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.

[au79teahouse]

@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!

[Rob]

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