How can we help?

Keep the till’s current work and payment evidence intact before closing, refreshing or changing the app/browser route.

Before leaving the session

1. Check the current basket. Complete the intended sale or use Park / Recall for unfinished unpaid work. Resolve any uncertain payment before changing or setting aside its basket.
2. Review saved-sale results and resolve any payment that still needs review.
3. Check local order/sync status. Keep the local order references and follow the local-orders guidance if anything is waiting to sync.
4. Use Z Report for end-of-day reporting, checking the intended till point and any optional fixed opening float configured for it. Complete the shop’s cash-count and reconciliation records separately; closing a window is not a Z report or confirmation of reconciliation.
5. Use the normal close or lock process agreed for that device only after these checks.

When reopening

1. Use the intended shop icon, browser profile or app.
2. Check the shop, till-point identity, user, connection and selected terminal.
3. Review any pending local order or recovery message before taking another sale.
4. Confirm the working printer/scanner/payment route for the shift.

Example: an order is waiting to sync

Preserve the order reference and device data and investigate its actual status. Do not clear storage, reinstall the app or create another sale merely to obtain a server record.

If a refresh seems necessary

Record the problem and check unsaved work and local orders first. Ask support for the appropriate recovery step where the payment or save result is uncertain. A hard refresh or force-close is not proof that data has synchronised or refreshed correctly.

Local orders and backups · Payment review · X/Z reporting.

Catalogue updates and saved orders are different checks

If a product name or price looks old on the till, compare it with the intended saved product and outlet in Builder. If a sale is waiting to reach Builder, inspect the local order’s status and backup controls. Refreshing product information is not confirmation that a particular order has reached the server.

Refresh catalogue data when that is the intended task

1. Check the exact product or option, its saved details and the till’s shop/outlet before planning a refresh.
2. Resolve any uncertain payment and review local orders first. Finish or deliberately park unfinished unpaid work; do not discard a basket containing an uncertain payment just to make a maintenance action available.
3. Confirm the till is online. For an authorised user with the maintenance controls available, open Service → Advanced → Maintenance.
4. Choose Refresh catalogue data for an intended catalogue update. The adjacent Reset device ID and Refresh application files actions are different tasks, not alternative refresh buttons.
5. Read the result. If it says Catalogue not refreshed. Check connection and empty the active basket first., check those conditions without discarding unresolved work. Keep the exact message for support if the issue remains.
6. After a reported refresh, find the same product or option and compare the intended details before continuing. Check the order’s server record separately when investigating a missing sale.

If the maintenance controls are unavailable, ask the shop administrator for the appropriate route. Do not clear browser storage, reset the till’s identity or record another sale to force a catalogue update.