Payments FAQ
Answers to the most common questions about payments, refunds, and billing in HiLucy.
Failed Charges
A guest's payment failed. What should I do?
When a charge fails, check the following:
- Card declined -- The guest's bank may have declined the transaction. Ask the guest to try a different card or contact their bank
- Insufficient funds -- The card does not have enough available balance. The guest will need to use a different payment method
- Expired card -- If the card on file has expired, the guest must vault a new card through the guest portal
- Authentication required -- Some banks require 3D Secure authentication. The guest will be prompted to complete this step in their browser
You can attempt to charge the card again from the Rental Manager by clicking Try another card on the booking's deposit panel.
Can I retry a failed charge?
Yes. From the Rental Manager, open the booking and use the deposit panel to retry the charge or request a new card from the guest. The guest will receive a link to update their payment method.
What happens if a folio charge fails at settlement?
If the final folio settlement fails, the folio remains open and the charge amount is marked as outstanding. You can retry the settlement from the admin dashboard or contact the guest to resolve the payment issue.
Refunds
How do I process a refund?
Refunds can be processed from either the Rental Manager or the WordPress admin (WooCommerce Orders):
- Navigate to the booking or order
- Select Refund and choose full or partial
- Enter the refund amount and reason
- Confirm the refund
The refund is processed through Stripe and typically appears on the guest's statement within 5-10 business days, depending on their bank.
How long do refunds take?
- Stripe processing: Refunds are submitted to Stripe immediately
- Guest's bank: Most banks reflect the refund within 5-10 business days
- Credit cards: Refunds may take up to one billing cycle to appear on the guest's statement
Can I issue a partial refund?
Yes. Both full and partial refunds are supported. When processing a partial refund, enter the specific amount to return.
Supported Currencies and Payment Methods
What currencies does HiLucy support?
HiLucy supports all currencies available through your Stripe account. The default currency is configured in Settings -> Payments. Stripe handles currency conversion for international cards automatically based on your Stripe account settings.
What payment methods are accepted?
- Credit and debit cards -- Visa, Mastercard, American Express, Discover, and other major networks
- Express Checkout -- Apple Pay and Google Pay (when enabled)
- Cash on Delivery (COD) -- Available with card-on-file verification for damage protection
Can guests pay with bank transfer or wire?
Currently, HiLucy processes payments through Stripe card and Express Checkout methods. Bank transfers and wire payments are not supported through the automated system but can be recorded manually in the Rental Manager.
Security and PCI Compliance
Is HiLucy PCI compliant?
Yes. HiLucy never stores, processes, or transmits raw card numbers. All payment data is handled by Stripe, which is a certified PCI Level 1 Service Provider -- the highest level of certification. Card details are collected through Stripe Elements (embedded, secure iframes) and tokenized before they reach your server.
Are card details stored on my server?
No. HiLucy stores only a Stripe PaymentMethod token -- a reference ID that Stripe uses to charge the card. The actual card number, CVV, and expiration date are stored securely by Stripe and never touch your server.
What is the authorize-then-void deposit?
The security deposit system places a temporary authorization hold on the guest's card and immediately voids it. This verifies the card is valid and has funds without actually charging the guest. See Security Deposits for full details.
Billing and Folios
What is a folio?
A folio is an open billing tab linked to a guest's vaulted card. Staff can add charges throughout the guest's stay (spa, room service, minibar, activities), and the folio is settled at checkout by capturing a single Stripe payment. See Payment Processing for the full folio lifecycle.
Can multiple guests share a folio?
Yes. HiLucy's payment patterns support single-payer, split, and hybrid arrangements. A parent can cover their child on one folio while a friend pays independently on another. See Payment Processing for details on all three patterns.