What this page is for
The unresolved payments queue holds money Tulindo cannot yet place against a bill, and payment requests nobody ever confirmed. Nothing in this queue has settled a bill: a receipt sitting here is money the business has received and cannot yet see against an order; a request sitting here is a phone prompt or scan that expired, or that never found a matching receipt.
Tulindo tries hard to place every M-Pesa receipt on the right bill by itself, matching on the phone number, the amount, the time and the reference the guest typed. This page is for what it could not place with confidence, and for a person to finish.
Everyone whose role can view payments sees the queue's health and contents. Dismissing a receipt or placing it on a bill needs a role that can operate payments; writing off, charging to staff or pursuing a customer for an unmatched request needs a role that can refund.
At the top, Queue health shows how many receipts have no bill, how many payment requests are unpaid, and how long the oldest item has waited.
The queue has two views, chosen with Receipts and Payment requests:
- Receipts: money that arrived — an M-Pesa receipt, a card capture or a bank credit — that could not be placed, or only partly placed, on a bill. Each row shows its Receipt reference, how long it has waited, how much is Not yet placed, who sent it (Payer), any Reference as keyed by the payer, a Suggested bill where Tulindo found a likely one, and its Status.
- Payment requests: a phone prompt or scan that is no longer waiting quietly — one that expired with nothing found, or one a manager has already written off, charged to staff, or recorded as being pursued from the customer.
A receipt whose only candidate match used a phone number or an amount alone, rather than every check passing, still only ever offers a suggestion: Tulindo never places money on a guess.
How to…
How to deal with a stray receipt
- Open the row, or open its row menu and choose Open receipt. See Receipt for placing it on a bill or two.
- If it genuinely is not yours, open its row menu and choose Dismiss receipt, giving a reason. Dismissing moves no money; it just takes the receipt off the queue.
How to deal with an unmatched payment request
Only for a request that reads No receipt matched:
- Write off: the bill keeps its outstanding balance and the shortfall is recorded as a loss.
- Charge to staff: the shortfall is recorded against the person who took the payment.
- Pursue the customer: it leaves the queue, recorded as owed by the customer.
Each needs a reason from your reason codes.
How to settle a bill when the payer's number cannot be matched
Press Match a bill by amount. See Match a bill by amount.
Worked examples
Supermarket
Tumaini Supermarket's queue health shows 3 receipts with no bill, 1 payment request unpaid, oldest waiting 40 minutes. The manager opens the Receipts view, finds a till receipt for KES 850 (Kenyan shillings) with no reference — a till (Buy Goods) payment never carries one — and uses Match a bill by amount to place it once the cashier confirms the amount the guest paid.
Restaurant and bar
A guest at The Acacia Grill & Bar closes a tab with an M-Pesa prompt that times out after 15 minutes with no answer. It appears under Payment requests as Prompt expired. The manager checks with the guest, who confirms they never completed it, and takes cash instead; the stale request is then Written off with the reason Guest paid by another method.