Use these steps if the POS and payment terminal do not show the same transaction result.
What to Do
- Stop any additional attempts for the same order.
- Record the order or request ID.
- Record the transaction amount and approximate time.
- Record the terminal transaction number when available.
- Compare the status shown on the POS, terminal, and available payment records.
- Look for a final status such as Approved, Declined, Pending, Voided, or Missing.
If the Payment Shows Approved
Do not rerun the card. The order should be reconciled using the merchant's approved recovery process.
If the Status Is Still Unknown
Stop and contact Support before retrying, voiding, or refunding the transaction.
Contact Support If
- The payment is approved on one system but not the other.
- No reliable transaction status can be found.
- The transaction has already been retried multiple times.
- It is unclear whether a void or refund should be performed.
Important: An unknown transaction result does not mean the payment was declined. Do not blindly resend the payment, as this can result in a duplicate charge.