If you notice a direct payment that you don’t recognize, it’s essential to report it promptly to ensure your payout records remain accurate.
Unrecognized payments can affect your total earnings, so timely action helps keep your account correct and up to date.
Purpose
To explain when and how partners should report unrecognized direct payments to ensure payout accuracy.
Applies to
Platform: LuggageHero Partner Dashboard
Audience: Active Partner Locations and Organization Owners
1. Eligibility
You can report a direct payment only if the booking is marked as “Paid directly” in the LuggageHero system.
This label appears in your Bookings overview under the Payment status column.
2. Impact on payouts
When you report an unrecognized direct payment:
The payment is removed from your account records once verified.
This ensures that the transaction does not negatively impact your payout or financial statements.
Timely reporting ensures your payout reflects only legitimate payments.
3. Reporting timeframe
Unrecognized direct payments must be reported within 5 days of the booking’s payment date.
Reports made after this period may require additional verification and could take longer to resolve.
4. How to report an unrecognized payment
Follow these steps to report an unrecognized direct payment:
Log in to your Partner Dashboard and locate the booking marked as “Paid directly.”
Note the Booking ID.
Initiate a report through the chat in your dashboard or email support with the Booking ID and a brief explanation.
Once reviewed, our team will:
Investigate the transaction,
Update the booking status, and
Remove it from your “Paid directly” list if confirmed unreceived.
Summary
Only report bookings labeled “Paid directly.”
You must report within 5 days of the payment date.
Verified reports remove unrecognized payments from your payout calculations.
Reporting ensures accurate and fair partner payouts.
Keeping your payment data accurate helps maintain clear financial records and prevents unnecessary payout discrepancies.