Seeing payment transactions fail isn’t new as a POS agent in Nigeria. You’ve probably seen it happen more times than you’d like to admit. A customer makes payment then looks at you and say, “I’ve been debited,” while your app or POS machine shows nothing? You both stare at the screen, confused and maybe even a little frustrated. But the truth is, most of these hiccups can be fixed if you know what to do.
What Exactly Is a Failed POS Payment Transaction?
A transaction fails when your customer’s money is debited, but your POS machine or mobile app didn’t give you any confirmation. No receipt. No success message. Nothing.
Sometimes, the transaction gets declined or reversed midway, but the customer’s money remains in limbo. Understandably, this creates panic especially when it’s someone’s last cash for the day. This is the time building customer relationships works in your favour to calm the customer.
Why Do POS Transactions Fail?
Let’s walk through the most common reasons and what you can do in each case.
1. Poor Network Connection
Your POS machine depends on mobile data or internet service. If the signal drops during a transaction, it might freeze, time out, or fail completely.
2. Bank Network Downtime
Sometimes, the issue isn’t from your end. The customer’s bank might be having technical issues or experiencing downtime.
3. Transaction Timeout
Ever waited too long for a transaction to process? That delay could cause the system to time out leaving you with no confirmation, even if the customer was debited.
4. Issues from the Customer’s Account
It’s not always your device. Sometimes, the customer’s card has issues: insufficient balance, card restrictions, or inactive status are some reasons why payment transactions fail. If that’s the case, advice the customers to reach out to the bank to sort the issue.
5. POS Device Glitches
Your machine could also be the problem. If it’s outdated, slow, or faulty, it can freeze or shut down mid-transaction. That’s why you need these 8 tips to maintain your mobile POS device to run your business smoothly.
What To Do When Transactions Fails
Alright, the transaction failed so what do you do now? Don’t panic. Follow these steps:
Step 1: Confirm If the Customer Was Debited
Ask them to check their bank app or SMS alerts. If the money is gone, move to the next step.
Step 2: Wait a Few Minutes
Many failed POS transactions reverse automatically within 5 to 30 minutes. Some fintech platforms say it may take up to 24 hours.
Step 3: Contact Customer Support
Call your POS provider. You’ll need the following info:
- Transaction amount
- Time and date
- Last four digits of the customer’s card
- Transaction reference number
Better still, just take a screenshot of any error messages that show up.
Step 4: Raise a Dispute
If nothing changes after 24 hours, escalate. Some fintech apps have built-in tools to report issues like NowNow.
How to Prevent Failed Transactions in the Future
Here’s how to stay ahead of the problem:
- Use a strong and stable internet connection.
- Keep your POS software updated.
- Avoid processing during peak times when networks lag.
- Train your staff on what to do when a transaction fails.
- Confirm bank and card details before every transaction.
Final Thoughts
As a POS agent, you’re more than just a payment processor, you’re someone your customer’s trust. When you handle failed POS transactions calmly and professionally, you give them peace of mind.
Things will go wrong sometimes. But with the right knowledge and steps, you can fix issues quickly and keep your business running smoothly.