Incomplete/Uncaptured Credit Card Payments

[mstewart]

Hi, there-- wondering if anyone has had issues with the odd credit card transaction remaining incomplete after swiping/tapping/dipping a customer card. It happens intermittently and I can't figure out what the common thread is between the transactions this problem occurs on. In these instances when I swipe/tap/dip a customer's card, no error or card-declined message appears to indicate there's a problem, and the customer is able to sign their e-receipt as if the card was processed properly. However, if I navigate to "All Orders", I find that the ticket is still open, and no payment method or credit card number is captured. Again, it's not happening on the majority of credit card transactions, so I'm stumped why it happens a handful of times per month.

It seems very similar to the issue discussed in this thread, though it's unclear what resolution was reached in this other Toast user's case: incomplete card transaction - Toast Community - 1424

[Kirsten_H]

What does the transaction look like in the back end?  

When this happens, does it happen on the same device?  in the same area of your restaurant? same employee?  Maybe it's occurring in an area of questionable connectivity, where it looks like the transaction is processing normally on the device, but it's actually occurring in an offline mode?

Call Toast Support and have them troubleshoot the device that the incomplete payment is on/was made on.  

[Sdaniel]

Hi!

Yes, we have had similar issues recently! The answer I've been given is that its most likely due to the customer's bank. One agent did mention to ensure your payment terminal isn't connected to wi-fi and only connected to ethernet. If connected to both, that can cause a disruption. 

[rcmck]

Does it seem like it happens on a specific device every time? If so is it a handheld or regular tablet? Wifi or hard wired?