- What to do in case of an error?
- A customer requires a refund of prepayment done via Treatwell
- Not all appointments have been checked out yesterday. How can I make up for them?
- A day-end closing has already been carried out by mistake or a mistake has been made while carrying out.
- Which paper rolls are compatible and where to buy them?
What to do in case of error
Just like any other technical system errors can’t be categorically ruled out for Treatwell POS as well. There’s always a possibility of hardware or software malfunctions and - more common - operating errors by the users. Thus if incorrect POS data would be generated due to such errors that’s no sole reason to simply assume that your accounting is flawed in general.
But incorrect POS data due to such errors and malfunctions should always be explainable; it’s best to have an written explanation prepared before any tax audit. For example you could add a note to your documents such as “Operating error while carrying out the day-end closing on 06/08/2018”.
A customer requires a refund of a prepayment done via Treatwell because e.g. a service could not be performed on-site
Where people act there are misunderstandings and errors. So it can’t be categorically ruled out that a customer that has booked and prepaid via Treatwell (Treatwell App or treatwell.co.uk) ends up not receiving all services on-site. In those situations - only then! - if the customer qualifies for a refund of a prepayment done via Treatwell always proceed as follows:
Instruct the customer that prepayments can only be refunded entirely and that the customer has to approach Treatwell since you can’t issue the refund. The customer shall call our customer experience team (03301003515). The new and correct subtotal has to be paid on-site instead.
In order to do so create a new appointment including those services that have actually been performed and perform a checkout choosing the on-site payment method. Then open the original bocked appointment and add a note that describes the case. Afterwards just leave that appointment in the calendar (without performing a checkout) since it will vanish as part of the actual refund later.
Not all appointments have been checked out yesterday. How can I make up for them?
It’s neither legit nor technically possible to make up for such appointments in a sense that those transactions shall subsequently be a part of yesterday’s end of day report.
The reason is simple: It’s irrelevant for Treatwell POS on which day an appointment lies in calendar - Treatwell POS tracks the checkout of an appointment (and other transaction) in the moment it’s carried out unalterably saving dating and time. So, if you check out yesterday’s appointment today, yesterday’s end of day report will of course remain unchanged. That transaction will be part of today’s end of day report, the particular day then, the checkout has been carried out in Treatwell POS.
In order to work properly and compliantly you should keep that in mind and carry out any business transaction immediately and on the same day.
A day-end closing has already been carried out by mistake or a mistake has been made while carrying out.
A day-end closing is irreversible and can only be carried out once per calendar day.
The day-end closing literally ends the business day. It’s the final confirmation that any business transaction of the current day has been performed and that no changes shall be possible any more.
As soon as the day-end closing is carried out the end of day report is generated and all POS functions that create a business transactions (e.g. checkout, refund, cash withdrawal or cash deposit) are deactivated until the next calendar day breaks dawn.
If you’ve made a mistake while closing the day you won’t be able to make a corrective transaction up until the next calendar day. In order to comply with tax & accounting requirements the incorrect end of day report remains unaltered. Any (corrective) transaction is always part of the end of day report report it has been carried out.
In such cases it’s best to have an written explanation prepared before any tax audit. For example you could add a note to your documents such as “Operating error while carrying out the day-end closing on 06/08/2018”. As a basic principle you should make sure, e.g. by appropriate job instructions, that these kind of mistakes are prevented, that each day-end closing on any business day is carried out carefully.
Which paper rolls are compatible and where to buy them?
Thermal paper rolls can be bought at most office supply shops. Make sure that they have these measurements in order to be compatible: 57mm (roll width) x 25m (roll length) x 12mm (core). The diameter of a role should then be around 45mm.
The cash drawer does not open respectively no receipts are being printed
If the mPOP, our combined cash drawer and receipt printer device, fails to open or print, one might usually think that the device flawed or broken. But in order to be able to do so the mPOP - apart from working correctly itself - needs to have several conditions fulfilled. For example it might also be that the iPad (or at least its bluetooth function) is flawed. In the beginning this troubleshoot assumes that your iPad is working just fine.
The mPOP has two mechanical functions: It can print receipts and open its cash drawer. If all of the following conditions are fulfilled the mPOP should always be able to do both. If for some reasons your mPOP is only able to execute one of them, then you should instantly give us a call.
Otherwise, to quickly find out why both functions fail, you have to check the following conditions. They are ordered that way for a very important reason; in order to fulfill condition number 4, the previous - 1, 2, 3 in that case - have to be fulfilled as well.
This troubleshoot will guide you through step by step. It’s very important that you stick to its order and perform each step as explained. In case you are not really familiar with technical issues or devices, we strongly recommend to ask someone who is to help you on-site, because this should prevent additional costs due to unwarranted shipping and device inspections costs if the inspections reveals that the mPOP is working just fine.
Condition 1: The mPOP is switched on and the blue light is shining on the top of the cash drawer.
If the switched on mPOP does not light blue on the top, switch it off and try another power outlet. Don’t use a multi-contact plug then.
Condition 2: Only one mobile device is paired with your iPad.
While it’s possible to pair multiple devices with the mPOP you must not do so. If you have done so, roll back and just leave the iPad that you want to use paired. This applies for all devices: Android tablets or smartphones and iPhones can be paired with the mPOP - but you should not use them and if you do so, it will compromise or even ban your iPad.
If you had to de-pair devices (via the device’s settings or simply by deactivating bluetooth on those devices entirely) turn off the mPOP, wait some seconds and then switch it on again.
Condition 3: At least the iOS version 9 is installed on your iPad.
Take your iPad and open ‘Settings’. Then choose ‘General’ on the left side and ‘Software Update’ afterwards. Your current iOS version will then be displayed (e.g. ‘iOS 11.3.1). Condition 3 is fulfilled if your iPad’s iOS version is 9 or higher. In case there’s an update available, install it. If there’s no update available and your iOS version is below 9 then that’s the problem: You have to buy a newer iPad modell.
Condition 4: iPad and mPOP are paired via bluetooth.
Open your iPad’s ‘Settings’ and then choose ‘Bluetooth’ on the left side. On the right side you should see ‘STAR mPOP’ below ‘MY DEVICES’. If ‘Not Connected’ is displayed, click on it. This triggers the pairing and should be completed within some seconds. If ‘Connected’ is displayed then, condition 4 is fulfilled.
If the pairing fails - so if there’s still ‘Not Connected’ displayed - turn off the mPOP. Then click the little ‘i’ right next to ‘Not Connected’, then ‘Forget this device’ and confirm this step with ‘OK’. Then you have to perform a soft reset on both devices. Don’t worry, this won’t delete anything on your iPad.
First make sure that your mPOP is really turned off. Then locate the tiny red button (‘RST’) right next to the small socket for the iPad charger on the bottom side of the mPOP. Then push that button and continue pushing it while you turn on the mPOP and wait until the red light has been turned off and only the blue left remains on. Then release the red button. If you are not sure, if you’ve performed that step correctly, repeat it, starting with turning the mPOP off again. When you have succeeded turn off the mPOP again.
Then take your iPad. If you have some unsaved content in apps, save it now. Afterwards click the home button to be redirected to home screen. Then start pushing the power button (on the top right side of the iPad) and the home button simultaneously up until the apple logo appears. Wait for the iPad to restart and then turn on the mPOP again. Open ‘Settings’ on the iPad and then ‘Bluetooth’ on the left side. Next click ‘STAR mPOP’, wait for the pairing attempt and confirm. It will take your mPOP and iPad some seconds pair; finally the iPad should show ‘Connected’. If it does not jump to ‘Conclusion’ in this troubleshoot.
Condition 5: The latest version of the ‘Treatwell Connect (for salons)’ app is installed on your iPad.
The mPOP can only be controlled by our ‘Treatwell Connect (for salons)’ app. If you try to control the mPOP via a browser app such Chrome then this is the problem.
In order to control the mPOP it’s mandatory to use the latest version of the ‘Treatwell Connect (for salons)’ app. If it is not installed on your iPad open the ‘App Store’, search for Treatwell and download our ‘Treatwell Connect (for salons)’ app.
If you have it already installed, open the ‘App Store’ and check if there’s an update available by clicking ‘Updates’ on the bottom menu. If so it will be downloadable then. If there is none you are using the current version.
Condition 6: Your iPad has an active and constant internet connection.
Check your iPad’s internet connection by e.g. browsing the internet for some minutes. Repeat that some time later to check its stability. If both attempts work properly (and quick), this condition should be fulfilled.
If browsing does not work at all or only instably, contact your internet service provider. If you use an iPad Cellular you can also add a sim card and use mobile data instead.
If all of these conditions are fulfilled and you’re still not able to print a receipt or to open the cash drawer, we need to make sure, that it’s your mPOP and not your iPad that is flawed. In order to do so, de-pair your iPad and your mPOP: Open your iPad’s settings, choose ‘Bluetooth’ on the left side and then click the tiny ‘i’ next to ‘STAR mPOP’. Afterwards click ‘Forget this device’ and confirm this step with ‘OK’ - and do not pair mPOP and iPad again.
Next grab another mobile device, preferably an iOS device (iPad or iPhone with at least iOS version 9 installed) or an Android device (tablet or smartphone with at least Android version 5 installed). Then turn off the mPOP, wait some seconds, and turn it off again. Now pair the other mobile device (via its Bluetooth settings) with the mPOP. Afterwards open ‘App Store’ or ‘Play store (dependent on your device), install our ‘Treatwell Connect (for salons)’ app and then login with your credentials. Now try to print a receipt and to open the cash drawer. If it works, then it’s very likely that your iPad is flawed. If it does not work, then give us a call and have your iPad model name, your iOS version and your Connect iOS app version at hand. Also, we require a proper description of the error you are experiencing (the can be an error message) to help you. Also if the mPOP has been working properly and for some reasons stopped doing so, it’s also important for us to know if something has changed on-site recently.
How to find out iPad model name, iOS version and Connect iOS app version?
The iPad model name is placed on the back side of the iPad. There are two tiny lines on the very bottom of the device, the first one has the model name in it: There’S a combination of letters and numbers on the right side (e.g. ‘A1474’).
The iOS version can be found via the iPad’s ‘Settings’. Choose ‘General’ there and then ‘Software Update’ to have the iOS version displayed (e.g. “iOS 11.3.1). If there’s an update available install it.
The app version of our Connect iOS app is displayed within the app. In calendar view click the name of your salon on the top left side and then ‘About’ almost on the very bottom of that menu. The version is placed right under the green ‘Treatwell Connect’ line (e.g. Version ‘4.16.1 (23010683)’).
Help please - the mPOP prints white!?
The problem is not that there’s no ink left, it’s because the thermal paper role has been thread up the wrong way round.
In such cases open the printer drawer on the left front side (gentle push, then pull it towards you). The lid of the papercase will open up if you pull the blue lever on the right hand side. Then insert the paper role into the drawer so that the loose end is on top and pointing towards you.
Why only iPad POS and not Android POS as well?
We are well aware that Android tablets are often cheaper than Apple iPads. We also know that it’s painful for those that have already been using Android tablets to be forced to use an iPad to control the mPOP. But there are solid arguments why we embrace iPads: We want to retain control and a high service level. The amount of different iPad models is very little while the amount of different Android tablets is enormous. Being a young company we cannot guarantee to quickly find solutions for issues with devices we neither have available nor necessarily know of. In order to save you and us the trouble of not being able to reproduce issues you might experience, we require you to use an Apple iPad for Treatwell POS.