Who is this for?
Staff who need to handle payment issues, cancel orders, process refunds, or assist customers during technical difficulties while using the Kiosk.
Before You Begin
Your POS register is operational and can accept payments.
You have Manager level access for cancellations and refunds.
You have Manager PIN access for Kiosk settings.
You have an active Kiosk license.
Step-by-Step Guide
Handling Payment Failures
How To Handle Payment Errors or Timeout
A "Payment Error" or "Payment Timeout" screen appears on the Kiosk with an error message such as:
Common Causes:
Insufficient funds in customer's account.
Card declined by bank.
QR payment timeout (customer took too long to scan).
Network connectivity issues.
Card not enabled for online payments.
1. Guide Customer to Retry
Ask the customer to tap 'Retry' button on the Kiosk.
If successful → Order is processed automatically with no further action needed.
If fails again → Proceed to 'Change Payment Method'.
2. Guide Customer to Change Payment Method
Ask the customer to tap 'Change Payment Method' button.
Customers can try a different payment option:
Switch from QR to Card Terminal (or vice versa)
Try a different card
If successful → Order proceeds automatically.
If online payment options are not suitable → Proceed to 'pay at counter'.
3. Guide Customer to 'Pay at Counter'
Ask the customer to select 'Pay at Counter'.
Kiosk prints a receipt with order details.
Customer brings receipt to the counter.
Process payment on POS using any available payment method (cash or card via external terminal)
How To Manually Approve a Transaction (When Customer Shows Proof of Payment)
Sometimes a customer's payment is deducted from their account, but the order doesn't go through on the Kiosk due to network issues.
When To Use Manual Approval:
Customer shows proof payment was made (banking app screenshot, transaction notification).
Payment amount matches the order total.
Order did not process on the Kiosk.
Customer should not be charged twice.
How To Manually Approve:
1. Tap the top right corner of the Kiosk screen 3 times; a 'Manager PIN' prompt will appear
2. Enter your 'Manager PIN'
3. The manual approval screen appears
4. Enter the reason for manual refund/approval (e.g., "Payment deducted but order failed", "Customer showed bank statement")
5. Tap 'Confirm'
6. The order will be processed and sent to the kitchen for preparation.
Refunding Kiosk Orders
You can only refund Kiosk orders manually through the POS Register. Refunds cannot be processed directly on the Kiosk device or the BackOffice.
How To Refund a Completed Kiosk Order (After Payment)
1. On your POS register, tap the 3 dots icon on the right side (menu icon)
2. Tap 'Manual Refund'
3. Enter the items that you want to refund.
4. Verify the refund total matches what customer paid
5. Complete the transaction
Enter Manager PIN if prompted
6. Choose a refund method.
7. Select a refund reason from the options.
8. Tap 'Confirm'.
Provide refund receipt to customer
Troubleshooting
Issue | Solution |
QR Payment code not appearing on Kiosk | Verify internet connection. Check if DuitNow QR is enabled in BackOffice (Settings → Payment Options). Guide customer to Pay at Counter temporarily |
Customer says payment was deducted but order didn't go through | Double check if customer made the payment. Once confirmed, perform a Manual Refund on the Kiosk. |
Payment succeeds but kitchen doesn't receive order | Check kitchen printer connection and KDS connectivity. Verify Kiosk's assigned Main Register has kitchen printing enabled and check if the product has an assigned printer. |
Cannot find order to refund on POS | Check Transactions > Online tab (not Open Orders). Filter by "KIOSK" label. Search by order number or time. Verify date range matches when order was placed |
Customer wants to cancel after paying | Explain that paid orders cannot be canceled, only refunded. Process a manual refund through POS following the refund procedure above |
FAQs
1. Can I cancel an order that's already being prepared in the kitchen?
Yes, but this should be avoided when possible as it wastes food. If you must cancel, communicate with kitchen staff immediately to stop preparation. For paid orders, process a manual refund instead.
2. Can I see which specific Kiosk made a sale?
Yes, in your Online Order Management reports in BackOffice reports. Go to Online Orders > Online Order Management.
Need Help?
Contact StoreHub Support via live chat in your StoreHub app or email [email protected].
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