incomplete card transaction

[sarahm986]

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

[au79teahouse]

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.

[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!

[au79teahouse]

Thank you Rob.