If the terminal froze, spun, or errored in the middle of a payment, the card may still have been charged. Check the transaction record before you do anything else — you can see it yourself.
Don’t run the payment again yet. A frozen screen, a spinner, a cancelled attempt and a “Transaction Failed” message are none of them proof that nothing went through. Running it again can charge the customer twice.
Look the payment up first
- Leave the terminal alone for now.
Don’t restart it and don’t re-run the payment until you’ve done this. - Go to Reporting → Transactions.
- Type the invoice number into the Search box at the top.
The box is labelled “Customer Details or INV #”. - Read the payment’s status.
The status sits in the Source column, under the icon.
What the status tells you
| THE STATUS SAYS | WHAT TO DO |
|---|---|
| Approved or Authorized | The card was charged. Don’t run it again. Both of these mean the payment went through. |
| Declined or Failed | It didn’t go through. You can run it again. |
| Error, still pending, anything else, or you can’t find the payment at all | Contact DealerWorks Support before running it again. |
If your customer says they were charged anyway
Ask them to check their bank or card statement, and contact DealerWorks Support with what it shows.
Send us the invoice or repair order (RO) number and the amount alongside it, so we can match the two up.
If you contact us
Have the invoice or RO number, the amount, the terminal’s name, and how many times the payment has been attempted ready when you contact us.
See Find your terminal’s name.
Once the payment question is settled
If the terminal is still frozen, close and reopen the app, then restart the terminal if you need to.
See Close and reopen the DealerPOS app and Restart a terminal.
Related: Terminal trouble — start here · Close and reopen the DealerPOS app · Find your terminal’s name
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