iPad Register FAQ

The ShopKeep Register app is where you run sales, process returns, manage checks, and accept payments etc. Use this guide to view questions and answers related to the register.

Table of Contents

Login and Access

What is my manager code / cashier code?

If you forget your unique register code, visit the BackOffice Staff List to look it up.

Can I change my manager code / cashier code?

Sure. You can edit employee information, including register codes, from the Staff List in BackOffice. Don’t forget to ‘Get Updates‘ on the iPad register after changing anything in BackOffice.

How do I sign in to the ShopKeep Register app?

Sign in to the register by entering your unique register code and tapping ‘Sign In’.

How do I clock in / out for shifts?

Clock in and out by entering your register code assigned in BackOffice and tapping either ‘Clock In’ or ‘Clock Out’ on the login screen.

Do employees need to clock in and out for breaks?

If a specific break is unpaid (e.g. lunch), employees should clock out when going on break and clock back in when returning to work to ensure the break is not included in their total hours worked in BackOffice.

How do I switch my register from one iPad to another?

Switching the iPad used as your register requires deactivating the ShopKeep Register app on the existing iPad and then downloading and activating it on the new iPad. Learn more in our troubleshooting guide here.

How can I get help with time clock or sign-in issues?

Visit our Login / Access Troubleshooting guide for solutions to some common problems.

Register Functions

How do I activate my register?

Activate your register by downloading the ShopKeep Register app from the App Store and following the on screen prompts.

Does the ShopKeep app have a training mode?

No. Visit our Cashier Training Index to learn about the register’s basic cashier functions or our Manager Training Index to learn about manager functions.

Why is my register asking to send notifications?

Notifications alert you with updates on matters affecting your ShopKeep account, such as when there is a service disruption. To send notifications, the ShopKeep Register app must be given permission via a screen that appears during register activation or on the sign in screen after a register shift is closed.

This feature is only available on the ShopKeep Register for iOS. If the prompt to enable notifications does not appear, stay tuned as we roll out this new feature to everyone.

Can I disable register notifications?

Yes. After being enabled, notifications can be disabled at any time from the Settings app on the iPad.

Can I search for items?

Yes, you can search for items by name, SKU, or UPC. Visit our Running Sales at the Register article for help ringing up items.

Can I check an item’s quantity on hand from the register?

Yes. Visit our Using the Register article to learn how to view an item’s quantity at the register.

Is there a way to quickly repeat a sale or order?

Yes. Visit our Saved Sales article to learn how to reorder items from saved sales at the register.

Can I sell an item that is not listed in my inventory?

Yes, search for either the Misc Taxable or Misc-Non Taxable open-priced inventory item. These are default items included with ShopKeep that allow you to ring in an item not listed in your Items List and apply any price to them at the time of sale.

How do I perform an exchange?

Exchanges must be done in two separate transactions. First, return the original sale item, then sell the new item to the customer. If you have ShopKeep Gift Cards, process the return and sale with a gift card so the customer receives store credit if the first item is more expensive.

How can I return items?

Returns can be processed by searching through current and past shift transactions from the History/Returns screen on the Control Panel. Click here to learn more.

Can I do a partial return or refund?

Returns are based on whole inventory items. If a sale contains 3 items, you can return 1, 2, or all 3 of the items. You cannot return part of an item and cannot specify a dollar amount to refund.

How do I return a sale to a credit card?

Only sales paid for by credit card can be returned to credit. After looking up the original credit sale at the register, the cashier can complete the return as usual. Credit card returns automatically refund to the card used in the sale. Visit our Performing Returns article to learn more.

How long does it take for a refund to reach a customer’s bank account?

Refunds typically take 5-7 business days to process. If a return occurs within the same shift as the original sale, the original sale will not be captured, rather it’ll only ever reach the authorization stage and will typically drop off your customer’s bank statement within a few days.

Can I return a sale to a gift card?

Yes. Returning a sale to a gift card can be used to issue a customer store credit if you do not want to refund their original payment tender. Sales can also be returned back to a gift card if the customer used a gift card for their initial purchase. Learn more in our ShopKeep Integrated Gift Cards article.

NOTE: Gift Cards are only available for ShopKeep merchants on select pricing packages.

What does the Discard button do?

The Discard button deletes the transaction.

Can I view a report that shows items deleted from transactions?

While individual deleted items and individual items from discarded transactions do not appear on any BackOffice report, the quantity and value of these items for a given shift are available on the X and Z Reports. Read our article on X and Z Reports for more information.

Can a customer pay with two different cards or half cash, half credit, etc.?

Yes, tenders can be split at the register, up to 9 different ways.

Can I add a service charge to a transaction?

There is no feature that allows for adding a service charge. You could, however, create an item in BackOffice for the amount of the charge and add that item to the sale.

Can employees claim cash tips / gratuity?

No. Gratuity is tracked automatically for sales paid for with credit or gift cards, but employees cannot claim cash tips.

Can I tip using a gift card?

Yes. Enable gratuity settings in BackOffice to allow your business to accept tips from sales paid with credit cards and gift cards. Learn how to enable gratuity settings here, and learn how to redeem gift cards here.

Can I add a tip to a transaction at a later time?

Yes. The tip later feature allows you to pre-authorize a credit card, and save the sale as an open check so you can enter the tip and close out the sale at a later time.

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 on credit card sales. 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 see the amount of tips collected over my shift?

Employees can see the amount of gratuity collected from sales paid for by credit or gift cards on their Shift Report. Visit the Tips and Gratuity article to learn about additional gratuity reporting available in BackOffice.

Can I discount items at the register?

Yes, items as well as entire sales may be discounted using set or open priced discounts.

Can I use multiple discounts on a sale?

Sure. You can apply one discount to the overall sale and one discount to each line item on the sale.

Can receipts be reprinted at the register?

Sure. Visit our Using the Register article to learn how to print receipts from the current shift or from past shifts on the register’s History/Returns screen.

Can I reprint a kitchen ticket?

Yes. Learn how to reprint kitchen tickets here.

How can I tell if my printer and/or card reader is connected to the iPad?

Visit Hardware Setup on the control panel to see the list of connected devices. Also visit our Troubleshooting Guide for more assistance.

Can I sell and redeem gift cards at the register?

Yes. Gift cards can be sold and redeemed at the register. Just contact us to set up an account.

Can I issue complimentary gift cards?

Sure. To load value onto a gift card without charging a customer, just apply a discount to the gift card sale.

Can I accept personal checks at the register?

Yes, enable the checks tender in BackOffice, then select that tender when closing the transaction.

Can I accept EBT cards through my register?

The ShopKeep Register itself cannot process EBT cards.

If you already accept EBT cards through an external terminal, select ‘External EBT’ as an active tender in BackOffice. Please note that ‘External EBT’ is used for reporting purposes only and does not represent a direct EBT integration.

Can a customer pay using PayPal?

No, ShopKeep does not integrate with PayPal.

Can checks be renamed after they’re closed?

Closed checks cannot be renamed. To rename an open check, tap the check name on the transaction screen.

Can I add notes to a sale?

On the ShopKeep Register for iOS, notes can only be added to kitchen tickets. On the ShopKeep Register on The Mini or The Station, notes can be added to kitchen tickets and receipts.

How is sales tax calculated?

Sales tax is calculated at the item-level based on the tax rates and tax groups you have configured in BackOffice. At the register, the relevant tax rate is applied individually to each item on the transaction and rounded to the nearest penny. If an item is assigned to a tax group containing multiple tax rates, each rate in the group is applied separately to the item price and rounded, then the totals for each rate are summed.

Why is tax calculated at the item-level and not based on the sale’s subtotal?

Item-level tax makes it possible to return individual items, calculate taxable and non-taxable sales by tax rate, and develop certain reporting features.

Currently, a sale with two items costing $5.51 each and a 9% tax rate would be charged $1 in sales tax ($0.50 per item). If tax was calculated based on the sale’s $11.02 subtotal, sales tax would be $0.99. If one item was returned, how much tax would be refunded: $0.49 or $0.50? Which item gets that extra penny? With transaction-level tax, you can have many “extra pennies” randomly assigned to items. When each sold item’s tax is summed, you can end up with a different total than what was actually collected at the register.

Can I remove tax from a transaction?

Yes. Easily toggle tax on/off by tapping the checkmark next to tax during a transaction.

Can I enter credit card information manually?

Yes, credit card information can be entered manually. You will need the correct card number, CVV number, Expiration Date, and Billing ZIP to successfully process a manual credit transaction.

How can I correct overcharging for an item?

To correct the overcharging of an item, simply return the item for the amount charged and re-ring it for the correct amount.

Can I change my register number?

No, but you can change the name of your register in the Register Licenses section of BackOffice.

How do I deactivate my register?

Visit the Add & Remove Register Licenses article to learn how to deactivate a register.

How can I open the register / cash drawer without performing a sale?

Managers have access to the ‘No Sale‘ button on the register Control Panel. Press it to pop open the cash drawer without running a sale.

How can I view information about the status of a register?

The Diagnostics screen shows if your register is connected to the internet, if it can communicate with BackOffice, and other details about its status. Learn how to access the Diagnostics screen here.

How can I get help with a problem affecting my register?

Visit this page for links to troubleshooting guides that help solve common issues related to logging into ShopKeep, cashier/manager functions, transaction/checks screens, and app settings.

Manager Functions

Can I close a register’s shift from BackOffice?

No, you can only close a shift from the ShopKeep app on the iPad.

Can I change a shift’s opening or closing amount?

No. Once a shift has been opened/closed, its opening/closing amount cannot be adjusted.

Can I add cash to the register in order to make change?

Yes, complete a pay in to keep track of cash added to the register.

Can I reverse a pay in or payout?

No. Once a pay in or a drop/payout is performed, it cannot be reversed or edited. This includes changing the pay in or payout’s amount and the comment attached to it.

What is a Z report?

Z reports are quick, convenient ways to see register totals after the shift is closed. Print from the shift report and retrieve at the receipt printer. For register totals during a shift, print an X report.

Can I view Z reports in BackOffice?

No, but a lot of the same information can be found in other reports. Try running the Shifts Summary and the Analytics Dashboard reports.

Can I reprint a Z report?

Yes, you can reprint a Z report up to 7 days after the start of a shift. Z reports for shifts opened beyond the past 7 days cannot be reprinted, however, the BackOffice Shifts Summary displays much of the same information for all previous shifts.
The time frame for reprinting a Z report can be reduced to 2 days from the iPad settings.

How do you end the day with credit card transactions?

All your credit card transactions will be reported on your Z Report and you do not need to close your credit transactions batch from the terminal or app because this is done automatically with ShopKeep. Simply close your shift to end your day for all transaction types. Visit our Credit Card Processing article to learn more.

How can I tell if my registers are connected to each other?

Tap Register List from the Control Panel to view connected peers.

Can I see a shift report for each employee?

Yes. Tap the All Employees dropdown menu to select an employee.

How do I make an out-of-stock item unavailable at the register?

Select ShopKeep merchants can manage item availability at the register to manually make items unavailable for sale. If this feature is not available to you, visit the Item List to edit the item and change its ‘Register Status’ to make it inactive.

Checks Screen

Can I sync open checks with my other registers?

Yes. On the ShopKeep Register for iOS, Serverless Sync™ allows checks to sync from one register to other registers on the same Wi-Fi network. On the ShopKeep Register on The Mini and The Station, Check Sync & Backup allows registers with an active internet connection to sync checks.

Can I add names or table numbers to checks?

Yes, enter a name or table number when you save a check. You can also rename a check at any time before closing it out.

Can I charge or pre-authorize a credit card when starting a check?

No. If a customer is paying by credit card, you must swipe or manually enter the card when closing out the check to process their payment. A credit card cannot be saved to a check for processing at a later time.

Can I transfer checks between employees?

Yes, ownership of checks can be transferred, split, and/or merged between employees.

Can I view a report that shows the value of my open checks?

Yes. The total number and value of open checks currently saved on the Checks screen are available on the X Report. Read our article on open checks for more information.

Can I view a report that shows which checks have been voided?

Individual voided items and items from voided checks are available in BackOffice on the Void Report. Also, the quantity and value of items voided during a shift are available at the register on X and Z Reports.

Read our article on void reporting for more information.

What’s the difference between split checks and split tenders?

Splitting a check allows you to separate the items from one check into multiple new checks. Split tender sales involve splitting a sale’s payment multiple ways (e.g. paying half cash, half credit).

Can I return automatically to the checks screen after transactions?

Yes. In BackOffice, set the home screen to default to the checks screen.

Can I view open checks in BackOffice?

No, you can only view open checks at the iPad register.

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