A guest payment failed or stopped halfway
A guest order is not lost when the payment fails. Here is what the guest sees on their phone, and what your team can do at the counter.
Steps
- 1
The order is saved, not lost
An order whose payment never completed stays open and unpaid. Nothing is cancelled and nothing is charged twice, so the guest can pick the payment up again from the same phone.
- 2
Point them at the banner on your venue page
When the guest opens your venue page again, an amber banner appears above the menus: Your payment is not finished, with the order number. Continue payment takes them back to the payment screen. Ignore only hides the banner on that phone and does not cancel the order.
- 3
Or through the Your orders list
If more than one payment is unfinished, the banner reads You have 2 unfinished payments and offers View your orders. The Your orders page lists every order from that phone as Paid, Not paid or Cancelled, with a Continue payment button on the ones still to pay.
- 4
If the payment code has gone stale
On the payment screen, Complete Payment reopens the same payment. If the code is no longer valid, EnakApp offers Regenerate Payment Code, which issues a fresh code for the same order. Try Again sends the guest back to the payment choice.
- 5
Or take the money at the counter
If the guest would rather pay you directly, take it at the counter. The order is still open and unpaid, so open Cashier in EnakPOS, search for the guest name or table number, tap Proceed to Payment and settle it like any other bill.
A guest’s order list is kept only on the phone that placed the order, not in an account. It does not follow them to another phone and your team cannot look it up for them. To check which online payments never settled, open Orders in EnakVP and set the Payment filter to Payment Gateway.
Good to know
A little more depth, so your team understands why, not just which button.
Why the order list lives on one phone only
EnakApp opens in the browser and guests never create an account. Order numbers are kept in that phone’s own browser storage. That is why the Your orders page is empty on a second phone, and why it empties when the guest clears their browser data.
Ignore cancels nothing
Ignore only removes the order from the list on that phone. The order itself is unchanged in EnakPOS and EnakVP, so an unpaid bill is still a bill for you to collect.
Regenerate Payment Code or Try Again?
Regenerate Payment Code keeps the same order and only issues a fresh payment for it, so the items and the total do not change. Try Again sends the guest back to the payment choice, which suits a guest who wants to use a different method.
When the guest never sees an online payment option
If a guest only sees Pay at Register, online payment is not enabled for your venue yet. Message us and we will set it up.
Still stuck?
Our support team helps 24/7 on WhatsApp, remotely or at your venue.