This guide covers issues that may occur while performing cashier functions found on the register’s Main Menu. Having problems with returns, shift reports, or gift cards? It’s all covered here.
Table of Contents
Sales History Issues
This section covers problems with functions accessed from the Sales History screen, such as returning sales or reprinting receipts.
I accidentally returned a sale.
Though returns cannot be canceled or undone, you can balance out the day’s net sales and inventory quantities by running another sale.
Run a sale for the same items that were returned.
Finish the sale to the same tender as the return.
If the return was for Credit, you will need to swipe the customer’s card again to charge them.
I cannot find the sale I need to return.
The ‘Sales History’ screen shows transactions processed at that register during the current register shift and excludes transactions processed in the Lightspeed Pay and Lightspeed Pocket apps. Follow the steps below to return a sale from a previous shift or one tendered outside the Retail POS (S-Series) app.
These errors indicate a problem with the criteria used to search for a transaction. Check that everything was entered correctly to resolve the issue.
If searching by transaction number, check that you entered the correct number from the receipt.
It is the 19 digit Transaction #, not the Order #.
If searching by the last 4 digits of a credit card, make sure you entered the digits correctly.
Re-enter the transaction number or last 4 digits and try again.
The 'Credit' button is missing from the return screen.
Cashiers can only return a sale to ‘Credit’ if the original sale was paid by credit card. If the ‘Credit’ button is missing, you must return the sale to a different tender, such as ‘Cash’.
“Returning too much” or "Already returned"
These errors indicate the amount you are trying to refund is more than what is allowed. This is because either part of the sale or the entire sale was already returned.
Remove items from the return or process a manual return.
"Unknown error. Could not verify the original sale with BackOffice."
This error occurs when returning a sale while BackOffice is undergoing scheduled maintenance. Read below to learn how to proceed.
Tap 'OK' to dismiss the error.
Either process a manual return or try the return again later once maintenance is complete.
This error means the register has either poor or no internet connection. The Lightspeed Retail POS must be connected to the internet to utilize certain features, such as returning a sale.
Follow these steps to troubleshoot your network connection.
If unable to complete a return, process a manual return.
I cannot find the receipt I need to reprint or resend.
By default, the Sales History screen only displays transactions from the current shift. If you cannot find the transaction you need to reprint or resend, use the search bar to search all shifts, past and present.
Follow the steps here to search for the transaction.
I get an error message when I try to reprint a receipt.
If the ‘Reprint Gift Receipt’ option is grayed out, it means either a return or a sale from a previous shift is selected. Gift receipts cannot be reprinted for these types of transactions.
Register Shift Report Issues
Trouble with the Register Shift Report? We’ve got you covered.
X and Z reports summarize sales activity taking place on a specific register during a register shift. If transactions appear to be missing from these reports, consider the following possible explanations:
Transactions closed on other registers are only included in X and Z reports run from those registers.
If a new register shift is opened, transactions processed during the new register shift are not included on Z reports for previous shifts.
Sales processed outside the Retail POS (S-Series) app, such as in the Lightspeed Pocket and Lightspeed Pay apps, do not appear on X and Z reports.
Gift Card Issues
Trouble checking the balance of a gift card? Keep reading for answers.
"This register does not have gift cards set up yet."
If you got an email stating your account is set up for gift cards, follow the steps below to fix this issue.
NOTE: This feature is only available for Lightspeed Retail merchants on select pricing packages.
A black box appears when I try to scan a gift card barcode.
If you are unable to scan gift card barcodes with the camera on the iPad, it means the Retail POS (S-Series) app does not have permission to use the iPad camera. Enable camera access for the Retail POS (S-Series) app to resolve the issue.
An incorrect quantity on hand (QoH) may mean the item was not sold or returned properly, was not received in BackOffice, or was stolen. Read below to learn how to fix the item’s quantity.
On the System Diagnostics screen, there are a number of items next to the Pending Queue or Delayed Queue.
The Pending Queue and Delayed Queue represent the amount of data on its way to BackOffice from the register. If the number of items in these queues does not go down, follow the steps below to fix the issue.
Make note of the number of items in each queue.
Check the internet connection on the register.
Wait 10 minutes and check the queues again.
Follow the specific steps below that reflect the behavior of the queues.
If the number of items in the queues has decreased:
Wait until each queue reaches 0.
If the number of items in the queues has not decreased:
Check that the register is connected to the right WiFi network. If not, reconnect it to your network.
Load a website or perform another function that requires internet.
Ask someone familiar with your network setup to reboot the modem and router.
Contact your internet service provider for further assistance troubleshooting your network connection.
I'm having a problem with a cashier function not covered here.
Visit our Retail POS (S-Series) App Troubleshooting page for links to troubleshooting guides covering other cashier topics, such as the New Sale screen and Saved Sales screen.
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