Recover an Interrupted Payment

2.2.8. Recover an Interrupted Payment#

If a payment is interrupted, reopen the checkout and check what has already been paid before continuing. Restarting the app does not undo a payment.

2.2.8.1. Resuming a checkout#

  1. Connect to the same merchant account on the same POS device.

  2. Open History and find the unfinished payment. Check its total, recorded payments and remaining balance.

  3. Press Continue, or Show payment if the Taler order already exists.

  4. Resolve any pending payment result before taking more money, then complete the remaining payment or receipt collection.

Use the same POS device and merchant account: unfinished checkouts are saved on that device for that account.

2.2.8.2. Resolving an uncertain card payment#

If the POS asks you to resolve a pending card payment, it has not received a final result. Do not assume that the customer was not charged.

  1. Note the payment amount, provider and reference shown by the POS.

  2. Check that exact payment in the provider’s transaction records.

  3. If the provider confirms success, select Payment confirmed in provider records. Enter the provider transaction reference and confirm the outcome.

  4. If the provider confirms that the payment failed or was cancelled and cannot settle later, select Provider confirmed no charge and confirm.

  5. Only after resolving the result should you continue with another payment.

A pending transaction or a transaction that you cannot find yet is not proof of failure. Keep the checkout pending until the provider gives a final result.

2.2.8.3. Recovering from a backend connection problem#

If the POS says the order may already exist, restore connectivity and retry the Taler step on the same checkout before changing its payments. This lets the POS recover the existing order instead of creating a second sale.

If Back to payment options fails, keep the checkout and try again once the connection is restored. Check whether the customer has paid before cancelling or taking more money.

2.2.8.4. Cancelling after receiving money#

  1. Inspect the checkout’s recorded payments. Use About this checkout if money has already been taken.

  2. Read the cancellation explanation. If you need to cancel the sale, select Cancel payment anyway.

  3. Return the money: hand back cash and process card refunds through the card provider’s own tools.

  4. In History, use Mark as settled for the cancelled checkout only after the customer’s payments have been settled.

Cancelling does not automatically return cash or refund a card. An unresolved card attempt or uncertain backend order must be resolved before it can be safely discarded.

Use Delete order only for unpaid orders; see Create and Complete Orders. For paid orders, follow Create Refunds.