Problem solving
- 21 Aug 2024
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Problem solving
- Updated on 21 Aug 2024
- 2 Minutes to read
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- DarkLight
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Payment approved but no order at checkout?
On rare occasions, it happens that the payment is completed at the bank terminal or Vipps without an order being created in the POS. How this is handled is described below.
Procedure on bank terminal (V400M)
If this happens at the bank terminal, the transaction must be examined directly at the terminal. See guide below.
1:8 → Green Circle → History |
2: Tap into the transaction in question, scroll until you find the Final state and Capture statuses. |
3: If Final state has status Approved , and Capture has status Late , the transaction is complete and the customer will be charged. |
4: In the same menu on the terminal, find the Merchant reference and write it down as a note. |
How to register the sale at checkout
Create a manual order with corresponding products or amounts and complete the purchase in cash. Then send the information to us via the contact form below.
What if the transaction is not complete?
If the Final state has a status of Cancelled or Declined, the transaction is cancelled and the customer must complete the purchase again.
Procedure Vipps
If this happens with Vipps, the procedure is slightly different. The first thing to do is to check the customer's receipt in Vipps to see if the payment has been completed. The history can be found in the Vipps app Payments > History.
If the status is Approved , the transaction is ok. Feel free to write down the reference behind Orders in the history.
How to register the sale at checkout
Turn out the sale as cash, send the new order number and the order reference on the customer's receipt to kundeservice@mystore.no titled "Order not created - Vipps"
Connection terminal
In the top bar of the POS there is a symbol that represents the connection status between the POS and the terminal.
- Green status: The terminal is connected and ready to use
- Red status: Unknown, terminal is visible but unable to connect
- Gray status, Gone, the terminal is not visible to the checkout
Follow the guide below in case of grey or red status
To get into the main menu of the terminal, do the following:
9 → Green Circle → Pin-code → Green Circle (V400m)
1: Check that the terminal and iPad are online. At the terminal Main menu > Network > Wi-Fi. | 2: Check your terminal's connection via PSP. Main Menu > Network > Diagno-Safe > PSP > Connection | 3: Go to step 4 if the result of the PSP test does not change with "Success". When successful, the terminal is connected to your network. | 4: Restart of the equipment Terminal Main menu > Shut Down. Router Power is disconnected in 10-15 sec. |
FAQ
Long load time or completely white screen?
If the checkout is spending a long time on tasks or displays a completely white screen, it could be a sign that there is a slowness on the network. Another explanation could be that the app needs a restart.
iPad keyboard not showing up?
If you have a wireless scanner connected to your iPad, this will be able to override the iPad's built-in keyboard. To bring out the keyboard, it may help to press the scanner button twice (important not to scan anything here, feel free to scan straight into the air).
Updates
It is very important to keep equipment up to date. We recommend checking for updates on the terminal, iPad, and POS app periodically. Also reminds that the POS app requires the latest version of iOS to work optimally.
To update the terminal
9 → Green → Pin-code → Green → Software Update
Current
For the terminal to work optimally, it is important that the battery level does not go below 10% power. Keep the terminal connected to power at all times.
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