Check payment status
Use Payments and the week’s Orders view to inspect the affected order. Check the status and any available recovery action before trying again.
If Stripe setup is incomplete, return to the payment settings and complete the requirements shown by Stripe. Never ask a customer to email card details; direct them to their secure account payment flow.
Handle refunds deliberately
Review the order and use the available refund flow. Where asked, choose whether the order stays in production or is removed, and provide a reason.
Refunding money and changing production are separate decisions. A packed or completed order may need reopening before production can change. Check for any follow-up exception after the action.
Report a technical issue
Include your kitchen name, the week, an order reference if available, and the exact error. Explain what you expected and what happened. Redact customer and payment details from screenshots.
For payout or connected-account requirements, check your Stripe dashboard. For an app error or a payment status that does not reconcile, contact PrepRail support when available below.