When you process a payment with your Vantiv Integrated payment type, the sale amount will be sent over to your Vantiv payment terminal and Vend will wait for confirmation of the payment. Once Vantiv has accepted the payment, a confirmation will be sent back to Vend.
If Vend does not receive the correct confirmation information from the terminal within 2-minute window, it will default back to the Pay screen on Vend, which may seem like the payment has not been processed.
However, the payment may have been received on the Vantiv side, but the command to update Vend timed out. Re-attempting to process the payment in this situation may result in a double charge for the customer.
Tip: The golden rule in situations like this is that the payment terminal should always be the source of truth as to whether the payment was received or not (not Vend). Therefore, in this case, it would be your Vantiv terminal.
This issue is typically caused by network issues, either with the local area network (LAN) or the actual internet connection. Below are some things you can try to diagnose the connection:
1. First, you can run a speed test to check the strength of your internet connection.
2. If the speeds look good, then it could be an issue on the local network.
If the terminal is connected by an Ethernet cable, you can try plugging the terminal directly into your router to see if that improves at all. This will bypass any internal network switches or ports.
3. If the terminals are connected to the router, and the issue remains, then we would suggest reaching out to your Internet Service Provider so they can inspect your internet connection and diagnose this further.
If you continue to experience difficulties with your Vantiv Payments, contact our Support Team who will be able to help you further.