Troubleshooting: Special Sale Actions

Having issues with holding, recalling, or cancelling sales? Find solutions below.

Common Issues#

Problem: Can’t Recall a Held Sale#

Symptoms:

• Hold/Recall button not working
• Can’t select held sale
• Recall button greyed out

Solution:

Check if sale is currently in progress.

Rule: Must complete, hold, or cancel current sale before recalling another.

Steps:

1. Check order view for active sale
2. Complete the current sale (finalize payment)
3. OR hold the current sale
4. OR cancel the current sale
5. Then recall the held sale

Problem: Can’t Cancel a Sale#

Symptoms:

• Cancel button greyed out
• Error when trying to cancel
• System won’t allow cancellation

Solution:

Check if payment has been applied.

Rule: Can only cancel sales with NO payments.

If payment applied:

• Use refund process instead
• Cannot cancel sales with payments

If no payment applied:

1. Press Cancel Sale button
2. Confirm “Yes”
3. Sale should cancel successfully

Problem: Can’t Run End of Day Z Read#

Symptoms:

• Z read blocked
• Error message about held sales
• System won’t close day

Solution:

Complete all held sales first.

Check held sales:

1. Look at held sale counter (top bar)
2. Note the number of held sales

Recall and complete each:

1. Press Hold/Recall button (or counter)
2. Select first held sale
3. Press Recall
4. Complete or cancel the sale
5. Repeat for all held sales

Verify:

• Held sale counter should show 0
• Then run Z read

💡 Tip: Make it routine to clear held sales before end of day.

Problem: Hold/Recall Button Not on Keyboard#

Symptoms:

• Can’t find Hold/Recall button
• Button missing from keyboard
• No way to hold sales

Solution:

Add button to keyboard layout.

Steps:

1. Go to Keyboard Setup in HQ
2. Open your keyboard template/layout
3. Add Hold/Recall function button
4. Position where easy to access
5. Save keyboard

Verify:

• Button appears on till
• Test holding a sale
• Test recalling a sale

Problem: Accidentally Cancelled Sale#

Symptoms:

• Cancelled wrong sale
• Need to recover cancelled sale
• Customer still wants to complete

Solution:

Recall the cancelled sale.

Using Review Sales:

1. Press Review Sales button
2. Find cancelled sale in list
3. Click on the sale
4. Press Recall button (top right)
5. Sale is no longer cancelled
6. Continue or finalize as normal

✅ Best practice: Cancelled sales remain in history and can always be recalled.

Problem: Too Many Held Sales, Can’t Track#

Symptoms:

• Held sale counter shows high number
• Forgotten what each sale was for
• Confusion about which customer

Solution:

Minimize held sales:

1. Complete sales as quickly as possible
2. Don’t hold unnecessarily
3. Use table sales for restaurant orders instead

Find specific held sale:

Method 1: Review Sales

1. Press Review Sales button
2. Filter to show held sales only
3. View details to identify customer
4. Recall the correct one

Method 2: Recall and Check

1. Press Hold/Recall button
2. Recall first sale
3. Check if it’s the right customer
4. If not, hold again and try next

💡 Tip: Keep held sales under 3-5 at a time.

Problem: Held Sale Doesn’t Print to Kitchen#

Symptoms:

• Held sale but kitchen didn’t receive order
• Food not being prepared
• Customer waiting

Solution:

This is expected behavior.

⚠️ Important: Holding does NOT print to kitchen.

Why: Held sales are temporary - customer may change mind or not return.

To print to kitchen:

• Complete the sale (finalize payment)
• OR use table sales for restaurant orders

For restaurant orders:

• Use table sales instead of hold
• Table sales print to kitchen when saved
• Better for dine-in orders

Q: What’s the difference between holding and cancelling?#

A:

Holding:

• Temporary save for completion later
• Customer will be back
• Keep sale active but out of way

Cancelling:

• Remove sale no longer needed
• Customer changed mind or mistake
• Still in history, can be recalled

Both can be recovered if needed.

Q: How many sales can I hold at once?#

A: No hard limit, but keep to minimum.

Recommendations:

• Keep under 3-5 held sales
• More = harder to track
• Check counter regularly
• Recall as soon as customers ready

Q: Can I hold a sale with partial payment?#

A: System allows it, but use caution.

Best practice:

• Complete sales with payments applied
• Only hold if absolutely necessary
• Risk of confusion or errors

Safer approach:

• Take full payment before holding
• OR don’t apply any payment until ready to complete

Q: Do held sales appear on other tills?#

A: Depends on setup.

With Device Mesh:

• Held sales may sync across tills
• Check your system configuration

Without sync:

• Held sales stay on same till
• Must recall from where held

Still Having Issues?#

If your problem isn’t listed here:

1. Check the full guide for Special Sale Actions for detailed instructions
2. Verify Hold/Recall button is on keyboard
3. Ensure no sale in progress before recalling
4. Test with practice sales first
5. Contact Paimnt support for assistance