Payment failures create immediate frustration. If customers are charged but service does not run, they often leave negative reviews and request refunds.
Use a dedicated issue button
Add a specific “Payment Charged But Not Processed” report option so owners can triage quickly.
Respond in a fixed order
- Verify transaction
- Check machine status and logs
- Resolve or refund quickly
- Mark report fixed
Track repeat payment incidents
Repeated failures on one bay or terminal usually indicate a hardware or gateway issue that needs permanent correction.