Understanding Unsuccessful Card Payments on AirPOS Pay

AirPOS Support -

When processing a card payment through the AirPOS system, there may be instances where the transaction appears as unsuccessful. This can sometimes cause confusion for both customers and staff, especially when the payment seems to be deducted from the customer’s bank account. Here’s what you need to know about these situations and how to address customer concerns effectively.

Why Does a Payment Show as Pending but Not Successful?

If a payment attempt is unsuccessful on the POS, the funds will not be taken from the customer’s account. However, in some cases, the transaction may still appear as a pending charge in the customer’s bank account. This happens because:

  1. The Payment Request Reached the Bank – When a transaction is initiated, a request is sent to the bank to approve the charge.
  2. Loss of Internet Connection – If the internet connection drops before the transaction is completed, the sale cannot be finalized.
  3. No Money Is Deducted – Because the sale did not complete, the bank will not process the payment, and the funds remain in the customer’s account.

What Should Customers Do About Pending Transactions?

If a customer notices a pending transaction on their bank statement after an unsuccessful sale, reassure them that the funds have not been taken. The bank will typically release the pending charge within a few business days. This timeframe can vary depending on the customer’s bank policies.

How to Confirm if a Payment Was Successful

To verify whether a payment was processed successfully, you can check:

  • Recent Sales on Your Backoffice – Log into your Backoffice system and review the transaction history.
  • Stripe Express Dashboard – If you use AirPOS Pay, you can check all sales by navigating to your Stripe Express dashboard.

Best Practices for Preventing Payment Issues

To reduce the chances of incomplete transactions, consider the following tips:

  • Ensure the AirPOS system has a stable internet connection.
  • Advise customers to check their bank statement for final confirmation of charges.

By understanding how unsuccessful card payments work, you can provide clarity and reassurance to customers, improving their experience with your business.



How do I contact AirPOS Support?

You can reach our support chat by clicking on the small blue box located in the bottom left corner of your screen.

Alternatively, you can email us at Support@airpos.co.uk