Resolve a Stripe payment amount mismatch in Jovvie Point of Sale

Sometimes a Stripe card reader charges an amount that does not match the order total. This can happen, for example, when the cart changed after the payment started. When it does, the customer’s card was charged, but Point of Sale does not complete the order. Instead, it puts the order On hold and blocks any new card payment for it, so the customer is not charged twice.

To release the order, an administrator or shop manager chooses in your dashboard how the charge was handled.

This page is for payments on a Stripe reader. If an NMI terminal payment does not match the order, contact Jovvie support.

How you know it happened

Symptom:

When staff take the payment, the register shows a message starting with Terminal captured. It shows the amount the reader charged and the amount the order expects, and says the order was not completed.
The order has the status On hold, and the same message is in the order notes.
If staff try to take payment again, they see A previous charge for this order did not match its total. Resolve it from the order screen before taking another payment.

Cause: The Stripe reader charged a different amount than the order total, for example because the cart changed after the payment started.

Fix: An administrator or shop manager applies one of the order actions on this page, as described in Choose a resolution.

Before you start

You need to be an administrator or shop manager.
Find the payment in your Stripe Dashboard and note the amount that was charged. Compare it with the amounts in the order note.
Talk to the customer, if you can, and decide what to do: keep the charge, or refund it and charge the right amount.

Choose a resolution

Each resolution is an order action in your dashboard. These actions only appear on orders that are on hold because of a mismatch.

What you want to do	Order action to use
Refund the charge and take payment again for the right amount	Resolve POS mismatch: charge refunded
Change the order so it matches what the customer paid, then complete it	Resolve POS mismatch: order adjusted and completed manually
Accept the lower amount the customer paid as payment in full	Resolve POS mismatch: shortfall accepted
Add a note only, without releasing the order	The option starting with Resolve POS mismatch: other

If the customer was charged more than the order total, refund the charge and take payment again, as described in Refund the charge and charge again.

If the order note shows ? instead of an amount, Point of Sale could not confirm how much was charged. Contact Jovvie support instead of using these steps.

Apply an order action

Open the order in your dashboard. See See Point of Sale orders in your dashboard.
In the Order actions box, open the list of actions.
Select the action you chose.
Save the order to apply the action.
Check the order notes to confirm the result.

When the order is released, the notes show a message starting with POS amount mismatch resolved.

Refund the charge and charge again

Use this when the charge should not stand. You must refund the card through Point of Sale first. The charge refunded action checks that a card refund is recorded on the order before it releases the order.

In the register, refund the order as described in Refund an order in the register. Keep Refund via selected so the money goes back to the card.
- If the customer was charged more than the order total, use Full Refund. Then refund the extra amount in your Stripe Dashboard.
- If the customer was charged less than the order total, use Partial and refund exactly the amount that was charged.
Open the order in your dashboard.
In the Order actions box, select Resolve POS mismatch: charge refunded.
Save the order.

The order goes back to Pending payment. Before taking payment again, check your Stripe Dashboard and the order notes. Confirm that the original charge was fully refunded, no other payment for this order went through, and none is still processing. If you are unsure, contact Jovvie support.

If no card refund covering the charge is recorded on the order, the action is refused. The order stays on hold, and the notes show a message starting with POS mismatch resolution “charge refunded” refused. A refund made only in your Stripe Dashboard does not count. A refund that Stripe reported as pending when you made it does not count either, even if it succeeds later.

If the action is refused:

Check the order notes to confirm the refund in step 1 was made in the register with Refund via selected.
Check the refund in your Stripe Dashboard.
If Stripe reported the refund as pending when you made it, contact Jovvie support, even if it has since succeeded. Do not refund again.
Otherwise, if the refund succeeded, apply Resolve POS mismatch: charge refunded again. If the action is still refused, contact Jovvie support. Do not refund again.

Keep the charge and complete the order

Use one of these when the amount the customer paid should stand.

Resolve POS mismatch: order adjusted and completed manually: first edit the order in your dashboard so it matches the amount the customer paid. Then apply this action.
Resolve POS mismatch: shortfall accepted: the customer paid less than the order total, and you accept that amount as payment in full.

Either action marks the order Completed using the original charge. No money moves.

Add a note without releasing the order

The option starting with Resolve POS mismatch: other records that someone looked at the order. It does not release it. The order stays On hold, and new card payments for it stay blocked. Use one of the other actions when you are ready to release the order.

If you are not sure which action fits, contact Jovvie support before you take another payment or refund.

Still need help?

Contact Jovvie support.