It can happen that a customer shows you a payment confirmation on their phone, but the table remains open on your POS. Here’s the procedure to quickly diagnose and resolve the situation.
Step 1: Check the Payment Status in sunday
The first thing to do is to check if the payment was successfully processed on our end. You have two options to do this:
Via your app Sunday For Staff: Go to the Activity tab and select the relevant table to see the payment details.
Via the Sunday Dashboard: Go to the Operations > Payments tab and find the payment in question.
Step 2: Interpret the Status and Take Action
Once you have found the payment, check its notification status to know what to do next.
Case 1: The status is "Notified"
What it means: This means sunday successfully sent the payment information to your POS, and your POS confirmed that it was received.
What to do:
Check that your POS software is properly connected to the internet.
If the issue persists, the problem is likely with the POS itself. Contact our support team via the pink chat bubble on your dashboard for further investigation.
Case 2: The status is "Not Notified"
What it means: This means we were unable to communicate the payment to your POS. You can click the 'i' icon next to the status to see the reason for the failure (e.g., connection error).
What to do (THE SOLUTION): Check the overall payment status. If it is marked as "Successful," it means the money has been collected. You must then manually record this payment on your POS, using "sunday" as the payment method. This will ensure the table is closed correctly.