Cannot Complete a Retail Purchase

Troubleshoot Retail Order Checkout and Payment Issues

Purpose

Use this article to resolve a retail order that cannot move to checkout, does not offer the Pay action, is missing a payment method, cannot submit payment, or does not reach Paid and Completed status.

Applies To

• Product area: Retail POS
• Surfaces: Retail POS and Flourish Web configuration
• Payment method: Check the provider-neutral causes in this article first, then see the article for the configured payment provider.

Confirm the Order Type and Queue

1. Open Queue > In-Store > Check Out for an in-store order.
2. Open Queue > Pickups for a pickup order.
3. Open Queue > Deliveries for a delivery order.
4. Confirm the order appears in the matching queue.

If the order does not appear, check the order and payment statuses, then see the Retail Order Does Not Appear in a Queue troubleshooting article.

Confirm Package Allocation and Packing

1. Review each cannabis order line and confirm the required quantity is allocated to eligible inventory before checkout.
2. For an order packed outside Retail POS, confirm the applicable fulfillment handoff is complete.
3. For a pickup order, confirm packing is complete.
4. For a delivery order, confirm the order is on the applicable delivery workflow before delivery checkout.

Review Customer Document Blocking

1. For a medical retail facility, check whether the Block purchase due to expired med card setting is blocking the order.
2. Review the customer's stored medical card expiration date.
3. Correct the customer information according to facility and jurisdiction procedures.

Do not disable or bypass a compliance control without authorization.

Confirm the Till

1. On the payment screen, select the correct till.
2. If the expected till is unavailable, confirm that it exists, is open when required, and is associated with the applicable device or payment terminal.

Confirm the Payment Method Configuration

1. In Flourish Web, open the facility's Payment Methods configuration.
2. Confirm the payment method is enabled.
3. Confirm the required provider credentials or terminal assignments are complete.

• Manage facility payment methods
• Add payment terminals and assign them to a till

Review the Remaining Balance and Transaction State

1. After submitting a payment, check whether the payment status shows Partially Paid or Paid.
2. Check whether a balance remains on the order.

Do not submit a second integrated payment until you confirm whether the first transaction failed, remains pending, or succeeded outside Flourish.

Use Provider-Specific Troubleshooting

1. Open the transaction or troubleshooting article for the configured payment provider.

• Record a POSaBIT transaction
• Troubleshoot Vector Payments terminals not connecting
• Set up Spendr mobile payments

When to Contact Support

Contact Flourish Support if the order is in the correct queue, inventory is fully allocated, customer information satisfies the facility's controls, the till and payment method are available, and payment still cannot be completed.

Include:

• Facility and store
• Purchase ID
• Order and payment statuses
• Remaining balance
• Till and payment method
• Payment transaction ID, if one exists
• Exact error message
• Whether the provider shows the payment as pending, failed, or successful

Do not include full payment card data or sensitive customer information in screenshots or support messages.

Related Articles

• Retail order and payment statuses
• Choose how to pack a retail order
• Complete a retail purchase
• Print or reprint a retail receipt