Problems by symptom

Find the symptom, read what it usually is, and do the checks in the order given.

The till does not open

1. A message Terminal has not been set yet means the computer is not bound: on Terminal, press Update Agent for its row (Terminals: register a till and bind its computer). Make sure the Penahak POS desktop app is running.
2. A list headed List of items need to set in configuration page: set each item; the table is in Open the till and accept the cash.
3. A page that asks you to Accept cash: count the drawer and accept. If it says "Please hand over the previous day's cash.", finish the earlier hand over (Hand over the cash at the end).
4. A blank page after a sign in: sign out and in again (Configuration settings the till uses).

A product is not found, or the list is empty

1. The barcode box finds only active, unlocked products by Product SKU or batch no (Find and add products).
2. The name box needs three letters.
3. The list stays empty although the barcode works: the branch has more than one Default warehouse (Set up a shop for the retail POS: checklist). With none, the till does not open at all (Open the till and accept the cash).
4. A gift card number starts with GCP and is sold as a gift card (Sell a gift card and pay with one).

"Not in stock" or the quantity will not go up

1. The company's Negative stock is Block and the branch's default warehouse has no more (Quantities, units and the stock limit).
2. A line stops at 2,000 (500 for a service) when the company does not block: that is the till's own limit.
3. Check the stock in Stock ledger for the default warehouse of the branch, not another warehouse.

I cannot delete a line

• The till asks for the Secret key (Quantities, units and the stock limit). "Not matched secret key" means a wrong key; with no key set in Configuration, a line cannot be deleted. Ask the accountant to set it; the cashier signs in again.
• Void/Reset is only for supervisor roles (Who may do what: roles, scopes and the supervisor role).

The total is not what I expected

1. Open the lines: a Discount from a running scheme (Schemes: running discounts on products) or from the line's Discount link (Discounts and adjustments on the bill).
2. A bill adjustment under Sub total (a bill discount or VAT) works on the total, in its order (VAT, rounding and the kind of invoice).
3. Round-off shows when the company rounds.
4. A VAT-inclusive product shows its price without VAT and adds the VAT back.
5. Loyalty points spent lower the total (Spend points on a bill: the loyalty adjustment policy).

I press Sales/Print and nothing happens, or "Please pay full amount to proceed."

1. The payment is less than the total: the message says so. Check Tender amount against Total (Take the payment: cash, bank and wallet).
2. Bank/Wallet Payment needs Your Bank/Wallet (Deposited): a message that it is required, or "Deposited bank not selected" (Take the payment: cash, bank and wallet).
3. No product on the bill, or no payment: "Please scan a product to proceed further." and "Please select a payment option."
4. A customer on credit is asked to type Credit (Sell on credit to a named customer).
5. A bill with a round-off may fail with a general error when the round-off accounts are not set (Configuration settings the till uses).

The receipt did not print, or printed twice

1. The bill is saved. Check the bill number was shown, then Reprint bill (Print the receipt and reprint a bill).
2. "The receipt has not been designed yet.": the branch has no design (Receipt design: what the printed receipt shows).
3. Printing failed with a printer name: fix the printer and press Retry print once.
4. Printed twice: Retry print was pressed more than once, or the receipt was printed and reprinted. A reprint says copy of original.

A bill has no receipt in Accounting

1. Wait a few minutes: the receipt follows the bill (When the payments reach the books).
2. Check the branch has Receipt voucher, Payment voucher, Debit note and Journal voucher series that are active and cover today (Numbering series the till needs).
3. Tell support the bill number, the terminal and the time.

A return will not load, or the refund is missing

1. "Already returned": a return exists for that bill; one return per bill (Sales return: take goods back).
2. A wrong number: type the number from the receipt. Search sales invoice lists the branch's bills.
3. A cash refund has no payment voucher a few minutes later: check When the payments reach the books and tell support.

Points were not earned, or the balance differs

1. The customer must be on the bill (Walk-in, named and new customers).
2. A collection and a spending policy must run today (Loyalty policy: how customers earn points).
3. The report and the till can differ after a manual adjustment or a mapping (Loyalty customers, manual adjustments and the points report).

A gift card is not valid

It was never sold, is inactive, is past its expiry or has no balance (Sell a gift card and pay with one).

The hand over does not match

1. Another person used the till, or a cash refund was paid (Hand over the cash at the end).
2. A card payment was keyed as cash.
3. The cash taken after midnight is not in the figure: hand over each shift.
4. Compare with Terminal sales (Terminal sales and branch sales).

A worked case: the hand over is short