It can happen that a collection has not been successful for whatever reason. How do we handle this and what can you do when you have an outstanding payment?
When is a booking payment collected?
A collection takes place approximately on the second day after stopping the timer of the booking. An Angel gets paid 4 business days after the booking.
What is the procedure in case of a failed collection or chargeback?
- If a direct debit has failed, you will receive an email with a reminder containing a payment link.
- If you have not paid the amount on or around the 25th, we will make a 2nd direct debit attempt. Note: there are already extra costs involved.
- If the 2nd direct debit attempt does not succeed and you have not paid via the payment link, you will receive a reminder.
- If several attempts fail or if we see that several bookings are rejected, we are forced to call in a collection agency.
Payment overview in the app
On the payment overview page in the Charly Cares app, you will find all your payments and any outstanding payments. Here you can also pay your outstanding payment via a link.
In case of fraud with multiple accounts and payment chargebacks, we will immediately contact a collection agency and the user in question can eventually be blacklisted. We monitor this strictly and carry out several checks.