Payment Troubleshooting
Solutions for common payment processing issues.
Declined Cards
| Decline Reason | What to Do |
|---|---|
| Insufficient funds | Ask guest for a different card or split the payment |
| Card expired | Request another card |
| Incorrect PIN | Re-enter; after 3 failures try signature mode |
| Chip read error | Try tap, then swipe as last resort |
| Do not honor | Guest must call their issuing bank |
| Network timeout | Wait 30 seconds and retry; check terminal connection |
If all cards fail: verify terminal connection, restart terminal, try a different POS station, or record the amount for manual collection (manager approval required).
Stuck Transactions
If a transaction shows "Processing" but never completes:
- Wait 60 seconds -- it may still be processing
- Do not retry -- this can cause a double charge
- Check status under Manager > Transactions > Pending
- If pending, click Void Pending and retry
- If approved but POS did not update, click Force Complete
Never retry a payment without confirming the original was not charged.
Refund Issues
| Problem | Solution |
|---|---|
| Refund button greyed out | Log in with manager credentials (required) |
| "Original transaction not found" | Settled in prior batch; use Manual Refund |
| Guest says refund not received | Takes 3-5 business days; provide reference number |
| Refund declined by processor | Card may be closed; issue cash refund or store credit |
Tip Adjustment Problems
Adjust tips before the nightly batch close under Manager > Transactions > Open Tips. If the batch has closed, a manager must process a separate tip charge. The default tip cap is 50% of subtotal (manager override available).
End-of-Day Reconciliation Errors
| Discrepancy | Likely Cause | Resolution |
|---|---|---|
| POS total higher than batch | Stuck or voided transactions | Void stuck items under Pending |
| Batch higher than POS | Double charge from retry | Refund the duplicate |
| Cash drawer short/over | Incorrect change or missed drop | Review cash transaction log |
Run reconciliation via Manager > End of Day > Reconcile. Call 1-800-RR-HELP1 if transactions fail system-wide or a batch will not close.
Related Guides
- Hardware Troubleshooting - Terminal and device issues
- Offline Mode - Payments during internet outage