Payment accepted in Square but not in Vend


Latest update: - Nathan Payne

Problem

A payment was approved on a payment terminal, but the sale is still awaiting payment on the Sell Screen on Vend. 

Setup

  • Vend for Mac or PC
  • Vend on iPad
  • Integrated payment terminal

Cause

Payment terminal fails to send approval back to Vend.

In some situations, you may run a sale through your payment terminal which is accepted, but Vend does not receive the confirmation. This usually occurs because of poor WI-FI speeds or the connectivity between your terminal and your Mac, PC or iPad.

Solution

  1. Contact your payment provider to confirm if the customer was charged or not
  2. If the customer was charged, click Park on the Sell Screen
  3. Click Sales Ledger 
  4. Find the parked sale 
  5. Click on the sale to expand it
  6. Click Apply payment/refund on the sale 
  7. Select the payment type from the 'Payment type' drop-down
  8. Enter the amount paid into the 'Amount' field 
  9. Select the register from the 'Register' drop-down
  10. Select the payment date from the 'Payment date' drop-down
  11. Select the payment time from the 'Payment time' drop-down
  12. Click Save

Additional Information

  • These steps will record the payment in Vend, but this will not charge the customer. Your payment provider will be able to confirm if the charge was approved or not
  • How to manually apply a payment to a sale
  • If this issue is persistent contact your terminal providers support team or reach out to Vend support