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ePOS FAQ

Updated

This article answers frequently asked questions about the ePOS (Electronic Point of Sale) module for in-store retail transactions. These questions cover setup, daily operations, troubleshooting, and special scenarios specific to physical retail terminals—not online orders placed through your website.

Important: This article covers in-store ePOS questions only. For questions about online orders, shipping, and fulfillment through your website, see the Orders section of the Knowledge Base.
❓ Do I need ePOS if I only sell online?

No. ePOS is specifically designed for in-person, face-to-face transactions at physical retail locations like brick-and-mortar stores, pop-up shops, and trade shows.

If you only accept orders through your website and ship products to customers, you do not need ePOS. You should use the standard Orders module instead.

ePOS is only necessary if you:

  • Process sales in person at a physical retail terminal
  • Accept cash payments with a cash drawer
  • Need to print receipts at point of sale
  • Operate a retail store, pop-up shop, or trade show booth
🔐 Why can't my staff process sales when the register is closed?

ePOS registers follow a daily open-and-close cycle for cash drawer management and financial accountability. Unlike online order processing which operates 24/7, in-store ePOS requires the register to be open before transactions can begin.

When the register is closed:

  • Staff cannot place ePOS orders
  • The only available function is Item Lookup and Price Check
  • Only users with "Open Register" permission (typically managers) can open it

To open the register:

The manager must navigate to Point of Sale Open Register, count the starting cash, enter the amounts on screen, and save the starting drawer balance. Once opened, all staff can process sales.

Best Practice: The ePOS manager should open the register at the beginning of each business day before customers arrive.
🖥️ Can I use ePOS on a Mac, iPad, or Chromebook?

No. ePOS requires a Windows-based workstation or tablet and Mozilla Firefox browser for proper hardware integration.

Why Windows and Firefox are required:

  • Silent printing: Firefox supports automatic receipt printing without confirmation dialogs
  • Cash drawer triggers: Firefox can send signals to open the cash drawer through the receipt printer
  • Hardware compatibility: Most ePOS peripherals (printers, scanners, card readers) are designed for Windows environments

Mac, iPad, Safari, and Chrome do not support the required silent printing and hardware trigger features needed for smooth ePOS operation.

📍 What if my retail store moves to a new location?

You must update your walk-in customer record to reflect your new store address. This is critical because the walk-in customer's address determines your in-store tax rate.

Steps to update your store location:

1Navigate to Customers Search Customers.

2Find your walk-in customer record (often labeled "Walk-in Customer" or similar).

3Click Edit.

4Update the address to your new retail location.

5Click Save.

This ensures all future in-store sales are taxed based on the correct location.

Mobile Locations: If you operate a mobile ePOS setup (e.g., moving from trade show to trade show), update this address each time you relocate to ensure accurate tax calculations.
💳 How are in-store ePOS sales taxed differently than online orders?

ePOS in-store sales and online orders follow different tax rules:

Online orders (placed through your website):

  • Taxed based on the customer's shipping address
  • You may not collect tax if shipping to a state where you lack nexus

In-store ePOS sales (face-to-face at retail terminal):

  • Taxed based on your store's physical location
  • Applies even if the customer is from out of state
  • Uses the walk-in customer's address to determine tax rate

Example: If your store is in California and an Arizona customer walks in, you charge California sales tax—not Arizona tax. This is different from shipping an online order to Arizona, where you'd charge based on the Arizona delivery address (if you have nexus there).

Taxable In Store Checkbox: When a customer with an existing account walks into your store, check the "Taxable In Store" box to override their home address and apply your store location's tax rate.

🔧 My receipt printer isn't working or the cash drawer won't open—what should I check?

Most ePOS hardware issues are caused by Firefox configuration or printer settings. Here's what to check:

If receipts aren't printing:

  • Verify Firefox silent printing is enabled: Set print.always_print_silent to true in Firefox settings
  • Check that thermal paper is loaded correctly in the printer
  • Confirm the printer is connected via USB and powered on
  • Test print a receipt from Windows to verify the printer driver is installed
  • Ensure pop-ups are allowed for your store domain in Firefox

If the cash drawer won't open:

  • Verify the drawer-to-printer cable is properly connected
  • Check printer properties for "page bottom" trigger setting (this sends the signal to open the drawer)
  • Confirm you're accepting a cash payment (drawer only opens for cash transactions)
  • Test the drawer manually using the printer's test function
Test Before Opening: Always test your receipt printer and cash drawer at the start of each day—before customers arrive. Run a test transaction to confirm everything works properly.
👥 Can I have multiple ePOS terminals in different locations?

Yes. You can create multiple registers in the admin panel and assign users to specific terminals or store locations.

To set up multiple terminals:

1Navigate to ePOS Settings in the admin panel.

2Create a separate register for each terminal or location.

3Assign ePOS users to their specific register.

4Each terminal maintains its own cash drawer balance and Z-Reports.

Benefits of multiple registers:

  • Separate cash drawer tracking per terminal
  • Individual Z-Reports for each location
  • User accountability by register
  • Flexibility for multi-location retail operations
📊 How do I reconcile my Z-Report with my payment processor?

At the end of each day, you should verify your Z-Report totals match your payment processor or merchant services records to ensure all transactions were captured correctly.

Steps to reconcile:

1Close the register and print your Z-Report (navigate to Point of Sale Close Register).

2Review the Z-Report totals:

  • Cash transactions: Total cash sales for the day
  • Card transactions: Total credit/debit card sales
  • Value card redemptions: Store credit and gift cards used
  • Cash differences: Discrepancy between expected and actual cash

3Log into your payment processor or merchant account (e.g., Square, Stripe, etc.).

4Compare the Z-Report card totals with your processor's daily batch report.

5Investigate any discrepancies:

  • Missing transactions (check for failed authorizations)
  • Extra transactions (check for duplicate charges)
  • Amount differences (verify correct amounts were charged)
Best Practice: File your printed Z-Reports and keep them for your records. They provide an audit trail for all in-store transactions and are essential for accounting and tax purposes.
🔄 How do ePOS sales sync with my online inventory?

ePOS transactions update your Pulse Commerce inventory in real time across all sales channels. When you sell an item in-store at your ePOS terminal, it's immediately deducted from your available stock—both online and in-store.

How inventory syncing works:

  • When you click Place New Order at the ePOS terminal, the sale is recorded instantly
  • Inventory is deducted from your available stock in real time
  • Your online storefront reflects the updated inventory immediately
  • All sales channels (online, ePOS, other integrations) see the same inventory levels

Benefits of real-time syncing:

  • Prevents overselling across channels
  • No manual inventory adjustments needed
  • Single source of truth for stock levels
  • Unified view of inventory across your entire business
Omnichannel Inventory: ePOS is part of Pulse Commerce's unified platform, ensuring your physical and digital retail operations work together seamlessly with shared product catalog, pricing, and inventory.
👤 Can customers use their online account for in-store purchases?

Yes. You can look up existing customer accounts at the ePOS terminal and link in-store purchases to their profile. This tracks purchase history and loyalty points across both online and in-store sales.

To link a sale to an existing customer:

1On the Place New Order screen, click Change Customer.

2Search by name, email, or phone number.

3Select the customer from the results.

4Process the sale as usual.

Benefits of linking customer accounts:

  • Unified purchase history across online and in-store
  • Loyalty points earned on in-store purchases
  • Store value cards and gift cards can be used in-store
  • Customer service has complete visibility into all transactions

Creating new accounts at checkout:

If a walk-in customer wants to create an account, click Change Customer Create New Customer, enter their details, and save. The sale will be linked to their new profile immediately.

💸 What if I need to give change but the cash drawer is empty?

This is why it's important to set up your register with an appropriate starting cash balance each day. The starting balance should include enough small bills and coins to provide change for typical transactions.

Recommended starting cash breakdown:

  • $1 bills (at least 20-30)
  • $5 bills (10-15)
  • $10 bills (5-10)
  • $20 bills (2-3)
  • Quarters, dimes, nickels, pennies (several rolls each)

If you run out of change during the day:

  • Make a bank run to get more small bills and coins
  • Ask the customer if they have exact change or smaller bills
  • Accept card payment instead
  • Keep a petty cash fund separate from the register for emergency change
Best Practice: At the end of each day, leave enough starting cash in the drawer (or set it aside) so you have sufficient change for tomorrow's opening. Note this manually on your printed Z-Report.
📧 Can I email receipts to customers instead of printing?

Yes, if emailed receipts are enabled in your ePOS settings. You can send a copy of the receipt directly from the ePOS screen after finalizing the sale.

To email a receipt:

1After clicking Place New Order and finalizing the sale, look for the Email Receipt to Customer button.

2Click the button to send the receipt to the customer's email address on file.

3The customer receives a copy in their inbox.

To enable emailed receipts:

Navigate to ePOS Settings in the admin panel and enable the email receipt option in your receipt template configuration.

Both Print and Email: You can print a physical receipt AND email a copy to the customer—they're not mutually exclusive. This is helpful for customers who want a digital record for expense tracking.
🔎 How do I look up a product's price without starting a sale?

ePOS includes an Item Lookup and Price Check feature that allows you to search for products and view pricing without creating an order.

To perform a price check:

1Navigate to Point of Sale Item Lookup and Price Check.

2Search by one of the following:

  • Product Name
  • SKU
  • Barcode
  • UPC

3Click Search.

4View the product details and pricing.

This is useful when customers ask about prices but aren't ready to purchase, or when you need to verify product information quickly.

Available When Register is Closed: Item Lookup is one of the few ePOS functions that works even when the register is closed, making it useful for staff to answer customer questions outside of business hours.
↩️ How do I process a return or refund for an in-store sale?

In-store returns are processed through the ePOS module using the Return Authorization (RMA) system, just like online order returns.

Steps to process an in-store return:

1Navigate to Point of Sale Create New Return.

2Choose how to create the return:

  • Select an Existing Sales Order: Find the original order and select items to return
  • Continue with Standalone Return: Process a return without linking to an original order (for situations where you can't find the sale)

3Select the items to return and specify the reason (damaged, wrong item, customer changed mind, etc.).

4Process the refund:

  • If refunding to the original payment method, select it from the Payment History tab
  • If the customer used multiple payment methods (split payment), uncheck "Refund Immediately" and issue separate refunds through the Payment History tab
  • You can also issue store credit or exchange for other products

5Click Checkout to finalize the return.

The refund is recorded in the system, inventory is restocked, and a return receipt is printed.

Audit Trail: All returns are tied to customer accounts and original sales orders (when available), creating a complete audit trail from sale to refund.
🎁 How do I create or refill a value card (gift card) at the ePOS terminal?

ePOS supports creating new value cards and refilling existing ones for in-store customers.

To create a new value card:

1Navigate to Point of Sale Create New Value Card.

2Select or create the customer who will receive the card.

3Enter the starting balance for the value card.

4Process payment from the customer.

5Mark the card as Shipped to activate it (even for in-store pickup).

6Print the receipt with the value card code.

To refill an existing value card:

1Find the customer's account under Customers Search Customers.

2Navigate to the customer's Value Cards tab.

3Select the value card to refill and click Refill.

4Enter the refill amount.

5Process payment and print the updated receipt.

Using Value Cards for Payment: Customers can use their value cards to pay for in-store purchases at the ePOS terminal. Search for their value card and apply it as a payment method during checkout.
⏸️ What if a customer needs to pause their purchase and come back later?

You can park a sale by saving it as an incomplete order and resuming it later when the customer returns.

To park a sale:

1Add all items to the order as usual.

2Instead of accepting payment, simply navigate away from the order

3The order is saved as an Incomplete Order.

To resume a parked sale:

1Navigate to Point of Sale Search Incomplete Orders.

2Find the customer's incomplete order and click to reopen it.

3Accept payment and finalize when the customer returns.

Common scenarios for parking sales:

  • Customer forgot their wallet
  • Customer needs to check with spouse/partner before purchasing
  • Customer wants to add more items later
  • Technical issue needs to be resolved before finalizing
Voiding vs Parking: If you need to cancel the sale entirely, open the incomplete order and click Delete Order. Once you click "Place New Order" and finalize the sale, you cannot void it—you must process a return/RMA instead.
🌐 What happens if my internet connection drops during a transaction?

ePOS requires a stable internet connection to process transactions. Unlike some standalone POS systems that work offline, Pulse Commerce ePOS operates in real time with your cloud-based backend.

If your connection drops:

  • You cannot complete sales until connectivity is restored
  • Incomplete orders in progress are saved and can be resumed when connection returns
  • No transaction data is lost
  • Card authorizations will fail (payment processor requires internet)

Best practices for connection reliability:

  • Use a wired ethernet connection instead of Wi-Fi when possible
  • Ensure your router and network equipment are reliable and properly maintained
  • Have a backup internet connection (e.g., mobile hotspot) for emergencies
  • Test your connection at the start of each day
System Requirements: ePOS requires a stable broadband connection and a static public IP address provided to Pulse Commerce support for security and connectivity purposes.
📦 Can I fulfill online orders from my ePOS terminal using Ship from Store?

Yes. The Ship from Store feature allows you to fulfill online orders directly from your retail location using your in-store inventory. This is ideal for hybrid retail models where physical and digital operations share warehouse logic.

To use Ship from Store:

1At the bottom of the ePOS screen, click Ship from Store.

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2View the list of orders that can be fulfilled from your location.

3Select orders to fulfill and process them using the pick/pack/ship workflow:

  • Pick: Pull items from your in-store inventory
  • Pack: Package the items for shipping or pickup
  • Ship: Print shipping labels and mark as shipped

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Ship from Store is useful for:

  • Preparing in-store pickup orders (BOPIS - Buy Online, Pick up In Store)
  • Shipping online orders directly from retail locations
  • Processing backorders using retail stock
  • Balancing inventory across warehouse and store locations
Unified Fulfillment: Ship from Store uses the same pick/pack/ship workflow as the main Orders module under Orders Bulk Fulfillment, ensuring consistent processes across all channels.
📊 How do ePOS sales appear in my reports and analytics?

ePOS sales are recorded in your Pulse Commerce system just like online orders, but they're tagged with the ePOS sales channel so you can differentiate between in-store and online performance.

In your reports, you can:

  • Filter by Sales Channel to see ePOS vs online orders separately
  • View register-specific reports if you have multiple terminals
  • Track Z-Report summaries for daily in-store reconciliation
  • Analyze cashier performance by user
  • Compare in-store vs online revenue over time

ePOS-specific reports:

  • Z-Reports: End-of-day cash drawer reconciliation (printed when you close the register)
  • Register Activity: Transaction history by terminal
  • User Audit Trails: Sales activity by individual cashier
  • Payment Method Breakdown: Cash vs card vs value card totals
Unified Analytics: Because ePOS is part of the Pulse Commerce platform, your in-store and online sales are included in the same unified analytics, giving you a complete view of your omnichannel business performance.