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Timely has two types of in-house terminals available to help you take payments seamlessly; and create an effortless client experience at checkout. TimelyPay terminals allow you to take instant payments securely, from all major credit and debit card providers; however at times, like with any technology, there may be an error in processing. In this article, you will learn what to do if you see an error when processing a sale on your TimelyPay terminal.
Important Information
Unfortunately, there can be an issue where payment has been taken with your TimelyPay terminal but for some reason (usually a network issue) our payment provider, Stripe, has not 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 does not happen in future irrespective of any connection issues.
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.
Check the transaction history report
Mark as paid by credit card
At end of day close, if your business has cash up enabled, 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 your 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.
Check if a duplicate payment has been taken
In some cases you may not see that an error occurred and inadvertently process another identical terminal payment. This will mean that your client has been charged twice. The first payment will not be linked to the sale and there will be no invoice, but there is an additional transaction for the same amount that has been successfully completed and linked to an invoice. To avoid a dispute, you will want to handle this as soon as possible.
- I am a TimelyPay terminal customer
- I processed a payment by terminal and an error occurred when processing the transaction
- Provide a screenshot of your transaction history report
- Identify that duplicate payments were taken and you have resolved one payment
- Request that they help you refund the remaining transaction