Sometimes a guest's bank may temporarily put a hold on a transaction for security reasons.
If this is a new booking, either one you are creating at the time or one that's been made via the website booking engine, the booking will be created as an Enquiry. You can convert the Enquiry to a booking at any time, usually when you have received payment.
Where this happens for manual bookings, Caterpay will return a declined response. In order to process this payment, you should contact your guest and instruct them to obtain an authorisation code for the transaction from their bank. They can usually do this over the phone. For website bookings the guest will receive an error message on screen, advising them to obtain an authorisation code from their bank and to contact you.
The transaction will show up as "failed" in red type in the finance tab.
If you mouseover the information symbol, the blue tooltip will show CARD REFERRED:
Once you have the the code, you can log into your MMS account and from there, click on the left hand side to AUTHORISE from the drop down.
From the pop up window, you can then enter the authorisation code to capture the funds.
