Payment Failed
What to do when a customer's payment fails at checkout. Find clear steps and useful information for restaurant teams using Menuella.
What to do when a customer's payment fails at checkout.
Where to find it: Payments and Orders
Common Causes
| Cause | What to check |
|---|---|
| Card declined | Customer's bank may have declined (insufficient funds, fraud block, expired card). Ask them to try another card or payment method. |
| Payment method not connected | Go to Payments. Ensure Stripe or PayPal is connected and active. See Payments. |
| Payment account issue | Check your Stripe or PayPal dashboard — payouts on hold, verification needed, or account suspended can affect payments. |
| Network or timeout | Customer's connection may have dropped. Ask them to try again. |
What You Can Do
- Verify payment setup — Go to Payments. Confirm Stripe and/or PayPal shows as connected and active.
- Check the order — In Orders, check if the order exists with status "Payment failed" or similar. You may be able to retry or contact the customer.
- Offer alternatives — If online payment fails, the guest can pay on pickup or delivery if you have Cash enabled.
- Contact support — If your payment provider is connected but payments keep failing, include your Support ID and any error messages when you reach out.
Tips
Keep Stripe or PayPal in good standing — payouts depend on it. If payments suddenly stop working, check your provider's dashboard for alerts or required actions. Enable cash as a fallback so customers can pay on pickup when card payment fails.