Selling: common questions

The till says "Open a shift first". What do I do?

Go to the Shift screen, type the cash in the drawer if you count it, and press Open shift. Then go back to the sale and pay again. Some shops open the shift by themselves on the first sale. See Shifts and Z-reports.

The customer says they paid, but the till says Not paid. Who is right?

Do not take the money twice. Open Reports, Transactions and look at the sale, or ask the assistant in Help to check the payment. If it was charged after all, it shows there as paid. See Payment problems.

Can I take payments when the internet is down?

Cash, yes: the sale is saved on the till and sent when the connection is back. Card and app payments need the till online. See Till offline.

How do I undo a sale that is already paid?

The same day, open the sale under Reports, Transactions and press Void. After that, press Refund. A manager's PIN may be needed. See Refunds and voids.

Can a customer pay part in cash and part by card?

Not in one sale yet. Split divides the bill into parts that are all paid on the terminal. See Split a payment.

Why can't I give this discount?

The discount is bigger than a cashier may give alone. Ask a manager to sign in and give it. See Give a discount.

How do I print a receipt for an earlier sale?

Open Reports, Transactions, tap the sale and press Print receipt, or Link / QR for a digital one. See Receipts.

What if the customer does not want to tip?

Tips are the terminal's question, and the customer answers it there. If you know beforehand, turn off Tip on the terminal before you press Pay on terminal, and the terminal does not ask. See Tips.

Where is the ticket I held?

Held tickets stay on the device they were held on. Look on that tablet, under Tabs or the Held button on the ticket. See Open tabs and tables.

How do I know if a payment was real or a test?

If the top of the till says Demo payments, or Settings shows Mode: Demo, no money moved. See Demo payments and going live.