Description: This guide outlines the different order and payment states associated with card transactions on the Point of Sale (POS) and kiosk systems. Use this reference to understand expected behaviors, troubleshooting paths, and reporting guidelines.
POS & Kiosk Card Transaction Order States
| Behavior | Order State | Payment State | About | Next Steps |
|---|---|---|---|---|
| When the card reader is activated to accept a card | Submitted | Authorized | An order will remain in this state if there is an interruption during the payment process prior to capturing payment details. This is most commonly due to a device reboot. | A report of Submitted orders by Device ID can be viewed in the DataNow Devices report. Orders in this state should be omitted from reports for reconciliation purposes. If the payment on an order in a Submitted state did get processed, the order will update to Completed or Authorization Failed during an automated batch update at close of business the following morning. If there is a discrepancy in payment totals between the payment processor and DataNow the day following an event, please contact venuesupport@shift4.com for further investigation. |
| When the card reader returns an error OR when the user taps the Back button after activating the card reader | Authorization Failed | Void Attempted | The card reader error message presents the user with the option to Retry or Cancel. |
Tap Retry – User is prompted to re-enter their credit card. Order will update to the next state if successful. Note: The order number in Canopy will show the original order number, while the order number on the POS and the invoice number will be incremented by one (e.g., Canopy: 100001; POS/Invoice: 100002). Tap Cancel – User is returned to the previous screen. The current order remains in Submission Failed, and a new order is created once the card reader is reactivated. Orders in this state should be omitted from reports for reconciliation purposes. The guest’s card has not been charged. |
| When the card reader is online and returns success for charging the card | Completed, Processing, or Bumped | Settled | This reflects whatever is configured as the “Skip POS Submission” state. | — |
| When the card reader is offline and saves the card details for the transaction | Approved Offline | Approved Offline | Transactions in this state are stored on the card reader and need to be synced to the payment processor. Syncing should always occur on a reliable network connection. The sync happens automatically after a device is idle for 30 minutes while online, or manually by tapping Sync at the bottom of the device summary report screen. | If a transaction syncs successfully, it updates to Completed. If declined, it updates to Authorization Failed. If unsuccessful, it remains in Approved Offline. A report of Approved Offline orders by Device ID can be viewed in the DataNow Devices report. Operators are encouraged to set up a daily email to monitor these orders. A sync should be performed on a reliable network connection. If an order remains in Approved Offline after syncing and the payment was uploaded, it will update to Completed or Authorization Failed during an automated batch update the following morning. |
| When an offline card transaction syncs successfully | Completed | Settled | Regardless of the configured “Skip POS Submission” state. | — |
| When an offline card transaction is declined on sync | Authorization Failed | Voided | — | — |
| When a portion of the order is refunded | Partially Refunded | Refunded | Only settled transactions can be partially refunded. | — |
| When the full order is refunded | Refunded | Refunded | Only settled transactions can be refunded. | — |
| When an attempted refund fails | Refund Failed | Settled | Typically caused by a misconfiguration, such as mismatched tokens between the menu and card reader. | Please contact venuesupport@shift4.com for investigation. |
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