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Payment Issues

Cashier Manager Admin

Payment is the most critical part of a transaction. When something goes wrong at the payment step, it can hold up the line and frustrate customers. This page covers common payment problems and their solutions.

Cash Payment Issues​

Problem: Change Calculation Seems Wrong​

The POS calculates change automatically based on the tendered amount. If the change displayed seems incorrect:

  1. Verify the total. Check that all items in the cart are correct and that any discounts have been applied properly before the payment step.
  2. Check the tendered amount. Make sure you entered the correct amount the customer handed you. The quick-amount buttons ($10, $20, $50, $100) are pre-set -- tap the one that matches what the customer gave you.
  3. Check for rounding. Canada has eliminated the penny. Cash totals are rounded to the nearest $0.05. This is normal and expected behavior.
Canadian rounding rules

Cash transactions round to the nearest nickel: amounts ending in 1-2 round down, 3-4 round up to 5, 6-7 round down to 5, and 8-9 round up to 0. Debit and e-transfer transactions are not rounded.

Problem: Cash Button Is Greyed Out or Missing​

  • Check that a cash drawer session is open. Cash payments require an active drawer session. Ask a manager to open the drawer if needed.
  • Check that cash is enabled as a payment method. Your admin may have disabled cash in Admin > Settings > Edit Settings > Operations tab.

Debit Terminal Issues​

Problem: Terminal Not Responding​

The debit terminal does not react when you process a card payment.

Solutions​

  1. Check the terminal's power and connection. Ensure the terminal is powered on and connected to the network (Ethernet or WiFi).

  2. Restart the terminal. Most payment terminals have a restart option in their settings menu, or you can power cycle them (unplug, wait 10 seconds, plug back in).

  3. Check the terminal's network connection. The terminal needs its own internet connection to communicate with the payment processor. This is separate from the POS network connection.

  4. Process the payment on the terminal directly. If the terminal is not communicating with Brother POS, you can process the card payment directly on the terminal and then record it as a Debit payment in Brother POS manually.

Record manual payments

If you process a card payment directly on the terminal (outside of Brother POS), you must still complete the sale in Brother POS by selecting the Debit payment method. This ensures inventory is updated and the sale appears in reports.

Problem: Terminal Shows "Transaction Declined"​

This is a payment processor issue, not a Brother POS issue. Common reasons include:

  • Insufficient funds in the customer's account
  • Card expired
  • Daily transaction limit reached
  • Card reported lost or stolen

Ask the customer to try a different payment method or a different card.

Problem: Terminal Approved but POS Did Not Record the Sale​

If the terminal shows "Approved" but the POS is still waiting:

  1. Do not process the payment again. The customer has already been charged.
  2. Complete the sale manually. Select the Debit payment method in the POS and complete the sale. The POS records the payment type -- it does not re-charge the customer.
  3. Note the terminal's transaction reference number for reconciliation purposes.

E-Transfer Issues​

Problem: E-Transfer Not Confirming​

Brother POS records e-transfer payments with an optional reference number, but it does not verify the e-transfer was actually received (since Interac e-Transfer is a separate banking system).

Solutions​

  1. Verify the e-transfer in your bank's online portal or app. Check that the transfer has been received or is pending.

  2. Ask the customer to confirm they have sent the e-transfer and to show you the confirmation on their device if your store policy allows it.

  3. Enter the reference number. When processing an e-transfer payment in the POS, enter the customer's Interac reference number in the reference field. This helps with reconciliation later.

  4. If the e-transfer has not arrived yet but the customer shows a confirmation, use your store's policy to determine whether to complete the sale or wait. Brother POS records the payment as soon as you confirm it in the POS -- it trusts the cashier's judgment.

E-transfer best practice

Establish a store policy for e-transfers: do you release the product once the customer shows their sent confirmation, or do you wait until the funds appear in your account? Consistency prevents confusion.

Split Payment Issues​

Problem: Split Payment Totals Do Not Add Up​

When splitting a payment across multiple methods, the total of all partial payments must equal the sale total exactly.

Solutions​

  1. Check for rounding. If one of the split methods is cash, the cash portion may be rounded to the nearest $0.05. Adjust the other payment amounts accordingly.

  2. Re-enter the split amounts. Cancel the split payment and start over, carefully entering each amount.

  3. Use the remaining balance feature. After entering the first payment amount, the POS shows the remaining balance. Use this number for the second payment rather than calculating it manually.

Problem: Cannot Cancel a Partial Split Payment​

Once you have confirmed the first partial payment in a split, you cannot undo it within the current transaction. If you need to cancel:

  1. Complete the sale with the remaining balance using whatever payment method the customer prefers.
  2. Process a return for the entire sale if the customer wants to cancel.
  3. Contact your manager if you are unsure how to proceed.
Do not void mid-split

If a split payment is partially completed and you need to abort, do not close or refresh the browser. Complete the remaining payment or ask a manager for help. Closing the browser mid-split may leave the sale in an inconsistent state.

Payment Method Not Available​

Problem​

A payment method button (Cash, Debit, E-Transfer, etc.) is missing from the payment options.

Solutions​

  1. Check store settings. Payment methods are configured in Admin > Settings > Edit Settings > Operations tab. An admin may have disabled certain methods.

  2. Check if a cash drawer is open. The Cash button requires an active cash drawer session. Ask a manager to open the drawer.

  3. Check your permissions. Some payment methods may be restricted to certain roles.

Reconciliation Problems​

Problem​

End-of-day cash counts or payment totals do not match what was expected.

Solutions​

  1. Review the Z-Report. The Z-Report breaks down all payments by method for the cash drawer session. See Z-Reports for details.

  2. Check for voided sales. Voided sales remove the sale from revenue totals but the physical payment (card charge or cash received) may have already occurred.

  3. Check for returns. Returns reduce revenue but the refund method may differ from the original payment method.

  4. Verify split payments. Split payments record the cash portion separately. Ensure the cash portion is being included in the expected cash calculation.

  5. Check the sales history. In the POS, review the recent sales to identify any discrepancies. In the admin panel, run a Sales Report for the current day with a payment method breakdown.

When to Contact Support​

Contact your admin or Brother POS support if:

  • A customer was charged twice for the same transaction
  • The POS consistently fails to communicate with the payment terminal
  • Payment amounts in reports do not match bank deposits after thorough reconciliation
  • You encounter error messages not covered on this page