How do online payments work?

THL Eats Online Ordering Support

The THL Eats Online Payment System

With our online payment system, the concept of up-front payment phased out. Using pre-auth both restaurant and customer interests are optimally fulfilled and re-ordering behavior gets stronger and stronger after each ordering experience.

Here is a step-by-step of how an online payment processes with our system:

1. The customer comes to order online and selects the option to pay online (online payment can also be the only option if a merchant account is setup).

2. The customer inserts the card details and places the order.

3. If the order was placed as ASAP (order for NOW):
We authorize the money in the moment the customer places the order and send the order to the restaurant app for acceptance (max 3 min to answer)

  • If the order is missed => we tell gateway to abort the transaction within 2 hours => the customer’s card was never charged
  • If the order is rejected => we tell gateway to abort the transaction within 2 hours => the customer’s card was never charged
  • If the order is accepted by the restaurant => we keep the hold on the authorization and we initiate capture with delay operation => transfer set to happen within 20 hours from the fulfillment of the order
  • If (for any reason) the customer is not happy with the food delivery, the restaurant may decide to refund the customer and they can easily trigger this from his merchant account interface with no chargebacks fees to pay (void operation) => the customer was never charged

4. If the order was placed as an order for LATER:
We capture the money the moment the customer places the order

  • If order was accepted, we take no further action
  • If order was missed or rejected, we initiate a refund within 2 hours after it was rejected or missed

Important:
The credit card details are handled in a PCI compliant way by the payment gateway and will not be visible or disclosed in any manner. Even we do not have access to payment details nor “touch” the money transfer whatsoever. What user will see next time is just a bunch of ********2341 – just to recognize and to know that his card account is ready to be reused. Here is where the card tokenization and PCI vaulting kicks in.

The next time the customer orders from the same device, the ordering widget will safely recognize them and can re-order in one click. The customer data, including credit card information, will be pre-filled.

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