# Recover from an uncertain checkout result

After a timeout or interrupted response, use Orders and Payments to confirm whether a record exists before submitting again. Stop repeated submission, open Orders and search the customer, time, or reference, and open Payments when a tender may have been recorded. Submit the payment once, then verify Orders and Payments before retrying any uncertain result.

Canonical URL: https://admin.tajergo.ae/help/articles/pos/payment-recovery/
Article ID: pos-payment-recovery
Surface: POS
Category: Pricing and payments
Last reviewed: 2026-09-06

## Before you start

- An authenticated POS session on the intended branch.
- A reviewed cart with the correct customer, service mode, item prices, tax context, and amount due.

## Steps

1. Stop repeated submission.
2. Open Orders and search the customer, time, or reference.
3. Open Payments when a tender may have been recorded.
4. Retry only when no completed or pending record exists.

## Expected result

Orders and Payments identify whether the original submission completed, queued, failed, or was never recorded. Never submit an uncertain tender again until Orders and Payments show whether it succeeded, failed, or queued.

## Permissions

- The staff member needs POS checkout access for the active branch; discounts, overrides, Khata, and some tenders may require the specific manager or configured payment permission.

## Troubleshooting

### Checkout timed out or returned an error after the cashier submitted payment.

Do not submit again. Keep the order, amount, tender, and any external-terminal reference. Check Orders, Payments, the receipt state, and the local queue; the recovery probe may find a payment even when the first response was lost.

### The external terminal says approved, but POS shows failed, pending, or no payment.

Treat the result as financially ambiguous and stop taking payment on that order. Reconcile the provider reference with Payments and the order before any retry. Escalate safe references, amount, branch, and time without card data or CVV.

## Related articles

- [Review price, VAT, discounts, and service charge](https://admin.tajergo.ae/help/articles/pos/pricing-summary.md)
- [Apply or remove a promotion code](https://admin.tajergo.ae/help/articles/pos/promotion-code.md)
- [Use an authorized discount or price override](https://admin.tajergo.ae/help/articles/pos/manual-discount.md)
- [Choose a payment method](https://admin.tajergo.ae/help/articles/pos/payment-methods.md)