Troubleshooting: Adjusting Sales

Having issues adjusting payment methods? Find solutions below.

Common Issues#

Problem: Correct Payment Method Button Not Available#

Symptoms:

• Button greyed out
• Cannot click to change payment
• No option to adjust

Solution:

Check 1: Is sale finalized?

• Sale must be 100% complete
• All payments applied
• Amount due = $0
• Cannot adjust in-progress sales

Check 2: Is payment integrated EFTPOS?

• EFTPOS payments cannot be changed
• Only cash or manual HQ-set methods
• This is security/banking restriction

Eligible payments:

• Cash
• Manual card entry
• Vouchers
• Gift cards
• Other HQ-configured methods

Not eligible:

• Integrated EFTPOS transactions
• Card reader payments
• Any automated card processing

Problem: Change Not Reflecting in System#

Symptoms:

• Select new payment method
• Confirm change
• System still shows old method

Solution:

HQ payment method not properly configured.

Check HQ setup:

1. Go to HQ → Site → Payment Methods
2. Verify payment method exists
3. Check method is active/enabled
4. Ensure proper configuration

Test method:

1. Try using payment method on new sale
2. If works on new sale, should work for corrections
3. If doesn’t work, fix HQ configuration first

Common issues:

• Payment method archived
• Method not assigned to location
• Incorrect settings

Problem: Error When Trying to Confirm Change#

Symptoms:

• Select new payment method
• Press confirm
• Error message appears
• Change doesn’t save

Solution:

Selected method disallowed for this sale.

Possible reasons:

1. Payment method restricted by permissions
2. Method not compatible with sale type
3. Surcharge calculation issue
4. System validation error

Try:

• Choose different payment method from list
• Verify method works on new sales
• Check user permissions
• Review method configuration

If persists:

• Try simpler payment method (cash)
• Check system logs for specific error
• Contact support with error message

Q: Can I change integrated EFTPOS payments?#

A: No - security and banking restriction.

Why not:

• EFTPOS processed through bank
• Transaction already settled
• Cannot retroactively change
• Banking compliance requirement

Workaround if needed:

1. Process refund for EFTPOS payment
2. Re-ring sale with correct payment method
3. More complex but only option for EFTPOS

What CAN be changed:

• Cash payments
• Manual card entry
• Vouchers, gift cards
• HQ-configured manual methods

Q: Will surcharges adjust automatically?#

A: Yes - automatic recalculation.

How it works:

1. Old payment method surcharge removed
2. New payment method surcharge applied
3. Receipt totals update automatically
4. Customer sees correct final amount

Example:

Original: $100 + 2% surcharge = $102 (Credit Card)
Changed to: $100 + 0% surcharge = $100 (Cash)
System auto-adjusts: $102 → $100

No manual calculation needed.

Q: Do I need to refund and re-enter sale?#

A: No - direct correction available.

Old way (not needed):

1. Process full refund
2. Re-ring entire sale
3. Apply correct payment method
4. Time-consuming and error-prone

New way (use this):

1. Open Review Sales
2. Select sale
3. Press Correct Payment Method
4. Select new method
5. Done - takes seconds

Benefits:

• Faster
• Less error-prone
• No customer inconvenience
• Cleaner reporting

Still Having Issues?#

If your problem isn’t listed here:

1. Check the full guide for Adjusting Sales for detailed instructions
2. Verify sale is finalized (not in-progress)
3. Confirm payment is not EFTPOS
4. Check payment method setup in HQ
5. Contact Paimnt support for assistance