System Updates

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Time Date	System Updates
Update 1317 7 October 2025	Payment Capture Process The process for capturing card payments will soon be changing. When the ticket system was first invented, we used to capture payments only at the point the order was concluded ('Confirm Sale' pressed and order received in HOPS). This caused an issue one day where a site stayed offline for several days, and payments started to become difficult to capture. As a result of this we changed to a method of 'payment taken from customer as soon as card is tapped', on the basis that it was better to have the money than to have the order record. Unfortunately this has led to some customers being charged twice, which is obviously not ideal. We now think that, on balance, the original way was better - payments captured when order completed - and the original risks arising from this can be mitigated in other ways without introducing the same unintended consequences: - The POS is now more vocal in warning when it has been working in offline mode for more than a few hours. A large, red, difficult-for-even-the-least-aware-clerk-to-ignore message is displayed and warns them that they need to seek advise their manager or technical assistance immediately to avoid payments being lost. That gives the manager/admin plenty of time to arrange to re-connect the device in good time. - The sites at which HOPS provides POSes that had poor internet now have much-improved internet connections, so the likelihood of offline working is reduced. - The 'Complete Sale' button now presses itself, if appropriate. Changes that will be seen by clerks: Where a part-payment is taken, there is currently a 'refund' button in the basket, for use if the customer decides to abandon the transaction having paid for part of it. This will no longer be shown. For 99.9% of transactions, where only one payment is made in complete settlement of the bill, there will be no changes. For all organisations except the North Norfolk Railway this will happen over the next few days. If you observe any issues or have any comments please let us know. Thank you Danny S.

Time Date

System Updates

Update 1317
7 October 2025

Payment Capture Process

The process for capturing card payments will soon be changing.

When the ticket system was first invented, we used to capture payments only at the point the order was concluded ('Confirm Sale' pressed and order received in HOPS).

This caused an issue one day where a site stayed offline for several days, and payments started to become difficult to capture. As a result of this we changed to a method of 'payment taken from customer as soon as card is tapped', on the basis that it was better to have the money than to have the order record.

Unfortunately this has led to some customers being charged twice, which is obviously not ideal.

We now think that, on balance, the original way was better - payments captured when order completed - and the original risks arising from this can be mitigated in other ways without introducing the same unintended consequences:

- The POS is now more vocal in warning when it has been working in offline mode for more than a few hours. A large, red, difficult-for-even-the-least-aware-clerk-to-ignore message is displayed and warns them that they need to seek advise their manager or technical assistance immediately to avoid payments being lost. That gives the manager/admin plenty of time to arrange to re-connect the device in good time.

- The sites at which HOPS provides POSes that had poor internet now have much-improved internet connections, so the likelihood of offline working is reduced.

- The 'Complete Sale' button now presses itself, if appropriate.

Changes that will be seen by clerks:

Where a part-payment is taken, there is currently a 'refund' button in the basket, for use if the customer decides to abandon the transaction having paid for part of it. This will no longer be shown.

For 99.9% of transactions, where only one payment is made in complete settlement of the bill, there will be no changes.

For all organisations except the North Norfolk Railway this will happen over the next few days. If you observe any issues or have any comments please let us know.

Thank you

Danny S.

Generated at 14:15:12 28/10/2025