Check a failed or uncertain payment

Use the affected order in the Staff app. A failed connection and a declined payment require different responses.

A card was declined

Read the reason shown by the reader or payment screen.
Check the order's paid amount and remaining balance.
Ask the guest to use a different supported method or resolve the decline with their card provider. Do not keep retrying the same declined payment without checking the reason.
Verify the payment result and updated balance before closing the order.

The reader disconnected, timed out, or showed no final result

Keep the order open and tell the shift leader that the payment outcome is uncertain.
Check the order's payments and order/payment history. Restore the connection and refresh if the device cannot load the result.
Check the processor's authorised records with a manager when TablePort and the reader disagree.
Take another payment only after establishing that the original attempt did not complete and confirming the outstanding amount.

A guest's bank notification alone does not establish how the transaction is recorded in TablePort. Do not create a duplicate charge or mark money received just to clear the screen.

A saved payment needs recovery

Open Settings → Sync status on the original device and review the affected order/payment, amount, time, and provider reference. Keep it signed in while the outcome is unresolved.

For an uncertain Zettle attempt, Verify checks the saved reference with Zettle when offered. Inspect the returned result and the order's payments. If verification cannot establish the outcome, have the manager check authorised Zettle records before using Resolve. Resolution after review clears the retry obligation; it does not collect or refund money or prove the bill paid.

A captured payment waiting to be recorded differs from an unconfirmed attempt. Use only the recovery action shown for that record. Support required, Order recovery required, or Present gift card again needs its specified recovery first; do not replace the payment with a cash entry or another charge. An uncertain refund also needs provider review before another refund.

If the screen says Payments and order reviewed?, verify both before Resolve after review. The confirmation explains that it stops retries and keeps an audit record without moving money or resending the action. Keep the record protected and contact support when the evidence is incomplete.

A captured Zettle payment has no recoverable order

Use the original device's Sync status and the recovery action offered for that protected payment. This is a manager investigation, not a way to take a new payment. Keep the original capture reference and verify the actual sale.

If Match Zettle payment asks you to choose an existing order, search and compare its items, total, time, and location first. Record payment attaches the existing captured money to the reviewed order; it is not a new charge. Check the order and recovery result afterwards. If no order matches, leave the payment protected and follow the offered restoration or support path.

When Restore Zettle payment is offered, TablePort checks the configured provider account before showing the reconstruction. An already-recorded result uses the existing order. A verification, refund, allocation, tax, or identity warning can stop recovery without creating an order; do not bypass that warning by taking payment again or entering cash.

Review the verified captured amount and Verified tip separately.
Check Reconstructed items against the original sale. Adjust quantities only from reliable sale evidence. Search original items is limited to eligible counter items; a missing item or required option needs support, not an invented replacement.
Compare Items total with Required before tip. Resolve an amount remaining or an amount over from the original evidence, rather than adding unrelated items just to balance it. Review the Accounting terminal when more than one eligible terminal is offered.
Confirm the original items and exact captured total only when you have checked them. Then Create completed order creates an accounting order around that existing payment, without charging again.
Reopen the returned order and inspect its payment, items, tip, receipt, and daily assignment. The flow creates a receipt but does not send preparation tickets or record stock movements. Verify receipt delivery separately; reconstructing the accounting record does not prove kitchen work happened.

If the trading day or counter terminal is unavailable, use the restaurant's normal authorised setup/opening process or ask support. Do not change the working day simply to remove a recovery warning. If verification changes or a save result is uncertain, check the existing order and protected payment before trying again. Keep the original device signed in until the result is resolved.

Only part of the bill is paid

Compare the successful payments with the remaining balance. Collect only that balance using the restaurant's supported split or partial-payment flow. Do not repeat the full bill amount.

The wrong method or amount was recorded

Ask the shift leader to investigate the order and payment record. Use the supported correction or refund flow for that payment method. A cash movement or a discount is not a general substitute for correcting a card payment.

When to contact support

Escalate an unresolved or duplicated payment with the order reference, time, method, amount, device, and exact error. Use an authorised channel for payment references. Never include full card numbers, card security codes, credentials, or guest contact details in a public screenshot.

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