Advanced Topics FAQ

Advanced topics include specialized functions and integrations, such as Saved Sales Sync and Apple Pay. Here are the most frequently asked questions about these types of features.

Table of Contents

Credit Card Processing

This section addresses common credit card processing questions. Need to get set up? Check out our Credit Card Processing support article.

What credit card readers work with the ShopKeep Register app?

Visit our online store for a list of compatible card readers. All models must be purchased directly from ShopKeep to work with the register.

Can I use an external credit card machine?

External terminals, such as those provided by credit card processors, do not integrate with ShopKeep. If you have to use one, enable External Credit/Debit as active tenders for cashiers to use at the register.

Can I run credit cards with no internet?

ShopKeep can run cash sales without an internet connection, but an active internet connection is required to process credit cards and sync register data to BackOffice. If your internet connection goes down, you cannot run credit cards. In times like these, consider accepting only non-credit tenders or using a credit card imprinter so you can enter credit transactions manually when the connection is restored. To run a manual credit transaction, the card number, expiration date, CVV code, and billing zip code are required.

Can I accept debit cards?

Yes, as long as the card has a Visa, MasterCard, AMEX, or Discover logo. Debit cards are processed as credit transactions and PIN entry is not supported.

Can I accept EMV chip cards?

The business must use ShopKeep Payments and an eligible EMV card reader to be able to accept EMV chip cards. Visit our ShopKeep and EMV article to learn how to accept EMV payments.

Can I accept credit payments online?

Yes. Credit card payments can be accepted online for emailed invoices, orders placed through a ShopKeep eCommerce webstore, and Pay by Link sales run in the iOS ShopKeep Register app. Visit our Online and Mobile Payments article for help setting up online payments on each of these platforms.

Can I accept credit payments on mobile devices?

Yes. Credit card payments can be accepted in the ShopKeep Pocket app on iOS and Android devices by entering a total sale amount and in the ShopKeep Pay app on iOS by tendering an existing saved sale or entering a total sale amount. In the iOS ShopKeep Register app, the Pay by Link feature allows customers to pay for a sale rung up on the register from their own mobile device. Visit our Online and Mobile Payments article for help setting up mobile payments.

Can I use a credit card reader with the ShopKeep Pocket and ShopKeep Pay mobile apps?

No. Manual entry must be used when processing credit cards in ShopKeep Pocket and ShopKeep Pay.

How do customers sign for credit card sales?

Customers can sign and tip on the register’s screen or on a printed receipt. Visit our Tips and Gratuity article to learn how to change the Tips and Signature setting.

Can I disable the customer copy or business copy of the credit card receipt?

No. When customers sign and tip on a paper receipt, the customer copy and business copy of the receipt always print automatically.

Can I add suggested tip options to paper receipts?

Yes. Visit our Tips and Gratuity article to learn how to enable tip suggestions on paper receipts.

Can I change suggested tip values?

Yes. Visit the Tips and Gratuity article to learn how to customize the suggested tips that appear on the register’s screen or on paper receipts.

Do I need to enter the tip right after swiping a card?

No. If customers sign and tip on a paper receipt, the cashier can enter the gratuity at any point after the sale using the Tip Later feature.

What happens if a cashier forgets to enter a tip?

Cashiers must enter the tip before finalizing a sale. There is no way to add gratuity to a sale after it is closed.

Can I adjust a tip after entering it?

In most cases, gratuity cannot be changed after tapping ‘Charge’ at the register. However, merchants processing credit cards with ShopKeep Payments can submit requests to adjust incorrectly entered tips. Learn more in our Tips and Gratuity article.

Can I automatically add tips to transactions?

No, tips/gratuities must be manually added to sales after they are tendered. Learn how tipping works here.

How can I view gratuity reporting and pay out tips?

Visit our Tips and Gratuity support article to learn how to perform these actions.

Do I need the customer’s credit card to process a return?

No. Returns processed for sales originally tendered to ‘Credit’ at the register will automatically refund back to the card used in the sale. Manual returns to a credit card are not allowed. Visit our Performing Returns support article to learn about the returns process.

Can I refund a tip without returning the sale?

No. A cashier must return the entire sale to refund its gratuity.

Can I refund part of a tip?

No, the entire gratuity amount must be refunded.

How do I settle my batch when the business closes?

ShopKeep sets up accounts for automatic batch closure at 12:00 am local time. Contact Customer Care if you are concerned batches are not closing or if the business does not receive funding.

Can I change credit card processors?

Yes. The steps to change credit card processors will vary based on your current account setup:

  • Existing ShopKeep Payments merchants must contact us at paymentssupport@shopkeep.com to switch credit card processors.
  • Merchants currently using a third-party processor must contact us to switch to ShopKeep Payments. To switch to a different third-party processor, first fill out our boarding form. Once we receive the boarding form, we will test the provided processing credentials and email the Business Owner to schedule a time for the switch. We require a timely response from the Business Owner before we can make the switch.
  • *Switching credit card processors affects transactions run through the ShopKeep Register app. Online and mobile payments will continue to be processed through ShopKeep Payments.

    Is ShopKeep PCI compliant?

    Yes. ShopKeep credit card readers instantly encrypt customer info when a cashier processes a card. This data travels through our payment gateway to your processor. ShopKeep does not store sensitive credit card information on the iPad or in BackOffice. Check out this guide for more information.

    How can I get help with a credit card processing issue?

    Visit our troubleshooting guide for help with most common problems and error messages.

    Apple Pay

    Look no further for answers to popular questions about using Apple Pay with the ShopKeep Register app.

    How do I set up Apple Pay?

    To set up Apple Pay for use in the ShopKeep Register app, the business must use a compatible processor, Apple Pay enabled card reader, and the latest version of the ShopKeep Register app. To set up Apple Pay for use with invoices and Pay by Link sales, the business must sign up for online and mobile payments.

    Visit our ShopKeep & Apple Pay article to learn how to set up and use Apple Pay.

    Which devices can customers pay with?

    Customers can pay with any compatible iPhone or Apple Watch. Visit Apple Support for a complete list of supported models.

    How do I accept Apple Pay on a sale?

    Tender the sale as ‘Credit’ in the ShopKeep Register app and have the customer hold their device within 1″ of the card reader. For a step-by-step walkthrough, visit our ShopKeep & Apple Pay article.

    Can I accept Apple Pay for online and mobile payments?

    Apple Pay can be accepted for invoices and Pay by Link sales but not for ShopKeep Pocket sales or orders placed via ShopKeep eCommerce webstores.

    ShopKeep Pocket

    This section covers frequently asked questions about downloading and using our mobile reporting app, ShopKeep Pocket. If you have questions about the reporting contained in Pocket, visit our Reporting FAQ.

    What devices is ShopKeep Pocket available for?

    ShopKeep Pocket is available for iOS and Android devices.

    Where do I download Pocket?

    Depending on what kind of device you have, download Pocket from either the Apple App Store or Google Play Store. Visit our ShopKeep Pocket for iOS & Android support article for help downloading Pocket.

    Is Pocket free to download?

    Yes. However, only merchants on select pricing packages are able to view reporting for dates other than the current day.

    How do I upgrade my subscription to use all features of Pocket?

    In BackOffice, click ‘Upgrade’ to upgrade to a pricing package with full access to ShopKeep Pocket, including the ability to select a custom date range. For help upgrading, visit our Pocket Troubleshooting guide.

    Can I check or adjust inventory in Pocket?

    No. ShopKeep Pocket is primarily a mobile reporting app designed to show recent sales data for all of your stores and it also allows you to run basic cash and credit sales.

    Can I run sales in Pocket?

    Yes. ShopKeep Pocket supports basic cash and credit card sales. Learn how to run sales from your mobile device in our Running Sales in ShopKeep Pocket article.

    Can I use a credit card reader or receipt printer with Pocket?

    No. Manual entry must be used when processing credit cards in the ShopKeep Pocket app and receipts must be emailed.

    How do I refresh my sales in Pocket?

    Swipe from top to bottom with one finger to update Pocket’s sales information.
    Pocket automatically refreshes sales information after completing a cash or credit sale from the ShopKeep App. Learn more about running sales in Pocket here.

    How can I get help if I have an issue with Pocket?

    Visit our ShopKeep Pocket Troubleshooting guide for help solving most common problems.

    ShopKeep Pay

    The ShopKeep Pay app for iOS enables businesses to use iPhones to close saved sales started in the ShopKeep Register app and eCommerce online orders, and to process new cash and credit sales by entering a total sale amount.

    On what devices can I use ShopKeep Pay?

    ShopKeep Pay is available for use on iPhones running a supported iOS version.

    Where do I download ShopKeep Pay?

    Download the ShopKeep Pay app from the Apple App Store. For help with this process, visit our ShopKeep Pay article.

    Who can log into ShopKeep Pay?

    Any employee with a BackOffice login can log into ShopKeep Pay.

    If an employee is a cashier or register manager, provide them with a BackOffice login to allow them to use ShopKeep Pay. To prevent employees from accessing most BackOffice features while still being able to use ShopKeep Pay, assign them the ‘Receive Inventory’ role or uncheck all boxes on the ‘Permission List’.

    For help managing employee permissions, visit the Manage Staff article.

    How do I view and close saved sales in ShopKeep Pay?

    View and close saved sales from the ‘Saved Sales’ screen in ShopKeep Pay. Visit our ShopKeep Pay article to learn how to view and close saved sales in the app.

    What tenders are available in ShopKeep Pay?

    Cash and credit are the only tenders available for use in the ShopKeep Pay app.

    Can I split, merge, or transfer saved sales in ShopKeep Pay?

    No, this feature is not available. To split, merge, or transfer a saved sale, use the ShopKeep Register app.

    How do I start new sales in ShopKeep Pay?

    Start new sales from the ‘New Sale’ screen in ShopKeep Pay. Visit our ShopKeep Pay article to learn how to run new sales in the app.

    Can I use a credit card reader or receipt printer with ShopKeep Pay?

    No. Manual entry must be used when processing credit cards in ShopKeep Pay and receipts must be sent via email or text message.

    How do ShopKeep Pay sales look in reporting?

    New sales started in ShopKeep Pay use ‘Custom amount’ for the sold item name. This item is assigned to a department and category called ‘general’ and does not have a supplier or quantity on hand. New sales are also counted as non-taxable on the Sales by Tax Rate report, and tax figures on other reports do not include tax added to the sale total in ShopKeep Pay.

    All sales and online orders closed in the ShopKeep Pay app do not appear on X and Z reports at the register or on the BackOffice Shifts Summary report or Dashboard ‘Register Summary’ tile as they do not belong to a register shift. On the BackOffice Transactions Report, the ‘Register’ column is left blank and the ‘Sales Channel’ column displays ‘In Store’.

    Saved Sales Sync

    Saved Sales Sync enables a business to view saved sales from any register activated on the same ShopKeep store, even if those registers are not connected to the same Wi-Fi network. It also securely backs up saved sales (even if using a single device), enables BackOffice reporting on saved sales, and allows saved sales to be closed from the ShopKeep Pay mobile app.

    How do I enable Saved Sales Sync?

    Learn how to enable or disable Saved Sales Sync from the ShopKeep Register app here.

    What requirements must my network meet to use Saved Sales Sync?

    Visit our Best Practices for Network Setup article for recommendations to ensure a seamless experience.

    Why are saved sales not showing up on all registers?

    Visit our Saved Sales Screen Troubleshooting guide for help resolving issues related to saved sales and registers staying in sync.

    Can I disable Saved Sales Sync?

    Yes, but we only recommend doing so if you plan to use registers without an internet connection. Visit our Saved Sales Sync article to learn how to disable this feature.

    Serverless Sync™

    Serverless Sync enables a business to view saved sales from any register on the same WiFi network.

    How do I enable Serverless Sync?

    Turning on Serverless Sync is a multi-step process involving both the iPad and BackOffice. Visit our Serverless Sync support article to learn how to set up this feature.

    What requirements must my network meet to use Serverless Sync?

    Visit our Serverless Sync article for recommendations to ensure a seamless experience.

    How can I see which registers are connected?

    Visit the ‘Register List’ area of the register’s Main Menu to see which registers are connected and able to communicate with one another via Serverless Sync.

    Why are saved sales not showing up on all registers?

    Visit our Saved Sales Screen Troubleshooting guide for help resolving issues related to saved sales and registers staying in sync.

    Can I disable Serverless Sync?

    Yes. However, do NOT disable Serverless Sync while shifts are open. After closing all checks and shifts, Serverless Sync can be disabled in BackOffice by unchecking the ‘Enable’ box checked during setup.

    Mailchimp Integration

    This section answers common questions about ShopKeep’s integration with Mailchimp. If you have questions about setting up this integration, visit our Mailchimp Integration Setup article.

    NOTE: This feature is only available for ShopKeep merchants on select pricing packages.

    What is Mailchimp?

    Mailchimp is a service used to send mass emails to customers. Mailchimp integration allows you to automatically sync your ShopKeep customer list to Mailchimp.

    What customer information syncs to Mailchimp?

    Customer names and email addresses sync from ShopKeep to Mailchimp.

    Can I sync my ShopKeep customer list to multiple Mailchimp audiences?

    No. ShopKeep customers can only be synced with one Mailchimp audience.

    Where can I learn about how to use Mailchimp?

    Learn the basics of using Mailchimp directly from the source. Visit one of the Mailchimp links below for help getting started with the service.

    How can I get help for an issue related to Mailchimp integration?

    Visit our Mailchimp Integration Troubleshooting guide for help solving most common problems.

    Can I unlink Mailchimp from ShopKeep?

    Yes, just visit our troubleshooting guide for the steps to do so.

    QuickBooks® Integration

    This section answers common questions about using ShopKeep’s QuickBooks integration. If you have questions about setting up this integration, visit our QuickBooks Integration Setup article.

    NOTE: This feature is only available for ShopKeep merchants on select pricing packages.

    Can I sync information from QuickBooks to ShopKeep?

    No. Synchronization between ShopKeep and QuickBooks is one-way and information only syncs from ShopKeep to QuickBooks.

    Can the integration sync previous days’ reporting to QuickBooks?

    No. Information starts syncing on the day you enable QuickBooks integration.

    Can I sync my ShopKeep inventory or time clock data?

    No. QuickBooks integration only syncs register activity like sales, returns, and payouts.

    Can I manually import data into QuickBooks?

    QuickBooks allows certain types of information to be imported, but ShopKeep cannot provide support to help with this. If you need help importing data to QuickBooks, visit QuickBooks Online Support.

    How can I get help using QuickBooks?

    Intuit offers a number of resources to help you hone your QuickBooks skills:

    How can I get help with an issue related to QuickBooks integration?

    Visit our QuickBooks Integration Troubleshooting guide for help solving most common problems.

    How can I get help with a QuickBooks integration question not listed here?

    Visit our QuickBooks Integration Setup article for answers to additional questions about setting up and using QuickBooks integration.

    BigCommerce Integration

    BigCommerce is an e-commerce platform that integrates with ShopKeep, allowing you to sell products online. Check out this FAQ for answers to common questions about BigCommerce integration.

    ShopKeep Loyalty

    ShopKeep Loyalty, powered by AppCard, allows you to set up a points-based rewards program that enables frequent customers to earn in-store discounts. Visit this FAQ for answers to common questions about ShopKeep Loyalty.

    ShopKeep Spotlight

    ShopKeep Spotlight allows you to manage your business’s online visibility across multiple platforms to identify listing inconsistencies and update business information directly from BackOffice. Check out this FAQ for answers to common questions about ShopKeep Spotlight.