This guide walks you through what to do when a payment goes through on the terminal or e-wallet, but Classic POS fails to commit sales.

When Does This Happen?

During payment, Classic POS will show a "Connecting to Ewallet party..." or processing screen while waiting for a response from the payment gateway or terminal.

If the connection drops or times out, the screen will change to show a red ✕ icon with "Processing..." and two buttons — Recheck Status and Force Complete.

Common causes include:

• Unstable internet connection

• Connection timeout

• Loose or disconnected cable between POS and terminal

• Network interruption during payment processing

Step 1 — Try Recheck Status First

Click the green Recheck Status button.

This will attempt to query the payment status again from the payment gateway or terminal. Wait for the system to complete the check.

If successful, Classic POS will automatically commit sales and show a Payment Successful screen. Click Continue and you're done. ✅

If it still fails, proceed to Step 2.

Step 2 — Use Force Complete

⚠️ Only use Force Complete if you have physically verified that the customer's payment was successful on the terminal or e-wallet app.

2.1 Click the red Force Complete button.

2.2 A confirmation dialog will appear:

"Transaction currently in PROCESSING status. Are you sure to force complete?"

Click Yes to proceed.

2.3 You will be prompted to enter the Transaction Reference ID.

Key in the reference number from the terminal receipt or e-wallet confirmation, then click Ok.

2.4 A final confirmation dialog will appear:

"We will direct complete this sale. Please make sure the client payment is success."

Click Yes to confirm.

2.5 Classic POS will commit the sales and complete the transaction. ✅