FAQ — Sale & Checkout
import { Aside } from ‘@astrojs/starlight/components’;
Lane-required banner
Section titled “Lane-required banner”Cause: The store has multiple lanes and you have not picked the lane you are working at.
Fix (3 steps):
- On the top bar, click the Lane chip (next to the store name).
- Pick the lane you are physically on (e.g.
Lane 1). - Open a Work shift on that lane if none is open yet.
Once selected, the banner disappears and you can tender normally.
Test ID: TC-PS2-011
Stock error when adding or paying
Section titled “Stock error when adding or paying”Fix:
| Situation | Fix |
|---|---|
| Customer wants a smaller quantity | Lower the line quantity to the available stock |
| Sold out but want to ring anyway | Enable allow negative stock (owner config under Store settings) |
| Selling by case / pack | Check the variant’s case pool — units may split from the parent |
| A newly-added product is missing | Refresh the catalog: pull down on the product grid, or switch store and back |
Test ID: stock highlight via usePosPlaceOrder — see POS guide.
Payment failed / card declined
Section titled “Payment failed / card declined”Fix (4 steps):
- Confirm with the customer — sufficient balance, no PIN lock, card inserted / tapped correctly.
- Retry once on the same terminal — it may just be a network timeout.
- Switch method per store policy (e.g. cash + a different card).
- Check the terminal link — see FAQ — print & hardware.
Payment stuck in pending
Section titled “Payment stuck in pending”Fix:
- Wait 60–90 seconds — the webhook or poll will resolve on its own.
- Do not click Pay / OK again — that creates a second request.
- If pending for > 2 minutes, check:
- Bridge on Vendor Desktop is still running (status icon).
- Terminal has network (LAN or WS).
- To cancel a stuck transaction, call the store owner — they can void it from the dashboard.
See also: Card & terminal and FAQ — print & hardware.
Guest customer cannot use debt
Section titled “Guest customer cannot use debt”Cause: A walk-in (guest) customer has no CRM record. Debt tender only works for known customers.
Fix:
- Click Customer on the Sale screen.
- Quick-add the customer (name + phone) or find them in CRM.
- Attach the customer to the cart → “Customer debt” becomes active.
See: Sale — with customer and Sale — customer debt.
Session expired mid-order
Section titled “Session expired mid-order”Cause: The sign-in session expired (idle timeout or owner-configured short timeout).
Fix:
- Sign in again with the same email + password.
- After re-entry, check the Drafts tab — unfinished orders may still be there.
- If the order is gone, recreate it from scratch. Report to the owner if it keeps happening.
Prevention tips:
- Turn on Remember me so the refresh token auto-renews.
- Avoid leaving the terminal idle too long mid-shift.
Test ID: TC-PS2-021
Still stuck?
Section titled “Still stuck?”Send to the store owner or support@lionpos.com.