Troubleshooting other checkout issues

If a customer says that they cannot complete a booking, ask them the following questions:

• What listing are they trying to book?

• Are there any error messages on the page?

• Are there any questions assigned to the listing that are required?

Checking whether questions assigned to the listing are required

If a customer does not answer a required question, two things happen: a reminder displays that there are required fields are must be filled out, and the customer is prevented from completing the booking.

Ask the customer if they see any reminders about required fields on the page. If they do see a reminder about required fields, ask the customer to answer the required questions to see if this resolves the problem. If the customer cannot identify the required questions, ask them to answer all questions.

You can also check whether there are any questions assigned to the listing, and whether any of those questions are required. If there are required questions assigned to the listing, ask the customer to answer the required questions to see if this resolves the problem.

The Pricing, Availability & Extras dialog displays.

• If Yes displays next to the question in the Required? column, the question is required and the customer must answer it to complete the booking.

• If No displays next to the question in the Required? column, the question is not required and the customer does not have to answer it to complete the booking.