Failed Card Payment and Automatic Void

Failed Card Payment and Automatic Void

When a card payment is declined or aborted at the terminal, the invoice list afterwards shows two entries: the original invoice for the full amount and, directly after it, a void invoice for the same amount with a negative sign. This is not an error but the intended flow. This page explains why the Sales Point books it this way, how the pair affects reports and the Sales Point Closing, and when you need to act yourself.

Why an invoice is created first

For a card payment, the Sales Point creates the invoice before it contacts the terminal:

1. The invoice receives its sequential invoice number and is fiscally signed.

2. Only then does the Sales Point start the payment at the terminal. It passes the invoice number to the card transaction as a reference.

3. The terminal's result (accepted or declined) is then recorded on exactly this invoice.

This order is necessary because the card transaction at the payment provider could otherwise not be matched to any receipt. The reference lets you match every transaction in the merchant portal unambiguously to the invoice in the Sales Point.

At the time of the card payment, the invoice is therefore already part of the fiscal receipt chain — regardless of whether the payment succeeds afterwards.

What happens when a payment fails

If the terminal reports a decline, an abort by the guest or at the terminal, a connection error or a timeout, the Sales Point shows "Card payment aborted!" together with the terminal's error code. In the background, the following happens:

1. The original invoice is saved with the payment status Declined.

2. The Sales Point automatically creates a void invoice. It has its own invoice number, contains all items with a negative amount and is fiscally signed as well.

3. The original invoice is marked as voided.

4. The order is kept: at a table the articles go back onto the table, at the counter and in the kiosk they stay in the cart. You can charge again right away — by card or with another payment method.

Nothing is refunded to the guest's card, because nothing was charged. Neither the invoice nor the void invoice is printed automatically.

Why the invoice is not simply deleted

A signed invoice must not be deleted or changed; the receipt chain has to stay gap-free. The failed payment is therefore reversed by a counter-entry — exactly like a manual void. This has two effects:

• The accounts balance again. Invoice and void cancel each other out; the failed payment adds up to zero turnover.

• The event stays documented. Even later it is traceable that a payment attempt took place, what the amount was and why it failed.

What the pair looks like

Invoice list on the Sales Point (Menu → Invoices):

In this example the guest's card was declined (#1041), the Sales Point voided it automatically (#1042), and the guest then paid in cash (#1043). Tap an invoice to see the link: the original invoice shows "Cancelled by #1042", the void invoice shows "Cancel of #1041". A printed void invoice carries the title "Void Invoice #1042" followed by "for Invoice #1041".

Sales Point Closing and reports: invoice and automatic void are both counted and cancel each other out. Nothing from the example remains on the card payment method; the turnover of €24.50 appears only once — under Cash. Automatic voids of failed card payments do not appear in the Cancelled payment methods section of the Sales Point Closing; that section lists manual voids only.

If the automatic void is missing

In rare cases the automatic void may not happen — for example if the Sales Point was restarted during the payment or the payment screen had been closed in the meantime. The declined invoice then still counts towards the card turnover even though no money was received. If the order was then charged with another payment method, the amount is counted twice.

To recognize this case:

1. Open Menu → Invoices and look for invoices with the status (Declined).

2. Tap the invoice. If the note "Cancelled by #…" is missing and there is no void invoice with the negative amount, it was not voided automatically.

Void this invoice on the Sales Point using the Void variant — see Void an Invoice. The void must be done on the Sales Point because it is fiscally signed.

How this differs from the "Unknown" status

The automatic void only applies when the Sales Point receives a clear response — a decline, an abort or an error message. If no response arrives at all, for example because the Sales Point was closed during the payment, it is not clear whether the card was charged. The Sales Point then does not void automatically; the payment gets the status "Unknown" and has to be checked with the payment provider. The procedure is described in Unknown Payment Status.

Frequently Asked Questions (FAQ)

Is the amount now counted twice?

No, as long as the declined invoice has a void invoice. Both cancel each other out; only the subsequent successful payment counts towards turnover.

Was the guest charged?

No. A declined or aborted card payment does not charge the card, which is why the automatic void does not refund anything either. If the guest is unsure, they can check their card statement — the amount does not appear there.

The card payment method in the Sales Point Closing does not match the terminal closeout. What should I do?

First check whether there are declined invoices without a void (see If the automatic void is missing) or payments with the status "Unknown". Do not simply void a card payment to make the total match — that falsifies the turnover.

What happens with a split payment that includes a card portion?

If the card portion fails, the entire invoice is voided, including a cash portion that was already recorded. Charge the order again in full afterwards.

Related Topics

• Unknown Payment Status

• Void an Invoice

• Close Out and Pay

• Sales Point Closing

• Invoices

• Void