“The payment was approved, but I received no power bank.” Staff at an Irish venue need a better response than asking the guest to tap again. A second attempt can create another financial or rental problem while the original one remains unexplained.
Prepare a missing-release decision sheet before opening. It should identify who can investigate the original attempt, what physical evidence to preserve and who may approve a financial or equipment action. The procedure below is a proposed support practice, not a promise that every fault triggers an automatic refund.
Stabilize the customer situation first
Ask the guest to pause further payment attempts. Record the cabinet identifier, approximate time, visible message and available rental reference. Check whether a battery has partly released, remains in a slot or was removed without the guest recognizing the correct unit. Do not force a slot or repeat a remote release before the original physical outcome is understood.
Venue staff should gather the minimum useful information and contact the authorized operator. They do not need a photograph of the full payment card, a PIN or access to the customer’s banking account. A pending bank entry is evidence to investigate, not a complete description of the payment state.
Compare three records before deciding
| Evidence found | Question to resolve | Controlled next step |
|---|---|---|
| Payment status uncertain | Did the original attempt authorize or complete? | Locate that payment before any new attempt |
| Authorization confirmed, no release confirmed | Was the service actually provided? | Authorized operator reviews permitted cancellation or recovery |
| Captured payment, no service provided | Does the evidence support a refund? | Follow the approved refund process and verify its result |
| Release recorded, customer received nothing | Do physical observations agree with the event record? | Investigate the cabinet and battery outcome before another release |
| More than one attempt exists | Which payments and orders belong to this incident? | Reconcile each reference and avoid duplicate corrective actions |
Keep payment, rental and device observations distinct but linked. A payment success indication does not prove battery delivery. Conversely, absence of a refreshed screen does not prove that the payment failed. The support-file guide provides a useful evidence structure for the incident.
Choose a financial action that matches the actual state
Stripe distinguishes cancellation and refund. An uncaptured PaymentIntent requiring capture is handled through cancellation rather than a direct refund of uncaptured funds. A completed payment needs the appropriate refund process when a refund is justified. The authorized person should check the current state and supported operation instead of choosing a label from the customer’s wording.
Confirm the result of the action, not just that someone submitted a request. Explain the verified outcome without promising the exact moment a bank’s display will change. The authorization release and refund explanation helps keep that conversation accurate.
Keep the Irish reader route identifiable
Stripe’s Ireland guidance specifies the local account, reader Location and EUR route and lists WisePad 3. The operator normally purchases and registers the reader through its own eligible Irish account, where rental payments are processed. The installation and intended staffing conditions still need project-specific confirmation.
CoreCharge’s matched integration runs the native Android rental application and Terminal SDK on the cabinet’s internal controller. WisePad 3 is the physical reader, without an external cashier phone as the ordinary host. CoreCharge joins the order, payment result, dispensing, return and pricing; those linked records support investigation, while the support decision remains explicit.
Reopen with evidence after correction
If the station itself needs intervention, follow the approved maintenance process and keep the affected service unavailable until checked. Complete a controlled borrowing and return after correction, then match the physical outcome and financial result. Retain the incident reference and the reason for reopening.
Explore the CoreCharge reader-ready route or request an Irish missing-release response worksheet. Define the local first responder and financial approver alongside the cabinet configuration.
References and project scope
Technical references checked on 17 October 2026. The operating procedures above are planning guidance; hardware, account access and payment settings are confirmed for each deployment.