Who is this for?

StoreHub merchants and cashiers who use the AMS1 terminal to take card payments at the counter.

Overview

This article shows you how to take a card payment with the AMS1 terminal, how to cancel a payment that is still in progress, how to void a completed payment in the same shift, and what to do if the POS shows a timeout but you are not sure whether the customer was charged.

If your terminal is not yet set up, see 'How to Set Up the AMS1 Terminal and Docking Station' first.

Before You Begin

Your AMS1 terminal is powered on and showing the StoreHub Pay idle screen.
The terminal is connected to WiFi or 4G — check that the connection icon is visible at the top of the screen
Your POS register is synced with BackOffice and 'StoreHub Pay' appears as a payment method.

Step-by-Step Guide

Make a Card Payment

1. Create the order on the StoreHub POS as normal and tap 'Charge'.

2. On the payment screen, select 'StoreHub Pay'. The name on the button may be different if your account has set a custom name for it.

3. The AMS1 terminal lights up and shows the amount with the message 'Tap, insert, or swipe card'.

4. Hand the terminal to your customer or position it so they can reach it. Ask them to pay using one of the following methods:

Contactless — tap the card or phone (Apple Pay, Google Pay, Samsung Pay) on the terminal.
Chip — insert the card into the chip slot at the bottom of the terminal. The customer enters their PIN if prompted.
Magnetic stripe — swipe the card through the slot on the side of the terminal.

5. The terminal shows 'Authorizing'. Wait for the result. Do not interrupt the terminal while it is authorized.

6. The result appears on both the terminal and the POS:

'Approved' — the receipt prints automatically from your POS receipt printer. The card payment details are included as part of the full transaction receipt.
Declined' — the POS shows the reason. Offer to retry or use a different payment method.

Note: Whether the receipt prints automatically depends on the receipt printing setting on your StoreHub POS. If you have turned automatic receipt printing off, you can still print the receipt manually from the POS.

Cancel a Payment That Is In Progress

If you started the payment by mistake or the customer wants to use a different payment method, you can cancel the payment while it is still on the terminal.

1. While the POS shows 'Payment processing...', tap 'Cancel' on the POS or on the AMS1 terminal.

2. The terminal returns to the idle screen. The customer is not charged.

Note: You can only cancel while the terminal is waiting for the card. Once the customer has tapped, inserted, or swiped, the payment cannot be cancelled — only voided afterwards. See the next section

Void a Completed Payment (Same Day, Same Shift)

A void is a full reversal that returns the entire amount to the customer's card. Use this when the wrong amount was charged or the customer changed their mind right after paying.

A void is only possible if all of the following are true:

The transaction was completed in the same day and the same shift.
The AMS1 terminal is online — the void is sent directly to the terminal and will fail if the terminal cannot be reached.

1. On the StoreHub POS, go to the 'Transactions' screen.

2. Find and tap the completed transaction you want to void.

3. Tap 'Cancel Transaction'.

4. Choose the reason for the cancellation from the list.

5. Confirm the cancellation.

6. The POS sends the void to the AMS1 terminal and shows confirmation when it is complete. The full amount is credited back to the customer's original card.

Note: If the transaction is from a different day, or the shift has been closed, the POS will not let you cancel the transaction. In that case, issue a refund using a different payment method (for example, cash) instead.

Handle a POS Timeout When the Payment Looks Successful

Sometimes the POS shows a timeout or error, but the customer believes the payment went through — for example, they saw 'Approved' on the terminal but the POS did not.

When this happens, the AMS1 terminal is the source of truth — not the POS.

Note: Do not charge the customer again until you have confirmed the result on the terminal. Charging again before checking can result in a double charge.

1. On the AMS1 terminal, open 'Transaction History'.

2. Find the transaction by amount and time.

3. Check the result and follow the matching action:

Result on terminal	What to do
Approved	The customer was charged successfully. Complete the order on the POS without taking payment again.
Declined	The customer was not charged. It is safe to retry the payment.
Refunded	Payment refunded. Safe to retry.

Troubleshooting

Issue	Solution
Payment is declined for no clear reason	Ask the customer to try a different card or payment method. Repeated declines on the same card are usually a card issuer issue, not a terminal issue.
Receipt did not print after an approved payment	Check the paper roll in your POS-connected receipt printer. Replace it if it is empty. Then reprint the receipt from the POS Transactions screen.
'Cancel Transaction' is greyed out on the POS	The transaction is from a previous day or the shift has been closed. Issue a refund using a different payment method instead.

FAQs

1. Can I take a payment if the terminal has no internet?

No. The terminal needs WiFi or 4G to authorize a card payment. If both are down, take payment using a different method.

2. How do I refund a payment from a previous day?

A void is only possible on the same day and same shift. For older transactions, issue a refund using a different payment method (for example, cash) on the POS.

3. What happens if the customer's card is declined?

The terminal and the POS both show 'Declined'. The customer is not charged. Offer to retry or take payment another way.

4. What does 'Authorizing' mean on the terminal?

The terminal is sending the payment to the card network for approval. This usually takes a few seconds. Do not interrupt the terminal during this time.

5. The customer says they were charged twice — what should I do?

Open the AMS1 'Transaction History' and check how many 'Approved' transactions appear for that amount and time. If there are two, void the duplicate from the POS Transactions screen if it is the same day and shift. If it is from an earlier day, contact StoreHub Support.