A card payment was cancelled, declined or left uncertain

Establish what happened

1. Stay on the original invoice and read the payment attempt’s status and reference.
2. Check the reader and the processor record for the same invoice and amount. A timeout alone does not tell you whether the customer was charged.
3. Use the available status or reconciliation controls to confirm the existing attempt.
4. Send another request only after the original attempt is confirmed safe to retry and the invoice permits it.

When to contact support

Keep the invoice number, selected store, approximate time, displayed status and support reference. Send those details to RepairHQ if the attempt cannot be resolved through the available controls.

Do not enter an offline payment without evidence of an approved transaction. Historical uncertain attempts on other invoices should not be cleared by changing the location’s payment connection.