The On-Premise Payment Abnormal Report displays all irregular payment records over a specified period, including 365pay payments. When a transaction is flagged, a staff member must investigate and validate whether the transaction was successfully processed or if further action is required. 

Abnormal transaction scenarios

The following situations can lead to an abnormal transaction record in the On-Premise Payment Abnormal Report:

Scenario 1: Payment pending due to terminal connectivity issues

When an order is created on the POS but the 365pay terminal fails to receive the payment, a "Payment Connection Error" appears on the POS. The staff member manually chooses the "Mark as Paid" option, indicating that the order's payment went through and has been validated.

In this case, since the staff member chose the "Mark as Paid" option, the system marks the order in the On-Premise Payment Abnormal Report as "Pending." The backend server handles payment-order mapping every hour. During this period, the order remains in "Pending" status.

Resolution

After the mapping is completed, the system updates the report according to the updated tracking:

• The case is categorized as a missing payment: The status changes to "Missing Payment."
  
  • Action needed: Next to the transaction you want to resolve, click on Menu . Then, on the prompt, mark the transaction as Acknowledged.
    Important: You must review the case thoroughly before updating a transaction.
• The system successfully found a matching record of payment: The system will automatically update the order in the next payment-order mapping with the corresponding payment details received from the payment terminal. Then, the pending transaction will disappear from the report.

Scenario 2: Incorrect order creation on the POS

When a staff member creates an order and initiates the payment for that order, and then discards the transaction while the payment has already been processed, the system will detect this unnecessary payment in the On-premise Payment Abnormal Report. 

In this scenario, the order was discarded, but the payment was processed and received by the system. During the system's hourly order-payment mapping, it will sweep the orders within the specified period of the On-premise Payment Abnormal Report, and tag lost payments as "Order Not Found." 

Resolution

Next to the transaction, click on Resolve . Then, on the prompt, choose the appropriate option to resolve the lost order based on whether the purchased items were provided to the customer or not:

• Acknowledged: If you've confirmed that the customer received their purchased items, select Acknowledged to confirm that the payment should be charged to the customer.
• Refund: If the sale was null and no items were purchased and received by the customer, select Refund to trigger the payment terminal to refund the payment amount back to the customer.