Alternative Payment Methods (Email & Invoice)

Overview

Alternative payment methods allow staff to complete a booking even when the customer is not ready or able to pay immediately. Instead of taking payment during the reservation, staff can send a secure payment link via email, or create an order that will later be paid by invoice through the client’s internal finance processes.

These options appear on the Payment step of the Create New Order workflow and are controlled by each client’s configuration.

Why These Payment Methods Matter

Not all bookings can be paid for at the point of sale. Some customers need time, approval, or an alternative method that suits their organisation. These payment types provide flexibility while still securing capacity and creating a clean, auditable order.

Pay via Email

This option sends the customer a secure payment link and a summary of their booking. It is ideal when:

• The customer is not present (phone bookings, remote assistance)
• The customer wants to pay later or via their own device
• Staff need to secure capacity immediately before the customer pays
• A booking is made close to session start time and the customer prefers to self-complete payment
• This method is frequently used by the general public, membership customers, and small groups
  

Pay via Invoice

This option is designed primarily for:

• Schools and education groups
• Tour operators and travel companies
• Corporate clients
• Large group bookings
• Bookings where a purchase order is required
• These customers often need formal paperwork, approvals, or finance-department processing before payment can be made. Invoicing allows staff to secure the booking without requiring immediate payment and supports B2B workflows.
  
  

Both methods help organisations:

• Maintain capacity control and accurate availability
• Keep bookings auditable and trackable in Reservations
• Support flexible operational processes without losing bookings
• Provide customers with options suited to their needs
  

System Behaviour

• Only payment methods enabled for the client will appear.
• Payment methods are configured during client onboarding and held in the client-specific setup file.
• Time-to-complete settings for emailed payment links are configured in Admin Portal → Payment Settings.
• Orders created via Email or Invoice appear in the Orders Dashboard with the correct status (Draft, Awaiting Payment, Ordered, etc.).
• Orders remain unconfirmed until payment is made (for email) or the organisation marks the invoice as paid.
  

Using Alternative Payment Methods

Where This Occurs in the Flow

These instructions begin at the Payment step within the Create New Order workflow, after:

1. Selecting What
2. Selecting Who
3. Selecting When
4. Adding to Cart
5. Completing Add-ons
6. Entering Contact Details

Reference: Create New Orders baseline document - https://ticknovate.monday.com/docs/18380966213

Payment Options Overview

At the Payment step, staff may see any of the following depending on configuration:

• Via Card (DNA Payments)
• Via Email
• Via SMS
• Via Invoice
• External (Cheque, BACS, PDQ)
• On Day
• Later External Payment

Only enabled methods appear for each organisation.

Pay via Email

1. Select 'Via Email'

[Screenshot Placeholder: Payment Options – Via Email]

• Staff select Via Email.

This opens the Payment via Email section containing the “Time to Complete Payment” field.

2. Choose Time to Complete Payment

[Screenshot Placeholder: Time to Complete Payment Dropdown]

Customers must complete payment before the deadline chosen here.

Typical options include (but may vary by client):

• 15 minutes
• 2 hours
• 1 day
• 3 days
• 7 days
• 14 days
• Until booking starts
• Until booking ends

These are configured in the Admin Portal and determine how long the payment link remains active.

Callout:

Time-to-pay options are controlled through Admin Portal → Payment Settings. Clients can customise these windows based on operational needs, such as school groups, event timings, or high-demand sessions.

3. Send Payment Request

[Screenshot Placeholder: Payment – Send Email]

• Click Send Email.
• The system sends a payment request to the customer’s email address entered in Contact Details.
• Staff then move to the Confirmation step.

4. Confirmation Page (Internal View)

[Screenshot Placeholder: Payment Confirmation – Via Email]

The confirmation message shows:

• 'Payment request sent via email'
• Contact details
• Delivery method
• Buttons for:
• Edit Draft Order
• View Draft Order
• Go to Dashboard

The order is now created in Draft state until the customer completes payment.

5. Customer Email

[Screenshot Placeholder: Example Payment Request Email]

The customer receives an email that includes:

• Order reference
• Booking summary
• Complete Payment button
• The payment deadline (e.g., 'Booking held until…')
• Customer details
• Terms & Conditions

When they click Complete Payment, they are taken to a secure payment page.

6. Customer Completes Payment

Once payment is completed:

• The order status automatically updates from Draft to Ordered.
• A confirmation email is sent to the customer with tickets attached.
• Staff can view the completed order in Reservations.

7. After Payment: Staff Options

From the order page, staff may:

• View order
• Resend payment link
• Cancel the draft
• Apply refunds (depending on permissions)
• Review Message History
• Review Transaction History

These features are described extensively in the reference docs: TBD

Pay via Invoice

1. Select 'Via Invoice'

[Screenshot Placeholder: Payment Options – Via Invoice]

Staff select Via Invoiceon the Payment step.

2. System Confirmation

[Screenshot Placeholder: Confirmation – Via Invoice]

The system displays:

• 'The customer will be invoiced for this order'
• Confirmation of customer details
• Booking summary
• 'Done' button

No payment needs to be collected immediately.

3. Order Status

Orders created via invoice typically appear as:

• Ordered (if the organisation treats invoice creation as confirmation), or
• Awaiting Invoice Payment (depending on configuration)

This flow is based on the behaviour documented in: TBD

4. Invoice Workflow (Organisation-Side)

Invoices are not generated by Reservations itself.

Clients follow their own internal finance processes, which may include:

• Sending manual or automated invoices
• Referencing the Expian order number
• Reconciling payments in their financial system
• Updating payment status in Expian (if applicable)

This approach supports B2B and group workflows without requiring payment upfront.

5. Confirmation Email (Customer)

A confirmation email is usually sent, depending on client configuration.

It may include:

• Order summary
• Tickets (if the client chooses to release tickets pre-payment)
• Instructions for invoice payment
• Contact details for the organisation

This behaviour varies by client and may be customised.

Troubleshooting

Customer hasn’t received the payment email

• Ask them to check spam/junk folders
• Confirm the email address in Contact Details
• Use Resend Payment Email from the order screen

Payment link expired

• Delete or cancel the draft
• Recreate the order
• Choose a longer payment window if appropriate

Customer paid but order remains Draft

• Check Transaction History
• Confirm payment processed successfully
• Refresh Reservations
• Contact support if payment was received but not linked

Invoice order showing as unpaid

• Follow organisation’s finance process
• Update payment status once reconciliation is complete
• Confirm with accountant/finance contact

Best Practices

• Always confirm the customer email address is correct before sending a payment link.
• Choose a realistic time-to-pay window based on the type of customer.
• For schools/groups, use Via Invoice, not Via Email.
• For general public bookings, Via Email can reduce abandoned sales.
• Avoid creating draft orders that are unlikely to be paid.
• Review draft orders periodically to remove stale or unused bookings.
• Capture accurate contact details to ensure successful delivery of emails.
• Use message history to confirm emails were sent.

Feature Highlights

Secure, time-limited payment link sent to the customer.

Status Transparency

Category

Payment Flexibility

Multiple Alternative Methods

Allows organisations to control availability and prevent capacity being held too long.

Includes options such as 15 minutes, 2 hours, 1–14 days, or until booking starts.

Clear order statuses (Draft, Awaiting Payment, Ordered).

Description

Prevents accidental confirmation and ensures reporting accuracy.

Helps staff manage outstanding payments and chase where needed.

Feature

Provides full traceability for financial audits and customer service.

Staff can send a link and move on.

Draft Order Handling

Time-to-pay windows managed in Admin Portal.

Allows bookings to proceed when immediate payment isn’t possible or appropriate.

Shows all emails sent, payment attempts, confirmations, and receipts.

Email Payment Links

Supports schools, tour operators, corporate clients, and groups.

Pay-via-Email creates a Draft order until payment is received.

The order only becomes ‘Ordered’ after the customer pays.

Operational Efficiency

Configurable Deadlines

Supports both Pay via Email and Pay via Invoice.

Reduces abandoned bookings, supports remote sales, and improves customer experience.

Reduced need for manual follow-up and over-the-phone card payments.

Improves workflow for high-volume Reservations and Contact Centre teams.

Payment updates reflected automatically once completed.

Matches real-world workflows where purchase orders or approvals are required.

Audit Trail

Message History & Transaction History.

Customers complete payment themselves on their own device.

Why It Matters

Enables bookings requiring invoicing instead of immediate payment.

Invoice Support (B2B)