Frequently Asked Questions¶

Common questions, error messages, and solutions for all register operations - organized by workflow stage.

Navigation: Help → FAQ or Search documentation

What should be done if login fails?

Username and password should be verified as correct. The register connection to the network should be checked. If the device is new, the Register Key should be obtained from POS Administration under Stores → Register Connections. A manager should be contacted if login continues to fail.

The message says "The register associated with this device is currently disabled." What does this mean?

The register record has been switched off in administration. Contact your manager - they must re-enable it before you can work.

The message appears "You have an open drawer on register {n}. Please close it before logging into this register."

This means another register session has the drawer open. The other register should be accessed and the drawer should be closed before logging in here. If the other register is not available, a manager should be contacted.

The message says "This clerk is already logged into register {n}."

The account is already signed in elsewhere. Only one login per clerk account is allowed at a time. The other register must be logged out from first.

What is a "Sale Login" dialog and why can't I close it?

Some registers require login for every individual sale. This dialog has no close button and Esc won't work - you must enter your credentials to continue.

Opening Your Drawer¶

When does the cash count dialog appear?

When Process Sales is selected from the Home screen, the Cash Count dialog opens immediately. This is where the starting cash amount is entered.

The expected amount doesn't match the count. What should be done?

The actual counted amount should be entered. If it differs significantly from expected, the **Override Amount** button should be used. Manager authorization will be required, after which the system shows "Override authorized - the amount may be edited."

I see "All available drawers are in use by other clerks. Please wait for a drawer to become available."

All physical drawers are claimed by other cashiers. Wait for another clerk to close out, or use a different lane if available.

The message says "{Clerk} has a detached drawer session. Please wait for them to close their drawer."

A previous clerk left a session open (system restart, unexpected close, etc.). That clerk must return and close the drawer properly. Contact your manager if the clerk is not available.

What does "There are no available drawers on this register to use" mean?

The register has no free drawer configured. This is a setup issue. Escalate to your manager.

My drawer session was interrupted and now it says "Your drawer session is closed."

Return to Home and select Process Sales again. If your session was detached (not closed), the system reattaches it and you won't be asked to count again.

Can the starting cash amount entry be skipped?

No. The starting amount is required to open the drawer. The till should be counted and the amount entered, or Override Amount should be used with manager approval.

The Sale Screen¶

What are the five regions of the Sale screen?

Header (item scan, shipping button, badges), Customer Info panel, Sales List grid, Sale Summary sidebar, and Action Grid at bottom. All stay visible throughout the sale - no hidden menus.

How are items navigated between in the sales list?

**↑** and **↓** arrow keys should be used to move between lines. All line-level actions apply to the selected line.

What do the indented rows under items mean?

Discounts and comments appear as sub-rows beneath their parent item. This shows how each price was calculated.

Adding Items¶

An item cannot be found when searching. What should be tried?

Different search terms should be tried (product name, SKU, barcode, or partial match). If still not found, F12 should be used to search across all locations. A manager should be consulted if the item is discontinued or out of the system.

The message says "Item not available at this location."

This item is in the system but not stocked at your current location. Open Item Lookup and tick **Search across all locations** (F12) to find it elsewhere.

I get "Multiple items match '{code}'. Please select from the Item Search dialog."

The barcode or code matches more than one item in the system. The Item Lookup dialog opens - select the correct one from the results.

The message says "The sale quantity for this item exceeds the quantity available."

The item is in low stock or out of stock. The dialog shows the available quantity. Either reduce what you're adding or source it from another location.

What if an item requires additional information?

The **Add Item** dialog appears with *"This item requires additional information."* Enter Quantity, Unit Price, and Description, then click Accept.

How do I add the same item twice on separate lines (not increase quantity)?

Use the **New Item** command - it forces the next scan onto its own line. The **New Item** badge in the header shows it's armed.

Changing Item Quantities & Prices¶

How is an item's quantity changed after it has been added?

The item should be selected and F6 should be pressed, or **Change Quantity** should be clicked. The dialog shows fields for Quantity, Price, and Description - all three can be adjusted at once.

Price changes are not allowed. Why is the Price button greyed out?

The role lacks permission to override item prices. This is a security restriction. A manager should be asked.

I want to apply a discount to one item. What's the difference between discounting the item vs. the whole sale?

**Discount Item** (F4) applies to just that line. **Discount Sale** (F3) applies to the entire transaction and spreads across eligible lines.

The discount won't apply and I get "You need to specify either a discount amount or a percentage."

You left both fields blank. Enter either a percentage (like 10) or a dollar amount (like 5.00), not both.

How can an item be removed completely?

The item should be selected and F2 should be pressed, or **Void Item** should be clicked. Confirmation is needed to remove it. If voiding was done by mistake, the item should be re-added by searching for it again.

I set a serial or lot number and got an error. What does "Serial/lot number not found for this item at this location" mean?

The entered number does not exist in inventory for this item at this location. The number should be checked, or the list should be browsed rather than typing.

The message says "The selected item is not a serialized item."

This item doesn't require or track serial numbers. You don't need to enter one - continue with the sale.

I get "Insufficient quantity available for this serial/lot number."

That specific serial or lot doesn't have enough stock. Choose a different lot, or reduce the quantity.

Customers¶

Must a customer be added to every sale?

No. Guest (cash) sales are allowed. Customer information is optional but recommended for loyalty tracking and purchase history.

A customer was searched for but is not in the system. What should be done?

**Add Customer** should be used to create them during the sale. At least First Name or Last Name should be entered (one is required). Other fields are optional.

What's the minimum information to create a customer?

Either First Name or Last Name (at least one is required). Company, phone, email, and address are optional but helpful.

Can customers be searched by phone number?

Yes. Search works by name, phone, email, company name, and customer ID. Partial matches can also be used.

Customer information cannot be edited. Why?

Only managers and administrators can edit customers. A manager should be asked to update the record.

What if customer creation fails with a validation error?

Ensure First Name OR Last Name is filled (at least one required). Remove special characters and simplify data. Ask manager if error persists.

The message says "No field placements configured for Customer."

The customer form hasn't been set up in administration. A manager needs to configure the fields before customers can be created. Ask your manager.

How is a customer's purchase history viewed?

After selecting a customer, **History** or **Customer History** should be clicked. **Customer Sales History** or **Store Sales History** should be chosen, then filtered by transaction count, date range, specific item, or transaction number.

After attaching a customer, a dialog popped up with notes or comments. What is this?

These are instructions from the back office passed to the counter. They should be read carefully - they may contain special handling or delivery notes. New comments can be added from the same dialog.

Discounts & Sale-Level Actions¶

What's the difference between item discount and sale discount?

**Item Discount** (F4) reduces one line only. **Sale Discount** (F3) reduces the entire transaction total and spreads the discount across eligible items.

A large discount requires manager approval. How does that work?

The system prompts for manager PIN when a discount exceeds limits. The manager must enter their credentials to authorize it.

Can a customer's class be changed mid-transaction?

Yes. **Customer Class** under Whole-Sale Actions should be used. This changes pricing and tax for the rest of the sale. **Recalculate** should be used afterward to re-price all items.

What does "Recalculate" do?

Re-prices and re-taxes the entire sale. Use this after changing customer, class, or location to ensure all prices reflect the new configuration.

A single item needs to be voided, but "Void Sale" was accidentally clicked instead. Can it be undone?

No. Void Sale clears the entire transaction. All items will have to be re-added. The system does NOT ask for confirmation - a manager should be asked to prevent this in the future.

What is "No Sale"?

Opens the drawer without a transaction, used for making change or operational needs. It records a no-sale event for audit.

The message says "The drawer balance has exceeded the register limit."

Too much cash is in the drawer. Use Cash Pull from the Home screen to remove money. New sales cannot start until the balance is under the limit.

Refunds & Returns¶

How is a refund processed?

**Refund Sale** should be selected. A manager authorization prompt will appear. The sale switches to refund mode (shown by red banner and badge). Returned items should be added. Return information should be supplied (reason, damaged flag). **Tender Sale** should be selected and the refund should be settled.

Can normal mode be switched back to if Refund Sale is accidentally pressed?

No. Refund mode is permanent for that transaction. The only option is **Void Sale** and starting over. There is NO undo.

Why is there no confirmation prompt when Refund Sale is pressed?

The manager PIN requirement is the only safeguard. The button should be pressed carefully - it activates immediately with no warning.

The message says "Item Return is only available for Refund Sales."

You're on a normal sale, not a refund. Press **Refund Sale** first to switch modes, then you can set return information.

I get "Cannot enter return information: the selected item is not saved to the sale yet."

You acted too quickly after scanning. Wait for the item to be added to the sale before setting return info.

The return reason dropdown is empty and I can't proceed.

Return reason codes have not been configured. This is an administration gap, not your error. Contact your manager - reason codes must be set up before refunds can proceed.

What's the difference between a return reason and a damaged flag?

The **reason** determines where the stock goes (selling location, damaged location, or by reason code). The **damaged flag** marks whether it's damaged, sending it to a separate location. Together they route the return correctly.

Can I refund a card payment?

Yes, but it's a "blind refund" - the system issues an independent refund to whatever card is presented (doesn't match the original payment). The card must be present. Some processors don't allow blind refunds.

Once a card refund is processed, can I cancel it?

No. The money has already gone to the customer. It cannot be reversed at the register. If there's an error, contact your manager and escalate to payment support.

Checks are missing from the payment methods on a refund. Why?

The register cannot issue refund checks. Check payments are hidden on refunds only.

I get "Amount exceeds refund total" when tendering.

You're trying to give back more than the refund total. Reduce the change amount.

What does the refund receipt look like?

It's headed **R E F U N D** instead of **S A L E**. Returns appear under a **Returns:** section with minus signs. It may include signature lines for manager or customer. Get signatures where required.

Hold & Recall a Sale¶

What's the difference between saving a quote and voiding a sale?

**Save Quote** parks the transaction temporarily and can recall it later. **Void Sale** discards everything. Use quotes for indecisive customers so they can think it over.

I can't quote an empty sale. Why?

Quotes must contain at least one item. Add items first, then save the quote.

I've already taken payments on the sale. Can I still quote it?

No. The system offers **Copy to Quote** instead, which creates a quote without releasing the payments. You must void the original sale separately to release the payments.

How do I recall a quote?

With an empty sale, select **Recall Quote**. Choose how to find it (Transaction #, Date range, Clerk, or Current Customer). Select from results and the lines load into the sale.

Can I recall a quote on a different register?

Yes. Quotes are stored centrally and can be recalled on any register, not just the one where they were created.

Shipping¶

When should the Shipping screen be opened?

Anytime goods are NOT being carried out by the customer (pick up, ship, or install). Simply opening the screen changes the output from Receipt to Invoice.

What are the four fulfillment methods?

**Carry out** (customer takes now), **Pick up** (from store later), **Ship** (via carrier), **Install** (requires installation service).

The "Customer is present" checkbox is unchecked. What does that do?

If unchecked, all carry-out and pick-up lines automatically promote to Ship. The checkbox controls tax collection point for compliance.

What if the Ship Via (carrier) dropdown is empty?

The carrier list failed to load - it's a connection problem, not a data issue. Exit and retry. Contact IT if it persists.

I entered a custom address and validation failed. Which fields are required?

Address, City, State, and ZIP code are required. Entering Country clears State so you re-select from the correct list.

What does "A location with ID '{id}' already exists for this customer" mean?

This address ID is already saved for this customer. Use a different ID or edit the existing one.

Are addresses checked against a database?

No. There's no postal validation. Address accuracy depends entirely on what's typed - misspelled streets or wrong ZIPs won't be caught.

Freight and installation charges disappeared from the sale. Where did they go?

Freight and installation are added as charge lines using non-stock items. If those items aren't configured, charges are silently dropped. Check cart details - if freight/installation totals don't appear as line items, escalate to manager.

Can I override the freight calculation?

Yes. Press F3 or **Override Freight** in the footer. This replaces per-item freight with a single total. Overriding zeros all per-item charges. Editing any item's freight afterward silently cancels the override.

Do whole-sale discounts reduce freight?

No. Freight and installation charges are excluded from sale-wide discounts by design.

When does a pick ticket print?

Automatically when the sale completes (when you click OK on the receipt screen). There's no manual print. It goes to the Pick Tickets printer slot, which defaults to the report printer.

Taking Payment¶

When does "Complete Sale" enable?

Only when the full amount is tendered. Keep selecting payment methods and amounts until Remaining reaches zero.

Can I use multiple payment types on one sale?

Usually yes. Split the payment across methods. Some methods are "exclusive" and cannot be combined - the system will say so.

What's a "Quick Cash" button?

One-touch cash entry for common amounts ($20, $50, $100, etc.). Press it to instantly tender that amount.

The system says "This payment type must be the only payment used."

That method cannot be combined with others. Remove existing payments before selecting it.

I'm taking a payment on account. How does that work?

Attach a named customer and select Tender Sale with an empty cart. **Payment On Account** shows and you proceed with on-account methods only.

I get "A customer must be selected to process a payment on account."

Attach a customer first. The default cash customer cannot carry a balance - use a named customer.

The message says "This customer is not set up as an accounting customer."

The customer has no accounting ID - they're a marketing-only record. A manager must set up accounting for them.

Tender was backed out of (Cancel was pressed) but a card payment is still active.

Cancel removes new payments but not a live card transaction. The sale must either be completed, voided entirely, or Cancel Last Payment must be used to remove just the card payment.

The cash drawer won't open when I press Enter to complete a cash payment.

The drawer is driven through the receipt printer connection. Check that the printer is powered on and connected.

Receipts & Reprints¶

Receipt vs. Invoice - what's the difference?

A **Receipt** prints for carry-out sales. An **Invoice** prints when the sale has an on-account payment OR any shipping information (even just opening the Shipping screen). The customer determines which prints.

The register asks "Did the receipt print successfully?" What should I answer?

Say **Yes** if it printed. Say **No** if it didn't - the register will reprint automatically.

No Printer appears. What does this mean?

No receipt printer is configured for this register. Ask your manager to set one up.

How do I reprint a receipt from an earlier sale?

With an empty sale, select **Reprint Sale**. Choose document type (Receipt, Invoice, Quote, or Gift Receipt). Find it by Last Sale, Last 10, Transaction #, Date, or Clerk.

The message says "You must clear or complete the current sale before reprinting another sale."

Finish or void the current transaction first. Then reprint requests a clear sale.

I don't have permission to reprint receipts. Why?

Reprint is permission-controlled. Ask your manager.

What's a Gift Receipt?

A receipt without prices shown. Select it when reprinting, then choose which items to include. Useful for gift purchases.

Why would I choose to include only some items on a gift receipt?

If a multi-item purchase is a gift but one item is personal, include only the gift items on the gift receipt.

Cash During the Shift¶

What's the difference between No Sale, Cash Add, Cash Pull, and Pay Out?

**No Sale** opens drawer without transaction. **Cash Add** records money brought in. **Cash Pull** removes money mid-shift. **Pay Out** records money paid out with a reason.

Why can't I use No Sale to pull cash?

No Sale opens the drawer but doesn't record removal amount. Use **Cash Pull** to formally remove and track cash.

For Cash Add, do I have to count it by denomination?

Depending on setup: either enter a single total in **Add Cash**, or count denomination-by-denomination in **Cash Add - Currency Count** (paper and coins separately).

A pay-out needs to be recorded but "An open drawer was not found for this user." appears.

No active drawer session exists. One should be opened by selecting Process Sales from Home first.

Pay Out requires an amount to be "positive." What does that mean?

Zero and negative amounts are rejected. Enter a positive number only.

The pay-out reason dropdown is empty and I can't proceed.

Pay out reason codes haven't been configured. A manager must set them up in administration before pay-outs can be recorded.

I don't have permission to add/pull/pay out. What do I do?

Ask your manager to perform it or to authorize you.

End of Day¶

When should I print the X-Tape?

Anytime for a mid-shift check (like before lunch). It shows current shift summary without closing the drawer.

What's the difference between X-Tape and Z-Tape?

**X-Tape** is a mid-shift check only (doesn't close drawer). **Z-Tape** closes the drawer and finalizes the shift.

What procedure does closing use - simple close or currency close?

This depends on store setup. Your manager determines which procedure to follow.

Simple close: It asks for the counted cash total. What should I enter?

Count all cash in your drawer and enter the total. The system compares to expected and shows discrepancies.

Currency close: The Z-Tape prints first. Why?

The Z-Tape serves as the official record of all transactions. It's verified before you count cash.

In currency close, I'm counting denomination by denomination. What's "Over" vs "Short"?

**Over** means you have more cash than expected for that denomination. **Short** means you have less. Both are noted.

Do I have to print the close report?

Yes. It's the official record of your drawer reconciliation. Keep it for audit purposes.

I can't close - the message says "Till Bag # is required."

Enter the till bag number in the currency close screen. This tracks which physical bag the cash was counted in.

The message says "Cash amount cannot be negative."

You entered a negative number. Enter only positive amounts.

The tender table shows "ERROR - unmatched payments." What does this mean?

The system found discrepancies between expected and actual for some payment types. Do NOT force the count through. Investigate and contact your manager to resolve.

Can I cancel the Z-Tape if I make a mistake?

Yes, but this typically requires manager authorization and should only happen on instruction. Cancelling the Z-Tape prevents normal end-of-day processing.

I don't have permission to close the drawer.

Only authorized staff can close. Ask your manager to authorize you.

What if I log out without closing my drawer?

The drawer stays open in the system. The next operator will have trouble opening theirs, causing delays. Always close before logging out.

Can I reprint a cash count from a previous day?

Yes. From Home, press F12 or use **Reprint Cash Count**. Choose the count date, press F3 to search, and select the count to reprint.

General Best Practices¶

Do:

Close the drawer before logging out
Verify the sale total with the customer before payment
Save quotes instead of voiding incomplete sales
Search for existing customers before creating new ones
Use the barcode scanner for fastest item entry
Use keyboard shortcuts to work faster
Read error messages carefully - they usually explain the problem

Don't:

Force a stuck drawer open
Leave the drawer unattended while open
Log out without closing the drawer
Ignore error messages
Use excessive force on any hardware

When to Contact Your Manager¶

Issue	Why
Permission denied on any action	Manager can authorize or explain restrictions
Configuration errors (missing fields, codes, items)	Requires admin setup
Hardware not working (printer, scanner, drawer)	IT support needed
Large discounts	May require approval
Unusual errors or messages	Manager can escalate
Customer or inventory questions	Store-specific policy

POS 7 Reseller Tract¶

Audience: Reseller and partner enablement | Status: Internal working draft

This section provides resellers with a starting point for POS 7 conversations. Content should remain internal until answers are reviewed and approved by Product, Implementation, and Technical leadership.

What is the simplest way to position POS 7 to a reseller?

POS 7 is the modernization of Kensium Point-of-Sale. It gives partners a stronger, more connected platform story for customers that need modern retail operations, ERP connected commerce, better integrations, and future growth readiness.

Is POS 7 a new product or an upgrade?

Position it as a modernization of Kensium Point-of-Sale, not a completely new product or replacement story unless leadership approves that framing.

What is the partner opportunity?

POS 7 creates opportunities around customer upgrades, readiness assessments, implementation, integrations, configuration, training, support, and long term account expansion.

What customer types should resellers focus on?

Retailers and ERP connected businesses that need more reliable store operations, better integration, multi location support, modern architecture, and a stronger foundation for future growth.

Can we say POS 7 reduces support effort?

Use careful language. Say the modernized platform direction can reduce support complexity over time. Do not promise immediate support reduction for every customer.

Can resellers talk about OCX or OmnifiCX?

Yes, but carefully. Position OCX and OmnifiCX as part of the broader Kensium ecosystem direction. Confirm availability and timing before making external claims.

Can we say POS 7 is fully SaaS today?

No. SaaS direction and related architecture should be treated as future platform direction until Product and Technical teams approve specific language.

What will customers ask first?

The biggest question will be: What does migration look like? Customers will want to understand timing, effort, risk, parallel operation, number of stores, number of registers, training, and support.

Do we have the migration answer today?

Not fully. Migration should be handled as an open messaging item until technical teams confirm the recommended migration path.

Can POS 7 run in parallel with older versions?

Do not answer yet unless confirmed. Capture the question and route it to the migration readiness FAQ.

What should resellers avoid saying?

Avoid saying legacy POS is broken, POS 7 solves every issue, migration is simple for every customer, POS 7 eliminates customization, full OCX integration is live today, or POS 7 guarantees compliance.

How should resellers handle technical questions?

Capture the question, answer only from approved materials, and route deeper architecture or migration questions to Kensium SMEs when needed.

What documents should be created for the Reseller Tract?

Core value propositions, demo script, detailed write up, FAQ, partner enablement deck, and a separate Kensium Point-of-Sale vs Shopify POS comparison when ready.

Which existing customers are the best first candidates for reseller led upgrade conversations?

This is being tracked - work with your implementation team to identify high-fit candidates based on current POS version, integration needs, and growth trajectory.

What migration packages or services will be available?

This is being tracked - details on migration services, timing, and packages will be confirmed by the implementation team before external messaging.

What partner training will be required before resellers present POS 7?

This is being tracked - training requirements will be defined once core positioning and offering details are finalized.

What content can be customer facing versus internal only?

This is being tracked - work with Product and Marketing to review what can be shared externally before using any materials with customers.

When should a reseller bring Kensium into a POS 7 conversation?

This is being tracked - guidance will be provided; generally, involve Kensium resources once the customer has moved past initial positioning conversations.

What claims need Technical, Product, or Legal review before external use?

This is being tracked - all technical claims, performance guarantees, compliance statements, and competitive comparisons require approval before external use.

Remember

When in doubt, a manager should be asked. Error messages on screen usually explain the problem. Most issues have straightforward solutions documented here. Related guides should be checked before contacting support.