Troubleshooting: Sales Overview & Reporting

Having issues reviewing past sales? Find solutions below.

Common Issues#

Problem: Sale Not Appearing in Review Sales#

Symptoms:

• Know sale exists
• Can’t find in Review Sales list
• Missing from expected date

Solutions:

Solution 1: Check date and filter settings

Date:

• Use Previous Day / Next Day buttons
• Or Select Date to choose specific date
• Verify looking at correct day

Filters:

• Press Display Filters
• Check if filters limiting results:
  • “Only My Sales” (clerk filter)
  • “Only this POS” (till filter)
  • “Only Open Sales” (status filter)
• Clear unnecessary filters

Solution 2: Confirm sale synced to local database

If sale just completed:

• May take moment to sync
• Wait 10-30 seconds
• Refresh Review Sales window

If from another till:

• Check Device Mesh connection
• Sale must sync across tills
• May take longer if network slow

Solution 3: Ensure correct till or device mesh selected

Check:

• Are you on the till that processed sale?
• If not, is Device Mesh active?
• Are tills on same network?

If sale on different till without mesh:

• Must go to that specific till
• Or enable Device Mesh for cross-till visibility

Problem: Shift Report Not Printing#

Symptoms:

• Press Shift Report button
• Nothing prints
• No error message

Solutions:

Solution 1: Verify receipt printer connection

Check:

• Printer powered on
• Paper loaded correctly
• Connection cable secure (USB/network)
• Printer online status

Test:

• Print test receipt
• If test fails, fix printer first
• If test works, try shift report again

Solution 2: Confirm function button mapped

Verify:

• Shift Report button exists on keyboard
• Button properly configured
• Assigned to correct function

Solution 3: Check printer paper and error messages

Look for:

• Paper jam
• Paper roll empty
• Printer error lights
• Till error messages

Fix:

• Clear any jams
• Replace paper
• Clear error messages
• Retry print

Problem: Payment Method Cannot Be Changed#

Symptoms:

• Try to change payment on past sale
• Button not available or greyed out
• Cannot select new payment method

Solutions:

Solution 1: Check if sale is integrated EFTPOS

EFTPOS payments cannot be changed.

Why:

• Processed through bank
• Transaction already settled
• Security/compliance restriction

Workaround:

• Must process refund
• Then re-ring with correct method

Solution 2: Reverse payment and reapply

For eligible payments (non-EFTPOS):

1. Open Review Sales
2. Select the sale
3. Click payment in receipt section
4. Press Correct Payment Method
5. Select new method
6. Confirm

Eligible methods:

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

Q: Can I review sales from another till?#

A: Yes - if connected via Device Mesh.

Requirements:

• Tills on same network
• Device Mesh enabled and active
• Database synced

How it works:

• Connected tills share sales data
• Can view any till’s sales
• Must be in same location

If not seeing other till sales:

• Check Device Mesh status
• Verify network connection
• Ensure tills in same location/group

Q: Can I recall a finalized sale?#

A: No - only specific sale types can be recalled.

Can recall:

• Held sales (temporarily saved)
• In-progress sales
• Cancelled sales

Cannot recall:

• Finalized sales (payment complete)
• Completed transactions
• Historical sales

Why:

• Finalized sales are permanent records
• Cannot be modified after completion
• For adjustments, use refund process

Q: Can I change payment method after printing?#

A: Yes - but not for integrated EFTPOS.

For eligible payments:

1. Open Review Sales
2. Find the sale
3. Select payment
4. Press Correct Payment Method
5. Choose new method
6. Confirm

Limitations:

• Cannot change EFTPOS
• Sale must be finalized
• Only certain payment types

Still Having Issues?#

If your problem isn’t listed here:

1. Check the full guide for Sales Overview & Reporting for detailed instructions
2. Verify Device Mesh connection if looking for other till sales
3. Check date and filters in Review Sales
4. Test printer with simple receipt first
5. Contact Paimnt support for assistance