What is 3D Secure (3DS) verification and how does it work?
3DS is an added layer of protection for credit card transactions that helps prevent fraud. When enabled, guests must verify their identity during payment—typically by entering a password or a code sent to their phone on their bank’s site. This confirms that the person making the payment is the actual cardholder.
Why is 3DS particularly useful for safety deposits and upsells?
3DS is especially helpful for upsells, extra fees, and most importantly, safety deposits. Safety deposits are usually collected two days before check-in, even though the guest often entered their card information weeks or months earlier.
However, this delay can lead to confusion: guests may assume the deposit has already been taken, and when it's actually charged closer to arrival, their bank prompts a 3DS verification they weren’t expecting.
How can I reduce guest confusion and protect against chargebacks when using 3DS?
To avoid confusion and minimize guest questions, you can automate a message in your Guest Journey. For example, include a trigger in your booking confirmation or pre-check-in experience: when a payment like a safety deposit or upsell requires 3DS, automatically send a message to the guest explaining the process. This helps clarify expectations in advance and also reduces your risk of chargebacks.