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The POS integration

In short

When the till and the club disagree, the cause was on the till's side in most cases of the year: an integration left active with an empty API key, a different branch ID sent by each of the integrator's apps, a refund that cancels the purchase but not the payment, or a new branch missing from the Location list. The club cannot see the exchange between the till and the platform; the integrator can, and that exchange is what a report needs.

Check first​

  1. Settings, Connectivity: the integration your till uses is the one with a key. An integration left active with the key removed keeps sending and fails every call; deactivate it, do not only delete the key. See Connectivity.
  2. Settings, Location list: every branch that sends sales is listed, with the Branch ID the till sends. A new branch that is not there is invisible in reports, favourites and branch filters. See Location list.
  3. The member on the ticket: was the member identified before the purchase was closed, or only on the payment?

Causes and fixes​

Purchases arrive without the member​

The till identified the member on the payment but sent the purchase itself without them. The purchase lands in the General Membership row of the reports and earns nothing. The integrator fixes the order of the calls; for the member, your provider can credit the purchase by hand with the order number.

Credits were consumed and the ticket shows no discount​

Another app of the integrator (an ordering app, a kiosk) sent a payment with the member's credits for that order, and the till shows the full amount paid. Send the order number, the time, the branch and the member; the integrator sees which app sent the payment.

A refund did not return the credits​

Cancelling a purchase and cancelling its payment are two operations. An integration that cancels only the purchase leaves the credits spent. The integrator adds the payment cancellation; until then your provider returns the credits by hand on request.

Each app sends a different branch ID​

One restaurant appeared as several branches because the integrator's till, ordering app and kiosk sent different identifiers for it. The integrator aligns them on one ID per branch, and the Location list is refreshed afterwards.

Members registered by the till or an ordering app without the consent fields cannot receive messages or redeem until they finish registering in the app. The integrator sends the terms and GDPR fields with the registration; the platform then texts the member a link to complete the profile.

"Error 3" or another code on the till​

The code shown by the till app is the till's own. A screenshot of it tells nobody what was sent. Ask the integrator for the request and the answer behind it (the address called, the body, the HTTP status), with the time and the branch, and send that.

When to write to your provider​

Write with the order number, the time, the branch, the member's phone or email, and, for errors, the request and the answer from the integrator. See How to ask for help.