incomplete card transaction

[sarahm986]

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

[LHayden]

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.

[Rob]

@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!

[sushc]

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.

[Rob]

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. 

[rcmck]

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.