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POS FAQ

Cashier Manager

Common questions about using the POS register interface for daily sales operations.

Logging In & Getting Started​

How do I log in to the POS?

Navigate to storename.brotherpos.ca/pos in your browser. You can log in with:

  • PIN login -- Enter your 4-digit PIN. This is the fastest method for cashiers switching between shifts.

The standard POS login uses PIN only. Email and password login is for the admin panel, not the POS register.

Your admin or manager assigns your PIN during account creation. If you do not know your PIN, ask your manager. See Logging In for details.

What do I do if I forgot my PIN?

Ask your manager or admin to reset your PIN. PINs can be changed in the admin panel under Admin > Users. PINs are hashed and cannot be recovered -- they can only be reset to a new value.

The POS says "No Active Drawer Session." What do I do?

A manager or admin needs to open a cash drawer session before you can process sales. Find your manager and ask them to open the drawer with a starting float. See Opening & Closing Cash Drawers.

Can I use the POS on my phone?

Yes. The POS is a Progressive Web App and works on any device with a modern browser. However, the interface is optimized for tablets and larger screens. On a phone, the layout adapts but the small screen size may make it less comfortable for extended use.

Products & Scanning​

How do I find a product?

You have four ways to find a product:

  1. Type in the search bar -- results filter in real time as you type.
  2. Scan a barcode -- the product is added to the cart automatically.
  3. Browse by category -- use the category tabs below the search bar.
  4. Browse by brand -- use the brand filter.

See Product Search and Scanning for details.

I scanned a barcode but the product was not found. What should I do?

The barcode (SKU) on the product does not match any product in your catalog. This can happen when:

  • The product is new and has not been added to Brother POS yet.
  • The SKU in Brother POS does not match the barcode on the package (check for leading zeros or different formats).
  • The product has been deactivated.

Ask your manager to check the product catalog. You can also search for the product by name in the meantime. See Scanner Issues for detailed troubleshooting.

How do I sell a product by weight?

Tap the weight-based product card. A weight selection modal will appear with preset weights (1g, 3.5g, 7g, 14g, 28g). Tap a preset or enter a custom weight. The price is calculated based on the weight and the product's pricing tier. See Weight-Based Products.

What if a product has variations (sizes, colors)?

When you tap a product with variations, a picker appears showing all available options. Select the specific variation the customer wants. The correct price and inventory are applied automatically. See Modifiers and Variations.

Can I add a product that is not in the system?

Yes. Tap the Manual Item button in the cart pane. Enter a name, price, and optional quantity. Manual items are recorded in the sale but do not affect inventory tracking. This is useful for one-off items or miscellaneous charges.

Cart & Checkout​

How do I change the quantity of an item in the cart?

Use the + and - buttons next to the item in the cart to adjust the quantity. You can also tap on the quantity number to type a specific amount directly.

How do I remove an item from the cart?

Swipe the item to the left (on touch devices) to reveal the delete option, or tap the trash icon next to the item.

Can I put a sale on hold and come back to it?

Yes. Tap the Hold button in the cart. The current cart is saved and a new empty cart is started. To recall a held sale, tap Recall at the bottom of the cart panel and select the sale you want to resume. See Hold and Recall.

How do I apply a discount?

Tap the Discount button below the cart. You can:

  • Apply a percentage discount (e.g., 10% off)
  • Apply a dollar amount discount (e.g., $5 off)
  • Override the final price of a line item
  • Select an active sale campaign to apply automatically
  • Redeem loyalty rewards if a customer is attached

Some discount types require manager authorization. If you are a cashier, you may be prompted for a manager PIN. See Applying Discounts.

What is the difference between a line discount and an order discount?
  • A line discount applies to a single item in the cart. It reduces the price of that one product.
  • An order discount applies to the entire sale total. It reduces the overall amount after all items are added.

Both types can be percentage-based or a fixed dollar amount.

Payments​

What payment methods are available?

Brother POS supports:

  • Cash -- with automatic change calculation
  • Debit -- recorded as electronic payment (or integrated via payment terminal)
  • E-Transfer -- Interac e-Transfer with optional reference number
  • Split Payment -- divide the total across multiple methods

Customers with a store credit balance can apply it during checkout, which reduces the amount owed. Your admin configures which payment methods are enabled for your store.

How does cash rounding work?

Canada has eliminated the penny. Cash transactions are rounded to the nearest $0.05:

Total ends inRounds to
$0.01 - $0.02Round down
$0.03 - $0.04Round up to $0.05
$0.06 - $0.07Round down to $0.05
$0.08 - $0.09Round up to $0.10

Debit and e-transfer payments are not rounded -- the exact amount is charged.

How do I split a payment between two methods?

Tap the Split payment button. Enter the amount for the first payment method (e.g., $20 cash). The remaining balance is shown for the second method. Complete each partial payment in sequence. See Split Payments.

Can I void a sale after completing it?

Yes, but only managers and admins can void completed sales. The cashier should ask a manager to void the sale from the sales history. Voiding a sale reverses the inventory adjustment and removes the sale from revenue totals. See Voiding Sales.

How do I process a return?

Managers and admins can process returns from the Sales History screen. Find the original sale, tap Return, select the items being returned, and choose the refund method. See Returns.

Customers & Loyalty​

Do I have to attach a customer to every sale?

No. Attaching a customer is optional. However, if the customer wants to earn loyalty points, get tier-based discounts, or have the sale appear in their purchase history, you must attach their customer record before completing the sale.

How do I look up a customer?

Tap the customer search area at the top of the cart pane and type the customer's name, phone number, or email. Matching records appear as you type. Tap the correct customer to attach them to the current sale. See Customer Lookup.

Can I create a new customer at the register?

Yes. If the customer is not found in the search results, tap Create New Customer. Enter their name, phone number, and optionally their email and date of birth. The new customer record is created immediately and attached to the current sale. See Creating Customers.

Receipts & Printing​

Does the receipt print automatically?

It depends on your store's settings. If auto-print is enabled for your register, the receipt prints automatically when a sale is completed. If auto-print is disabled, you can print manually by tapping the Print Receipt button on the sale completion screen.

Can I reprint a receipt?

Yes. Go to Sales History from the Recent Activity section in the cart panel (visible when the cart is empty), find the sale, and tap Print Receipt. Managers can also reprint receipts from the admin panel. See Receipts.

Can I email a receipt instead of printing?

No. Brother POS does not currently support emailing receipts. Receipts are printed via the configured receipt printer (thermal, network, or Printer Bridge). If you need a digital copy, you can view the sale details from the Sales History panel or from the admin Orders page.

Offline & Network​

What happens if the internet goes down during a sale?

If you are in the middle of building a cart, you can continue and complete the sale as a cash payment. The transaction is saved to the offline queue and syncs automatically when the connection returns. Card payments cannot be processed while offline. See Offline Issues.

How do I know if the POS is offline?

The POS header displays a connection status indicator. When offline, you will see a clear visual indicator (typically a colored banner or icon) showing that you are in offline mode.