Fix common POS issues

Use this guide to resolve common Point of Sale (POS) issues during checkout, transaction review, refunds, and register balancing.

Before you begin

• Check that you are working in the correct Current Location.
• Confirm the correct client, operator, appointment, cart, and payment details before completing a sale.
• If a sale has already been completed, do not edit the original transaction. Use a refund and create a new sale where required.
• If you cannot access a POS action, ask a manager or admin to check your role permissions.

Problem: The wrong operator is linked to a sale

A sale may be recorded against the wrong staff member if the operator is not changed before checkout.

• If the sale is still in the cart: select the correct operator before taking payment.
• If the sale has already been completed: check whether your clinic process requires a refund and re-invoice, or whether the reporting correction can be handled by an admin.
• To prevent this: confirm the operator before selecting the payment method and completing checkout.

Problem: The wrong payment method was used

Completed POS payments cannot currently be changed to a different payment method.

• Solution: refund the original transaction, then process the sale again using the correct payment method.
• Before refunding: check whether the original payment has settled or needs to be handled outside Cosmesoft, especially for card or third-party payments.
• When re-processing: confirm the payment method before selecting Process Payment.

Problem: Payment method is missing or greyed out

• Check that the payment method is enabled in Settings > Payment Methods.
• Check that a payment account is set up if you use an integrated provider such as 2Pay.
• Check your internet connection. Integrated payment methods may need a stable connection to appear active.
• Ensure a client and operator are assigned to the sale, as some payment options require client or operator tracking.

Problem: The wrong client is linked to a sale

• If the sale is still in the cart: remove the incorrect client and select the correct client before checkout.
• If the sale has already been completed: refund the transaction if the sale needs to be reissued to the correct client.
• To prevent this: use the client search or Today’s Booking option carefully, and confirm the client name before payment.

Problem: An item is missing from the cart

• Check that the item type is being added from the correct area, such as services, products, gift vouchers, treatment packages, or account top-ups.
• Check that the item is active and available at the selected location.
• If the item is linked to an appointment: return to the appointment and use Add to Sale again if required.

Problem: Cart item shows the wrong price

• Check whether the price is coming from the service, product, promotion, package, voucher, or account top-up setup.
• For a one-off correction: adjust the item price in the cart if your role allows it.
• For a permanent correction: update the master setup in the relevant settings area, such as Settings > Services or Inventory > Products.

Problem: Discount, promotion, voucher, or loyalty value is not applying

• Check that the client, item, date, and location meet the rules for the discount or promotion.
• Check that the gift voucher, loyalty balance, package, or account credit has enough available value.
• Check whether the value has already been redeemed on another transaction.

Problem: Product stock is incorrect after a sale or refund

• For sales: confirm the product and quantity were added correctly before checkout.
• For refunds: use the stock return option only when the client has returned the product and it should be added back to inventory.
• If stock is still incorrect: ask a manager or admin to review inventory movements and make a stock adjustment if required.

Problem: Cannot process a refund

• Check that the transaction is a completed sale and still has refundable items.
• Check that you have permission to process refunds.
• Check whether the refund should go back to the original payment method, to cash, or to the client account as credit.
• If the refund is for a product: confirm whether the product should be returned to stock.

Problem: Cannot find a transaction

• Check that the correct location is selected.
• Adjust the From and To date filters to include the transaction date.
• Search by client name, mobile number, invoice number, or transaction ID.
• Clear status or type filters if they are hiding purchase or refund records.

Problem: Cannot close the POS session

• Complete each step in the register balancing flow before closing the session.
• Enter counted amounts for the payment methods that require balancing.
• Add a comment for any variance between expected and counted totals.
• Confirm the next session float and cash to deposit before closing.
• Refresh the page if the interface appears frozen, then check that the session has not already closed before trying again.

Problem: The cash drawer balance does not match expected totals

• Review payments received, refunds, liabilities, and cash movements for the session.
• Check that cash in and cash out entries were recorded with the correct reason and amount.
• Recount the physical cash before confirming the final drawer balance.
• Add a clear comment explaining the variance before closing the session.

Problem: Receipt, invoice, or summary did not print or email

• Check the printer connection, paper, and browser print settings.
• Open the transaction from the Transaction tab and use the available receipt or invoice options again.
• For email: confirm the client email address is correct before resending.
• For session summaries: print or email the summary before leaving the final session summary screen if your workflow requires it.

When to ask for help

Contact your manager, admin, or Cosmesoft Support if:

• A payment has been taken from the client but the transaction is not showing in POS.
• A refund has failed or has been processed twice.
• The register cannot be balanced after checking payments, refunds, liabilities, and movements.
• You need to correct a completed sale and are unsure whether to refund and re-invoice.

Troubleshoot payment processing and cart visibility problems at checkout.

Problem: Payment method is missing or greyed out

• Verify that all payment methods you wish to access are enabled in the Settings > Payment Methods.
• Verify that a payment account is setup if you wish to use 2Pay in Settings > Payment Accounts.
• Check your internet connection; some integrated methods like 2Pay will require a stable connection to appear active.
• Ensure a client and staff member are assigned to the sale, as some methods are restricted and need to be linked to a client and/or operator for tracking and reporting.

Problem: Cart item shows the wrong price

• Note: Pricing is pulled from the master Service or Product setup.
• Solution: Manually edit the price in the cart for a one-off adjustment, or update the master price under Settings > Services or Inventory > Products for permanent changes.

Problem: Cannot close the POS session

• Ensure that an actual amount has been entered for every payment type in the closing modal.
• Enter comments for any discrepancies in the Expected and Actual Amounts.
• Refresh the page to resolve any temporary interface freezes.