Check card payments on the Payment issues screen
What the Payment issues screen shows (late, overpaid, voided-order and failed-refund payments) and how to decide between Refund to card and Keep the payment.
On this page
Sometimes card money arrives for an order that no longer needs it: a guest pays at the table while a colleague closes the bill on the POS, or a refund bounces back. Verimly never refunds these by itself, because the money really moved. It books the payment and puts it on the Payment issues screen for a manager to decide.
Before you start
- You need the Refunds permission. Your role's refund limit applies to refunds made here.
- Payment issues appears in the sidebar under Orders only while there is something to check.
- You are told in several places: a callout on Today and on Settings › Card payments, the notification bell, and a red notice on the POS for staff with the Refunds permission.
What you see
Go to Orders › Payment issues. To check lists open issues; Checked lists the ones already decided. Each row shows the Order, Why, the Card, the Amount (with any tip) and when it was Paid.
| Why | What happened | Usual decision |
|---|---|---|
| Paid after the order was closed | The card payment went through after the order had already been paid in full. | The guest paid twice: Refund to card. |
| Paid more than was due | The order received more than its total. | Refund the extra, unless the guest meant it as a tip or deposit. |
| Paid on a voided order | The order was voided, but the card was still charged. | Refund to card, unless you re-rang the sale and this payment covers it. |
| Refund to the card failed | A refund of this payment failed at the bank: the payment is back on the order and nothing went back to the card. | Contact the guest, then refund again or settle another way. |
Refund the payment to the card
- Open the issue.
- Select Refund to card. The dialog asks Refund {amount} to the card?
- Enter a Reason, for example "Guest paid twice".
- Confirm. The screen says "{amount} is on its way back to the card."
The whole payment, tip included, goes back to the card. The order itself stays as it is, and the issue moves to Checked marked Refunded. The money usually reaches the guest in 5–10 business days. The €0.05 Verimly fee of the payment is not refunded.
Keep the payment
Use this when the money belongs to you, for example a guest who paid an open bill twice on purpose, or a voided order you re-rang and that this payment pays for.
- Open the issue and select Keep the payment.
- Add a Note that explains why.
- Confirm. The issue moves to Checked. Nothing is refunded.
When a refund to the card fails
A card refund can fail after it was booked, for example because the card expired or was cancelled, was reported lost or stolen, or the guest's bank declined it. Verimly then puts the payment back on the order and adds it here as Refund to the card failed, with the reason.
- If the card no longer exists, agree with the guest how to pay them back, for example in cash, and select Keep the payment with a note saying how you settled it.
- If the cause was temporary, select Refund to card to try again.
How it shows up afterwards
- A refunded payment leaves the order's totals and shows as refunded under Payments.
- Checked shows when each issue was decided.
- A kept payment stays in your balance and is paid out as usual.
Common questions
Why didn't Verimly block the second payment?
It does block it while both payments run through Verimly: only one card payment can run on an order at a time. These issues happen when two channels meet, such as a guest paying by QR while staff take the card on the POS, or when a reader approves a payment after the order was settled another way.
Can I refund only part of it?
Not from this screen; Refund to card always refunds the whole payment, tip included.
Who else sees these?
The POS shows the notice only to staff with the Refunds permission, so they can tell a manager. See also A payment seems stuck.