Description: This article covers all known reprint scenarios with possible solutions and troubleshooting methods. The following are covered:
Ticket and Modifier Prints
Cause: Modifiers are assigned to the printer separately from items.
Resolution: Navigate to Manager > Settings > Hardware > Printers. Select the remote printer affected and remove all Assigned Modifiers.
Explanation: It is not necessary to assign modifiers separately to the remote printers unless you want to have a separate modifier print. Any item assigned to the remote printer will print all of its modifiers by default.
Example print of assigned items vs assigned modifiers.
Ticket and Modifier Voids
Cause: Print Void Slips is enabled under printer settings.
Resolution: Navigate to Manager > Settings > Hardware > Printers. Select the printer that is printing double. Click the Advanced tab and place a check next to Print Void Slips.
Explanation: You may confuse void slip with a reprint slip or don't need it altogether.
Example of Void ticket print.
Resend Items
Cause: Items reprint due to the user selecting them to reprint.
Resolution: Educate the merchant that if they select an already sent item, it will reprint by design.
Explanation: After items were already sent, reopening the ticket and selecting specific items, and selecting Send will cause selected items to print again, it will warn the user that the items will be reprinted.
1. Item is selected.
2. Resend Item(s) is applied.
3. Send the ticket.
It will not ask if you would like to send items again; Select Cancel or Ok.
Note: This is an added feature to the software and is NOT a bug. This was placed in the software intentionally. Please educate merchants on how to avoid reprints of this type.
Unknown Type of Reprint
If you ever encounter a call where the merchant is complaining about a kitchen reprint that does not match any scenarios described above, please upload a DB from POS. Create an escalation in the #skytab-pos-support slack channel and create a POP ticket for the merchant with the following information:
- Ticket # that reprinted
- How often does this happen
- Picture proof of the reprinted ticket
- Any specific action that leads to a reprint
- Any additional information that the merchant can provide
Important: It is important to gather as much information as you can before submitting an email. If insufficient information is gathered, the ticket will be assigned back to the creator to reach out and get all the details.
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