Troubleshooting Pricing Issues for API’s
Last updated: February 1, 2021
Once you have screenshots of the Customer Type/Item pricing from the API partner’s page follow these steps:
- Check the affiliate page for which price sheets are assigned to the API partner.
Navigate to the price sheet overview and open the sheets assigned to this API partner. Check that the prices are correct based on the information provided by the tour operator.
- If everything looks correct, make a test booking in the date range provided and tag that partner. You don’t have to complete the booking, but see if there are custom fields adding onto the total price (remember some API’s can pull Custom Fields and some can’t). Make sure the availability in question is bookable online.
If everything appears to be correct, double-check the availabilities, that nothing has been changed on the avail updater. It is not common practice, but it happens that clients will change prices on the availability updater.
- Check a bookings source report – were bookings coming in correctly and aren’t now?
- Click into the bookings: Was a sheet changed on the booking after it was booked? Was the sheet changed on the affiliate recently?
- Look at the history of the price sheet. Were changes made between the time the screenshots were sent, or bookings were made?
AT THIS POINT YOU HAVE EXHAUSTED ALL OPTIONS AND CAN CONFIRM THAT THIS IS AN ISSUE ON THE API PARTNER’S SIDE. If a partner claims that incorrect rates are being displayed through the API and those rates do not match what we have listed in FareHarbor as retail and total (retail + tax) rates, we can confidently say that they are not getting those rates from FareHarbor (and therefore might be manually entering the incorrect rates into their system).
Tiered Pricing Troubleshooting
You can reference the Connectivity Team’s best practice dashboard to view this for training purposes. Please note do not make any changes or updates to this dashboard.
- In the Connectivity Notes section of the admin notes you can see the template for what these notes look like on charter dashboards and there is always a note about API specific customer types.
On this item you can see an example of a tiered pricing setup.
All tiered pricing setups will have pricing set on the base, so they should just read off the percentage set on the invoice sheet.
How to reprice API bookings with tiered pricing
You may receive requests to reprice a booking like the below where because it was booked into the private charter customer type, not the API customer type, there is no rate information.
In order to reprice an API booking into the tiered pricing customer type you must use the “add/remove customer feature”. In the comments section of the booking you should find the number of people in the comments section of the booking. Let’s say this is a booking for 2 people.
- Click Add/Remove customers on the booking
- Deselect the online customer type
- Select the appropriate number of people on the API customer types
- Complete the booking and add payment
- Sometimes after add/remove customers the booking may need payment adjusted or partially refunded.
See walkthrough here.