Now and then a guest tells you they’ve paid a deposit, but you can’t find their booking, or the booking shows no payment. Before anyone pays again, check two places: the booking in NomNom, then your Stripe account. Stripe is the record of what was actually taken.
Check NomNom first
1. Find the booking. Search by the guest’s email address and phone number as well as their name. The booking may be under a partner’s name, or on a different date from the one they remember. See Finding any booking by name, reference, phone or email.
2. Open its payments. Open the booking and go to Card & Payments. A deposit taken online is listed there with its amount, card and time, and Paid after refunds at the top shows what you still hold. See Reading a booking’s Card & Payments tab.
3. Ask what they received. A finished online booking ends on Booking Confirmed!, followed by a confirmation email from your venue (for example The Red Lion via NomNom) showing Deposit Paid. An email from anyone else means they booked elsewhere.
In NomNom Web: double-click the booking (or click it, then Full details) → Card & Payments. In the phone app: tap the booking → Card & Payments.
Then check Stripe
An admin can open your Stripe account from Settings → Stripe → Manage Account. Search for the guest’s email address or the amount. See Why Stripe shows "Incomplete" payments.
In NomNom Web: account menu (top right) → Settings → Stripe → Manage Account. In the phone app: Settings → Stripe → Manage Account.
What you might find, and what to do
- It’s still going through. If the guest’s page froze or closed straight after paying, NomNom still makes the booking as soon as Stripe confirms the payment. A guest who presses Confirm Booking at that moment may see Your booking is still being finalised - please try again in a moment. Wait a few minutes and search again.
- Their bank is still waiting for them. Some banks ask the guest to approve the payment in their banking app (3D Secure). Until they do, nothing is taken, and NomNom never cancels a payment that might still go through. If they approve it, the booking is made then.
- They didn’t finish. Stripe shows the payment as Incomplete or cancelled, and no money was taken. About an hour after they stop, NomNom cancels it, lets the table go and emails them that their booking was not completed. See A guest’s card was declined or failed 3D Secure and A guest thinks they booked but there’s no booking. If you have room, take the booking yourself and send a payment link (Sending a guest a payment link).
- They gave a card, not a payment. Where a meal only holds bookings with a card, nothing is charged, so there’s no payment to show; the booking shows the card instead. See Taking a card to hold a booking.
- It was refunded. A refunded payment stays listed with a Refunded chip, and Paid after refunds drops to match. Cancelling a booking refunds its deposit automatically when Automatically refund deposits is on (see Setting your cancellation and no-show policy). A refund made in your Stripe account shows on the booking too, once NomNom support has switched that on for your account — but refunding from NomNom is still the simplest.
- They paid on your card machine or at the till. Add it with Record (see Recording card machine and cash payments).
- Stripe says Succeeded, but there’s still no booking. The money has been taken. Don’t ask the guest to pay again. Take the booking yourself if you have room, and contact NomNom support with the guest’s name and email and the date and time they were booking, so the payment can be matched to it or refunded.
Good to know
- What the guest is told. When a booking doesn’t finish, the booking page tells the guest that a deposit already taken will be applied to their booking and they won’t be charged twice.
- Stripe is admin-only. Only admins can open Settings (see What Admin, Standard and Read-only staff can do).
- Paid twice? See A guest says they were charged twice.