POS Troubleshooting and Escalation¶
Safe recovery sequence¶
- Stop: do not repeat a financial action while its outcome is uncertain.
- Read: record the exact message; do not paraphrase it from memory.
- Verify: search Orders, Bills, or My Shift for the original transaction.
- Recover: retry only when you have confirmed the original was not saved, or follow an authorized reprint/correction procedure.
- Escalate: provide the details below if the result or authority is unclear.
Common situations¶
| Situation | First action | Do not |
|---|---|---|
| Waiter PIN is rejected | Confirm your profile and carefully retry your own PIN | Use another person's PIN |
| An item is missing from the ordering screen | Check the product, then the menu item, the menu category, the workstation's menu, and the item to store rule | Create a second product |
| The total is far too high or too low for what was sold | Check the unit on each line — a crate line charges crate price | Change the price to compensate |
| A service has no order to bill from | Ring it up as a direct bill in Billing, then take payment | Create a table order to work around it |
| The price on the till is wrong | Check the item's Menu Price on the menu it is being ordered from | Change the price at the till to compensate |
| A scanned bill will not open | Find the bill by ID in Pending Bills | Create a new bill for the same order |
| The customer has no purchase code | Leave TIN Purchase code empty; the receipt is requested against their phone | Enter someone else's code |
| Product not visible | Confirm category/menu, store, and search; report exact product | Substitute without approval |
| Order will not submit | Check item, table, store, waiter, and visible validation | Click repeatedly |
| Cancel shows Access Denied | Confirm the bill stayed pending; capture bill ID, amount, waiter, requester, and reason; escalate to Supervisor or above | Retry, use another identity, or alter the bill |
| Refund-reason picker is empty | Report the tenant/configuration issue to a Supervisor-or-above user | Invent a reason code or bypass the picker |
| Closed-bill payment removal is rejected | Confirm the payment remains recorded; capture bill/payment details and escalate to Supervisor or above | Retry, add an offset, or cancel the bill to hide the mistake |
| Reprint fails | Verify the bill/payment status, record the exact message, and follow the receipt fallback | Recreate the bill or payment |
| Room not occupied or guest mismatch | Stop, leave the bill pending, and verify with Front Desk | Post to another room or guess the guest |
| On-credit still shows Walk-In | Assign and verify the approved credit customer before continuing | Save credit against Walk-In |
| Timeout after submit | Search for the order/bill and verify status | Immediately recreate it |
| Bill cannot be paid | Confirm it was saved and review validation/balance | Invent a workaround payment |
| Wrong tender recorded | Stop and escalate with bill ID | Add an opposite or fake payment |
| Receipt does not print | Verify transaction, printer, then use authorized reprint | Recreate the sale |
| Room occupant mismatch | Cancel the confirmation and verify room/guest | Post the bill anyway |
| Unexpected shift difference | Identify transactions and payment methods by bill ID | Alter records to force a match |
Escalation details¶
Provide:
- Training or production environment.
- Tenant/outlet/store.
- Your username or waiter identity—never your password or PIN.
- Order ID and/or bill ID.
- Date and exact time.
- Table, room, or customer reference where safe.
- Exact error message and current status/balance.
- What you already checked.
Local first contact: See the tenant insert.