Overview: What are we talking about?
- The customer cancels the transaction
- The tablet is not updating with the contents of the cart
- The tip selection or signature panel are not on the tablet after you have swiped/entered the card and clicked the final checkout button
- The tablet loses power or internet connection
The customer cancels the transaction:
If the customer presses Cancel Transaction on the signature page, you will get this message on your computer...
If the customer simply wants to use a different card, but is OK with the charges and wants to pay the same tip amount, just close the above pop-up and click the Check Out button in the cart again. You will then swipe or enter the new card, click the final Check Out button in the checkout panel, and the customer will again be presented with a signature panel.
If the customer wants to add or remove things from their bill, but keep their tip selection, simply refresh the cart, add and remove things, and then click the Check Out button.
If the customer wants to change their tip selection, customer can click the <- Signature link at the top of the signature panel to go back one step and choose another tip amount.
Important! The customer will not be presented with the tip selection screen again - only the signature panel.
The tablet is not updating with the contents of the cart:
Be sure you are on the e-signature page on the tablet and that you are signed in with your account on both devices
Refresh the e-signature page on the tablet by clicking refresh in the tablet's browser. If that doesn't work...
Refresh the page on the computer (the cart page), then check to see if the tablet is updated.
The tip selection or signature panel are not appearing on the tablet after you have swiped/entered the card and clicked the final Check Out button:
If you have swiped/entered the card and clicked the final Check Out button, you should have an Awaiting Signature Capture panel on your computer. If the Awaiting Signature Capture page does not show up, but the screen is blacked out, simply click anywhere on the page and the Awaiting Signature Capture page will show up.
Refresh the e-signature page on the tablet by clicking the refresh icon in the Awaiting Signature Capture panel
Push the tip or signature page to the e-signature page using the push (cloud with arrow) icon in the Awaiting Signature Capture panel on your computer.
Feel free to click the push icon as many times as you want, but be patient, it may take a few seconds for the page to update.
The tablet loses power or internet connection, or crashes:
You can open the e-signature page in another tab in your browser on your computer and either have the customer select a tip and sign using your computer, or you can do it for them
You may need to push the tip or signature panel back to the e-signature page. To to do so, click the push icon (cloud with arrow) in the Awaiting Signature panel on your computer
If the tablet goes kaput mid-transaction, the transaction may be disrupted. If you seem to lose the transaction, check out the below section.
If it seems all is lost...
It's probably not. If you've seemed to lose track of a transaction, on your computer, go check out the Pending Transactions page and see if the transaction you lost is there. Left-hand Navigation: Point of Sale » View Pending Transactions.
- Before you do ANYTHING with the transactions on the Pending Transactions page... GO to the customer's page and look at their transaction history to be sure they were not already charged for this bill. If you (or somebody else) had multiple fails on this transaction, it is possible one went through without you knowing about it. Please check their receipts before either resuming or deleting one of these transactions!!
- If you try to view a receipt but receive an "Oops" error, this transaction has not been completed and will be found on the View Pending Transactions page.
- Now, to push the signature panel back out to the tablet, click the black and white 'cloud and arrow' icon to the left of the transaction you want to resume.