Managing Payments & Disputes

What the Payments area is

Select Payments from the Merchant Hub navigation to see the full history of payments processed through Final Pay. It's where you review your payments and disputes — every transaction and its status, and any disputes to respond to.

Setup required first: Payments data only appears after you've completed Final Pay setup. If you see a setup prompt instead of your transactions, finish onboarding first — see "Getting Started with Final Pay."

Understanding the transaction list

Each entry in the list represents a single payment. At a glance you can see the amount, the date and time, the payment method, and the current status. Common statuses you may encounter include:

• Succeeded — the payment was captured successfully and the funds are on the way to your balance.

• Pending — the payment is still processing and hasn't fully cleared yet.

• Refunded — the payment was fully refunded (refunds are made at the station).

• Partially refunded — part of the payment was refunded.

• Failed — the payment did not go through (for example, the card was declined).

• Disputed — the customer's bank has opened a dispute (chargeback) on the payment.

Find a payment fast: Use the search and filter controls to narrow the list by date, amount, or status. This is the quickest way to locate a specific charge when a customer calls.

Viewing payment details

Select a payment from the list to open its detail view. There you can review the amount, the date and time, the payment method, and the status, along with related information such as fees, the net amount added to your balance, and any refunds or disputes tied to the payment.

Refunds are made at the station

You don't issue refunds from the Payments area. Refunds are made at the till: open the order at your station and select Refund — see "How to make a refund." Once a refund is processed, the payment's status here updates to Refunded or Partially refunded.

Responding to a dispute (chargeback)

A dispute — also called a chargeback — happens when a cardholder questions a charge with their bank. When a payment is disputed, it appears with a Disputed status, and you may be asked to submit evidence that the charge was legitimate.

1. Open the disputed payment from the Payments area.

2. Review the reason given for the dispute and the response deadline.

3. Submit supporting evidence — for example, receipts, order details, proof of delivery, or a customer signature captured at checkout.

4. Submit your response before the deadline. The cardholder's bank then decides the outcome.

Signatures help you win disputes: Turning on Request Cardholder Signature in Payment Setup stores a signature with each order on supported cloud terminals. That signature is useful evidence when responding to a dispute. See "Payment Setup: account & cardholder signatures."

Tips & best practices

• Reconcile regularly — match your Payments list against your daily sales to catch anything unexpected early.

• Respond to disputes quickly — deadlines are firm; gather your evidence as soon as a dispute appears.

• Keep records — clear order details, receipts, and signatures make dispute responses far easier.

• Communicate with customers — a quick conversation, and a refund at the till when it's warranted, can often resolve an issue before it becomes a dispute.