Time Pin (OTP) - this is controlled by their bank and we are not able to see this.
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Their card is not enabled for online transactions.
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Their internet went down during the payment process.
As you can see from the above, the reasons for this not going through is based on the guests interaction with the payment portal and is out of our control.
If a guest is persistent that they have paid, you are more than welcome to reach out to support@dineplan.com and we can investigate and give you proof of an unsuccessful payment.
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