Hello Ilse,

Thank you for purchasing our product, and for reaching out to us.

Are you doing it in sandbox mode or in live mode? 

We ask because the payments done using the Mollie payment gateway are done online, there can be some delay until the payment is processed. 

In Mollie, you can check the expected time in which the payment will be on hold/Open until it gets an Expired status (this depends on the payment method chosen in Mollie).

In that case, your customers will be able to finish the booking process and an appointment will be created with Pending status. 

After the set time ends, if the customer doesn’t finish the payment process and the payment in Mollie gets Expired status, the appointment in Amelia will be automatically Rejected. 

This is done like this to disable the double booking which can happen if the appointment isn’t created until the status is returned.

And if the payment fails there can be some unique cases when customers will not be able to finish the payment process in Mollie. 

In that case, the customer will be redirected back to our booking form and will need to go through the booking process again. 

This will happen if only one payment method is enabled in Mollie. If multiple payment methods are enabled, customers will stay on Mollie checkout and be able to change the payment method.

Looking forward to your reply.

Hello Ilse,

Please provide me a temporary WP-admin (administrator) user for your site where this happens, so we could log in and take a look ‘from the inside’ as that’s the most efficient way to see and resolve the issue. 

We do not interfere with any data or anything else except for the plugin (in case that’s a production version of the site), and of course, we do not provide login data to third parties. 

You can write credentials here just check PRIVATE Reply so nobody can see them except us.

Hello Ilse,

We have forwarded your ticket to our level 2 agents and as soon as we get some feedback from them we will contact you immediately.

Hello Ilse,

We got feedback from our colleagues and they say that it has to work for Mollie like that. Because it can happen that there is a long "waiting time" for Amelia to receive a feedback, and because of long "waiting time", it either did not make appointments or failed payment appointments were registered as paid.

If you have any more questions please feel free to open another ticket.

Hello Ilse,

We have forwarded your ticket to our level 2 agents again and as soon as we get some feedback from them we will contact you.