Common Troubleshooting: Arrive Parking

Q: My images aren’t showing as expected, how do I fix this?

A: Depending on the image at issue there are several resolutions:

• The first image uploaded in admin will be shown on the product card and when the guest first navigates to the PDP.

• The second image uploaded needs to be tagged with the Title “Parking Map” and this will trigger the image to show in the parking map area of the PDP.

• Lot images are configured in Arrive Parking. To modify these make changes in Arrive Parking.

Q: Can refunds be managed through Aspenware Commerce?

A: For resorts using Square as the payment gateway, Arrive allows cancellations and refunds up to 1 hour before the lot opens on the day of the reservation. Refunds that are initiated within Arrive’s ParkWhiz app are routed to Aspenware Commerce, where Unity triggers the refund to Square and returns the result to Arrive for display on the ParkWhiz app. Customers are emailed from the Aspenware Commerce store when the refund request is complete. For other payment gateways, refunds can only be managed by contacting Arrive Parking directly.

Q: When is the latest opportunity a guest can trigger a refund?

A: The guest can submit a refund through Arrive Parking’s email, Arrive Parking’s website, or Arrive Parking's app up to one hour prior to lot opening.

Q: Can I issue a guest a refund after their reservation has expired?

A: Resort guest services teams at resorts cannot perform this action. Guests or resort staff will need to contact Arrive Parking directly to request this.

Q: Why do guests receive two emails for their parking reservation?

A: Guests will receive a minimum of two emails, one from Aspenware for the order confirmation and one email from Arrive Parking for every parking reservation made in the order. The Arrive Parking email is controlled within Arrive Parking’s platform.

Q: Why do the RTP|One orders that correspond to Arrive parking purchases show a blank line?

A: Aspenware Commerce will generate an order# in RTP|One but currently any Arrive Parking product(s) will show as a blank line item in the order. Therefore resort’s guest services teams will not be able to see or manage Arrive Parking orders within RTP|One and will need to reference Arrive Parking for managing parking reservations.

Q: The inventory isn’t loading on the PDP or is showing a limited parking display. What could be the problem?

A: Inventory is managed by Arrive and Hoorooh. The PDP parking availability inventory is based on a redis cache from Hoorooh in order to reduce the number of hits to Arrive’s database for inventory updates. If inventory isn’t loading correctly on the PDP and you have confirmed that Arrive has published inventory, then Hoorooh needs to sync with Arrive. Contact your Hoorooh Representative for assistance.

Q: Why isn’t the Arrive parking product included in the order total when I look at the order in my POS?

A: The integration of Arrive Parking requires some adjustments to the reconciliation process. For example, say a customer has a transaction valued at $100 which is reported in the credit card gateway report. The transaction comprises $85 worth of lift tickets and $15 worth of parking. The POS is only going to report the $85 in their sales report, and Arrive Parking's reports will only show $15.

Q: The order failed and the customer received two order emails and one refund email. Why is that?

A: If something fails for guests on the confirm step when they have an Arrive product in the order, and they go back to payment to fix it, the guest may receive an order confirm and then a refund email from Arrive for the parking reservation that was placed when they clicked continue on the payment step and then a refund with the order failed. The guest will receive a second order confirmation email with their actual parking once the order goes through succesfully.