Use this guide when a customer says they paid but you can't find the payment, or a payment is in one place but not another.
Before you start
Have ready: the date and rough time, the amount, and how the customer paid (online, EFTPOS card, cash). Device: Nomni Console in a web browser.
Find the payment in Nomni
Log in to Nomni Console and go to Sales > Invoices.
Set the date range to cover the day before and the day after the payment. This catches sales near your Start Trading Time.
Filter by payment method, or search by amount or invoice number.
What you should see: the invoice with the right amount and payment method.
If it was an online order
Go to Online Ordering > Stripe Settlement.
Click Export Detail on the payouts after the order date and look for the order.
If the order is in a payout but not on the POS, the customer was charged but the order didn't reach your POS. Contact us with the order number.
If it was an EFTPOS card payment
Check the transaction on your terminal's history or your provider's portal.
If the terminal approved it but there is no invoice, check Held Orders on the POS. The order may not have been finalised.
Run a Master Sync on the POS, then search Sales > Invoices again.
Don't charge the customer again until you have checked the terminal history.
If it was a refund the customer hasn't received
Card refunds can take several business days to show on the customer's statement. Their bank decides the timing.
Still can't find it?
Email support@nomni.ai or message us from the chat in Nomni Console. Send us:
Your venue name
The order or invoice number, amount and time, if you have them
The date range you are checking
A screenshot of the Nomni report you are using (for example the Tender Report or Stripe Settlement)
The line from your bank or settlement statement that doesn't match, with the amount and date
This lets us check it in one go, without asking you again.