For service
Describe the payment result that has actually been verified. If the status is unclear, ask the team to check it before instructing the guest to repeat the payment.
Guide · payment basics
A confirmed payment and a bank payout are different moments.
A guest finishing checkout does not establish when funds reach the merchant’s bank account. Knowing the difference makes everyday payment questions easier to resolve.
Follow the three questions.
What happened at checkout?
The guest receives a result from the payment flow. A successful outcome, an unsuccessful attempt and an unclear or pending result require different next steps.
What does the merchant system show?
The team checks the supported payment record or POS view. That establishes the operating status of the bill and whether any balance or question remains.
When are eligible funds paid out?
Settlement follows the applicable commercial arrangement, schedule and conditions. Bank processing, cut-off times, refunds or other adjustments may be relevant to the particular case.
Ask for the reference that matches the question.
| Question | Useful information | First next step |
|---|---|---|
| Did my restaurant bill get paid? | Venue, approximate time, bill or payment reference and the displayed result. | Ask the venue to check the payment record. |
| The guest and staff views do not appear to agree. | The same bill reference, relevant payment reference and what each view shows. | Follow the agreed merchant support route without assuming success or failure. |
| Why is this amount not in our bank yet? | Settlement period, account context and the relevant payout or reconciliation record. | Check the applicable settlement schedule and finance support route. |
| Where is a refund? | Original payment reference and the approved refund record. | Check the refund process and status with the responsible merchant or provider. |
Use precise language with guests and the team.
For finance
Refer to the agreed settlement schedule and the relevant records. Avoid using checkout speed as a promise about bank-arrival time.
Keep sensitive payment details out of ordinary messages.
A useful support enquiry normally starts with a reference and a description of the problem. Do not send a full card number, security code, password or one-time passcode. Use the appropriate support route for any information that requires controlled handling.
Open the support guide