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Understanding Your Reservation Invoice: Why Do I See Multiple Charges?

⚠️This article applies only to organizations that have external Billing process enabled.

Have you ever noticed multiple charges for the same reservation on a customer invoice and wondered why this happens? Understanding this process begins with how our system actively manages billing by updating charges as the reservation details change over time.

Instead of waiting until the end to apply all charges, our system recalculates and adjusts the amount as changes occur. This ensures that you only pay for the time and services you actually use.

 

1. The Initial Charge:

 

When a customer initiates a reservation, the platform immediately calculates and processes an upfront payment.

Here’s how it works: At the moment of creation, our system determines the cost for the initial duration of your reservation, including applicable taxes, and charges this amount right away.

For example: Let’s say you book Reservation #99000 for 2 hours, from 5:30 PM to 7:30 PM. The system charges $21.18 as the initial fee. This is the first amount that appears on their statement.


2. Recalculation in Action: Changes During the Reservation

 

Life sometimes requires flexibility, and our systems are designed to adapt. However, any change in time or duration triggers an automatic billing readjustment.

The system recalculates the total cost of the reservation and then only charges the outstanding difference compared to what you have already paid. Drivers are never charged the full amount again, only the increment.

 

Common Scenarios That Generate Additional Charges:

 

  • Early Start: If customers begin using the service before the reserved start time, the system recalculates the effective total duration from the time of the actual start.

    • Fictitious Example: If Reservation #99000 started at 4:17 PM instead of 5:30 PM, the total cost of the reservation increases to $23.52. The system processes a small additional charge to cover this difference.

  • Time Extensions: Each time you extend your reservation, the system recalculates the new total cost and charges you the additional amount for the extended time.

    • Fictitious Example: If you extend Reservation #99000 for an additional hour. The new total cost is $34.11. Since you already paid $21.18, the system only charges you the difference of $12.93.

Note: It’s important to understand that both the application of charges and the option to start a reservation early are governed by how your Reservation Rulesets and Pricing Rulesets are configured. These settings determine when charges are applied and whether early starts are permitted, so reviewing your ruleset configurations can help clarify how and when adjustments may occur.

 

Event New Duration Recalculated Total Cost Additional Amount Charged
Initial Creation 2 hours $21.18 $21.18
Early Start (Time Adjustment) $23.52 (Adjusted internally according to Pricing Rulesets configuration)
Extension 1 3 hours $34.11 $10.59
Extension 2 3.5 hours $39.40 $5.29
Extension 3 4 hours $44.70 $5.30

 

🔍 What Does This Mean for customers?

 

Seeing multiple transactions for a single Reservation ID is actually a sign that our system has been doing its job to:

  1. Secure the reservation: Drivers paid the base amount from the start.

  2. Adapt to your needs: The additional charges accurately reflect every minute or change added to the original duration.

  3. Reflect Accuracy: The total value of the final invoice is the sum of all these small, incremental charges.

If you have questions about a specific charge, we recommend checking the Reservation ID and comparing the transaction time with the changes you made (start, extensions) at that moment.