Payments are made every Thursday for bookings for the following week - meaning no need to invoice us! All your remittances can be found under the Financials tab.
Cancelled bookings and hold credits
When an order needs to be cancelled and we have already paid you, we cancel the order on our end and place a hold credit against your account. This hold credit amount will come out of your next weekly payment with us. The hold credit will be displayed on your remittance advice as a minus payment.
Your remittance advice will have all the orders you accepted that week and the amount you were meant to be paid before any hold credits.
Customers are required to book their voucher in on the RedBalloon website for you to be able to confirm the request through your Supplier Hub account. Sometimes the customer fails to properly book in their voucher/s online and instead turn up to the experience with a voucher print-out, instead of a booking confirmation.
Our system has no way of knowing if the customer has attended the experience as it has not been redeemed through the website. When you accept a customer on your experience without a redeemed voucher/booking confirmation you do not get paid. We advise that all reservation staff are made aware to only accept booking confirmations from customers to prevent payment delays.
If you think this might have happened to you please contact us at firstname.lastname@example.org with the voucher number so we can investigate and redeem this voucher in the system. The voucher will appear in your Supplier Hub as ‘RedBalloon Assisted Booking or RedBalloon Mock Booking”. Please confirm the voucher as normal in order to generate payment.
Partial/incomplete group voucher booking
Alternatively, sometimes the customer only redeems one voucher on the RedBalloon website instead of redeeming vouchers for each attending participant. Every voucher carries it's own voucher number that must be redeemed online. Please ensure each participant carries a booking confirmation when they turn up to your experience. When this happens you will only be paid for one voucher instead of multiple payment.
If you think this might have happened to you please contact us at email@example.com with the voucher number of the attendee so we can investigate and redeem the other vouchers in the system. The voucher/s will appear in your Supplier Hub as ‘RedBalloon Assisted Booking or RedBalloon Mock Booking”. Please confirm the voucher/s as normal in order to generate payment.
Partial voucher redemption / credit adjustments
Sometimes the customer cannot complete all aspects of the experience on the day for whatever reason. In this case, where you have already been paid in full for the voucher we need to refund the customer for the portion of the experience they did not get to enjoy. We also need to place a credit adjustment on your account for the portion of the experience that was not provided to them.
If/when this happens please contact the customer team on 1300 875 500 or firstname.lastname@example.org, and provide details of the voucher number so our team can take the necessary action. This will appear as a minus payment on your remittance.