Point-of-Sale Quick Start User Guide

Transcription

1 Point-of-Sale Quick Start User Guide A guide for winery staff to learn and understand the operations of the POS service. This guide complements the POS Installation Guide and the online help text. Revised for POS version 4.3 June 2014 Contents Accessing the POS Application... 2 Recording a Sale... 2 Item Selection... 2 Checkout... 4 Order Confirmation... 6 More Details... 7 Refreshing the Product List... 7 Setting Up the POS Application... 7 Other Features... 8 Additional Features... 9 Order Taking on Mobile Devices Kitchen & Bar Ticket Printing Tasting Room Usage / Inventory Adjustments Revision History Offline Transactions Troubleshooting / Frequently Asked Questions Other POS guides are available: POS Planning Guide POS Installation Guide Position Paper: Using a Tablet Device as a POS Station Additional help is also available in the Administration Console at Resources: Help System Entire contents WineWeb Enterprises, Inc. WineWeb Point-of-Sale: User Quick Start Guide 1 June 2014

2 This document allows you to get started using the WineWeb Point-of-Sale (POS) system to process sales in your tasting room (or wherever there is an Internet connection). Accessing the POS Application To begin, you ll need to login to the POS application. As part of the software installation process, the winery administrator should have setup an icon on your desktop labeled POS. Double-click it. Login with your assigned password. Notes: If using multiple stations, each user MUST login with their unique password. If the same user is logged into multiple POS stations, the sessions may get crossed, resulting in corrupt orders. If there is no desktop icon for the POS, an alternate (although not recommended) method is to open a Chrome or Safari browser session and go to You can use the Firefox browser, however it does not support offline transactions. The Internet Explorer browser is NOT supported. We recommend that the POS run in a separate browser (not just a separate browser window) than other web pages on your computer. For example, use Chrome for the POS and Firefox for all other activities, including the WineWeb Administration Console functions. Recording a Sale Item Selection The first page of the POS system may be one of three product views: Product List, Big Button or Barcode Scan. Depending on your setup, you may be able to switch between views. Product List View This view displays the items available for sale and looks similar to the following: WineWeb Point-of-Sale: User Quick Start Guide 2 June 2014

3 Simply enter/select the quantities of items purchased and press the Add selected items to order button. The + button next to each item adds 1 to the quantity. You can also select the quantity from the selection box, or type it, if the quantity field shows as a text-entry field. To the right of the list of wines are other products that you have available for sale. These items can include merchandise, tour/tasting fees, events, gift certificates and wine clubs. If you select an event (with an Add button), gift certificate, or wine club item, an additional page is displayed requesting more information for that item before the item is added to the order. If you are also adding wine or merchandise items, add these first, then go back and add the club, etc. to the order. Big Button View The big button view is suitable for touch screens and can look similar to the following. The buttons can be customized as you d like and can include multiple levels. You then assign products to the appropriate level in the button hierarchy. When you click the buttons, the products at that level display in a view similar to the product list view for you to select. To close the popup window of products, click the X in the corner of the window, or just click anywhere outside of the popup window. Barcode Scan View The scan view allows you to use a barcode scanner to enter items into an order. It looks similar to the following. WineWeb Point-of-Sale: User Quick Start Guide 3 June 2014

4 Once you scan an item, its description and price is displayed. You can adjust quantities with the dropdown or plus button, or you can scan the same item again. A space is available to enter items that don t have a barcode in the system. Checkout Once you have added an item or items into the shopping cart, a page similar to the following is displayed. The top section displays the items in the order. You can change the quantities by typing a new number in the Quantity column. You can delete an item by clicking the trash can icon, however you MUST WAIT for the page to refresh before doing anything else. You can enter a promotion code or check the Wine club member checkbox to give a discount. If part of the order is to be shipped, select those items in the Ship column. If you make any changes to this section, you need to press the Update Items/Totals button to recalculate the total cost. You can also return to the first page to add more items to the order by pressing the Add more items button. The bottom section of the page displays the payment and customer information. There are four tabs that can be pressed to access all the information. When you are finished, you press the Confirm Order button on the Payment tab. WineWeb Point-of-Sale: User Quick Start Guide 4 June 2014

5 Payment Tab Select the Sale Type and Payment Type and enter the payment information. If you are using a magnetic card reader, click your mouse in the credit card number field, then swipe the credit card. The system also reads the customer name from the credit card swipe. If a customer matching that last name is in your customer database, a dialog box is displayed prompting you to choose the customer from a list. Customer Tab The Customer tab allows entry of information about the customer. All fields are optional. If a credit card is swiped, and the customer already exists in the system, the name and address are pre-filled. Otherwise type the customer s last name. As you type, possible matches appear below the last name field. Select a last name from the list. A pop-up window is then displayed listing all matching customers. Select the customer by clicking the radio button next to the customer name, or select the none of the above item. The system then retrieves the customer information. You can also type a phone number (numeric digits only), enter the wine club member ID, swipe or scan a wine club membership card, or swipe/scan their driver s license to retrieve the customer s information. WineWeb Point-of-Sale: User Quick Start Guide 5 June 2014

6 Ship-To Tab If the order (or part of the order) is to be shipped to the customer, complete the Ship To tab. You can check a box to copy the customer information to this page. Even if you are shipping an entire order, the Customer tab must also be completed to correctly record the order. Press the Update Items/Totals to update the shipping cost and sales tax on the order. For a partial ship order, you ll see both the onsite and destination sales tax rates displayed. Notes Tab The Notes tab can be used to enter any shipping notes or any internal notes on the order. If you use the Customer Relationship Management (CRM) service, additional data fields may appear to capture more information for this customer. Order Confirmation When you press the Confirm Order button, the order is recorded and a confirmation page similar to the following is displayed. Press the Print Receipt button to print a receipt on a receipt printer. This may be set to auto open, so no additional keystroke is needed. Press the New Order button to return to the first page and enter items for the next order. * * * * * WineWeb Point-of-Sale: User Quick Start Guide 6 June 2014

7 More Details This remainder of this document provides additional information on using the WineWeb Pointof-Sale (POS) system. Refreshing the Product List Important: The list of products, pricing and descriptions are cached locally on your computer, to improve performance and to enable offline mode in case your Internet connection is lost. If changes are made to the products, you must reset the cache for the product page to display the current data. Select the "Utilities" button, then "Reset Cache". Note that the cache is not reset when you login -- you must use the reset function, however if one POS station resets the cache, all other stations are refreshed at the next login. Setting Up the POS Application Equipment and Software Setup: Refer to the WineWeb POS Installation Guide at Resources: Guides for information on equipment requirements and software/hardware setup. Payment Gateway: You may need a card-present gateway account for the POS. See the Payment Gateway Guide at Resources: Guides for more information. Preferences Setup: The first time you access the POS, click the Utilities button at the top of the page, then select the Preferences link. A new window opens for you to verify your preferences. Many new options are available in the system, which are enabled through the Preferences page. Click the Help link on the Preferences page for details on each option. POS Location Setup: If you have multiple locations where you want to use the POS, and they have different configuration settings, you can setup multiple POS locations at Orders: POS: POS Locations. POS Station Setup: If you have multiple POS stations and you want to track orders by station ID, or you need to configure a payment capture device to a specific station or need to set preferences at the station level, you can setup multiple POS stations at Orders: POS: POS Stations. POS Stations are specific to a POS Location. You must also enable POS stations in the POS Preferences. Button Hierarchy Setup: If you choose to use the big buttons view to display and select products, you ll need to define the button hierarchy in the Administration Console at Orders: Point-of-Sale: Button Hierarchies. Multiple button hierarchies can be setup to support multiple POS locations. Refer to the help text there for detailed instructions. Product Setup: The page at Orders: POS: POS Item Update provides a single page for you to update item numbering, for sale status, pricing, grouping and ticket printer assignment for all your items. WineWeb Point-of-Sale: User Quick Start Guide 7 June 2014

8 Other Features Tasting Room Only Items: You can add wines and merchandise items that are only available in the tasting room by setting up a new item in the content management system and specifying a For Sale type of Tasting room only. These items will appear in the POS, but not on your website. Customer Order History: Clicking the info icon to the right of the first name field in the Customer tab displays the customer s order history, both online and onsite. ZIP Code Lookup: Entering a ZIP Code in the Customer tab section retrieves the city and state. Customer Lookup: In addition to swiping a credit card or typing a customer s last name, you can retrieve a customer s information by entering their phone number (numeric digits only), entering their wine club member ID or scanning the ID number from their club card. If enabled in the preferences, you can also swipe the magnetic stripe or scan the 2D barcode on a driver s license. Combined Ship and Take-away Orders: On the order summary page you can select the items to be shipped for an onsite order. The sales taxes and shipping costs are calculated on each set of items in the order. Multiple Payments on an Order: If a customer gives you cash (or a check) for part of the total and wants to charge the remainder to a credit card (or wishes to use multiple credit cards), click the "Multiple payments" button in the Payment tab. You can swipe or enter credit card numbers by placing your cursor in each credit card field. Specify the amounts for cash, check and each additional credit card. Credit card #1 will process for the balance. You can optionally enter a percentage for the credit card #2 or #3 amount (like 33%) and the system calculates the dollar amount. Printing of Gift Certificates and Event Tickets: If a customer purchases a gift certificate or event ticket, a link appears on the Order Confirmation page to print these. Reporting and Inquiry: At the top of the first page are buttons that allow you to view recent orders, display information on your customers, and print a POS report to balance the cash drawer. Those pages also have a Dashboard link that provides a quick way into the WineWeb Administration Console. Barcode Scanning: You can scan barcodes of your items to add to an order. You can also print sheets containing the barcodes of all your products to aid with scanning. POS Numeric Login: You can setup a 5+ digit numeric login for each user. This is in addition to the user s normal login password. If you set the touch screen option, an onscreen keypad appears on the login page. The numeric login can be set to be valid from a specific IP address (location) only, for security purposes. Using this feature allows for quicker login, especially from a touch screen. If you only provide the user with their POS numeric login and restrict it to the winery s IP address, then that user can only login to the POS (and not the Administration Console) and can only login from the winery location. Login Session Timeout: You can set a preference to have the POS session time out after a number of minutes of inactivity or the system can automatically logout after each transaction. The maximum timeout period is 1 hour due to PCI standards. WineWeb Point-of-Sale: User Quick Start Guide 8 June 2014

9 Multiple User Access. If you have multiple login accounts assigned to the POS, a selection box of all the user accounts may appear next to the logout link. This can be enabled in the POS Preferences page. This allows you to quickly change the user account for an order. Note that the session security is defined by the logged-in user, so you would likely have the person with the lowest level of security login. Note that if User A is logged into one POS station and User B is logged into another station, User B can switch to their user account from User A s station without causing a conflict with multiple sessions. Once the order is complete, the station reverts back to the logged-in user. Location Field: You can choose to display a location field on the Order Summary page to record a table number or similar. This is useful if your customers order food/drink and pay for it when leaving. Inventory Locations: You can display selection boxes for the onsite and offsite inventory locations on each order and override the defaults. Tips: If you choose to accept tips on credit card transactions, the workflow varies based on your payment gateway. The PayPros gateway supports restaurant-style tips processing. When the customer is ready to pay, you can optionally print a preliminary receipt from the order summary page or the recent order list to present to the customer. You then swipe their credit card, confirm the order and print the receipt. The customer signs the merchant copy of the receipt and can specify a tip amount on the receipt. Then later, before your credit card batch closes at the end of the day, you can go to the Recent Orders page and click the Add Tip action to adjust the charge for the tip amount. The workflow for all other gateways is slightly different, as the credit card gateway requires that the transaction be processed for the total amount, including tip. When the customer is ready to checkout, click the button on the order summary page to print a preliminary receipt with signature. Ask the customer to total and sign this receipt. Then, enter any tip amount in the field on that page and confirm the order. Then print the receipt and give the customer copy to the customer, and attach the merchant copy to the signed preliminary receipt. Additional Features Press and hold the Ctrl key and press the + key to increase the text size to better fill the monitor. (Ctrl decreases the size.) Returned items can be processed using negative amounts in the Misc. Item line, but the preferred method is to use the Return/Refund process from the order list or order detail page. Tab or use your mouse to move among the data fields. Pressing the Enter key will execute the function to update the order. If the customer is a wine club member, the system will sense that and automatically mark the Wine club member checkbox. Press the Update Items/Totals button to calculate the club discount. If you allow club members to pick up their club order before the batch payment process is run, check the This order qualifies as member s current club shipment checkbox so this member is not billed when the batch payment process is run. If you use the Customer Relationship Management (CRM) service, you can setup additional data fields to capture information for this customer in the Notes tab. Use the CRM tab in the Preferences page to specify the data fields. WineWeb Point-of-Sale: User Quick Start Guide 9 June 2014

10 Order Taking on Mobile Devices An Order Taker function has been developed to use on mobile devices in the tasting room. Typical scenarios for this include: A large group tasting is happening and to avoid a backlog at the POS stations, you take customer orders prior to checkout. When the customer is ready to pay at a POS station, the cashier can retrieve their order and process the payment. This is called line busting. Your environment involves glass pours and food items where customers relax and enjoy for a period of time before checking out. The winery staff can record the items consumed during the customer s stay, then the cashier can retrieve the order and add any bottle items prior to payment. The order taker function has been designed and formatted to a mobile device (tablets and smartphones). To install an icon on your mobile device home screen, open your browser and browse to Login using your winery ID and password. Logout, then add a bookmark to your home page. Login again and specify any POS Location and POS Station (if those have been setup for your winery). Then, when you click the home screen icon, the winery ID, location and station are pre-populated, so you only need to enter your password. The main order taker page looks similar to the big button view on the POS station. You must have defined a button hierarchy and assigned products to the button hierarchy to use the Order Taker. Click on a button to find the product and set the quantity of each item by selecting from the selection box next to each product. Then enter a location number to denote a table number or enter the customer s first and/or last name. Then press the button to add the items to the order. You can record additional customer information through Order Taker. Select the Customer Info. button to do this. Data fields available include those from the Customer tab in the POS, notes and any CRM custom fields. Similar to the POS, the name, phone number and wine club ID fields can be entered, then when you touch outside of that field, a popup id displayed of matching customers. If you enable the driver s license and/or wine club membership card preferences, then you can use the UniScan Web app for ios devices to swipe the magnetic stripe on a driver s license or wine club card. The device s camera can also be used to scan barcodes for the club member number (the camera can t scan the 2D barcode on a driver s license, although UniScan supports such scanners that can be attached to your device). There are also functions available to view in-process orders, to add or delete items on an existing order, and to view the items in an order. You can also add event reservations, gift certificates and wine club memberships to an order. WineWeb Point-of-Sale: User Quick Start Guide 10 June 2014

11 Kitchen & Bar Ticket Printing The POS system is capable of printing food and/or drink tickets to receipt printers located in the kitchen or bar areas. This function is useful for larger tasting rooms that have a separate kitchen or bar area. Once this is setup, tickets automatically print to these printers as new items are added to orders in the POS or POS Order Taker. Even if your device (phones & tablets) doesn t allow printing to these printers, a process can be enabled on one of the main POS stations to automatically sense for new tickets and print them. Setting up your environment involves installing the printers and defining which items are to print on a specific printer at Orders: POS: POS Item Update. If you are using devices that can t print directly to a receipt printer, you ll need to define POS stations for each of these devices and indicate that the station can t support ticket printing. Then one of the main POS stations must initiate the process at Utilities: Kitchen/Bar Ticket Processor, which checks for new tickets to print each minute. More details on this are contained in the POS Installation Guide. Tasting Room Usage / Inventory Adjustments If you wish to track the items used in your tasting room or items that are donated, click the "Inventory Usage" button at the top of the item selection page. A page is displayed that looks and functions similar to the item selection page. It you are opening a single bottle of wine, just click the "Record" button next to the item (as the quantity defaults to 1), otherwise enter the quantities of items opened and press the appropriate button. There is an optional Notes field at the bottom of the page to describe the usage. If you mistakenly enter an incorrect quantity, you can enter a negative quantity to correct it. Revision History Information on the enhancements made to each version of the POS is included as a link at the bottom of the online help available by clicking the Help link in the POS. WineWeb Point-of-Sale: User Quick Start Guide 11 June 2014

12 Offline Transactions If your Internet connection goes down, you can save orders offline to your local computer, then sync them once the connection is restored. This functionality is available on the Chrome and Safari browsers and is intended for intermittent Internet outages. It is NOT recommended for events such as a two day festival where there is no Internet access an alternative would be using your cell phone as a WiFi hotspot and processing transactions online. It is strongly advised to test this feature on each POS station (see POS Installation Guide for details) so you are comfortable with its operation and assured that it will store offline transactions. As this data is locally stored in your computer s browser, it s out of our control, and we can t help to recover any lost data. All data for the product list page, scan barcodes page and all product description pages are cached to your computer to allow you to access these pages when offline (and to improve performance when online). If you press the "Add selected items to order" button and there is no Internet connection, a "POS is Offline: Save Order for Later Processing" page is displayed. This page is similar to the Order Summary page in that it displays the items in the order and allows you to capture payment and customer information. No payment is processed until you sync, so it is advised to capture the customer s phone and address. WineWeb Point-of-Sale: User Quick Start Guide 12 June 2014

13 Item Summary: All items in the order are listed. Onsite sales tax is calculated, taking into account non-taxable items and food items. Discounts for case pricing and wine club discounts on events are calculated, but no other wine club or promotion code discounts are calculated. Enter any promotion code in the Notes field, so this information can be entered when the order is synced. Also no shipping or destination sales tax is calculated. Partial ship orders are not supported -- you must enter two orders, one as Onsite and the other as Onsite-Ship. You can add wines, merchandise, gift certificates and events. For new wine club subscriptions, enter a note on the order to add the membership when you sync. Payment Information: You may swipe a credit card by placing the cursor in that field. The magnetic stripe data is parsed to show the card type, expiration or customer name. The credit card is NOT processed until the order is synced. The magnetic track data is not stored (PCI rule), so the order is later processed as a card-present keyed transaction, which may incur higher fees from your merchant account provider. Customer Information: Enter as much information as needed to identify the customer or club member. Enter any notes that are needed to facilitate syncing the order. Print and Save Order: Before saving the order, you can print the summary page to a regular (non-receipt) printer. This is useful for capturing the customer s signature or as an extra level of backup. Note that the credit card number is not printed on the order. When you press the Save Order button, the order is recorded in a local database in your browser and must be synced later. * * * * * Syncing Offline Transactions: Once the Internet connection is restored, go to the Utilities page. If any offline orders were stored, a "Sync Offline Orders" link is displayed showing the number of offline orders. Click the link and the first offline order is displayed on the Order Summary page. If any notes were entered on this order, the "Notes" tab title is displayed in red. Make any revisions to the order, then press the "Confirm Order" button. On the order confirmation page, a "Sync Offline Orders" link is displayed to allow you to proceed to the next offline order. Offline Mode Desktop Icon: The offline transaction processing feature works automatically if you are logged in when you lose your Internet connection. If you lose your connectivity at the start of your day, or when you are logged out of the POS, you can access the POS order page using the offline mode desktop icon created as part of the installation process. Forcing Offline Mode: In rare instances if the primary server becomes very slow or a program error occurs, you may want to force the POS into offline mode to store transactions. You do this by clicking the Offline Mode button on the POS login page. Print Offline Order Forms: As an additional backup if the POS goes down, you can print some order forms to use to manually record orders. These are available in the Administration Console at Orders: POS: Offline Order Form. WineWeb Point-of-Sale: User Quick Start Guide 13 June 2014

14 Troubleshooting / Frequently Asked Questions This section lists the most common items that come to our support team. If the following does not address your issue, support@wineweb.com or call 844-WINEWEB. 1. I ve added new products, but they don t appear on the product list. You need to refresh your local browser cache. Refer to the Refreshing the Product List topic on page My receipt printer doesn t print, or my cash drawer doesn t open. If the printer had been working, check the cable connections. Then turn off the printer, wait a few seconds and power it back on. If that doesn t fix it, verify that the printer is in online mode in your Control Panel or System Preferences page of your computer. Also, try closing your browser, then reloading it. Also ensure that Java applets, in addition to Javascript, are enabled in your browser. If you ve just installed your printer or have switched to a different computer, refer to the POS Installation Guide for information on setting up the printer. 3. I see a Printer Error dialog box when trying to print a receipt. This indicates that the printer is offline or the printer name does not contain the word receipt, and the printer can t be found. 4. My cash drawer doesn t open for credit card transactions. Go to Utilities: Preferences and change the settings for when the cash drawer opens. Also verify that you have a control font installed in your font folder (see the POS Installation Guide). 5. I can t login. The system says too many failed attempts. As a security measure, the system locks POS login attempts after 6 unsuccessful attempts in the past 30 minutes. If you wait until the first failed attempt is over 30 minutes old, then you ll be able to login. To remove the lock faster, the main administrator for the winery, or any winery user with administrator security, can login to their WineWeb account and go to Profile: User Profile. There is a link on that page to unlock the POS. 6. The receipts aren t cutting in the correct place for two part receipts. This typically occurs with an Epson TM-T88V printer. In the printer preferences, disable the paper conservation mode. It can also occur if your Windows printer settings have a fixed paper length ensure a variable length paper in the settings. WineWeb Point-of-Sale: User Quick Start Guide 14 June 2014

15 7. The print is very tiny on the receipts. The browser s printer margins are not set to zero. Refer to the POS Installation Guide for details on how to set. You may also try the HTML Narrow output mode for the printer (in the POS Preferences). 8. Is the inventory and payment automatically adjusted when I cancel an order? Yes, if you cancel the order from the Order Confirmation page. If you cancel an order later, then the order status, payment and inventory are independent and must be adjusted separately, as there are many scenarios where you would not return an item to inventory or refund a payment. 9. The barcode scan of a driver s license doesn t work and causes weird things to happen in the browser. The driver s license 2D barcode contains control codes. You must configure your scanner to ignore control codes in your scanner setup function (see the POS Installation Guide). 10. The receipt print window closes before the receipt is printed. The receipt print window is set to automatically close after a number of seconds. If you have a slower Internet connection, you can increase this value in the POS Preferences. 11. The system is suddenly very slow and is affecting our ability to process sales. Rarely, but occasionally the primary server may experience extreme traffic loads (usually from a bad search engine robot) or have other issues that cause it to slow down, but not fail. We maintain a fail-over server that automatically senses a failure of the primary server and routes all POS requests to it, but in these situations that may not occur. If you experience such an issue, please call to inform us, although we likely are already working on it. Although not recommended for normal operations, you can directly access the POS on the fail-over server by using this URL: We strongly recommend attempting to access the main server every 30 minutes to see if the problem has been resolved, then returning to the primary server. 12. The system has decreased quantities in an order due to inventory levels. I have more inventory available. The system can track inventory levels across all direct sales channels. Even though you see the products, they may have already been sold elsewhere. You can either update the inventory quantities in that warehouse (inventory location) to reflect your on-hand quantities (in the Administration Console at Orders: Inventory Mgmt.) or you can disable the inventory checking in the POS Preferences. WineWeb Point-of-Sale: User Quick Start Guide 15 June 2014