Fix card payment problems
Find card payments that did not reach their order and decide whether to add the payment or refund the customer.
The Card payment problems list shows card payments that went wrong or never reached their order. Check each one, then fix the order or refund the customer.
Only the POS system has this page. Owners and managers can see it. Staff can't.
Open the list
In Settings, open Card payment problems.
Each row is a card payment that didn't end up on its order as it should. You can filter by date and by Location. The columns are Time, Problem, Amount, Order, Teya transaction, Terminal and Flagged.
If there is nothing to check you see "No card payment problems".
What to do
Read the problem
The Problem label says what went wrong. See the table below.
Look the payment up
Click Copy to copy the order or Teya transaction number. Use it to find the payment in the POS or in Teya.
Check the order first
Before you refund, check the order. The payment may already have been added by hand.
What each problem means
| Problem | What it means and what to do |
|---|---|
| Order closed without this payment | The customer may have paid twice. Check the order and refund the customer if they did. |
| Waiter said: not this order | Find the order this payment belongs to and add it there, or refund it. |
| Order no longer exists | The card was charged but the order is gone. Find where the payment belongs, or refund it. |
| No answer from Teya | Teya never confirmed if this payment went through. Check it in Teya, as money may have been taken. |
| Payment not finished | The payment never finished and was cancelled at Teya. No money should have been taken. |
| Not on its order yet | The card was charged but nothing confirms it reached the order. Tablets on an older POS version never confirm, so check the order first and add the payment only if it is missing. |
| Other problem | Check this payment in Teya and on its order. |
What the cashier sees on the POS tablet
When a payment can't be confirmed, the POS app doesn't show it as failed. It shows one of these messages instead:
- "Retrying — don't leave this screen". Stay on the screen.
- "You're offline — the payment may still be going through on the terminal. Do not re-charge, stay on this screen."
- "Payment succeeded — needs attention". The card was charged but the payment is not on the order.
For the last one, the POS says "The card was charged ... but it could not be added to the order. Do not charge the guest again. You can add it by hand — the receipt and card details will be missing." The cashier can click Add payment and confirm "Add the card payment by hand?".
Only add a payment by hand for a payment the terminal approved. No receipt is stored for it.