This guide covers issues that may occur while performing cashier functions from the register’s Control Panel.
Table of Contents
- History / Returns Issues
- I accidentally returned a sale I shouldn't have.
- When I search by receipt number, ShopKeep says there are no matching results.
- ShopKeep won't let me return to Credit.
- When I tender a return, ShopKeep gives me a "Returning too much" error.
- I can't find the receipt I need to print on the list.
- ShopKeep gives a printer error when I try to reprint.
- Shift Report Issues
- Gift Card Issues
History / Returns Issues
This part goes over problems you might run into when returning a sale.
Don’t worry, mistakes happen.
Run a sale for the returned items and tender it the same way you did the return (Cash, Other, etc). This balances out the return and ensures that your net sales and inventory quantities are correct.
In the case of a return to Credit, you need to swipe the customer’s card again to recharge them. If this isn’t possible, contact your credit card processor for further assistance.
This means you made a mistake entering the receipt number.
Check that you entered the correct number from the receipt. ShopKeep needs the transaction number, not order number.
Enter the receipt number again and pay close attention that you don’t miss a digit.
Only sales paid for with a credit card can be returned to credit.
Credit sales from outside the current shift need to be looked up by receipt number to refund back to the card. Missing the original receipt? Look it up from the Transactions Table in BackOffice or do a manual return to a different tender, like Cash.
ShopKeep won’t let you refund more than the total of the original sale.
This error means that a portion of the sale was already refunded and what you’re trying to return exceeds the total allowed refund.
Either remove items from the return or initiate a manual return.
Shift Report Issues
Here, you’ll find answers to problems with the Shift Report.
Gift Card Issues
Trouble checking the balance of a gift card? Keep reading for answers.
This happens when the iPad has a poor connection to the internet or no connection at all.
1 Press your iPad’s home button to exit ShopKeep.
2 Open the Safari web browser and try to visit a webpage.
If you’re able to load a webpage, try to manually enter the gift card. Otherwise, continue below.
3 Open the iPad’s Settings app.
4 Check that you’re connected to your normal WiFi network.
5 If connected to WiFi and the problem persists, troubleshoot your router / modem or contact your internet service provider.