A missing receipt does not mean a payment failed. Confirm the completed sale before doing anything that could charge the customer again.
Find the completed sale
- Open Sales History and search by transaction number, or narrow the date and amount.
- Open the matching sale and compare the items, customer, tender and total.
- Choose Print receipt, review the preview and press Print.
You can retrieve another cashier's completed receipt in the same store. You do not need to switch back to the original cashier or sign in with their account.
Sale not found
Check the store sign-in and transaction number. A sale still queued offline has no completed receipt yet; follow Selling when the internet drops and confirm it reaches Sales History.
If the completed sale is visible but the receipt cannot open, record the transaction number, time and exact error and contact Stratamize. Keep the sale detail available to show the customer while it is investigated. Do not re-ring it.
The preview opens but nothing prints
Check the printer selected in the browser dialog, paper, power and connection. Use 80 mm paper for the thermal layout and disable browser headers and footers. If another document will not print either, resolve the printer problem first.
A card-terminal receipt has its own Reprint at terminal action on the sale-complete panel. Could not print — check the terminal means the device could not be reached; it does not reverse or repeat payment.
The customer needs a digital copy
On the sale-complete panel, Email / text receipt opens a recipient form. Verify the email or mobile number and send once. Delivery depends on the store's configuration and the customer's inbox or carrier; an accepted request is not a delivery guarantee. See Finish the sale and print the receipt.
Information to give support
Provide the transaction number, approximate time, register, printer or terminal involved, and the exact message. Do not send full card details.