Custom Charges lets WanderOS operators request and collect payment for agreed-upon extras associated with an eligible reservation. Create an itemized charge, send a secure payment link or charge an eligible card on file, and keep the payment status and follow-up alongside the reservation in WanderOS.
Whether it’s a pet fee, late checkout, a broken item, or any agreed-upon extra, you can manage the payment request without moving between your reservation and a separate payment workflow.
How it works
1. Create the charge
Go to Finance → Charges → Create charge, or use a supported reservation entry point. Create a clear, itemized charge tied to an eligible WanderOS reservation. Add individual items, amounts, and an optional note for the guest.
2. Collect payment
Review the guest, items, processing fee, and total, then choose an available payment method:
Payment link: Send the guest a secure checkout link.
Autocharge guest: Charge an eligible card on file when available.
3. Track and follow up
Manage the charge from WanderOS, and your team handles the service. See the payment status, resend or cancel open payment requests, and refund eligible paid charges.
FAQs
Can I use Custom Charges for all my bookings?
Can I use Custom Charges for all my bookings?
Custom Charges are available to enabled WanderOS operators for eligible direct-site reservations, including eligible completed stays.
They are not currently supported for Marketplace bookings or manually created/non-Sites reservations. A booking that is still awaiting approval may also not be eligible.
If you don't see the option for a reservation, check that the booking came through your direct site and meets the eligibility requirements.
Does a Custom Charge change the reservation?
Does a Custom Charge change the reservation?
No. A Custom Charge collects payment for an extra but does not change the reservation, extend the stay, or automatically arrange the service.
Does the guest have to give us their card details?
Does the guest have to give us their card details?
No. You can send the guest a secure payment link so they can pay directly.
If an eligible card is already on file, you may also be able to select Autocharge guest. This option isn't available for every booking, and payment isn't guaranteed.
What if the guest hasn't paid?
What if the guest hasn't paid?
Open means the guest hasn't completed payment. You can check the charge details and resend or copy the payment link for follow-up, where available.
If payment is pending or unclear, confirm the payment status before creating another charge.
Can I edit, cancel, or refund a charge?
Can I edit, cancel, or refund a charge?
You can edit or cancel an unpaid request where available. Eligible paid charges can be refunded in full or partially.
Refunds can take 5–10 days to appear on the guest's statement.
Are there fees associated with a custom charge?
Are there fees associated with a custom charge?
Standard payment processing fees apply.
We already send invoices through our PMS. Why use this?
We already send invoices through our PMS. Why use this?
Custom Charges keeps the extra charge and its payment status alongside the reservation in WanderOS, rather than managing a separate payment request.
It's designed for post-booking extras and does not replace your full invoicing or accounting workflow.
What if the guest disputes the charge or says they already paid?
What if the guest disputes the charge or says they already paid?
Check the payment outcome before asking the guest to pay again. If the payment is unclear or disputed, have it reviewed before creating another charge or issuing a refund.
Need help? We're here for you.
Your support team is standing by to answer any questions. Simply email [email protected].