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Manager Override

Cashier Manager

Brother POS uses a PIN-based manager override system to control access to sensitive actions. When a cashier attempts an action they do not have permission for -- such as voiding a sale, applying a discount above a threshold, or overriding a purchase limit -- a manager is prompted to enter their PIN to authorize the action. This ensures accountability while keeping the checkout process smooth.

PIN Lock Screen

How It Works​

The Override Flow​

  1. A cashier attempts a restricted action (e.g., voiding a sale).
  2. Brother POS checks whether the cashier has the required permission.
  3. If the cashier has the permission, the action proceeds without interruption.
  4. If the cashier does not have the permission, a Manager Authorization prompt appears.
  5. A manager or admin enters their 4-digit PIN into the prompt.
  6. The system verifies:
    • The PIN belongs to a valid, active manager or admin user.
    • That user has the specific permission required for this action.
  7. If verified, the action proceeds. The override is logged with both the cashier and the authorizing manager.
  8. If the PIN is invalid or the user lacks the required permission, an error message appears.

Override Flow Details​

Manager overrides are handled differently depending on the action:

  • Purchase limit override: Uses the dedicated Manager Override Modal with title "Purchase Limit Exceeded". Manager enters their PIN to authorize.
  • Void sale: Uses an inline PIN step inside the Void Sale modal.
  • Discount: Uses an inline PIN step inside the Discount modal.

There is no single generic "Manager Override" modal -- each restricted action has its own authorization flow.

The PIN field accepts only numeric input and auto-focuses when the prompt appears. Pressing Enter after entering 4 digits submits the authorization.

Actions That Require Override​

The following actions may require a manager override depending on the cashier's permissions:

ActionPermissionDescription
Void a saleVoid SalesCancel a completed transaction
Void a line itemVoid SalesVoid a single item from a completed sale
Apply manual discountApply DiscountsAdd a percentage or dollar discount
Override purchase limitManager-levelApprove a sale that exceeds cannabis purchase limits
Open cash drawerOpen Cash DrawerManually open the drawer without a sale
Process returnProcess ReturnsHandle product returns and refunds
info

The exact permissions required for each action are configured by your admin in Admin > Users > Roles & Permissions. Your store may have different thresholds or additional restricted actions.

Purchase Limit Override​

Cannabis dispensaries must enforce daily purchase limits. When a sale would push a customer over their daily limit, a special override modal appears with additional context:

What the Override Modal Shows​

FieldDescription
Previously TodayHow many equivalent grams the customer has already purchased today
This SaleThe equivalent gram total of the current sale
Daily TotalThe combined total if this sale is approved
Daily LimitThe configured limit (e.g., 30g)
Over byHow much the sale exceeds the limit

Authorizing the Override​

  1. A manager reviews the limit information.
  2. They enter their PIN to authorize the sale.
  3. Optionally, they enter an override reason (e.g., "Medical exemption", "Customer verification completed").
  4. The sale proceeds with the manager's authorization logged.
warning

Overriding purchase limits should be done only in accordance with your jurisdiction's regulations. Frequent overrides may indicate a compliance issue that should be reviewed with your compliance officer.

Who Can Authorize​

Only users with the Manager or Admin role (and the specific permission being overridden) can provide authorization. When a PIN is entered:

  1. The system searches for an active user whose PIN matches.
  2. It verifies the user has the required permission.
  3. Both conditions must be true for the override to succeed.

Multiple Managers​

If your store has multiple managers, any of them can provide the override. The system does not require a specific manager -- any valid manager PIN with the correct permission will work.

Admin Users​

Admin users can authorize any override, as they have full system permissions.

What Gets Logged​

Every manager override creates an audit trail entry:

Logged DataDescription
ActionWhat was being authorized (e.g., "void_sales")
Requested byThe cashier who triggered the override
Authorized byThe manager who provided the PIN
TimestampWhen the override occurred
Override reasonThe reason provided (if applicable)
Additional contextSale ID, product details, limit amounts, etc.

This audit trail is available in the admin panel under Reports > Activity Log and is important for compliance and accountability.

tip

Reviewing override logs regularly helps identify:

  • Cashiers who frequently need overrides (training opportunity)
  • Products that commonly trigger price or limit overrides
  • Patterns that may indicate process improvements are needed

Security Considerations​

PIN Security​

  • PINs are 4-digit numeric codes assigned to each user.
  • PINs are securely hashed -- they are never stored in plain text.
  • The system does not enforce PIN uniqueness. Using the same PIN for multiple users can cause authentication issues -- ensure each user has a distinct PIN.
  • PINs should be treated as confidential. Sharing PINs undermines the accountability system.

Override Prevention​

  • The manager walks to the register and enters their PIN on the cashier's terminal. The PIN entry is part of the POS workflow on the same screen where the restricted action was triggered.
  • The override is tied to a specific action and expires immediately after use. It does not grant ongoing elevated permissions.
  • Failed authorization attempts are logged, helping identify potential unauthorized access attempts.

Common Scenarios​

Cashier Needs to Void a Sale​

  1. Cashier opens Sales History and selects the sale to void.
  2. The system prompts for manager authorization.
  3. Cashier calls a manager over to the register.
  4. Manager enters their PIN.
  5. Cashier enters the void reason.
  6. The void is processed with both users logged.

Customer Over Purchase Limit​

  1. Cashier completes the cart and initiates payment.
  2. The system detects the customer's daily total would exceed the limit.
  3. The override modal shows the limit details and how much the sale exceeds it.
  4. A manager reviews the situation and decides whether to authorize.
  5. If authorized, the manager enters their PIN and optionally provides a reason.
  6. The sale completes with the override recorded.

Discount Requires Approval​

  1. Cashier applies a discount that exceeds their permission level.
  2. A manager override prompt appears.
  3. Manager enters PIN to approve the discount.
  4. The discount is applied with the override logged.

Manager Not Available​

If no manager is available to provide a PIN:

  • The action cannot be completed. The cashier must wait for a manager.
  • The cashier can cancel the override prompt and serve the next customer in the meantime.
  • Consider adjusting permissions so common actions do not require overrides during periods when a manager is not present.

Troubleshooting​

ProblemSolution
"Authorization failed" errorVerify the PIN is correct and belongs to an active manager/admin. Check that the manager has the specific permission required.
Override prompt not appearingThe cashier already has the required permission. This is expected behavior -- overrides are only needed for actions beyond the user's permission level.
Manager's PIN not workingThe manager's account may be deactivated or their role may not include the required permission. Check user settings in the admin panel.
Override succeeds but action failsThe override only authorizes the action. If the subsequent action fails (e.g., server error during void), it is a separate issue. Try the action again.
PIN field does not accept inputEnsure the POS browser tab is focused. On touchscreen devices, tap directly on the PIN field to activate the keyboard.

Best Practices​

  1. Keep PINs confidential. Do not share PINs between staff members. Each override should be traceable to a specific person.
  2. Set appropriate permission levels. If cashiers frequently need overrides for routine actions, consider adjusting their permissions to reduce friction.
  3. Review override logs weekly. Regular review catches unusual patterns early.
  4. Ensure manager coverage. At least one person with override authority should be available during all operating hours.
  5. Use meaningful override reasons. When prompted for a reason, provide enough detail for future auditing.
  6. Change PINs periodically. Rotate PINs every few months, especially when staff members leave.

What's Next?​