Pay by Bank: Completing a Transaction - Troubleshooting Common Issues

Issue: Customer confirmed the order on their phone and saw the order complete success message BUT the budtender is not seeing the success at the POS.

• Network-related issues
• Bad cell service on the customer's phone is preventing the order confirmation from sending from the phone to the POS
• The network the POS is connected to has encountered a drop, delay or slow connection at the time the order confirmation was completed, the order may be "stuck".
• Profile sync issue - least common
• Variations between Pay by Bank and POS profile information

Explain to the customer: that although they saw a success message display - no funds are withdrawn for Pay by Bank until it has been finalized at the POS.

• Cart needs to be rebuilt and Pay by Bank can be attempted again
• The order ID for the original cart is attached to the payment data initially attempted by the customer, therefore the cart will need to be rebuilt
• Another form of payment can be presented on the same order ID by backing out of the Pay by Bank payment checkout panel

Troubleshoot the Network: If the network connection is known to be unstable in the dispensary or cell service is known to be spotty, begin by ensuring the connection is stable for both the POS and the customer’s phone. If your store offers a guest WiFi network, encourage them to connect to this instead of using cell service.

• Back out of the Pay by Bank payment checkout panel to return to the cart screen.
• Tap the person icon in the right-hand corner of the cart screen to access the customer's profile.
• Confirm with the customer if the phone number and email address are correct and update as needed.
• Return to the cart screen, cancel the order, and rebuild the cart to try again with Pay by Bank.

• If your team is experiencing networking issues repeatedly, consider adding a WiFi booster near checkout (for guest network and internal network) or hardwiring POS terminals for a fast and more stable checkout.
• Overall, if your team experiences these issues on two transactions in a day or more than 3 times a week despite troubleshooting efforts, gather the original and rebuilt order IDs, the customer’s email linked to Pay by Bank and if possible any screen recordings or screenshots of the unexpected behavior and contact payments@dutchie.com for assistance.

Issue: Budtender selected Pay by Bank and started the transaction flow, then hits the back arrow on the checkout panel.

Causes:

• Once the customer has linked their profile to the order ID, the back arrow should not be used.
• Once an order ID for a cart is linked to a Pay by Bank profile, it can only be sent for processing once.
• If the budtender attempts to resend the same order ID after the Pay by Bank profile is linked, the POS and Pay by Bank will be out of sync in the transaction flow and the cart must be canceled and rebuilt.

If the back button is selected:

• Immediately after selecting Pay by Bank as the payment method or after the QR code has been scanned
• This will not disrupt the flow or cause issues as the profile has not been linked yet to the order ID.
• After the QR Code has been scanned
• This should not disrupt the flow or cause issues until the customer has completed signing up or logging in to their Pay by Bank Account and sees the screen to review their order.
• After the barcode has been generated or scanned (when applicable) or the user has logged into their Pay by Bank account
• At this point issues with the POS and Pay by Bank transcation flow sync may occur as the Pay by Bank profile has now been linked to this order ID.
• If the budtender tries to immediately return to the Pay by Bank flow again, the POS would attempt to resend the original order ID and errors will occur.
• Cart needs to be rebuilt and Pay by Bank can then be attempted again
• Alternatively, another form of payment can be presented on the same order ID at this time.
• Best practice: Budtender advises the customer to close the browser on their phone (or the tab with Pay by Bank open), returns to the checkout panel to restart the Pay by Bank flow at the POS and instructs the customer to scan the QR code again.
• Pro Tip for Legacy Flow: Tap "Need to re-link email? Scan customer's barcode" at the bottom of the checkout panel when needed.
• After the customer has pressed the confirm button
• The back button should not be used as the current order ID becomes "stuck" and the cart must be canceled, rebuilt and the transaction resent with the new order ID to continue with Pay by Bank.
• The cart does not need rebuilt if the customer chooses to use a different payment method at this point.

• The steps to resolve will depend on when the back arrow was tapped.
• Issues primarily arise if the confirm button has been tapped by the customer on their phone.
• Transactions do not finalize, the customer cannot be charged and the dispensary will not be paid until the "Complete" button is selected at the POS.

Issue:

• Errors can occur during the transaction flow for Pay by Bank and in the above scenarios, we see how networking or budtender error can often play a role.
• Remember, no Pay by Bank transaction is completed, or finalized (i.e. no funds withdrawn from the customer's account) unless the order or successfully finalized at the POS.
• To finalize, the "Complete" button must be selected at POS.
• If the order was not finalized at the POS, then funds were not collected via Pay by Bank and the dispensary will not be paid for that order via Pay by Bank.
• Once finalized, no actions at the POS will return funds directly to the customer's account, including Voids or Refunds/Returns due to the nature of the ACH flow.

• If the customer is present and the cart errors out (i.e. "Complete" button cannot be selected to finalize the order) the budtender will need to back out of the order, refresh the POS and return to the cart.
• The cart needs to be rebuilt and Pay by Bank can be attempted again.
• An alternate payment must be taken if the customer cannot proceed with Pay by Bank.
• If the customer is no longer in the store, the dispensary must contact the customer to collect alternative payment as the sale did not finalize with Pay by Bank.
• Best practice: Take an alternative payment if Pay by Bank encounters any error or issue where it cannot be finalized at the POS.
• Customers may see a hold on their bank account from their bank (Dutchie does not place any hold on funds), please direct them to contact their bank for information.
• In the circumstance of a verifiable double charge, a cash refund can be offered for Pay by Bank sales.

Issue: Customer scans the Pay by Bank QR code with their phone and receives the barcode to link their account BUT the POS does not prompt to scan the barcode or enter the code manually.

If your customer previously used PBB under their profile at your dispensary, then their Pay by Bank account has been linked to their profile. However, if they logged in on their phone with a different account their new account will need to be linked to their POS profile.