Alternative Payment Methods Management

Pay by Email, Pay by Invoice & Draft Order Handling

Overview

Alternative payment methods allow Reservations staff to create a booking where immediate payment is not possible, appropriate or required.

Instead of taking payment at the point of reservation, staff may:

• send a secure payment link by email
• send a secure payment link by SMS, where configured
• create an invoice-based order
• allow an organisation to complete payment through internal finance processes

These options appear during the Payment step of the Create New Order workflow and are controlled by client configuration.

Alternative payment methods support:

• remote customer bookings
• phone-assisted reservations
• schools and education groups
• corporate customers
• tour operators
• B2B and trade workflows
• bookings requiring internal approval
• bookings where purchase orders are required

The framework integrates with:

• Reservations
• Customer Records
• Payment Services
• Order Status Management
• Message History
• Transaction History
• Finance Reporting
• External Finance Processes

Why These Payment Methods Matter

Not every booking can be paid for immediately.

Customers may need:

• approval from a finance team
• time to complete payment
• a secure link to pay on their own device
• invoice paperwork
• purchase order processing
• remote payment support

Alternative payment methods provide flexibility while maintaining operational control.

They enable organisations to:

• hold capacity while payment is completed
• maintain an auditable order record
• support customer and group workflows
• reduce abandoned bookings
• avoid taking card details over the phone
• support B2B finance processes

Expian supports:

controlled deferred payment architecture

where:

• payment options are client-configured
• payment links are time-limited
• draft orders remain traceable
• order statuses update when payment completes
• message and transaction histories provide audit visibility

This enables:

• cleaner payment governance
• reduced operational risk
• improved customer experience
• better finance reconciliation
• scalable Reservations workflows

System Behaviour

Client-Specific Payment Configuration

Only payment methods enabled for the client appear during checkout.

Payment methods are configured during onboarding or pre-go-live preparation and may include:

• Card
• Email
• SMS
• Invoice
• External Payment
• Cheque
• BACS
• PDQ
• On Day
• Later External Payment
• Direct Debit

This ensures:

• organisations only use approved payment methods
• finance workflows remain aligned to client policy
• staff see only relevant payment options
• unsupported payment routes are hidden

Pay by Email Behaviour

Draft Order Creation

When Pay by Email is selected:

• a secure payment link is sent to the customer
• the booking is created in Draft state
• capacity may be held for the configured payment window
• the order is not fully confirmed until payment completes
• payment status updates automatically when the customer pays

The customer completes payment through a secure payment page.

Once payment is completed:

• the order moves from Draft to Ordered
• confirmation communication is sent
• tickets or fulfilment become available according to configuration
• payment activity is recorded in Transaction History

Release notes confirm pay-later emails have been updated to display booking start date and time, improving customer clarity when completing payment later.

Pay by Invoice Behaviour

Invoice-Based Order Handling

Pay by Invoice enables staff to create an order without taking immediate payment through Expian.

This is typically used for:

• schools
• education groups
• tour operators
• travel companies
• corporate clients
• large group bookings
• purchase order workflows

Invoice handling may vary by organisation.

Depending on configuration, invoice orders may appear as:

• Ordered
• Awaiting Payment
• Awaiting Invoice Payment

Invoices are usually managed through the organisation’s own finance process, rather than generated directly by Reservations.

This may include:

• manual invoice generation
• finance-system invoice creation
• purchase order referencing
• reconciliation against Expian order reference
• updating payment status after receipt

Where This Occurs in the Flow

Alternative payment methods appear at the Payment step, after staff have completed:

• What
• Who
• When
• Add to Cart
• Add-ons
• Contact Details

Reference workflow:

Create New Order → Payment

At this stage, the order summary should already show:

• selected products
• customer details
• booking date/time
• quantities
• total value
• fees or add-ons
• discounts or vouchers

Payment Options Overview

Depending on configuration, staff may see:

• Via Card
• Via Email
• Via SMS
• Via Invoice
• External
• On Day
• Later External Payment
• Direct Debit

Only enabled methods appear for each organisation.

Payment availability may be affected by:

• client configuration
• product type
• user permissions
• channel rules
• finance workflow rules
• entitlement type

Pay via Email Workflow

1. Select Via Email

At the Payment step:

• select Via Email

[IMAGE: Payment Options — Via Email — placeholder]

This opens the Payment via Email section.

2. Choose Time to Complete Payment

Staff select the required payment deadline.

[IMAGE: Time to Complete Payment Dropdown — placeholder]

Typical options may include:

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

These options are configured in:

Admin Portal → Payment Settings

The selected window determines how long the secure payment link remains active.

Recommended use:

• shorter windows for high-demand sessions
• longer windows for schools and groups
• “until booking starts” only where operationally appropriate

Time-to-Pay Governance

Capacity Hold Control

Time-to-pay settings control how long a booking can remain unpaid while still holding capacity.

This protects:

• availability accuracy
• operational capacity
• high-demand sessions
• finance visibility
• customer expectations

If payment is not completed before expiry:

• the payment link may expire
• the draft order may need to be cancelled
• the booking may need to be recreated
• capacity may be released according to configuration

Release notes also reference cart expiry and payment handling improvements, including a configurable grace window for payments received shortly after cart expiry to prevent payment-without-order issues.

3. Send Payment Request

After selecting the payment window:

• select Send Email

[IMAGE: Payment — Send Email — placeholder]

The system sends a payment request to the customer email entered in Contact Details.

The staff user is then taken to the Confirmation step.

4. Confirmation Page — Internal View

The confirmation page shows:

• payment request sent by email
• customer details
• delivery method
• booking summary
• draft order actions

Available actions may include:

• Edit Draft Order
• View Draft Order
• Go to Dashboard

[IMAGE: Payment Confirmation — Via Email — placeholder]

The order remains in Draft state until payment completes.

5. Customer Payment Email

The customer receives an email containing:

• order reference
• booking summary
• Complete Payment button
• payment deadline
• customer details
• terms and conditions

[IMAGE: Example Payment Request Email — placeholder]

The customer selects Complete Payment and is taken to a secure payment page.

Pay-later confirmation emails now display booking start date and time so customers can more easily confirm when their booking begins.

6. Customer Completes Payment

Once the customer completes payment:

• payment is recorded
• the order status updates from Draft to Ordered
• confirmation communication is sent
• fulfilment is released according to configuration
• staff can view the completed order in Reservations

This supports:

• secure remote payment
• accurate order progression
• reduced manual follow-up
• operational status transparency

7. After Payment

From the order page, staff may:

• view the order
• resend payment link where available
• cancel the draft
• review Message History
• review Transaction History
• apply refunds where permitted
• manage fulfilment options

Message and transaction history support:

• audit visibility
• finance tracing
• customer service support
• operational troubleshooting

Pay via Invoice Workflow

1. Select Via Invoice

At the Payment step:

• select Via Invoice

[IMAGE: Payment Options — Via Invoice — placeholder]

2. System Confirmation

The system displays confirmation messaging such as:

• the customer will be invoiced for this order
• customer details
• booking summary
• Done button

[IMAGE: Confirmation — Via Invoice — placeholder]

No immediate payment is collected through Reservations.

3. Order Status

Invoice orders may appear as:

• Ordered
• Awaiting Payment
• Awaiting Invoice Payment

The exact status depends on client configuration.

This allows organisations to choose whether invoice-based bookings:

• confirm capacity immediately
• remain awaiting payment
• trigger internal finance processing
• release fulfilment before or after payment

4. Organisation-Side Invoice Workflow

Invoices are usually managed outside Reservations through the client’s finance process.

This may include:

• generating an invoice manually
• generating an invoice through a finance system
• referencing the Expian order number
• sending invoice paperwork to the customer
• receiving payment through finance channels
• reconciling payment later

This supports:

• B2B workflows
• school group bookings
• purchase orders
• corporate finance approvals
• agreed account customers

5. Customer Confirmation

Depending on configuration, customers may receive:

• order summary
• booking confirmation
• invoice payment instructions
• tickets or fulfilment
• organisation contact details

This behaviour varies by client.

Some organisations may:

• release tickets before invoice payment
• withhold fulfilment until payment reconciliation
• send separate invoice documentation from finance

Status Management

Draft, Awaiting Payment & Ordered States

Alternative payment methods rely on clear order status handling.

Common states include:

• Draft
• Awaiting Payment
• Ordered
• Cancelled
• Expired

Pay by Email typically creates a Draft order until payment completes.

Pay by Invoice may create either an Ordered or Awaiting Payment order depending on configuration.

This supports:

• operational visibility
• payment chasing
• finance reconciliation
• capacity management
• reporting accuracy

Audit & Communication History

Message History

Message History may show:

• payment request emails
• confirmation emails
• resend activity
• cancellation communications
• fulfilment communications

This enables staff to confirm whether customer communication has been sent.

Transaction History

Transaction History may show:

• payment attempts
• successful payments
• failed payments
• external payment references
• refunds
• invoice-related payment records where applicable

This supports:

• finance audit
• customer service investigations
• reconciliation workflows

Reporting & Finance Impact

Financial Visibility

Alternative payments flow into reporting and finance records according to their status and payment method.

Reports may include:

• order status
• payment method
• transaction date
• payment value
• booking reference
• product value
• discounts and fees

Recent reporting enhancements provide improved daily sales visibility for financial reconciliation, including transaction date, payment type filters and booking reference.

Customer Data & Address Validation

Contact Detail Accuracy

Alternative payment methods rely heavily on accurate customer details.

Staff should verify:

• customer name
• email address
• phone number
• billing address
• organisation name
• purchase order reference where required

Address validation improvements have strengthened checkout data quality and help prevent incomplete customer records.

Troubleshooting

Issue: Customer Has Not Received Payment Email

Check:

• spam or junk folders
• email spelling
• Contact Details email field
• Message History
• email template configuration
• client email sending configuration

Recommended action:

• resend the payment email where available
• confirm the recipient email before resending

Issue: Payment Link Expired

Recommended action:

• cancel or delete the draft where appropriate
• recreate the order
• select a longer payment window
• consider invoice payment for school or group bookings

Issue: Customer Paid but Order Remains Draft

Check:

• Transaction History
• payment provider status
• order refresh
• cart expiry timing
• payment webhook processing

If payment was received but not linked to the order:

• contact Expian Support
• provide order reference and payment reference

Release notes include a grace-window improvement to reduce payment-with-no-order scenarios caused by cart expiry timing.

Issue: Invoice Order Showing as Unpaid

Check:

• organisation finance process
• invoice status
• purchase order reference
• payment reconciliation
• internal finance contact

Recommended action:

• update payment status according to client process
• retain the Expian order reference for reconciliation

Issue: Incorrect Booking Date or Time in Payment

Email

Check:

• pay-later email template
• order start date and time
• booking summary values

Release notes confirm pay-later ticket confirmation emails now display booking start date and time.

Best Practice

Confirm Customer Email Before Sending

Always verify:

• spelling
• domain
• customer ownership
• intended recipient

This prevents:

• missed payment links
• delayed payment
• duplicate bookings
• support queries

Choose a Realistic Payment Window

Select payment windows based on:

• customer type
• booking urgency
• capacity demand
• session start time
• finance process requirements

Examples:

• general public: shorter window
• schools: longer window or invoice
• high-demand sessions: short expiry
• corporate groups: invoice workflow

Use Invoice for Schools and Groups

For schools, corporate customers and tour operators:

• use Via Invoice where configured
• collect purchase order details where required
• confirm internal finance process
• ensure the customer understands next steps

Avoid Stale Draft Orders

Review draft orders regularly.

Stale draft orders may:

• hold capacity unnecessarily
• create reporting clutter
• confuse operational teams
• require manual cancellation

Use Message History for Confirmation

Before resending a payment link:

• check Message History
• confirm whether the first email was sent
• verify email delivery context
• avoid duplicate customer communication where possible

Use Transaction History for Payment Queries

When investigating payment issues:

• check payment attempts
• check payment method
• check transaction references
• confirm payment status
• escalate with references if needed

How to Configure

1. Configure Alternative Payment Methods

Navigate to:

Admin → Payment Settings

Configure:

• Via Email
• Via SMS
• Via Invoice
• External payments
• On Day payment
• Later External payment
• user permissions
• client payment rules

Recommended setup:

• enable only approved methods
• align with finance policies
• restrict invoice access to trained staff

2. Configure Time-to-Pay Windows

Navigate to:

Admin → Payment Settings

Configure:

• 15-minute payment windows
• hourly payment windows
• day-based windows
• until booking starts
• until booking ends

Recommended setup:

• keep public payment links short
• allow longer windows for schools and groups
• avoid long holds on constrained capacity

3. Configure Email Templates

Navigate to:

Admin → Email Templates

Configure:

• payment request email
• pay-later confirmation content
• booking summary fields
• payment deadline wording
• terms and conditions

Recommended setup:

• include booking date and time
• include clear payment deadline
• include customer support contact
• test mobile and desktop rendering

4. Configure Invoice Workflow

Navigate to:

Admin → Payment / Finance Settings

Configure:

• invoice payment method
• invoice order status
• fulfilment rules
• finance references
• reporting treatment

Recommended setup:

• define whether invoice orders are Ordered or Awaiting Payment
• align fulfilment release with finance policy
• document internal invoice processes

5. Configure Reporting & Reconciliation

Navigate to:

Admin → Reports

Configure or use reports for:

• payment method
• order status
• transaction date
• booking reference
• outstanding payments
• sales by payment type

Recommended setup:

• monitor Draft and Awaiting Payment orders
• review payment method filters
• reconcile invoice orders regularly

Feature Highlights Appendix

Operational Benefits

The Alternative Payment Methods workflow delivers:

• flexible payment handling
• secure remote payment
• cleaner invoice workflows
• reduced abandoned bookings
• clearer draft order management
• improved finance traceability
• better customer communication
• controlled capacity holding
• scalable contact-centre operations

The framework enables organisations to operate:

• customer-friendly deferred payment journeys
• B2B and group booking workflows
• auditable finance processes
• controlled payment-link expiry
• transparent order status management
• reliable Reservations payment operations

Supports Pay via

Chase unpaid draft

Customer checks event time before paying

Customer Experience

Description

Alternative

Why It Matters

Payment Methods

Payment methods flow into reports

Message & Transaction History

completes

Supports reconciliation

Supports remote

Protects capacity

Audit Trail

Booking Date in Pay-Later Email

Supports orders requiring invoice processing

Payment

Review invoice orders

Operational Efficiency

Matches school and corporate workflows

Allows bookings

Confirm payment email was sent

Phone

time-limited payment request to customer

Draft Until Paid

Prevents accidental confirmation

Pay via Email creates Draft order until payment completes

Example Use

B2B Payment Workflow

Email, SMS and Invoice

payment on customer device

Customer

Category

2-hour

Admin-controlled payment link expiry

Contact centre booking

Configurable Deadlines

Clear Order Statuses

Time-to-Pay Windows

Sends

Draft, Awaiting Payment and Ordered states

booking paid

Status Transparency

Reduces need for phone card payments

Draft Order Handling

School group booking

Secure

Shows emails, payment attempts and confirmations

Payment Method Visibility

Staff send link and continue working

Invoice Support

Email

Payment Link

Reporting

Supports finance and support investigations

Pay-later emails display booking start date/time

Payment Links

Draft

Helps customers verify the correct booking

Remote Payment Handling

Feature

Flexibility

to proceed without immediate payment

Helps staff manage outstanding payments

payment at

payment

becomes

later

and prevents

long holds

window

Ordered

home

after

payment