Sometimes, issues may occur when making transactions using QRIS. For example, a customer’s payment may be deducted from their account, but the transaction fails and is not recorded successfully in the Midtrans system.
To prevent this, please pay close attention during QRIS transactions. If a payment fails, the invoice will not be printed. In such cases, the cashier should ask the customer whether their balance has been deducted. If the balance has been deducted but the payment in Midtrans fails, you need to fill out the QRIS Failed Settlement Reporting Form.
Therefore, we recommend creating a Standard Operating Procedure (SOP) for cashiers to always take a photo showing the balance deduction on the customer’s phone. This step is required if you wish to submit a claim to Midtrans for failed transactions.
I. Suggestions for QRIS Transaction
Below are some suggestions from us to help ensure that QRIS transactions are processed successfully:
Every time a customer makes a payment using the QRIS method, make sure to take a photo showing the balance deduction.
After the payment is made, confirm with Midtrans whether the transaction was successful. You can also refer to [this article] to verify the transaction status on Midtrans.
If a payment in Midtrans shows a Failure status, please contact the DealPOS Support Team so we can assist in submitting a complaint to Midtrans.
If the payment through Midtrans fails, please fill out the DealPOS x Midtrans – QRIS Failed Settlement Form immediately, so the DealPOS team can coordinate with Midtrans regarding the deducted balance from the customer.
II. Midtrans Report Procedure
Midtrans payment issue reporting procedure:
Fill all the data required in the QRIS Failed Settlement Form
Send proof of the successful deduction from the customer’s e-wallet or banking app (screenshot from the customer’s phone).
Send a screenshot from the Midtrans dashboard showing that the transaction failed, including the Transaction ID.
III. Form Example
Here is an example of how to fill out the form.
Related Articles
If you want to rename your merchant name in Midtrans, you can follow Changing Merchant Name article.
If you have some questions about Midtrans, maybe you can check the FAQ (MDR + Payout) article.
If you have more than 1 outlet to accept different QRIS payments, you can check the following article: Mobile Payment (QRIS) for Multiple Outlets
DealPOS is an online point-of-sale (POS) application specifically designed for retail businesses in categories like Fashion, Minimarkets, Electronics, Fresh Food, and Building Material Stores.
With DealPOS, you can manage both online and offline store inventory in real-time on a single platform. You can also sell through omnichannel (offline and online) as DealPOS integrates with marketplaces (Shopee, Tokopedia, TikTok Shop, Lazada) and instant web stores (Shopify and WooCommerce).