There are occasions when Zip purchases do not complete at the checkout due to the POS page timing out or leaving the POS idle.
In these cases, the POS page stays in the same state, awaiting payment to be completed, but the purchase has already been confirmed in the customer’s Zip app. You will need to manually process the purchase at the checkout as if it was a new purchase.
Ask the customer to verify the purchase was successful by
- Showing their confirmed purchase in the Zip app which includes their instalment schedule, as per the below screenshot
- Presenting their Zip confirmation email for the purchase
To process the Zip purchase manually please do the following:
- Select F1 → Other
- Enter the Zip order number as the reason e.g. Zip - 210101-222222
- Press Enter to complete the transaction
Please note: if a purchase was parked or the product lines are no longer on the screen then each product will need to be scanned again, then you can manually complete the purchase