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How to deal with not processed payments in POSweb?

Updated

Introduction

This article describes how to deal with the Not processed payments (unprocessed) feature if the payment is not processed correctly. If you are unable to confirm or cancel a POS payment, this guide will help you troubleshoot and resolve the issue effectively. It is signaled by the Payments button with a red background and an exclamation mark.  Not processed transactions are generally caused by one of two things; either the integrated eftpos machine loses connection before,during or after completion of a sale, or POSWeb freezes.

  • This article shows the instruction of how to deal with unprocessed payments in POSweb.
  • This article will be helpful to the Front Desk Staff and Club Manager. 

Before you start

Make sure a fiscal printer is connected and works properly. In this article, you will find some fiscal printer types that work with POSweb.

Check POSWeb setup for the transaction terminal depending on how you get your EFTPOS receipts printed (via the EFTPOS terminal or POSWeb).  More information is provided in the troubleshooting section at the end of this article.

Instruction 

Not processed payments are used for re-processing transactions that resulted in an error where the transaction was not taken or the receipt was not printed. You can get there by clicking the Payments button.

There are multiple scenarios:

  1. Not processed & unpaid - the transaction went to the eftpos terminal, however, the transaction was not completed successfully.  Our recommendation is to cancel this transaction (you can attempt to process again).
  2. Not processed & paid - the transaction went to the eftpos terminal, and was completed successfully. This transaction can't be canceled, and you need to select Manual Confirm.
  3. Not processed - the system does not know if the transaction was successful or not.  You need to go into your EFTPOS software and find the transaction.  E.g. for clients using Linkly (S icon), search for the transaction under Journals or receipts.  More information can be found here (Choose In-Store Trouble Shooting Guide).

The view allows operations, depending on the above scenario.

Details

  • Show transaction details: items' name, quantity & price.

Manual confirm

  • The system will check if we have information about the receipt being printed. If not, POS will ask you to indicate whether the receipt has been printed or not.
  • If you choose NO, POS will automatically retry printing and complete the transaction processing.
  • If we choose YES, POS will ask for a receipt number and print date.

After filling in the data, click the Add receipt number and process button. The data provided will be saved and the transaction will be processed.

If you have chosen the wrong option by mistake, you can return to the previous screen or click the Print receipt and process button. POS will try to print a receipt and complete the transaction.

Cancel

Canceling the transaction will undo the entire sales process. The transaction will not appear in the user profile or in any sales report and is not considered a fiscal operation.

Hints/Troubleshooting

  • This process needs to be completed at the end of each day on each POS station separately (Do not tick all computers in the club).  This will ensure accurate reporting of sales on each till, when you complete banking administration.
  • If your transaction is still not completed, use this article to check the set up. 

Check POSWeb settings (POS > Configuration):

  • Receipt prints in POSWeb - the configuration under Transaction Terminal needs to have the correct receipt printer selected under 'Defines printer for transaction terminal PCEftPos' and the 'Is using windows printer flag' needs to be ticked
  • Receipt prints on EFTPOS terminal - the configuration under Transaction Terminal needs to have the Microsoft print to PDF (but this is not important) selected under 'Defines printer for transaction terminal PCEftPos' and the 'Is using windows printer flag' needs to be unticked, and you set the printer in your EFTPOS software.  For clients using Linkly (C icon), you need to select/enter 'NPT' where it asks you to list the printer you want to use.
  • Contact the Perfect Gym Support Team directly in case of problems or doubts related to re-processing the transaction.

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