topic Re: Declined card after Authorization when closing out with Tip in Restaurant Operations

Declined card after Authorization when closing out with Tip

Honree57 — Tue, 19 Nov 2024 15:48:32 GMT

We have had several issues when closing a check when the card comes back as Authorized for the initial amount---then, when they add the tip and the server closes out the check, it comes back as Unauthorized. AND---the customer has left. We get stuck with the entire bill. This has happened six times now. This is unacceptable. How does this happen and how do we prevent it? Thank you!

Re: Declined card after Authorization when closing out with Tip

Rob — Mon, 25 Nov 2024 22:08:17 GMT

Thank you for reaching out to the community! This issue can occur when pre-authorizing a card. Unfortunately, there is no straightforward workaround, unless you either increase the pre-authorization amount or ensure that customers pay before they leave. That way, if their card declines, you can request an alternative form of payment while they are still in the establishment.

The article below provides more information and explains why this situation occurs in greater detail.

Card Pre-Authorization FAQ

Re: Declined card after Authorization when closing out with Tip

Honree57 — Mon, 25 Nov 2024 23:01:54 GMT

Thank you for your response, Rob. Unfortunately, I am not sure if my issue is being addressed. Let me paint this scenario: Four people come in and sit at a table in our dining area. They order food and drinks and have a nice evening. We do not pre-authorize a card once they sit down and before they order food. That is just something that we never do and quite frankly no restaurant does here in my city. So, they’re done and get the bill and the server processes the check with a credit card (which is authorized for the initial amount), brings back the receipt to the patron where the patron will add a tip. At that point when she goes back and adds the tip to the check, then it is declined. It was already authorized for the food and drinks, but not when they added a tip. She goes back to the table and unfortunately, they have already left. How is this our fault? How do we overcome this? We lose the entire bill in this process. This needs to be addressed. It has happened 6 times now. Thank you.

Re: Declined card after Authorization when closing out with Tip

Rob — Mon, 25 Nov 2024 23:13:17 GMT

I apologize for the misunderstanding. You will need to reach out to Toast support and ask the payments department for further troubleshooting. I have not seen a check switch from Authorized to declined before. Do you already have an open support case about this, by chance?

Re: Declined card after Authorization when closing out with Tip

rcmck — Tue, 26 Nov 2024 01:33:20 GMT

I don't see how that would even happen, possible you turned on skip authorization to speed up processing? Make sure you don't have that selected.

Re: Declined card after Authorization when closing out with Tip

Honree57 — Tue, 26 Nov 2024 17:09:52 GMT

Thank you, RCMCK!!! It was actually checked for some reason. I unchecked it and hopeful it will take care of the problem. Thanks again, I was mystified. So relieved!