Sometimes when processing a sale in Timely using the TimelyPay terminal, you may receive the following error:
Unfortunately, there can be an issue where payment has been taken with the terminal but for some reason (usually a network issue) our payment provider, Stripe, hasn’t been able to tell Timely that it was successful. This means that no invoice is created for the sale with that payment.
We understand how important reliability in payments is, so our team are actively working on a solution to ensure that this doesn’t happen in future irrespective of any connection issues.
In the meantime, start by checking whether the transaction was successful by navigating to your TimelyPay transaction history either by selecting the Transaction history button in the error message or at the bottom of the TimelyPay page under Setup. If the transaction was successful, you'll see it in the report but with a little i and no invoice like in the image below:
From here, the best way to resolve this is by going back and completing the sale in Timely but marking it as paid by Credit card as the payment method as below:
During your end-of-day cash-up, you will find that the balances are slightly out because of this extra sale. The balance in the TimelyPay section pulls through directly from our payment provider Stripe meaning the daily total will effectively include the payment amount twice (even though payment has actually only been taken once through TimelyPay - Terminal). You will need to balance out the amount that was marked as paid with ‘Credit card’ and add a cash-up note to explain the situation and why the daily total is over by the value of that payment.
If you're ever in doubt as to whether a payment has successfully gone through the best way to check is by looking at the TimelyPay transaction history. The TimelyPay transaction history report shows all TimelyPay payments and whether they were made with the terminal or online. This report comes directly from our payment provider, Stripe, so is the most accurate report of any TimelyPay transactions.