After payment: Posting to your back-office system

For: All Prommt users across hospitality, automotive, builders merchants, and retail.

When a customer completes a payment via Prommt, the dashboard updates to Payment Success. This confirms the card transaction has been authorised and funds will settle through your payment gateway.

It does not automatically clear a balance, close an order, or update a reservation in your back-office system.

That step — posting the payment against the correct record — is your team's responsibility. Until it's done, your system will still show an outstanding balance regardless of what Prommt shows.

This applies to every sector and every payment type: deposits, balances, account payments, order payments, and event settlements.

Before posting anything, confirm the payment completed successfully in Prommt.

Go to View Payments in your dashboard and locate the payment request. The status should show as Payment Success. Click the ... menu and select View Payment to open the full transaction record.

Note the following details — you will need these when posting:

If the status shows anything other than Payment Success — such as Request Sent, Payment Pending, or a failed status — do not post the payment. Resolve the payment status first.

Once you have confirmed Payment Success in Prommt, open your back-office system and post the payment against the correct record. Use the Conf. Number from Prommt to locate the right entry.

What you are posting against depends on your sector and system:

Hospitality Post the payment against the guest's reservation or folio in your property management system (OPERA Cloud, OPERA 5, or equivalent). The Conf. Number in Prommt should match the reservation number in your PMS. Post the amount as a deposit receipt, advance payment, or balance settlement as appropriate, using your standard payment posting procedure.

Automotive Post the payment against the deal record, job card, or customer account in your dealer management system (e.g. Pinewood, Keyloop, CDK). The Conf. Number in Prommt should correspond to the deal number or job reference. Receipt the payment in full against the outstanding balance.

Builders merchants Post the payment against the purchase order, sales order, or customer account in your trade management platform (e.g. Epicor, Agility from DMSi, CounterAct). Match using the Conf. Number or order reference entered in Prommt. Apply the payment to clear or reduce the outstanding balance on the account.

Retail Post or receipt the payment against the order record in your order management system or EPOS. Match using the order reference or invoice number entered as the Conf. Number in Prommt.

Once posted, confirm the balance on the record in your back-office system has reduced or cleared correctly. Do not release goods, services, or a guest until this is verified.

If the balance has not updated as expected, check the posting was applied to the correct record and the correct amount. If the issue persists, contact your system administrator or support team for your back-office platform.

The Conf. Number field in Prommt is the link between a Prommt payment and its corresponding record in your back-office system. It is entered by your team when the payment request is created and appears on the customer's payment email, checkout page, and receipt.

When posting, always use this number to locate the record. If the Conf. Number was left blank or entered incorrectly on the request, use the customer name, amount, and transaction date to find the right record manually.

To reduce the risk of mismatches, make the Conf. Number field mandatory for your team. This can be configured in Settings → Custom Fields.

Your Prommt dashboard is your record of all payments processed through the platform. Use View Payments to search and filter by date, customer name, location, and status. The Transaction ID on each payment is the unique reference for that payment at gateway level and can be used to cross-reference with your gateway settlement reports.

For end-of-day or end-of-period reconciliation, export your payment data from Prommt and match it against postings in your back-office system. Any Payment Success in Prommt without a corresponding posting in your system is an unreconciled item that needs to be resolved.

A payment shows as Payment Success in Prommt but I cannot find the corresponding record in my system. Use the Conf. Number, customer name, and payment amount to search your system manually. If the Conf. Number was entered incorrectly, cross-reference using the date and amount. Once located, post the payment manually as normal.

A payment was posted in my system but the amount doesn't match Prommt. Open the payment in View Payment in Prommt and confirm the exact amount paid. Check whether a partial payment or a modified amount was processed. Adjust the posting in your system to match the actual amount confirmed in Prommt.

The customer says they paid but I can't see a Payment Success in Prommt. Ask the customer for their Prommt receipt — it will include the Transaction ID and amount. Search in Prommt using the customer name or email. If the payment genuinely cannot be located, contact Prommt Support with the Transaction ID from the customer's receipt.

My system shows the balance as outstanding even after posting. This is a system-side issue, not a Prommt issue. Contact your back-office system administrator or support team to investigate why the posting has not cleared the balance.