New procedure for payment mistakes or failures

Heads Up!

Please follow the new procedure for payment mistakes or failures

This article applies if a payment is taken but does not show up on POS.

Step #1. Run a card as usual - this charges the card but it not show in POS (Payment Mistake or Failure)

Step #2. Run the card again - this will reverse the first charge

Step #3. Run the card again - this charges the card (final and only charge)

---

This video starts at Step #2 -  after the initial payment mistake or failure

---

Long Version:

Step #1.

You Run a credit card on an EMV payment reader. 

The payment appears to complete on the EMV reader but nothing happens on the POS. 

Wait for the POS to time out or restart the app.

Step #2.

Login - the POS will automatically display this message: 

Tap Dismiss > Tap Card > Run the same card again, (on any POS)

Message on EMV reader: "Duplicate Transaction", Message on POS: "Please try again"

Pull the card out of the reader when prompted

Step #3.

Tap Card

Run the same card again, (on any POS)

Complete the payment as usual

• Related Articles

• Heartland Restaurant + DoorDash = Your New Integration

  Good News. The days of manually entering DoorDash orders at your POS are over. You can now have your own direct connection to DoorDash delivery services through the Heartland Restaurant integrated app. Seamlessly send orders directly to the kitchen, ...

• Kitchen Display (KDS) Alert Sound for New Orders

  Here is how to turn on a Alert Sound for New Orders: This is a "Per iPad" setting. It has to be repeated separately on every Kitchen Display (KDS)  Open Kitchen Display (KDS) app Tap the three lines on the top right of the Kitchen Display  Scroll ...

• How To Void Items, Tickets, & Payments

  ​

• How To Void or Change a Payment

  ​

• How to Add a New Item (Duplicating)