BEST POS - Payment incidents declines timeouts recovery

Payment Incidents: Card Declines, Timeouts and Recovery in BEST POS

Summary

This article covers common payment incidents at checkout (card declines, timeouts, pending/unknown status, duplicates) and how to diagnose, secure the sale, recover or void the operation properly, then retry payment. It explains terminal voids, POS–terminal synchronization, and audit steps.

Step-by-step Instructions

1) Identify the incident type

  • Card declined: error code on terminal; no funds captured.
  • Timeout: POS did not receive the terminal response in time (unstable network).
  • Approved on terminal, unknown in POS: authorization exists but BEST POS did not record success.
  • Potential double charge: payment inadvertently launched twice.

2) Common safety steps

  1. Record time, amount, and the last terminal code.
  2. Prevent double insert/swipe until status is clarified.
  3. Keep the terminal log (receipt, auth number, outcome).

3) Case A — Declined card

  1. Inform the customer about the decline; no invoice is issued.
  2. Offer an alternative tender (different card, cash, bank transfer).
  3. Log the decline code on the sale (internal note).

4) Case B — Timeout after sending

  1. Check the terminal: did it print/show Approved with an authorization number?
  2. If Approved on terminal but Unknown in POS:
    • Use Recover payment (if available) to attach the authorization to the sale.
    • If not available, enter a manual payment line with the authorization reference (store procedure).
  3. If the terminal shows no approval: void/cancel the attempt in BEST POS and retry.
  4. Stabilize the network (cable, Wi-Fi, terminal IP) before retrying.

5) Case C — Authorization exists but POS not synchronized

  • Run Attach / Import last authorization (if supported) to link the transaction.
  • Otherwise, perform a terminal void to cancel the authorization, then re-run payment from BEST POS.
  • Avoid forcing a second capture before clarifying the first one.

6) Case D — Potential double capture

  • Compare the terminal batch/log and POS history: same amount and time?
  • If duplicate confirmed, void one operation on the terminal and correct POS payments accordingly.
  • Provide the customer with void evidence.

7) Cleanly retry the payment

  1. After resolution (recovery or void), go back to the tender screen.
  2. Retry the payment, confirming amount and tender type.
  3. Confirm success status in BEST POS and print/email the receipt.

Fixes and FAQs

  • Terminal offline: reboot, verify IP/port, network cable, and gateway.
  • POS cannot reach terminal: check firewall and required ports for your integration.
  • Recovery not possible: perform a terminal void then retry from BEST POS.
  • Customer claims charge without receipt: search by authorization number and date; provide receipt (success) or void proof (cancellation).
  • End-of-day variances: compare terminal batch and POS totals; reconcile documented manual payments.



    • Popular Articles

    • Sell by Department in BEST POS (Retail)

      Summary This article explains how to record a sale by department in BEST POS, with or without a scale, while respecting HALO limits. It includes useful checks (subtotal, tender) and quick recovery actions if a keying error occurs. No screenshots are ...

    • Sell by PLU (direct, manual, barcode) in BEST POS (Retail)

      Summary This article explains three ways to ring sales by PLU in BEST POS: via the PLU key (direct), by manually keying the code, and using a barcode scanner. It also covers repeating the last item and handling weight-based PLUs (scale). No ...

    • Price Levels (P1–P4) and Price Override in BEST POS (Retail)

      Summary This guide shows how to sell using price levels P1–P4 (forced price) and how to override the item price at the point of sale. It also covers quick price maintenance for price #1–#4 at the register, with access and compliance notes. ...

    • Apply a discount (closed / open) in BEST POS (retail)

      Summary This article explains how to give a discount in BEST POS: closed discount (preset value) and open discount (free-entered value, % or $), either on a single line or on the subtotal. It also covers access controls (HALO, manager approval) and ...

    • Subtotal and Customer Display in BEST POS (Retail)

      Summary This article explains how to show the subtotal at any time during a sale without finalizing it, and how to ensure the customer display reflects amounts correctly. Steps cover discounts, taxes and fixes—no screenshots needed; labels and paths ...