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
For a complete view of all Pay at Table transactions:- Go to Orders in your dashboard
- Filter by Pay at Table orders
- View payment status for each table
Where to Find Pay at Table Payments
QR / Pay at Table payments don’t always appear in the same place as regular online orders, so it helps to know where to look:- Orders - Go to Orders and filter to Pay at Table to see each table’s bill and payment status.
- Tables - Open Tables, select the table (or bill), and click View payments to see the individual payments made against that bill, including splits and tips.
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 Orders or Tables instead. See storekit Payments Setup to enable it.
Payment Notifications
Set up notifications to alert staff when payments are made:- Go to Settings → Notifications
- Enable Pay at Table alerts
- Choose notification method (dashboard, email, or both)
- Full payment completed
- Partial payment received
- Payment failed
Understanding Payment States
Fully Paid
The entire bill has been settled. The table is ready to be cleared and reset.Partially Paid
Some guests have paid their portion, but a balance remains. This commonly happens when:- Guests are splitting the bill
- Someone is paying for specific items only
- A group is paying in rounds
Payment Pending
A payment has been initiated but not yet confirmed. This can occur when:- The guest’s bank requires additional verification
- Network delays are causing slow processing
- The payment is being processed
Payment Failed
The payment attempt was unsuccessful. Common reasons:- Insufficient funds
- Card declined
- Network error
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 (check Orders or Tables → View payments), 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, select the table (or bill), and click View payments. Each payment is listed with Time, Payment, Paid, POS Status and Total.
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 View payments 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 the dashboard - View the transaction in your storekit dashboard
- 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