What if…? Troubleshooting
Find your situation, do what the row says. Owners can also ask Talk to Bina on the Home page.
Printer, offline, stock and VAT fixes
| Symptom | Do this |
|---|---|
| Receipt didn’t print | Reprint from the till: Recent orders → Print on the sale. If nothing prints at all: Setup → Hardware → Till hardware check — if the helper shows offline, restart the till PC (the helper auto-starts) and check the printer’s LAN cable and IP. |
| Amber “Syncing … orders” chip in the nav | Normal — those are offline sales queueing. They flush automatically when internet returns. Only escalate if the count doesn’t drop after minutes of good internet. |
| Red “Offline · N queued” chip | The till has no internet. Keep selling — receipts still print locally. Fix the connection when you can. |
| Stock numbers look wrong | Inventory → Stock count — run a count for the affected items; it shows system vs counted and posts the correction. Then check the item’s recipe (a missing or draft recipe means sales weren’t deducting). |
| Item missing at the till | In Catalog → Menu, check the item is Active (the editor has Activate/Deactivate). On multi-branch stores also check Catalog → Branch pricing — the item may be switched off (“86’d”) for that branch. |
| VAT wrong on the receipt | Two dials: the store-wide Menu prices include VAT checkbox (Setup → Settings) and the item’s VAT treatment (Standard / Zero-rated / Exempt) in the item editor. One of them is set wrong. |
| Cashier can’t refund or void | That’s by design — a manager types their Manager-override PIN in the refund/void window. If no manager has set a PIN yet: Setup → Settings → Manager-override PIN. |
| Kitchen screen empty (café) | Check the item’s Prep station isn’t misrouted (Kitchen vs Bar / counter), and that the KDS tablet is on Sell → Kitchen screen for the right branch. |
30 common situations
| Situation | Do this |
|---|---|
| Customer changes mind before paying | Remove the line (tap Undo if you slip) |
| Customer changes mind after paying | Recent panel → Refund (manager PIN if 🔒) |
| Wrong item sent to kitchen | Tell the kitchen; manager voids/edits the order on Orders |
| Customer has no wallet, will return | Park the sale |
| Two people pay one bill | Splitting the bill? Tap here → ½ chip |
| Price looks wrong on the till | Sell at the shown price; tell a manager (fix in Edit menu) |
| Barcode not recognised | Search by name instead; report the code to a manager |
| Item not in the system at all | Open item with name + price; manager adds it properly same day |
| Internet down | Keep selling — it syncs itself. Do not close the tab |
| Printer does nothing | Recent panel → Print. Still dead → check Setup → Hardware |
| Receipt needed again | Recent → Print (copy is marked *** REPRINT ***) |
| Customer wants VAT invoice details | Print the receipt — VAT and TRN are on it |
| “No onion / extra hot” | + Note on that line before sending |
| Regular customer, wants points | Add customer by phone BEFORE paying |
| Customer paid cash, till short at night | Close shift honestly; the variance is logged — tell the manager |
| Kitchen bumped the wrong ticket | ↩ Undo within 10 seconds; after that, manager |
| Kitchen screen shows nothing new | Check the station tab — you may be on Bar with a food order on Kitchen |
| Ticket half done, huge order | Tap each finished line — it ticks ✓ and fades |
| QR order appeared, nobody at counter | Cook it. They pay at the counter when collecting |
| Weighed item — customer adds more | Weigh the extra as a NEW line. Never edit a weighed line |
| Delivery arrives during rush | Receive it properly later the same day — with expiry dates |
| Milk delivery smells off | Refuse or + New RMA; if already in stock, + Raise adjustment → Damage |
| Stock number is clearly wrong | Run a Stock count for that item. Do not guess |
| Recipe row shows draft | Press ✓ Approve — draft rows deduct NOTHING |
| Recipe row is amber | Quantity looks impossible (kg vs g mix-up). Fix before approving |
| New menu item sells but stock never drops | It has no approved recipe. Add one today |
| Cashier asks for your PIN “to save time” | Never. Type it yourself, every time |
| Old test orders clutter the Orders page | Manager: Close stale tickets |
| Can’t find a page | Top bar Find a page… / ⌘K — type what you want to do |
| Anything else confusing | Owner: ask Talk to Bina on Home. Staff: ask your manager |
Still stuck?
Email hello@bina.so. Live platform status: bina.so/status.
Can’t find it? Ask Bina — the assistant inside your dashboard answers questions about your own store.