Issue: Transaction Approved on Terminal but Register Does Not Complete
These steps cover how to manually close out a non–Dutchie Hub app, 3rd-party–integrated transaction when the payment is approved on the terminal but the register does not complete. You no longer need to close the sale as cash and then edit the payment method.
How to Manually Close the Transaction
1. Wait for the Countdown Timer to Finish
After the register sends the transaction to the payment terminal, a countdown timer appears. Allow it to finish.
2. Select “Close Transaction Manually”
Once the timer completes, choose this option on the register.
3. Enter the Required Transaction Details
In the pop-up window, fill out:
- Receipt Tender Amount – Amount charged to the customer. Do not include any fees.
- Receipt Tip Amount – Enter the tip amount (or 0 if no tip).
Receipt Ref # – Any reference/approval number from the terminal receipt.
4. Click “Submit”
Give the register a few seconds to process and apply the payment.
Give the register a few seconds to process and apply the payment.
5. Finalize the Sale
When the blue Pay button reappears: Select Pay > Done, then provide any change due to the customer.
Tips for Success:
- Always confirm the terminal shows Approved before closing manually.
- If this behavior happens frequently, contact Support with the date, time, and transaction details so the issue can be investigated.