If you need to confirm whether a Payment or Refund was successful, you can verify the status directly on your Card Machine or through your Teya account. You can locate specific records by searching for the date or the last four digits of the customer’s card.
Check status on your Card Machine
You can view recent sales history immediately on your terminal. Follow these steps to find a specific payment:
- Tap the menu icon in the top-left corner of the screen.
- Select Transactions.
- Enter your Manager PIN when prompted.
- Locate the transaction by scrolling through the list or using the search bar. You can also search using the last 4 digits of the card, or filter by period, store, status, source, amount or device.
- Tap on the transaction to review the full status details.
Check status in the Teya Business App or Portal
If you are away from your store, you can check sales data using the Teya Business App or the Business Portal on your computer.
On the Teya App:
- Open the Teya App and tap Sales in the bottom navigation bar.
- Tap Transactions at the top of the screen.
- Select the transaction you wish to view. You can also search using the last 4 digits of the card, or filter by period, store, status, source, amount or device.
- For more information, tap the transaction to view the details.
On the Business Portal:
- Open the Business Portal and log in with your credentials.
- In the left sidebar, select Transactions under Sales.
- Select the transaction you wish to view. You can also search using the last 4 digits of the card, or filter by period, store, status, source, amount or device.
- For more information, select the transaction to view the details.
Understanding transaction statuses
When you view a transaction, you will see one of the following statuses.
| Status | Meaning |
|---|---|
| Payment/Refund Approved | The transaction was successful. |
| Payment/Refund Declined | The transaction was not successful. |
| Payment/Refund Void | The transaction was cancelled before it was completed. This may happen if the payment was cancelled on the same day or if there was a connectivity issue during processing. |
| Payment/Refund Pending | The transaction has been created but not yet processed by the banking system. It can still be cancelled. |
Why was a transaction declined?
A customer’s card may be declined for various reasons. The most common causes include:
- Expired card: The card has passed its valid date.
- Insufficient funds: The customer does not have enough money in their account to cover the total.
- Incorrect payment details: The customer may have entered their PIN or card information incorrectly.
- Security check: The bank may have flagged the transaction for a security review.
- Address mismatch: The billing address provided does not match the records held by the card issuer.
- International use: The customer is travelling, and their card is not set up for payments abroad.