A completed payment screen is not always proof of settlement
Opening a payment link, passing a card authentication step and receiving a successful payment result are different events. Do not infer the final outcome from a guest screenshot alone.
Find the exact request
In the authorized Pay account, compare request reference, amount, currency and timestamp. Pay can handle payment requests independently of bookings, so a booking-only search may miss the record.
- Does the request reference match?
- Does the provider show a final payment result?
- Is it a pre-authorisation rather than a captured payment?
Reconcile with the payment provider
Do not send a second payment link merely because a dashboard shows pending. Have the authorized finance team verify the provider transaction identifier and outcome. Treat indeterminate results as unresolved until reconciled.
Communicate an accurate status
Avoid telling the guest that the payment failed or succeeded without evidence. Explain that the venue is verifying the transaction and will confirm the next step. Never request full card details, CVV or one-time codes over support channels.
Related guidance
See the pre-payment and pre-authorisation guide and Pay.