topic Re: incomplete card transaction in Back Office & Team

incomplete card transaction

sarahm986 — Sat, 31 Dec 2022 18:50:43 GMT

I had a card process and say incomplete card transaction? do you know why

Re: incomplete card transaction

rcmck — Sat, 31 Dec 2022 19:51:30 GMT

Did it work on the next try? May have just lost connection to payment gateway in the middle of the transaction.

Re: incomplete card transaction

LHayden — Tue, 14 Nov 2023 18:34:13 GMT

have same issue credit card went through, user signed , left and now it comes up as incomplete. Anyone know how to fix without losing credit card information?

Re: incomplete card transaction

adamj — Tue, 14 Nov 2023 19:22:53 GMT

There are several possible reasons

Declined card.

Technical issues: an incomplete card transaction may be caused by a technical issues, the credit card terminal, or the issuing bank's network.

Timeouts: Occasionally, an incomplete card transaction may occur if the system times out before the transaction is fully processed. This could be due to a slow internet connection or a busy network.

Contact Toast POS support. the processor should still have access? the info should still be in the history.

I know its not what you want to hear.....but, we don't take chances with collecting $$

Re: incomplete card transaction

Rob — Tue, 14 Nov 2023 20:16:48 GMT

Here's an article that explains card-declined messaging and the meaning of different codes, I thought this might be helpful to have handy too.

Card declined message reference - - Platform guide

Re: incomplete card transaction

LHayden — Wed, 06 Dec 2023 13:36:58 GMT

Rob - none of the reasons listed on the form show what it means when a customer has paid, signed, and left . Now the credit card transaction says Incomplete . How are we able to change to complete and not lose the credit card information.

Re: incomplete card transaction

Rob — Thu, 11 Jan 2024 02:07:17 GMT

@LHayden, @sarahm986 Whenever you get these transactions, you cannot change them to complete. If you contact our support team, they will be able to assist you further. In the past, we have credited transactions similar to these. If you require any further assistance with these transactions, please feel free to contact me via direct message for more help!

Re: incomplete card transaction

au79teahouse — Sat, 30 Nov 2024 03:53:15 GMT

@rob
Hi Rob,
I hope you had a wonderful Thanksgiving weekend!

We encountered an issue with an "incomplete" credit card payment on Thanksgiving Day. Specifically, a payment was initiated at one of our kiosks but wasn’t fully processed. Unfortunately, we didn’t discover this until the end of the day. Despite the payment not being approved, the customer’s order still went through and was sent to the kitchen.

We’ve already reached out to support, but all three agents we spoke with indicated that there’s currently no way to prevent this from happening. Given the nature of the issue occurred on the kiosk, I was hoping you could escalate this to the engineering team for further review. Ideally, we’d like to ensure that orders cannot proceed to the kitchen unless payment is fully authorized. The case number is 12962763. Date of the order is 11/28/24, and the check number is #42

Let me know if you need any additional details to investigate this further.

Thank you for your help!

Re: incomplete card transaction

Rob — Tue, 03 Dec 2024 16:27:42 GMT

I have sent this to my team to see if anything more can be done!

Re: incomplete card transaction

au79teahouse — Tue, 03 Dec 2024 20:30:31 GMT

Thank you Rob.

Re: incomplete card transaction

sushc — Mon, 03 Mar 2025 00:37:32 GMT

We ran across a similar issue with an "unpaid" credit card transaction on Feb 28th, 2025. The setting "Send order after the check is paid " is enabled on our Toast system and this order was sent to the kitchen without the payment going through which is why we did not discover this immediately. If the payment didn't get authorized or Order is unpaid it shouldn't have been sent to the kitchen. How can this case be sorted out? I reached out to Customer service but wasn't successful. And how can we make sure orders don't get sent to the kitchen unless and until they are authorized and fully paid. Seems like as soon as we hit the Pay button the order is getting sent to the kitchen even before the payment is processed. The date of the order is 2/28/2025 and order # is 20.

Re: incomplete card transaction

Rob — Sat, 08 Mar 2025 01:27:16 GMT

Hey, this is a great question, but without knowing more about your settings, it is hard to answer. What is the last case number you had with support? The ticket this occurred on seems pretty recent so hopefully we can get some more information about what happened. If you have any other examples, grab those as well if you can.

Re: incomplete card transaction

rcmck — Sat, 08 Mar 2025 02:25:30 GMT

If you are using a dining option with a takeout or delivery behavior send after check is paid does not work, make sure you are not using a takeout dinging option.

Re: incomplete card transaction

au79teahouse — Sat, 08 Mar 2025 02:45:32 GMT

We encountered this issue once couple month ago. A customer ordered on kiosk and the payment showed "incomplete" and yet the order still went through even with "Send order after the check is paid " setting turned on. We did not notice it until the end of the day. Talked to a tier 2 support and they agreed that it should not have sent the order if the payment was not completed. So I guess it's a bug that needs to be fixed. As far as what causes a transaction to be "incomplete", my best guest would be an interruption occurred before the pos system get an authorization from the card issuing bank. System still obtains card information but no auth code. So far we have experienced 3 incomplete transactions in the last 3 years.