Help guide for Acendy POS

Acendy POS Help Guide

This article provides a walkthrough of the setup and functions of the Acendy POS. It also includes important information about payouts and accounting.

Get started

Download the app from AppStore

To use the POS, you must first download the "Acendy POS" app on your iPad or iPhone. The app can be downloaded by searching in the AppStore.

Tip: When you open the app for the first time, you will be asked for permission to use your location. For the POS to work, you must select "Allow while using the app".

Logging into the POS

To log in to the POS, use the same username and password as for the control panel. The shop's address does not need to be specified, as the POS automatically identifies the shop associated with the user. If you have multiple shops with the same username and password, you will have the option to choose which shop you want to log in to.

Do you have multiple POS points in the shop?
If you want to use multiple POS points in the shop, you must log in with unique users for each POS point.

Setting up the payment terminal

For more detailed information about setting up and using payment terminals, go to this help article.

You have been sent a payment terminal of the type V400m or S1000. The terminal is supplied by Verifone or Castle via our partner Adyen.

The connection to the POS is via Adyen's servers, and as long as the terminal is connected to a wireless network, you will be able to connect the terminal to the POS via the app.

V400M

How to connect the terminal to a network

To be used, the terminal must be connected to a wireless network.

On the terminal: 9 > Green > Pin code > Green > Network > Wi-Fi

Then press + to connect to a new network.

Note: The terminal is connected to the network when a symbol for Wi-Fi, a cloud and a green dot are displayed next to the Wi-Fi signal. If, for example, a red line is displayed, it indicates that the password is wrong. The solution then is to press i, then forget the network and reconnect.

How to connect the terminal to the POS

The first time you log in to the POS, a startup guide appears. This helps you connect to the terminal and receipt printer.

If you do not get the guide, or closed it before completion, follow the steps below:

• Press the terminal symbol on the right in the top line.
• In the menu that appears, press Connect to terminal.
• Connect to the terminal to be used in the POS.

Caution: If the terminal is not displayed, it may indicate that the terminal is not online or needs an update.

S1000

How to connect the terminal to a network

To be used, the terminal must be connected to a wireless network.

1. On the terminal, press: Gear symbol (settings) > Network > Pin code > Wi-Fi.
2. Then find and press your network, enter the WiFi password.

It will say "Connected" under the network name when it is connected.

How to connect the terminal to the POS

Tip: The terminal is connected to the POS in the same way as V400m. See the guide above.

Included equipment

Receipt printer

To connect the receipt printer to the iPad, use a standard USB A > Apple charging cable. When the receipt printer is connected to power, turned on and connected to the iPad with the cable, you can connect the printer by following these steps: Go to Main Menu and select "Connect printer". In the menu that appears, select "TSP143III".

Tip: If you are using a Bluetooth printer, you can connect it to the iPad via Bluetooth. Then connect it to the POS by selecting "Connect printer" in the menu.

Cash drawer

To connect the cash drawer to the POS, use the receipt printer as an intermediary. Follow these steps to connect the cash drawer:

1. Insert the cash drawer's network cable directly into the receipt printer.
2. Go to Main Menu on the POS and select "Settings".
3. Find and open the settings for "Payment".
4. Check the cash drawer's settings in this menu.

In this way, you can correctly connect the cash drawer to the POS using the receipt printer.

Scanner

To connect the scanner to the iPad, follow these steps:

1. Go to the iPad's Bluetooth settings.
2. Make sure Bluetooth is enabled.
3. Hold down the yellow button on the scanner for 10 seconds to activate the Bluetooth connection.
4. Find the device named "Barcode Scanner" in the list of available devices.
5. When the device "Barcode Scanner" appears in Bluetooth settings, select it to connect the scanner to the iPad.

In this way, you can connect the scanner to the iPad using the Bluetooth connection.

Products and categories

Below we go through various ways you can add products to the shopping cart, as well as how you can showcase selected products and the category in the POS.

Add product

Products can be added to the shopping cart in several ways. You can find products via categories, search for the product's name, item number or by scanning the barcode in the POS.

Manual product

You can add a manual product by pressing New product in the shopping cart. Remember to check that the product gets the correct VAT class.

Product image in shopping cart

If you want to use a product image (thumbnail) on the item lines in the shopping cart, you can activate this via Main Menu > Settings > Display.

Featured products

Featured products you will now control/determine directly in the POS ↓

1. Click on the product info button in the product box
2. Click on the star icon next to the product's title

Favorite categories/bookmarks

The location of favorite categories has been changed. These will now be placed under the navigation bar, as bookmarks in a regular browser ↓

To bookmark a category, press the settings icon and then the star icon for the desired categories ↓

Order processing

Read the various ways you can handle orders in the POS.

Discount

Discount can be added in two different ways.

1. Discount is added by changing the price of an item line.
   Press the desired item line → Change price
2. Discount can be added by giving a discount on the entire purchase.
   Press "% discount" in the shopping cart to give a percentage discount on the entire purchase.

Sale of gift cards

You can now sell gift cards without clicking on the gift card product. You can now click on the Add icon (+) in the shopping cart and select gift card. You can still use the gift card product. You will then be sent to the new function.

Exchange tag

Now you can finally print exchange tags on Acendy POS. The exchange tag is linked to the order that is rung out, and the scan code on the exchange tag is the same as on the receipt. When you scan an exchange tag, you get options for returning, in the same way as when you scan a receipt.

Here's how to print an exchange tag:

1. Complete the order as normal.
2. When you have completed the order, you will get a new option called Receipt + Exchange tag ↓
3. Click on Receipt + Exchange tag. The receipt is printed first, and you get an option for which products you want an exchange tag for. If you have purchased several of one product, you can choose how many exchange tags should be printed for the given product ↓

Tip: You can also print an exchange tag via Main Menu > Last orders.

Return

Returns can be entered in several ways. It can be done by searching for or scanning the customer's receipt, finding the product in the product catalog or by entering a product manually. For manual returns, a minus must be entered in the price field. The number of products to be returned is entered as normal.

Note: It is not possible to partially refund an amount on an item line. If an item line is to be partially refunded by card, you can send an e-mail to kundeservice@acendy.no

Refund to card

Find the original order via Main Menu > View last orders, search for the original order via Main Menu > Search for order, or scan the receipt if the customer has the original receipt with them.

1. Choose which products to return/refund
2. When the products have been added to the POS, press the payment button Card to complete.
3. Receipt is printed.

Tip: The seller should state that the money will arrive in the account within 3-4 working days.

What happens if a refund fails?

The most common reason why a refund may fail is if the account balance with the acquirer (Adyen) is lower than the amount you are trying to refund. This can happen, for example, if you have low/no turnover for a period and have been paid out all card payments.

For shops with a daily/even turnover, this will be less likely.

We recommend anyway to add a "buffer" with the acquirer for an optional amount that will then always be held back upon payment, to ensure that there is always a given sum available for refunds. This can be compared to always having a given sum in the change box. You can withdraw or adjust this buffer at any time. Then you contact customer service (at Acendy).

To set up such a buffer, contact customer service via chat or e-mail

If a refund fails, you will get a warning lamp in the header (at the top of the app).

When you press this, you will be sent directly to View last order > Refunds.

Here you get information and guidance on contacting customer service. When you have notified customer service, you can press the three dots next to status. Here you can manually set the status to Under investigation and add a comment if desired.

The warning lamp in the header will now disappear, and customer service will contact you as soon as they have investigated the refund.

Search on EAN code

Now you can choose to search for products on EAN codes, either by scanning the barcode, or by entering the EAN code in the search field. This makes it easier to, for example, check the stock of a specific size of a product. You can scan the product and then check the product information. Previously, the product would always be added directly to the shopping cart when scanning a barcode, also in the search field.

The new function can be found when you press the search icon. You now get an option to search on EAN. Check this box and scan the barcode. The product will now appear as in a regular search.

Order on hold

Orders that are put on hold will now be displayed via a new icon in the header, next to the terminal icon. When you have one or more orders on hold, a P icon (parked order) will be displayed. Press the icon to bring up the list of parked orders.

Search for receipt

If the customer for various reasons wants a copy of receipts, this can be done via the POS.

Press Main Menu, then select View last order or Search for order.

Troubleshooting

Here we go through simple troubleshooting that helps you get started quickly.

Problems with logging in

If you experience problems with logging into the online shop, you can follow the guides below for simple help.

Empty cache

If you experience strange errors in the app itself, you can try emptying the cache to see if it helps.

Remember to connect to the terminal and receipt printer after you have emptied the cache.

Reset shop

If it does not help to empty the cache, you can try to do a reset of the shop.

1. Step 1: Double-click on the iPad's home button.
2. Step 2: Swipe away the POS so that it does not run in the background.
3. Step 3: Scroll down to the app "POS".
4. Step 4: Press "Reset shop" so that it lights up green.
5. Step 5: Open the POS and log in with your user information.

Remember to connect to the terminal and receipt printer when you have logged in.

Test the connection to the network

Since the POS is network-based, it is very important that you have a stable network connection. The POS has a built-in test that checks the connection status to your network. The network test can be found under Main Menu (three lines at the top left of the app) > Settings > Other > Test internet connection

Accounting

Z report

When you start the POS sale, a session must be created. This is done by pressing Start POS sale via the POS's main menu.

When the day ends, press Stop POS sale at the same menu item

Example of Z report

[Example Z report content would go here if provided]

Accounting

In addition to the Z report, you have access to a monthly report for the POS in your control panel. This can be found by pressing Reports > POS > Accounting report. This can be used by an accountant.

Understanding Your Payouts

Who processes the payouts?

Your payouts are managed through our partnership with Adyen. Adyen is a rapidly expanding Dutch company that provides payment processing services to a wide range of well-known businesses, including Spotify, Elkjøp, and eBay. You can find more details about Adyen on their website: www.adyen.com/about

When will I receive my funds?

Adyen initiates daily payouts from Monday to Friday. However, there's a processing delay of 2-3 business days. This delay is due to the standard processing times for Visa and Mastercard transactions, which typically take around two business days to finalize.

In practical terms:

• A sale completed on Monday will generally be paid out on Wednesday or Thursday.
• Sales made on weekends and public holidays will take a bit longer. For example, a purchase made on Thursday will typically be paid out on the following Monday or Tuesday.

Where can I find payout reports?

Detailed payout reports are available in your control panel once the funds have been disbursed by Adyen. You can access these reports by navigating to: Reports > Point of sale > Payout report

These reports provide a breakdown of your transactions, including any associated transaction costs.

FAQ

How to activate Vipps in the POS

Vipps is activated by navigating to Main Menu > Settings > Payment.

How to activate cash payment

Cash payment is activated by navigating to Main Menu > Settings > Payment

Multiple POS points?

It is perfectly fine to have multiple POS points with us. There are a couple of things that are important to think about.

1: You must use unique e-mail addresses when logging in to each POS point. This is important to separate the sessions from each other.

2: Separate Z reports will be created for each POS point and the settlement must be taken on each POS.

3: The payout report will not distinguish between the POS points in any way other than a reference to the various Z reports.