---
title: Retail | Using Stronghold
description: This article will walk you through using the Pre-Pay workflow and the In-Store workflow of the Stronghold Integration as well as cancels, refunds & total changes.
---

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# Retail | Using Stronghold

## This article will walk you through using the Pre-Pay workflow and the In-Store workflow of the Stronghold Integration as well as cancels, refunds & total changes.

We at BLAZE integrate with the Stronghold Payment Service. Please connect with Stronghold directly on their Support pages for any questions you might have regarding the Stronghold payment method and their services: [Stronghold Support](https://stronghold.co/happiness)

### **Pre-Pay Stronghold Workflow**

The Pre-Pay Stronghold workflow automates the request and collection of payment from your customers for any online widget/e-commerce platform order. This is typically the go-to workflow for delivery and pickup-heavy shops.

1. Using the BLAZE Web app, navigate to **Dispatch \> Incoming Orders** and accept the incoming order.
2. Within 30-60 seconds of accepting the incoming order, the customer will receive a payment request via SMS.
3. Once they click the link in the SMS and follow the prompts in the Stronghold portal to link their payment method, they can pay for the transaction.
4. Once the driver has arrived at the customer's house or the customer has arrived for their pick-up, use the BLAZE Web, Retail, or Delivery app(s) to open that transaction in BLAZE
5. With the transaction open, proceed to the tender screen at the end of the transaction process, and you will see that the Stronghold payment is already applied to the transaction, this is your indicator that the customer has pre-paid for the order and Stronghold has already pre-authorized the charge on their account.
6. Click '**complete**' on the BLAZE transaction, and once the order is completed, BLAZE will tell Stronghold to capture the pre-authorized charge from the customer, which concludes the payment process.

### **In-Store Stronghold Workflow**

The In-Store Stronghold workflow allows you to request and collect payment from your customers. 

1. Using the **BLAZE Retail app,**  check in the customer and prepare their cart.
2. Once you are on the payment option screen,  select the **Stronghold** option, then tap 'APPLY.'  
     1. ![Screenshot 2026-02-24 122334](https://support.blaze.me/hs-fs/hubfs/Screenshot%202026-02-24%20122334.png?width=670&height=302&name=Screenshot%202026-02-24%20122334.png)
3. Another small window will appear with status indicators as the integration connects and then waits for payment. You can have your customer authorize the payment via the following three options: 
     1. Within 30-60 seconds of this screen appearing, the customer will receive a payment request via SMS.
     2. The customer can scan the digital QR code shown on the iPad.
        
        **OR**
     3.  Select 'Print Paylink' to generate a physical receipt with a QR code. 
        
        **NOTE**: When 'Print Paylink' is selected, provide the receipt to the customer so they can scan the printed QR code for payment.
        
        ![Screenshot 2026-02-24 122735](https://support.blaze.me/hs-fs/hubfs/Screenshot%202026-02-24%20122735.png?width=659&height=541&name=Screenshot%202026-02-24%20122735.png)
    Regardless of the method used to access the Stronghold portal, customers can authorize payment after following the prompts.
4. After payment is authorized, BLAZE will stop spinning and show that the payment has been received.  
   ![Screenshot 2026-02-24 124328](https://support.blaze.me/hs-fs/hubfs/Screenshot%202026-02-24%20124328.png?width=660&height=499&name=Screenshot%202026-02-24%20124328.png)
5. Click '**Complete**' to finalize the transaction, then BLAZE will tell Stronghold to capture the pre-authorized charge from the customer, which concludes the payment process.  
   ![Screenshot 2026-02-24 124339](https://support.blaze.me/hs-fs/hubfs/Screenshot%202026-02-24%20124339.png?width=670&height=300&name=Screenshot%202026-02-24%20124339.png)

### **Cancels, Refunds, and Voids**

### **Cancels**

**Before** the transaction is completed in BLAZE, which captures funds from the customer's account, it is possible to cancel the pending pre-authorization instead.

1. Navigate to the transaction in BLAZE on the Web Portal's **POS** section.
2. Once you have located the transaction, click through to the payment screen and observe the Stronghold payment currently applied to the order.
3. To the right of the Stronghold payment, you will find a red **X., **Clicking this will allow you to delete the payment from BLAZE, which will prompt BLAZE to cancel the pre-authorization in Stronghold

### **Full Refunds**

**After** the transaction is completed in BLAZE, which captures the funds from the customer's account, if you need to change the payment, you will need to issue a refund in BLAZE.

1. Navigate to the transaction in BLAZE on the Web Portal's **Transactions** section.
2. Once you have found and entered the transaction record on BLAZE, scroll to the bottom of the page.
3. Here is the refund button. Click this to initiate the refund process.
4. Complete the refund process in BLAZE (a guide is available [**HERE**](https://support.blaze.me/hc/en-us/articles/retail-?hsLang=en)), which will prompt BLAZE to refund the transaction to the customer in Stronghold.

### Partial Refunds

**Warning: Partial refunds currently trigger a full refund. If you must process a partial refund, follow this workaround**

1. Communicate with the consumer on the process
2. Create a new order from scratch at the lower dollar amount & send a paylink
3. Customer pays with Paylink
4. Capture the new revised payment
5. Process a full refund of the original Stronghold payment

### Voids

### Warning: Voiding Stronghold transactions within BLAZE will trigger a full refund and cannot be reversed.

1. **NOTE:** It can take 7 calendar days for a refund to be credited to a customer's account.

### **Transaction Total** **Changes**

Sometimes your customer will decide they want to purchase additional or fewer items after they have already pre-authorized a payment through the Stronghold pay link sent to their phone.

### **The transaction total decreased**

In the event that a customer has pre-paid with Stronghold and Stronghold is holding a pre-authorization on that original amount, and they wish to actually purchase **LESS** product, you can simply adjust the transaction total down and then complete the transaction. BLAZE will tell Stronghold the new total, and the amount captured from the customer's account will reflect the lower total. This can be done via the POS or Dispatch tab in Blaze.

### **The transaction total increased**

If a customer has pre-paid with Stronghold and Stronghold is holding a pre-authorization for that original amount, and they wish to purchase **MORE **product, you can simply increase the transaction total and complete the transaction. BLAZE will tell Stronghold the new total and the amount captured from the customer's account will reflect the increased total. This can be done via the POS or Dispatch tab in Blaze.

Additional resources:[Retail | Editing Stronghold Orders](https://support.blaze.me/hc/en-us/articles/retail-adding-discounts-promotions-and-product-to-stronghold-orders?hsLang=en)

 

### **Stronghold Errors and Troubleshooting**   

**Error! Paylink cannot be sent at this time**: This error notification stems from Stronghold when there is an issue with a members associated phone number, or it is missing from their BLAZE profile.  
![Screen Shot 2024-02-14 at 1.18.38 PM](https://support.blaze.me/hs-fs/hubfs/Screen%20Shot%202024-02-14%20at%201.18.38%20PM.png?width=670&height=652&name=Screen%20Shot%202024-02-14%20at%201.18.38%20PM.png)  
To correct this, navigate to the members profile in BLAZE to verify if they have a valid phone number associated within their profile.

**From the web app:**

1.Select the **Members** tab.  
![Screen Shot 2024-02-14 at 1.20.22 PM](https://support.blaze.me/hs-fs/hubfs/Screen%20Shot%202024-02-14%20at%201.20.22%20PM.png?width=670&height=354&name=Screen%20Shot%202024-02-14%20at%201.20.22%20PM.png)

2\. Search the member's profile, then click into their profile.  
![Screen Shot 2024-02-14 at 1.21.16 PM](https://support.blaze.me/hs-fs/hubfs/Screen%20Shot%202024-02-14%20at%201.21.16%20PM.png?width=670&height=131&name=Screen%20Shot%202024-02-14%20at%201.21.16%20PM.png)

3.Once in the members profile, select the edit icon next to Contact Info.   
![Screen Shot 2024-02-14 at 1.25.21 PM](https://support.blaze.me/hs-fs/hubfs/Screen%20Shot%202024-02-14%20at%201.25.21%20PM.png?width=670&height=327&name=Screen%20Shot%202024-02-14%20at%201.25.21%20PM.png)

4\. Insert the updated phone number in the Phone field, then select SAVE.  
![Screen Shot 2024-02-14 at 1.27.35 PM](https://support.blaze.me/hs-fs/hubfs/Screen%20Shot%202024-02-14%20at%201.27.35%20PM.png?width=670&height=313&name=Screen%20Shot%202024-02-14%20at%201.27.35%20PM.png)

Once these steps have been completed a Stronghold paylink request can be sent to the customers updated phone number to authorize payment.

 

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