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?
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.
How can I get help with time clock or sign-in issues?
Visit our Login / Access Troubleshooting guide for solutions to some common problems.
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?
Can I search for items?
Yes, use the search field in the top right corner to search for your items.
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. Visit our Using the Register article for help performing sales and returns.
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 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.
What does the Discard button do?
The Discard button deletes the transaction.
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. Credit card gratuity is tracked automatically, but employees cannot claim cash tips.
Can I add a tip to a transaction at a later time?
Yes! The tip later feature allows you to save the tab, print receipts, and add the tip later.
How can I see the amount of tips collected over my shift?
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.
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?
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?
Only Kitchen notes can be added to items that kitchen tickets are printed for.
How is sales tax calculated?
Sales tax is calculated at the item-level based on the 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.
Prior to version 2.10.0 of the ShopKeep register app, tax was calculated at the transaction-level, where the subtotal of each item in each Tax Group was summed before the tax rate was applied and then rounded.
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 group, 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.
Self-deactivation is compatible with ShopKeep version 2.12.0 or later. Visit this article if you need help updating the ShopKeep app.
How can I open the register / cash drawer without performing a sale?
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.
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?
Can I reprint a Z report?
Yes, you can reprint a Z report up to 48 hours from the start of the shift. Visit this support article to learn how to reprint a Z report.
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 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. Visit this article to learn how to access and understand the Diagnostics screen.
Can I sync open checks with my other registers?
Yes, but you must manually enable this feature. Serverless Sync™ allows checks to sync from one register to other registers on the same Wi-Fi network.
Can I add names or table numbers to checks?
Can I save credit card information with a check?
No. If a customer is paying by credit card, you must swipe or manually enter their card when you close out the check to process their payment.
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 which checks have been voided?
No, voids do not appear on any report currently available at the register or in BackOffice.
What’s the difference between split checks and split tenders?
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.