Payments are randomly voided after they have successfully been completed

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david09n asked Feb 5, '24 parquet76 edited Feb 6, '24

Payments are randomly voided after they have successfully been completed

Our merchants noticed payments are randomly voided after they have successfully been completed.

Our POS initiates payment transactions via Network Pay Display app, everything went fine, i.e. customers dipped cards, signed... and completed successfully as normal. But once in a while, some of those successful transactions were immediately and automatically voided. It's not that customers voided the transactions, neither the POS requested that; it just happened by itself.

And right after those auto voids, if merchants run another transaction, to take the same amount on those same customer cards, everything went fine again.

What could be the root cause and how can we fix those?

secure network pay display

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Answer 1 · 2024-02-05T20:55:50Z

parquet76 answered Feb 5, '24 parquet76 edited Feb 6, '24

You need to read and implement the best practices - https://docs.clover.com/docs/remote-pay-sdk-best-practices. It's highly likely that you aren't getting back a success and the customer is walking away without actually completing the transaction. Then your POS is probably calling break to start the next transaction which voids the payment in progress. In the past this happened a lot with the signature screen. Your POS MUST provide notification to the merchant so that they don't allow the customer to walk away prior to you getting back the success. Also, you need to be VERY careful where/when you call break.

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