
Please note that most EFTPOS processing issues are actually under the responsibility of the EFTPOS integration provider or the bank themselves as the Retailer software only sends the transaction data across and waits for the approved signal back from the EFTPOS software to complete the sale.
Here are a few common EFTPOS issues that can be encountered when using your integrated EFTPOS terminal and how you can troubleshoot it yourself.
General
EFTPOS has been put through as stand-alone transaction - If an EFTPOS sale has been entered directly through the machine and now needs to be entered through Retailer, and your EFTPOS is integrated, the sale should be entered using an alternative payment type. For example, it can be entered as Direct Debit first. Then, open the Previous Sales screen to select the sale and change the Payment Type in the box at the bottom right.
EFTPOS machine has processed sale but Retailer is still waiting on Subtotal screen or stuck - If the sale has been approved on the EFTPOS machine and the funds have been confirmed to be transferred, the Retailer software might not receive confirmation due to a drop in connection at that moment. The sale can still be completed using an alternative payment method like Direct Debit. The payment type can then be changed in the Previous Sales screen by selecting the sale and the Payment Type in the box at the bottom right.

In the situation where you have to use an alternative payment type to complete an EFTPOS transaction, you should select a payment type that does not apply rounding like Cash does. Click
HERE for steps on how to add or edit your payment types.
EFTPOS machine is not connecting/shows no connection - Try restarting the machine, then check the providers website to see if their service status (if they are down).
Switch Integrated EFTPOS machine to Stand-Alone mode
If you are unable to complete integrated EFTPOS transactions, you may be able to continue processing transactions by entering the sale amount directly into the EFTPOS machine.
The first step is to switch the EFTPOS machine to Stand-Alone mode. The steps for this vary by EFTPOS provider. Contact your Bank/Provider for the correct steps.
To switch Retailer to stand-alone mode:
- From the Main Screen of Retailer, click Setup -> Point of Sale
- Click the Terminals tab
- Under the list of Terminals, click the 'Third Party Integration' tab
- Untick 'Eftpos Machine Attached'
- Click Save