POS & Kiosk Card Transaction Order States

Amber Lopez

Updated November 02, 2023 17:47

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 get updated 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 help@venuenext.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 (i.e. order number in Canopy will be 100001, but 100002 on the POS; invoice number will be 5555100002) Tap Cancel (or Back button) – User is returned to the previous screen. Current order will remain in Submission Failed and a new order will be created once the user re-activates the card reader	Orders in this state should be omitted from reports for reconciliation purposes. The guest’s card has not been charged for these transactions
When the card reader is *online* and returns success for charging the card	Completed, Processing, or Bumped	Settled	This is 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 will happen automatically after a device is idle for 30 minutes while online. Alternatively, it can be done manually by tapping the “Sync” button at the bottom of the device summary report screen If a transaction syncs successfully, it will update to Completed If a transaction is declined, it will update to Authorization Failed If the sync is unsuccessful, unsynced transactions will remain in Approved Offline	A report of Approved Offline orders by Device ID can be viewed in the DataNow Devices report. It is encouraged for Operators to set up a daily email to monitor Approved Offline Orders. A sync should be performed on a reliable network connection on each device with Approved Offline transactions If an order remains in the Approved Offline state after completing a sync on the device and the offline payment was uploaded to the processor, the order will get updated to Completed or Authorization Failed during an automated batch update at close of business 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 the result of a misconfiguration where the payment configuration on the menu does not match that of the card reader (i.e. mismatched token)	Please contact help@venuenext.com for investigation into the configuration

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