The customer sent too little
If the customer edits the amount and sends too little, the device doesn’t mark it paid; it keeps waiting on the same QR code. The panel shows how much was "Received" and how much is "Still missing", with a nudge to ask for the rest.
The simplest fix is to ask the customer to scan the same code again and send the missing part. Once it adds up, the device switches to "Money received" by itself.
The customer pays the rest in cash
If they would rather pay the rest in cash, press "Take cash". The device closes off what was already transferred, and the "Take cash" screen shows what was "Already received by QR" and asks only for the "Amount due". The paid screen then lists both parts.
Offline, the device can’t know what was transferred, so it takes the full amount in cash and notes "Offline – take the full amount in cash. Hensa flags what was already transferred so the owner can refund it."
The QR code expired
Each QR code lasts 15 minutes. When the countdown hits zero, the device checks with Hensa before deciding, in case the customer just pressed send. Once it is sure, it says "The code expired – nothing was paid." and offers "Create new code", "Take cash" or "Cancel".
If the customer still wants to transfer, press "Create new code" for a fresh code for the same order.
Money arrives after you cancelled
Sometimes the customer switches to cash, you press "Take cash" or "Cancel", but they had already sent the transfer. If it lands right then, the device shows "Money received" so you don’t take cash a second time.
If it lands later, the counter device says nothing. The owner sees it in the Dashboard under "To do": "Money arrived after the order was voided · order …", and the order is marked "Needs attention". Money above the order total shows the same way as "Customer overpaid". Hensa never sends money out by itself: the owner checks and returns it if needed.
The customer says "I paid" and the device hasn’t seen it
Don’t go by a screenshot. Only when you yourself can see the money in the account in your banking app, and the device is still waiting, press "Customer says they paid?". The "Confirm manually" screen says plainly that a screenshot is not proof. Pick a reason, then a manager enters their own PIN to approve. This needs a connection.
The order becomes "Awaiting transfer" and turns "Received" when the transfer matches. If nothing matches within 24 hours, the owner gets a task, "Manually confirmed QR, no money yet", to check the bank statement.