A card request can remain pending when the reader, phone terminal, network, or provider response does not return a final result to POS. Protect the guest from a duplicate charge by checking the original request before starting another tender.
Wait for a final payment result
Keep the payment screen open while the reader is processing. POS can show a slow-payment message such as Confirming payment · do not retry. A pending or processing state does not mean the charge failed.
For a registered phone terminal, POS polls the original request while it is pending or processing. If automatic status checks stop or the processing deadline is exceeded, use Check original payment status. Do not immediately take cash or send another card request.
Interpret the result
- Processed represents a captured or settled payment. Do not charge again.
- Authorized (not processed) means funds are authorized but not yet represented as a completed capture.
- Partially paid means a remaining balance still exists.
- Failed or a confirmed decline allows another tender only after the original provider state shows no completed charge.
- Offline queued requires later reconciliation; it is not a guaranteed automatic retry.
- Offline review means the original payment needs manager or provider verification before retry.
- Refund pending or Void pending is not final reversal proof.
Use the order balance and payment history together with the provider transaction reference. A screen error alone is not proof that no charge occurred.
Cancel safely
Cancel an active card collection only through the visible reader or phone-terminal cancellation action. If POS confirms Card collection was cancelled, the same order can be retried. If the reader does not confirm cancellation or the phone terminal already accepted the request, check the original payment status before retrying or taking cash.
Closing the dialog, losing network, or letting polling stop does not cancel a provider transaction.
Resolve the payment review queue
Authorized managers can review Payment exceptions requiring review in Hardware → Payment. Each exception shows the order, amount, PaymentIntent reference when available, and recorded error.
Verify the original PaymentIntent, reader, or processor dashboard, then choose exactly one resolution:
- No charge—allow retry only after provider evidence confirms no charge completed. Enter the required verification note.
- Payment already recorded when ledger and provider evidence confirm the payment already exists. Enter the required verification note.
These actions create an auditable resolution. Do not unlock a retry from customer recollection alone, and never paste full card data into the note.
Escalate with usable evidence
Record the store, order ID, amount, time, reader or phone terminal, displayed state, provider reference, and the result of Check original payment status. Exclude full card numbers, authentication secrets, and TV or device keys.