From Your POS
The primary way to check payment status is through your point of sale system:- Real-time sync - When a guest pays via QR code, the payment appears on your POS immediately
- Bill closes automatically - Once fully paid, the table’s check closes
- Partial payments shown - If guests split the bill, you’ll see each payment as it comes in
- Remaining balance on the table
- Individual payments made
- Whether the bill is fully settled
From the storekit Dashboard
Click Tables in the left-hand menu. If you have more than one Pay at Table store, pick the store from the selector at the top right; the page only ever shows one store at a time. The page has two modes, switched with the buttons next to the store selector:- Live shows the bills that are open on the till now, with a count on the button. It updates as payments come in and refreshes every 30 seconds; the time since the last update is shown above the list.
- History shows bills that have been closed. See Finding a Past Bill.
Reading the Live List
Each open bill shows Table, Status, Left to pay, Total, Waiter and Open for, with the check number and covers under the table name. The line above the list totals the open bills and what is left to pay across them. Type into the Table, check # or waiter box to narrow the list. The Status column always shows one of these six values:
When any open bill is POS not updated, a Needs attention filter appears with the number of affected bills. Click it to show only those bills.
Live lists open bills that were opened in the last seven days. A check left open on the till for longer than that does not appear in Live.
Opening a Bill
Click a bill in either list to open it. The top of the panel shows the check number, covers, waiter, and when the bill was opened (and closed), followed by five figures:
Below the figures are two tabs:
- Timeline lists everything that happened to the bill in order, such as Bill opened, Bill first viewed, each payment received or failed (with the reason a card was declined), refunds, and Bill closed.
- The payments tab, labelled with the number of payments on the bill, lists each payment with Time, Payment, Paid, POS Status and Total, any tip in brackets after the total. Use Invoice to download a payment’s invoice and Refund to refund it. Payments taken on the till rather than through storekit show as External.
Pay at Table Bills Are Not Orders
Pay at Table bills do not appear in Orders → All Orders. The fulfillment filter there has exactly four fixed options - All Orders, In Store, Delivery and Pickup - with no Pay at Table option. Use Tables instead.The Analytics → Accounting → All Transactions report only appears when storekit Payments is enabled on your account. If you don’t see an Accounting section in your dashboard, your store isn’t using storekit Payments, and you should locate Pay at Table payments under Tables instead. See storekit Payments Setup to enable it.
Finding a Past Bill
A guest asks about a bill from earlier in the week, or you need to confirm that a table paid before you cash up. Every closed Pay at Table bill is kept under Tables → History.1
Open History
Click Tables in the left-hand menu, pick the store from the selector at the top right, then click History.
2
Set the date range
History opens on the last seven days, including today. Use the date picker to pick a preset (Today, Yesterday, This month, Last month, This year, Last year or All time) or choose your own start and end dates and times. The range is matched against the time the bill was opened.
3
Narrow down to the bill
Type into the Table or check # box. It matches any part of the table name, the table’s POS ID or the check number, so
12 finds table 12 as well as tables 112 and 120. Click Paid via StoreKit to show only bills with a storekit card payment, or Has an issue to show only bills where the POS was not updated or a payment attempt failed.4
Open the bill
Each row shows Closed, Table, Waiter, Total, Via StoreKit, Tips, Payments and Issues. Match the amount and the Closed time, then click the row to open the bill. The list loads 50 bills at a time; click Load more at the bottom for the rest.
A past bill will not turn up anywhere else in the dashboard:
- Orders → All Orders lists online orders only. Pay at Table bills are settled against your POS check, not placed as storekit orders, so the archived and rejected toggles there will not surface them.
- Analytics → Accounting → All Transactions lists card transactions, not bills, and only exists on accounts using storekit Payments. It is useful for matching a card’s last four digits to a payment, but to see the bill itself use Tables → History.
Payment Notifications
There is no Pay at Table notification setting in the dashboard, and storekit does not alert staff when a bill is paid. Watch Tables → Live, or your POS, during service. The one email storekit sends your store about Pay at Table is the sync failure email described in Bill Payment Sync Failures.Understanding Bank Statement Entries
Occasionally a guest reports that their bank statement shows two entries for a single Pay at Table payment, even though storekit shows only one successful transaction. This is normal card-processing behaviour, not a double charge. Card payments are typically processed in two stages:
The guest’s bank may display both the initial authorisation and the final capture side by side for a short time. The pending authorisation is not an extra charge and drops off automatically after a few days once it expires or is reconciled against the capture. Only one payment is ever collected, which is why storekit shows a single successful transaction.
If storekit shows one successful payment for the bill (open the bill under Tables and check its payments tab), the guest has been charged once. A second pending line on their bank statement is the authorisation and will disappear on its own — usually within a few days, depending on the guest’s bank.
Declined on the Bank Statement but Paid in storekit
This is a different case to the pending authorisation above. Here the guest’s bank record shows the payment as declined, yet the bill is paid and the order was accepted and fulfilled. Typically the guest sees two lines for the same visit: a declined attempt, and a successful charge for the same amount.Why It Happens
A card payment can be refused by the guest’s card issuer on the first attempt (insufficient funds at that moment, a fraud or velocity check, a 3-D Secure or CVC problem) and then succeed on a later attempt with the same card. The declined attempt still shows on the guest’s statement or banking-app notifications even though it collected no money — only the successful attempt does. The successful second attempt comes from one of two places:- The payment provider retried it. storekit’s card payments are processed by Adyen, and a retry performed on the provider’s side is not visible to storekit as a separate payment — storekit records only the result it is given.
- The guest paid again. They retried on their phone, on the same card or a different one, and that attempt succeeded.
Which Record Is Authoritative
storekit is the record of what was actually collected for the bill. A declined line on a bank statement is a record of an attempt, not of money moving. If storekit shows the bill paid, take it as paid — and confirm it hop by hop:1
Open the bill's payments
Go to Tables, find the bill under Live or History, and click it. The payments tab lists each payment with Time, Payment, Paid, POS Status and Total, and the Timeline tab shows every attempt, including Payment failed with the decline reason.
2
Read the Paid column
The Paid column shows Paid, Pending or Failed for each attempt. A Paid badge is a payment the card issuer approved. Hover a Failed badge to see the reason the issuer gave for that attempt.
3
Cross-check the transaction log
If your account uses storekit Payments (see the note above — without it there is no Accounting section), click Analytics, select Accounting, then click All Transactions. Set the date range to the day of the visit. The Status filter has exactly two options, Success and Failed, and the failure reason is shown next to a failed status. The Details column shows the card’s last four digits, and Reference links back to the bill, so you can match the guest’s card and amount to the attempts recorded.
Seeing a Failed attempt and a Success attempt of the same amount, minutes apart, is the expected picture for this case: the first attempt was refused, the second was approved, and only the approved one was collected. If the retry happened on the provider’s side, storekit will show the successful payment only — the declined attempt exists on the guest’s statement but was never a storekit payment.
What to Tell the Guest
- The declined entry is a failed attempt, not a charge — no money left their account for it.
- Some banks show refused attempts on the statement or send a push notification for them; these usually disappear from the statement, and any short-lived hold releases on its own.
- They have been charged once for the bill. Give them the amount and time of the successful payment from the bill’s payments tab so they can match it on their statement.
What To Do If Payment Doesn’t Appear
If a guest claims to have paid but you don’t see it:- Check your POS - There may be a short delay in syncing
- Ask to see confirmation - Guests receive a confirmation screen after payment
- Check Tables → Live - Click the bill to see its payments, or look under History if the check has already closed
- Verify the table - Ensure they scanned the correct table’s QR code
Bill Payment Sync Failures
When a guest pays successfully via Pay at Table but the payment fails to sync to your POS, you’ll receive an email notification. This ensures you never miss a payment that needs manual reconciliation.What the Email Contains
The bill payment failure notification includes:- Bill details - Bill ID and venue name
- Payment information - Payment ID and transaction details
- Error reason - Specific technical details about why the sync failed
- Reference IDs - Both storekit and POS bill IDs for reconciliation
- Quick actions - Direct link to view the bill in your dashboard
What to Do When You Receive This Email
- Check the error details - The email includes specific information about why the sync failed
- View the bill in dashboard - Click the link in the email to see full payment details
- Manually reconcile in POS - If needed, manually mark the bill as paid in your POS
- Contact support - Our support team is automatically notified and can help resolve recurring issues
Common Sync Failure Reasons
Support is automatically notified of all bill payment sync failures and can help resolve persistent issues.
Handling Disputes
If a payment dispute arises:- Check the transaction in your storekit dashboard
- Note the transaction ID and timestamp
- Contact support with the details
Tips for Staff
- Check POS regularly - Especially during busy periods
- Confirm before clearing - Always verify payment before resetting a table
- Know the delay - Payments typically appear within 2-3 seconds
- Train on partial payments - Ensure staff understand split bill scenarios