What to do when a prepaid sale cannot be confirmed at the till
If the screen freezes after you press Send, stop there. Save the till receipt and check the original supplier reference before placing another order. The sale may have gone through even if a slip failed to print or the customer has yet to get an SMS.
Decision path
| What you see | Action |
|---|---|
| Confirmed success | Complete receipt and close sale |
| Confirmed failure | Record evidence and follow correction policy |
| Pending or unknown | Check original reference. Do not duplicate |
| No reference captured | Stop further attempts and ask supervisor to investigate |
By Freepaid · Published
Find the original sale
Write down the internal receipt number, date and time, product, amount, till and cashier. Add the supplier reference if one was generated. Keep the customer’s relevant contact detail only if needed for follow-up and permitted by the shop’s process. Do not ask the customer to share a PIN or account password.
Check the supplier’s documented order-status route using the same original reference. If staff lack access, contact the supervisor or support channel rather than creating another order. Keep the case number and instructions received. An uncertain status should remain visible in the shift log until an owner closes it.
Explain the situation to the customer
At the counter, say “The till hasn’t confirmed the order yet. I’ll check the original sale and get back to you.” Promise a time for your next update if you can keep it. Give a completion time only if the supplier has confirmed one.
Call the manager if the customer is still waiting. The manager can check the original transaction and shop policy before deciding whether to wait, refund or offer another resolution. Explain what happened to the first payment and get the customer's consent before charging again.
Record the final outcome
Close the original case with the confirmed status, who supplied it, any correction or refund, what you told the customer and when you closed it. Match a successful order to the sale and check for duplicates. Follow the shop’s correction and accounting process for a confirmed failure. Keep the original reference even if the manager approves a new order.
Review recurring exceptions
Track counts by cause: connectivity, cashier entry, unclear status, print or message failure, and report mismatch. Review patterns weekly. A high number may point to a local network issue, incomplete training or a supplier process that needs clarification. Change the procedure only after confirming the cause. Do not coach staff to resubmit more quickly.
Check which status tools and support routes your till provider offers. Freepaid point-of-sale airtime
Give the customer a useful update
Give the customer the receipt reference and say when the shop will check again. If a shift changes before then, tell them who has the case. Confirm a replacement or reversal only after the shop or supplier has recorded it.