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Payments FAQ

Answers to common questions related to payments

Updated over a week ago

1. What Is A Payment Gateway?

A payment gateway is a crucial component of the electronic payment processing system, as it is the front-end technology responsible for sending customer information to the merchant-acquiring bank, where the transaction is processed. Customers' private data (i.e., credit or debit cards) can travel via a safely established channel between the payment processor and Lunchbox.

2. What Is A Payment Processor?

A payment processor handles credit card transactions and funds transferred from the payment gateway to the merchant's bank account. It communicates and relays information from the customer's card to the merchant's and customer's banks. Lunchbox integrates with different payment processors.

3. How Do I Set Up A Payment Processor in Lunchbox?

There is a specific way to set up each payment processor inside Lunchbox.

4. What's An Integrated Payment?

Integrated payments, such as Apple Pay and Google Pay, allow users to make payments in person and online when placing an order with Lunchbox. Integrated Payments are only supported by some POS and can replace a credit or debit card transaction at a contactless-capable point-of-sale terminal.

5. How Do I See Payment Reports In Lunchbox?

There are many ways to pull reports in Lunchbox. All reports can be printed or exported to Excel. The best way to see a payment report is to pull a Credit Card Detail. This report displays the online orders, total $ amounts, credit card type used for the orders, authorization codes sent by your merchant when the credit card was authorized, the reference number for the captured amount, and refund date/amount, if any.

6. Are Cancelations/Voids, Refunds, And Payment Adjustments Done The Same Way For All POS Integrations?

Lunchbox integrates with multiple POSs (i.e., Toast, Aloha, Revel, Brink), and each POS has its own limitations on how to cancel, void, refund, and adjust payment. Each integration will determine if the action should be first taken on the POS or inside Lunchbox. Double-check both systems to ensure that cancel, void, refund, and adjust payments are appropriately performed.

7. How Do I Reconcile Payment Reporting To Match In Lunchbox And Other POSs?

Merchants can opt to reconcile payments against POS by pulling a payment report from their integrated POS and comparing it to Lunchbox. Because of POS limitations when integrating order cancelation, refunds, and/or adjustments payments inside Lunchbox, merchants should double-check both systems for reporting accuracy.

8. Why Am I Getting A Payment Error Message?

Payment failure error messages can have varying causes (i.e., payment declined). It's important to recognize the root of the error before troubleshooting the problem.

9. How To Handle Payment Disputes?

Handling disputes works differently for each payment processor. Operators can manage disputes through each of the processor's dashboards.

10. How Does Lunchbox Mitigate Fraud?

Merchants can enable SIFT inside the Lunchbox dashboard to help prevent fraudulent transactions. SIFT protects transactions and automates payment reviews with advanced machine learning and fraud detection capabilities, allowing the technology to detect and block suspicious transactions automatically. Lunchbox uses SIFT by comparing customer emails to the SIFT fraud score. The transaction will be declined if the customer fraud score exceeds the threshold in Lunchbox's dashboard.

11. How Does Pay At Store Work?

Pay at Store allows guests to place their orders online using Lunchbox without entering a CC because they have agreed to pay for the order on-site upon pickup. Pay at Store also allows guests to pay in cash since they will pay in person at the location.

12. What Happens When An Incomplete Checkout Has A Partial Payment?

  • The order is considered "stale" after 20 minutes of inactivity and gets automatically canceled.

  • All payments made during the incomplete checkout are voided.

  • Any balance used on a gift card is returned to the gift card.

  • For credit card payments, the transaction is voided, but the authorization release depends on the issuing bank. It may be instant, take up to 24 hours, or extend to 5 business days.

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