FAQs

If Tillex reports a card payment as failed but the customer's bank shows the payment was taken, check the payment provider (e.g. Stripe Dashboard) to confirm the transaction status. Occasionally, the payment provider may report a failure to Tillex even though the payment succeeded. If payment has been received, record a manual card payment for the outstanding balance using the payment date, then close the order. This keeps the order and reporting accurate while avoiding duplicate charges.

If the password reset email and two-factor authentication code have been successfully delivered, the issue is usually that the customer has not completed the reset or login process correctly. Guide the customer through the password reset and two-factor authentication steps to regain access.

Start by checking the payment in your Stripe account, as Tillex cannot successfully take a payment without first creating an order. If no matching payment can be found, obtain additional details from the customer, such as the payment amount, last four digits of the card, cardholder name and payment date, to help locate the transaction and trace the associated order.

Experiences inherit their menu calendar by default; for events, use a menu with no schedule ranges, or add a non-working schedule range that overrides the menu and move it to the top of the list.

Select the order, swipe the orange cart bar left and open Payments. Select the incorrect account payment and Void it. Then click Pay, check the correct amount, and take payment directly from the customer using the Stripe payment option, as ad-hoc account payments aren't supported.

No, membership QR codes cannot currently be printed on the till printer; customers can use pre-printed membership cards or their phone, with digital wallet support planned.

A parked order is always unparked as a whole and will overwrite any current changes; if you need to combine orders, keep them open and merge them by paying off one using Order Transfer.

Yes, you can now add Best Before Dates during Stock Takes, which is the easiest way to locate and update the batches that need them.

Multiple experience bookings in a single checkout are planned as part of the repeating experiences feature. This will allow customers to book consecutive experiences, such as setup and pack-down days, while accommodating different payment workflows for bookings where the final cost depends on the actual duration of the experience.

Tillex will allow merchants and, where permitted, customers to pause recurring subscriptions for events such as holidays, resume deliveries later, or cancel subscriptions subject to any minimum commitment set by the merchant.

Existing vouchers can be imported from a spreadsheet or CSV via Sales → Gift Voucher Dashboard in Partner Centre. Required fields are issue date, value, balance, fulfilment and code; set fulfilment to Pre-printed. Existing 3-digit codes can be padded to Tillex’s 8-digit voucher format.

Cash payments cannot be made through the Stripe invoice payment link. If the customer pays by cash, locate the invoice in Tillex, swipe right, select Pay and record the cash payment manually.

Use Pay by Bank rather than BACS. Enable it under Stripe > Invoice Settings > Payment Methods > Billing Payments so customers can pay by bank transfer through the invoice payment link.

Yes. A SKU can have multiple supply options, each linking it to a supplier, order code, price/quantity and other supply details. When creating a PO or delivery, select the relevant supply option. Stock take initially creates a supply option with the supplier but may not include an order code; you can edit the supply option later to add the correct code. A future supplier dashboard will make managing these details easier.

Beware - Yes, you can have Tillex open in multiple tabs or devices, particularly for viewing data, but always refresh when returning to a tab to ensure you are seeing the latest data. Avoid making changes to the same data simultaneously from multiple tabs or devices because Tillex does not synchronise every type of data and the last change saved can overwrite earlier changes.

No. An order is designed around one visit, collection or delivery and the goods supplied at that time. For customers who build up purchases and pay later, use an account and settle it when payment is due.

Beware - Yes, leaving an EPOS session open for viewing and monitoring is fine, but refresh the browser when returning to it, particularly after it has been in standby, so you are working with the latest data.

Find the customer under Users, Groups & Accounts, edit their profile and remove the Customer role. They will then be prevented from making online purchases or bookings.

A purchase order can be printed to PDF from the PO or Delivery. Alternatively, select the PO in the Calendar/Schedule view and use the Download button to export it as a CSV file for emailing to the supplier.

No, Tillex sends either email or SMS according to the notification setting; sending both is not supported because it can annoy customers and increase spam complaints.

Yes, but the order acceptance email should not be treated as a receipt because the order may change later due to out-of-stock items, weighing differences or other adjustments.

Yes. Tillex can track sales, income and inventory so you can report compliantly. Your accountant can use your VAT registration date to determine which VAT figures to include.

Beware - You can use separate tabs for different Tillex functions, but avoid making simultaneous changes to the same data in multiple tabs; when returning to a tab, refresh it first rather than relying on the existing session being up to date.

Yes, reuse the same notification across services rather than creating a separate notification for each service.

Yes, conditional blocks can display different content depending on the service, such as Click & Collect instructions.

Yes, use merge fields in the notification body to automatically insert customer and order information.

Yes, offline customers can collect points.

Tillex can apply discounts but does not currently provide a specific cost-price purchasing feature; the tax treatment of discounted or free goods should be confirmed with an accountant or HMRC, as the allowable treatment depends on the circumstances.

Yes. A SKU can have one or more supply options, linking it to a supplier, order code, price/quantity, lead time and minimum order quantity. Supply options can be edited from the Edit SKU or Edit Variant panel. More convenient ways to manage these will be added via the SKU list and supplier dashboard.

No, because supplier price lists vary in format. Use the Pricing Wizard for bulk price updates.

Yes, reuse notifications across services where the content is appropriate.

Yes. In the recommended retail setup, the Mini PC is mounted behind the touchscreen using a bracket, keeping the hardware compact and most cabling out of the customer's view. The Mini PC is approximately 120 × 120 × 40 mm, and Tillex recommends iiyama touchscreens for their build quality and touch performance. Tablet-based setups can be completely cable-free where supported.

Automatic payment requires a stored customer card; if the customer has not stored their card, Tillex has no payment method available for automatic collection.

Tillex does not support linking customer and supplier accounts to automatically offset balances; each party must invoice for their sales or purchases, with any net settlement handled through the accounting and payment process.

A general automatic cost-price discount is not currently available because the cost of some products cannot be determined simply from their SKU cost and may include labour, utilities and other overheads, so implementing this consistently would require additional research and development.

Tillex supports delivery zones based on radial distance or full and partial postcodes, allowing different delivery days and charges to be assigned to specific geographic areas. Orders are automatically scheduled for the next available delivery day based on the customer's delivery zone.

A general labelling feature, including shelf edge labels, product labels and loose product labels, is planned for a future Tillex release. The initial implementation will require a Star Micronics printer that supports CloudPRNT. Until then, use the label printing software supplied with your printer to produce shelf edge labels.

Tillex supports both fixed-content veg boxes and configurable bundled products. Fixed boxes contain predefined contents, while configurable products allow optional extras or product selections using bundled product functionality.

Tillex is developing a dedicated labelling system for shelf labels, till-printed labels for loose goods, and product preparation labels (for example, pre-bagged products or prepared foods). This will require a supported Star Micronics label printer connected to the local network. Currently, label printing is not available as a built-in feature.

Tillex is introducing recurring product subscriptions through the Digital Membership Scheme (DMS), allowing customers to subscribe to products such as weekly veg boxes. Customers can choose one-off purchases or subscriptions, payments can be collected automatically through Stripe, and recurring orders are generated automatically according to a merchant-defined schedule.

Avery Berkel scales are proprietary devices and do not natively support running the Tillex web application. Tillex requires a compatible Windows device, such as a Mini PC with a touchscreen, for the till interface. Live weight readings from Avery Berkel scales are not supported, so weights must be entered manually. For full integration, a supported scale such as the DS782 is recommended.

Yes, provided they are working on different areas and avoid editing the same data at the same time.

Yes. Using the same Tillex terminal across multiple browser tabs, desktop user accounts or devices can cause session conflicts and leave terminals in an inconsistent state. Each EPOS terminal should only have one active session, and using the Tillex web app in its own dedicated window helps prevent accidental multiple sessions and browser tab confusion.

Customers can have an account and orders can be added as they are placed, with a settlement invoice raised at the appropriate time; however, Tillex does not currently provide a general automatic discount-to-cost-price facility.

We are happy to understand your current processes and the features you rely on, but Tillex is designed as a complete cloud-based EPOS and commerce platform rather than a replacement only for individual Velocity functions. Many customers who have moved from Avery Berkel/Velocity setups have done so because they wanted a more flexible system with better integration between EPOS, inventory, online ordering and customer-facing features. A demonstration of Tillex will show how these workflows can be handled and where additional capabilities may improve your operation.

Yes. A Tillex demo environment can be provided so you can explore the system and understand the features beyond your current setup. Visiting a similar zero waste shop can also be useful, but a demo allows you to take your time exploring screens and workflows without the pressures of a live trading environment. Existing Tillex customers are also happy to share their experiences and demonstrate how they use the system.

Yes, but don’t use random phone numbers; using the shop number is possible if SMS notifications are disabled or contain no SMS body, otherwise you may incur SMS charges. Instant voucher issue for customers without email addresses is also being introduced.

No. Tillex is cloud-based and requires an internet/data connection to transact orders. If the fixed internet is unreliable, use a mobile data failover, your phone's hotspot/tethering, or a tablet/phone with mobile data; many merchants successfully use Tillex this way at markets and other locations.

New schedule ranges will default to inherit the experience’s base cancellation policy; existing ranges must be manually set to Inherit via the Pricing tab. The policy applied is the one in place when the booking was made.

Cashing up is only used to monitor cash variance and is not part of the accounting process. An incorrect cash count does not affect Tillex accounting data, although it will affect the reported cash variance for that session.

The End of Day Cash Report should be used for accounting and creating summary entries in Xero. Most merchants create summary invoices or journals by payment type over the reporting period, typically monthly.

Tillex is cloud based and can run on affordable hardware; recommended setup is a mini PC/NUC mounted behind or under the counter using a VESA mount to save space. Suggested specification is around 256GB storage, 8GB RAM, Intel Celeron N or similar AMD processor, sufficient USB ports for peripherals, and preferably Ethernet connectivity where possible. HDMI connects video to the touchscreen and USB connects touch functionality. Hardware availability and pricing changes frequently, so customers should check current suitable models and plan a backup option such as spare PC, laptop or phone access.

Non-rated VAT items can usually be identified by checking sales catalogue and miscellaneous items that have not been categorised correctly. A VAT reporting feature is planned but not currently available, so manual review of VAT categories and item setup may be required.

All reports include transactions from every Tillex virtual terminal, including phone-based tills. Separate cash reports are not required for accounting, as the End of Day Cash Report consolidates all terminals.

The SKU list can be filtered by typing the category name into the filter field, allowing multiple products within that category to be barcoded more efficiently. Alternatively, scan an unknown barcode during a stock take or delivery booking and Tillex will prompt you to identify the corresponding SKU, allowing barcodes to be assigned without completing the stock take or booking. This method is commonly used when new products arrive and barcodes need to be linked after the SKU has been created.

Create a new user account for the accountant (or ask them to register) and assign the appropriate user roles required for accounting access.

SKU rationalisation is encouraged where appropriate, especially for refill/zero waste merchants with large product catalogues. However, converting many existing SKUs into a single parent product with variants may not simplify operations because each SKU still represents a separate product to manage.

The customer should allow up to 10 working days for the reversed amount to disappear/refund before investigating further.

Historically, all reported login problems have been caused by incorrect passwords. The site switch has forced many customers to log in again, so they may simply be having to remember or reset passwords they haven’t used for some time.

Back-office screens generally need refreshing to show changes made by another user; real-time updates are mainly used in EPOS where operationally necessary.

Yes, SMS costs 5p per message, so unnecessary notifications can become expensive.

Tillex supports the required VAT display requirements. Consumer prices include VAT, the VAT amount is shown before purchase (for example at the bottom of the cart), and VAT invoices/receipts are available. Company registration details and registered address should also be displayed by the merchant where required. These details can be added within website content areas such as menu pages or information pages. Merchants are responsible for ensuring their business information and compliance details are up to date.

Yes, Tillex will not send an email if the notification has no body.

The 28-day sales rule can have a different impact when a merchant is newly established because there is little or no sales history; this may become a configurable setting.

Sales reports and inventory profit reports use net sales values excluding VAT. Only cash-based reports designed for reconciliation include VAT on sales.

Integrated Dojo payments will always reconcile with the Dojo statement. If the totals differ, it usually indicates that a payment was processed directly through the card terminal without being recorded in Tillex. Check for standalone terminal transactions rather than integrated payments.

There is no accounting impact from having two identical 20% VAT bands because each item can only have one VAT category applied. The active VAT category is "Standard"; the duplicate "Standard Rate" category has been deleted but remains visible because existing items may still reference it. Update affected products/SKUs to use the active Standard VAT category, preferably by maintaining VAT at category level so items inherit the correct rate. Use the SKU list filtered by category to identify and update products still using the obsolete VAT band.

The issue was caused by bad local browser data from the edited order; refresh the terminal a few times, and if it persists, reset the affected terminal via Partner Centre → Admin → EPOS Configuration → select terminal → power/reset button.

Tillex has a single monthly subscription charge covering the complete system, including EPOS, inventory, online store, integrations and support. Pricing is based on the revenue processed through Tillex rather than the amount of website work required, as this reflects the level of resources used. Current pricing tiers are: under £15k turnover £25/month, under £30k £99/month, under £50k £149/month, under £75k £199/month, and over £75k £299/month. Online sales also have a sliding scale commission, but this is offset against the monthly charge and generally only affects online-only merchants processing under £15k/month. Additional charges only apply for bespoke design work outside the standard system, which is charged at the hourly rate.

Customers can manage stored cards in My Account, where they can delete a card unless it is linked to an open order, account or subscription, and can add a replacement card; Tillex stores a secure payment token rather than the card details.

While editing the order, edit the time and tick “Allow any time” to enable a same-day date that isn’t normally offered.

Copy the invoice reference from the Tillex Find panel and search for it in the Stripe dashboard to verify whether payment was received.

Check the Accruals End of Day report in the Accountant section; this reports net sales excluding VAT.

The Stripe Dashboard is the definitive record of whether a payment has been taken. Pending card authorisations, including £0.00 checks, may appear during banking security and fraud checks, but these are not completed payments. If no order exists in Tillex and no payment is recorded in Stripe, no money has been taken. Any temporary pending authorisations will normally disappear automatically.

Open the existing notification, change its name and select Create to make a copy.

Use Google Search Console to add your Tillex website as a property and verify ownership. You should be able to add your individual site. Google will provide a verification code that can be added in Tillex → Partner Centre → Tracking Code. This may provide Google with an additional ownership signal and also gives you useful search traffic and indexing information.

Enter the amount using the physical keyboard or the touchscreen's soft keyboard.

Save a working copy, then gradually delete sections until the notification saves successfully to identify the problem area.

Paste the complete notification into ChatGPT and ask it to correct the Scriban syntax.

Use Partner Centre → Accountant → End of Day Cash Report rather than the EPOS Find tab. Select the required date and expand the card receipts section to see individual orders, or download the CSV containing all payments, including dates, times, payment methods, order numbers, amounts, card details and authorisation codes. This report is designed specifically for reconciling Tillex payments against card/bank statements.

Create a separate festival menu and counter service linked to a dedicated EPOS terminal, add only the required festival products to the menu, and override the product prices in the sales catalogue so festival pricing does not affect the main shop. A separate click and collect service can also be created if required.

Set a notice period in the schedule to create the 8pm cut-off. This is better set up as a booking/experience rather than a rental. If you want to control the exact appointment times yourself, create one larger scheduling period, limit the number of bookings, and manually allocate customers to 30-minute slots afterwards. Tillex currently doesn't automatically force customers to fill the earliest available slots first.

Calendar date ranges are stacked and processed from top to bottom, allowing later ranges to override earlier ones, such as special holiday hours overriding normal hours.

Go to your domain/epos, log in as an administrator, use the Create Terminal panel, enter a terminal name and description.

Barcodes are added against SKUs rather than products because a barcode can apply to specific item variants. Tillex can now prompt you to identify an existing SKU when an unknown barcode is scanned during stocktake, delivery or wastage.

Select the option allowing cancellation up to X days before the booking and enter the number of days; leave blank for no cutoff.

Business address, VAT number, payment instructions (BACS details) and invoice branding are managed in the Stripe Dashboard, not in Tillex. Stripe generates invoices using the business information stored in your Stripe account, so any changes to your address, VAT number, payment methods or invoice branding must be made there. Tillex provides access to invoices through the Find > Invoices view, but invoice settings are controlled by Stripe.

Go to the Schedule tab of the service and select the Base Schedule, then click the pencil/edit button. This opens the same schedule panel as before, where you can change the service hours. Clicking the individual days only makes the service unavailable rather than changing its opening times.

Select the cancellation fee option and set the cutoff and fee; use a deposit with Store Only payment mode so the customer's card is stored at booking.

A membership renewal generates a renewal order, which can be found in the EPOS Find panel by searching for the customer and filtering by the Digital Delivery service or Invoice payment method.

In the Find panel, change the dropdown from Orders to Invoices and filter by customer or unpaid invoices to check whether the renewal invoice was paid.

Check the order cart to confirm the payment and refund status. The order value can show as zero because the items have been returned, but this does not mean the payment has been refunded. The payments section shows whether the original Stripe payment has been refunded. If the customer originally paid via Stripe, process the refund by selecting the order, opening Payments, choosing Refund, and selecting Stripe as the refund

Create a Gift Voucher product in the Sales Catalogue, enable the Gift Voucher option in the integration settings, configure how the voucher is supplied, and set the voucher value using prices or variants. Gift vouchers can be redeemed online using the voucher code at checkout or in-store using the Gift Voucher payment method by entering the code or scanning a compatible QR code.

New orders can only be created for valid delivery dates based on the configured delivery rules. To place an order for today, edit the order, change the delivery time, and enable Allow Any Time to override the delivery schedule.

Open the Schedule/Calendar view, select the purchase order and click the Download button to generate a CSV file.

EPOS print a receipt to PDF - email to customer

Click the chevron on the notification dropdown to view sample notifications containing merge fields.

Use Issue Credit. This will correctly record the cash movement but, as it is not linked to the original order, it will not correctly track profit and loss.

Set the venue capacity to 20 or set the capacity in the Experience timing tab.

Revalue each affected batch from the SKU list by opening the batch and selecting the revalue stock option.

Pay the invoice in Tillex, not Stripe: EPOS → Find → select Invoice → find the invoice → swipe right → Pay → select Cash.

Tillex does not support merging customer accounts. If a customer creates a new account using a different email address, create a new membership on the preferred account, transfer the existing loyalty points to the new membership, and allow the old membership to expire or terminate it at renewal. This ensures the customer retains their points while remaining compliant with account verification requirements.

Tillex does not support account merging; add the new Gmail account as a member, transfer the existing points, and terminate the old membership at renewal.

Add the quantity used as Wastage from the EPOS to remove it from inventory and keep stock levels accurate.

Wastage can now be recorded directly from the EPOS: add items to the cart as normal, then at payment select Waste, choose a reason, add a comment and submit. To disable this option, go to Partner Centre > Administrator > Payments > EPOS and deselect Waste.

If the order is already completed, nothing further can be done to it. To reset a stuck terminal, go to the affected EPOS, then on another device go to Partner Centre → Administrator → EPOS Configuration Panel → EPOS Terminals, select the affected terminal and click the Reset Selected EPOS Terminal button.

Sell the customer a new membership by adding it to an EPOS order and taking payment, or send a new invoice. If the membership dates are wrong, adjust the start date in Partner Centre → Marketing → customer membership. This applies discounts going forward; any interim orders must be adjusted manually.

Set the cancellation policy in the Pricing tab, where you can prevent cancellations, allow cancellation up to a specified number of days before booking, or allow cancellation with a fee after the cutoff.

Create a promotion in Marketing > Promotions, choose the discount type, enter a customer-friendly name, set the eligibility to Discount Code and select the code, configure what the discount applies to and the discount value, then save and activate the promotion. If the order already exists, edit and re-save it after activating the promotion to apply the discount.

Settling an account raises an invoice for the accumulated orders, which can then be paid at the till or using another supported payment method.

Remove the customer from the account’s authorised users, or suspend the account/set its limit to £0, to prevent account payment and require card payment.

Open the customer account in Partner Centre > Accounts and Users, edit the account, go to the Ordering tab, and remove all authorised users. This keeps the customer account and transaction history intact while preventing further online orders on account.

Go to EPOS → Find → select Bank Transfers from the dropdown → locate the bank transfer → swipe right → Confirm. This confirms the payment and should stop further reminders.

The low stock report is sent to all users with the Inventory role. To stop someone receiving the report, remove the Inventory role from their user account.

Leave the reorder point blank and delete all existing batches for the SKU.

Use the notification test feature and enter an order number to see how the notification will appear.

Invoice details are configured in the Stripe Dashboard, including your business address, VAT number, invoice payment instructions for BACS and branding; Tillex uses Stripe to generate the invoices.

Open SERVICES in Windows Start. Locate THIS - The Tillex Hardware Integration Service. Right click and select stop. Run Add or Remove Programs from Windows Start. Locate Tillex Hardware Integration Service. Select Uninstall from the three dots menu. To Install - click on THIS. Run the msi file. Run SERVICES in Widowns Start. Locate THIS. Right click and select Start.

Change the product to an Inventory Bundle, specifying the ingredient quantities and resulting weight; it can then sell by weight.

If a product has no availability ranges, Tillex treats it as available at all times. However, if Exclude Public Holidays is enabled without an availability range, it currently treats the product as never available. This is a defect that will be addressed. For delivery or collection services, enable Exclude Public Holidays in the service schedule instead, which prevents bookings on public holidays without needing to add individual exceptions.

A Payment Link is a request for Stripe payment before the order can be supplied; it does not record a payment until the customer completes it, so the order remains open. Once actioned, the payment is applied to the order, which can then be processed. Payment Links cannot be used for At Till orders because those close immediately.

The Payment Link payment method requests payment through Stripe before an order can be completed. Sending a payment link does not record a payment until the customer completes it. Orders with an outstanding payment link cannot be closed and must remain as open orders until payment is received. Once the payment link is completed, the payment is automatically applied to the order, allowing it to be processed. The status of payment links can be monitored from the Find view.

Tillex records VAT data when transactions and stock changes occur. The VAT registered flag mainly controls whether VAT is displayed to customers and in Partner Centre. Turning it off does not remove or change existing VAT bands, and VAT bands remain attached to SKUs and products when updated.

Gross profit is calculated ex VAT; COGS are taken ex VAT, the margin is applied and the applicable VAT is added to the retail price.

Input costs should be entered ex VAT, while retail prices are entered at the customer-facing price including VAT.

If not VAT registered, enter input costs and retail prices as actual amounts; Tillex excludes VAT from gross margin and COGS calculations.

If the business is not VAT registered, COGS should include the VAT paid on purchases. If VAT-inclusive costs were entered, COGS may already be correct; if ex-VAT costs were entered, COGS will be too low.

Tillex applies the highest VAT rate specified across the product and its selected variants, as only one VAT rate can apply to a line item. Set the main product to its lowest applicable VAT rate, then set higher-rated variants accordingly. For example, cakes should be zero rated, with the eat-in variant set to standard rated.

Tillex now checks the order version before processing background stock updates. If the background job detects that the order has changed since the job was created, it stops without updating stock. This prevents duplicate stock deductions caused by overlapping background jobs when an order is cancelled and resubmitted.

The value of stock purchased is recorded on the balance sheet and has no immediate net impact on the Profit and Loss account.

Stock is calculated from deliveries minus sales, plus or minus stock variances from wastage and stock takes, so the system should automatically calculate the remaining quantity when a delivery is booked.

Usually an order received notification and an order ready notification are sufficient.

If charging per person, set the price to £0 per person.

Products sold by volume should be set up as loose goods with the sales unit configured as the smallest unit sold (e.g. ml for wine by the glass). The shipping unit should reflect how you receive or stock the product (e.g. a 750ml bottle). Be consistent with units to avoid incorrect stock calculations. Discrete units should only be used for products sold as fixed quantities where volume conversion is not required.

Update the delivery dates so stock is allocated in the correct sequence. Tillex tracks stock movements in real time and over time, rather than treating stock as a static current balance. This is needed for accurate stock levels, COGS, inventory efficiency and BBE tracking.

Set product access to via a page link for a better presentation and a shareable URL.

Create a single date range with the start and end date set to the event date, then add the event date and time.

Goods supplied to the shop should be recorded as purchases and invoiced by the supplier, while goods sold by the shop should be recorded as sales and invoiced to the customer; Tillex cannot offset the two parties or create a combined settlement entity because the transactions need to maintain the appropriate accounting and VAT trail.

es, mark the original stock as Wastage and then book the equivalent cafe portions into stock, with the purchase price set to zero. This is currently the simplest way to reflect the stock being repurposed rather than sold as the original SKU.

Tillex can run a database job to correct consistent purchase costs. Any inconsistent batches need manual correction, then each VAT-registered batch needs the appropriate VAT band selected. This makes future input VAT, COGS and profit reporting accurate.

SKUs cannot be moved directly into variant slots because a SKU represents a specific combination of an item and its variants, including inventory history, pricing and barcodes. Converting existing SKUs into variants would effectively delete and recreate SKUs, causing loss of historical data and stock records. For grouping products in the till, use the sales catalogue hierarchy or create linked variants manually, although this will not inherit inventory pricing or barcode behaviour. A future enhancement to link SKUs more directly to variants may be considered.

Go to EPOS → Find → select Bank Transfers from the dropdown → locate the bank transfer → swipe right → Confirm. This confirms the payment and should stop further reminders.

Likely a faulty or incompatible virtual COM port/scale driver, possibly triggered by a Windows update; reconnect the scale/try another USB port and contact the scale supplier or POS Hardware to check/update the driver.

Using Avery Berkel scales with Tillex is not the recommended setup because Avery's proprietary hardware makes integration difficult and costly. If the scales are operated at the till, there is no need for the scale to manage products or pricing. Tillex integrates directly with supported till-based scales, such as the Digi DS782, which provide live weight readings and offer a simpler, more cost-effective solution.

If the SVG has been successfully converted into true vector artwork, it is suitable for creating high-quality website logos and icons that can be scaled without losing quality. If you're only using Adobe Illustrator for this task, remember to cancel any subscription you no longer need.

The ONIX TP40 is not natively supported by Tillex. When using a Windows-based till, the printer can be used through the Windows printer driver, although some configuration may be required to achieve the correct receipt layout and print quality. Native ESC/POS support is planned for a future release. For the best receipt formatting and automatic cash drawer operation, a supported Star Micronics printer is recommended.

Tillex has no specific VAT registration process because VAT compliance and reporting are assumed to be handled in the customer's accounting package.

Test printing using Chrome's Print function. If printing fails there as well, the issue is with Chrome, Windows or the printer configuration rather than Tillex.

Most merchants do not record inventory movements directly in their accounting package; bookkeepers typically use bank reconciliation or supplier invoices for stock purchases and figures provided for wastage, which should not be recorded as a zero-value sale because wastage is not a sale and can be categorised separately, such as donated stock.

No. Keep the VAT bands assigned to your SKUs. Removing them creates unnecessary work later and VAT bands are still needed for pricing and other features.

Use an invoice for regular customer orders. It provides a formal payment request with order and VAT details, can be paid online via Stripe or by other methods, and is reported in cashflow on the day payment is received

No, use accounts rather than leaving orders open over a period of time; this handles stock and taxation correctly.

SMS is generally not recommended unless there is a specific reason to use it; email is usually less intrusive.

For one-off events, leave the menu calendar blank because the event's own calendar controls its availability.

Yes, check all notification text carefully before using it.

An Avery Berkel scale/POS combination is not the optimal setup for Tillex due to the complexity and cost of integrating with proprietary Avery hardware. If the scale is used at the till, it does not need to manage products or pricing unless it is also acting as the till. Tillex integrates directly with supported till-based scales, such as the Digi DS782, which can provide live weight readings. The recommended approach would be to replace the existing Avery setup with Tillex and a compatible integrated scale.

The stock take validation requires every line to have a positive or zero quantity; a single blank or negative value will prevent saving. Check every line carefully, including fields where the expected quantity appears as a dark red placeholder which may be easy to miss.

VAT is already displayed correctly at checkout and on receipts/invoices; the company registration number and registered address can be added to the site, usually in menu descriptions, as compliance information is the merchant’s responsibility.

The till PC was connected to the wrong virtual terminal. Terminal-specific settings such as operators, scanners and scale COM ports were therefore incorrect. Switch the device back to the correct virtual terminal in epos configuration.

Open/close terminals are mainly used for cash reconciliation and variance monitoring. If the terminal cannot be deleted while open, an admin user can clear the stored site data and reconnect the device to the required terminal. Recommended setup is one virtual terminal per physical till plus a separate non-cash-counted Management terminal for ad hoc access, avoiding multiple personal/device terminals.

Identify who switched the terminal, delete unused historic terminals, clear the local browser settings and reconnect the PC to the correct Tillex terminal.

Wastage is reported separately in the Inventory section and is not currently included directly in the End of Day cash figures, so the accountant should use the Wastage report alongside the cash, accruals and balance sheet reports.

Administrators now have access to all Tillex data and features without needing additional roles, allowing them to use systems such as Inventory and EPOS without receiving the associated role-based notifications or holding roles such as Operator, Orders or Bookings.

The SKU fields populate schema.org data used by Google for SEO and product pages. Complete as many fields as possible, especially brand and images; e.g. use Riverford Organic as the brand for your veg. This data also supports future Google Shopping integration.

Use an account when multiple orders are placed without immediate payment and the balance is settled later by order count, value, frequency or manually.

Use the terms customers are likely to search for in product titles, descriptions, menu titles and menu descriptions; for example, rename "Organic Fruit and Veg" to "Riverford Organic Fruit & Veg."

Merge fields use Scriban templating, so mismatched or incorrect curly brackets can cause obscure syntax errors.

Enter your VAT registration number and turn the VAT registered flag on. Update the VAT status and VAT bands of your affected stock batches. The registration date becomes the point from which reporting is accurate.

It means send SMS by preference, not both SMS and email.

The number shows how many times the discount has been applied; 50 means the discount was applied to 50 individual 500g units.

The red coin icon indicates that the payment balance on the order is not zero, meaning there is an outstanding payment amount or refund balance to resolve.

The fee would never apply, so a blank cutoff is generally unsuitable when using a cancellation fee.

Tillex uses a “last write wins” approach, so the last person to save overwrites the earlier change.

Revaluing a batch also updates historic COGS for sales made from that batch, so GP reporting recalculates accordingly.

Stock held when VAT registration begins may need to be revalued from VAT-inclusive to ex-VAT cost, subject to HMRC/accountant confirmation.

Sales made before VAT registration have no VAT recorded and GP reporting ignores VAT; sales after registration include the applicable VAT.

Renewal creates an order and invoice, with the order initially marked as paid to separate operational processing from credit control; the invoice must still be checked to confirm payment.

Tillex prompts you when a scanned barcode is not recognised, allowing you to identify and add the barcode to the SKU.

The Tillex retail setup is designed to be compact and robust. The footprint is mainly determined by the touchscreen monitor and stand, with the Mini PC mounted behind the screen to reduce clutter. Required cables are power for the PC, monitor and scales, plus a connection between the scales and PC if using supported scales such as the DS782. Ethernet is recommended for the best experience but WiFi can be used if the counter connection is reliable. Card terminals connect directly to the internet and do not require connection to the Tillex hardware.

Use a genuine vector SVG rather than converting a PNG/JPG to SVG; SVG scales without quality loss and can be generated at the required sizes from 16×16 to 1024×1024.

Use 512×512 and 800×450 images for products, 800×450 and 900×450 for menus, 1440×480 for categories, and 256×256 for variants; images should be no larger than 1MB.

Tillex automatically creates the required image sizes by cropping and resizing uploaded images, but for the best results images should be manually cropped to the correct aspect ratio before uploading. Products/SKUs work best with 800x450, 256x256 or 512x512 images, menus with 900x450 or 800x450 images, categories with 1440x480 images, and variant categories or variants with 256x256 images. Uploaded images should be at least as large as the required dimensions.

Put the customer name, timing, service, order contents and payment information near the top.

The GTIN field is only used for product metadata and online integrations, not for till scanning.

Payment links are better for collecting payment before the final order value is known or recovering failed payments.

Accruals reporting shows the value of sales excluding VAT and is intended to show cost of goods sold by moving the stock value from the balance sheet into the P&L, including wastage on the date it occurs.

Use Issue Credit → Gift Voucher, enter the voucher amount and issue it normally. This records it as a naked credit, correctly reflecting that you are giving away the voucher value. Don't sell the voucher at £0 or discount it, as gift vouchers represent stored monetary value and cannot be discounted.

Cash reporting shows the actual money coming into the business, including VAT.

A profile is a user/customer record, while an account is used to accumulate orders where payment is taken later.

Keep Open allows an order to remain open before payment, but accounts/tabs are recommended for customers who regularly accumulate orders before paying.

The first schedule range is set at menu level so multiple experiences can share the same working calendar without maintaining separate calendars.

The Mini PC runs the Tillex EPOS at the till. Because Tillex is a cloud-based system, no software is installed locally—the EPOS, back office and online store all run in a web browser such as Google Chrome. The Mini PC is typically mounted behind the touchscreen at the till, although Tillex can also run on PCs, Macs, laptops, tablets and smartphones.

Open Orders is primarily designed for processing orders where timing, location and service are more important than customer name.

For live weight readings from a scale into Tillex, the scale typically connects via an RS232 serial connection using a USB-to-RS232 adapter. Tillex previously recommended the Digi DS782, but as this model is no longer produced, current recommended scales are CAZ scales supplied by POS Hardware. Other peripherals use their own connections, for example Star Micronics printers connect via network (Ethernet or WiFi) and barcode scanners can connect via Bluetooth.

Include a subject and body, with the customer’s order details using the appropriate merge field.

Always include the order number so customers can identify and search for the order easily.

Turn off the VAT registered flag so VAT isn't shown to customers. Price products as though VAT registered.

Void the historic unpaid invoice and create a new membership. If the customer is still within the grace period, they can instead pay the existing renewal invoice.

Check the Inventory Ledger to investigate stock movements. If the stock figure is significantly wrong, use Stock Take → By SKU and enter the actual quantity you have to correct the stock level in bulk.

If VAT-inclusive costs were entered before registration, affected batches need to be manually revalued to their ex-VAT cost, or Tillex can potentially update them with a background job.

Use the venue as the asset unless customers specifically need to choose between different people.

Use a genuine business reply-to address, not the customer’s own email address.

VAT and COGS are calculated at the time of sale using the SKU and actual batch cost, so GP reporting reflects the situation on the sale date rather than current settings.

Working day ranges are for regular opening times; use a single date range for one-off events.

Use Instant Mode if order values are unlikely to change.

Use Preauthorise if order values may change, e.g. weighed goods, stock changes or cancellations, as you can reduce the final payment without issuing a refund. Card authorisations expire after around 5–7 days, so longer-term orders require the customer to store a card.

Use SMS for urgent updates or as a backup when no email address is available.

Write Off should be used when goods or services were supplied at an agreed price but remain unpaid within the accounting period. If goods are deliberately given away, discount the item to zero instead.

If you’re on the cash VAT scheme, run the End of Day Cash report over the required month. This provides the VAT figures, usually entered into Xero/QB as a summary by payment method/VAT band.

Go to Partner Centre → Sales → Reporting using the reporting icon in the top-left. You can view sales revenue over selected periods and filter by menu, category or product, including net revenue, average basket value, average basket size and number of sales. Use the table view for more detail and Download to export the data for spreadsheet analysis. Inventory Reporting provides similar data but focuses on profitability and COGS.

Go to Partner Centre → Sales → Reporting using the reporting icon in the top-left. You can view sales revenue over selected periods and filter by menu, category or product, including net revenue, average basket value, average basket size and number of sales. Use the table view for more detail and Download to export the data for spreadsheet analysis. Inventory Reporting provides similar data but focuses on profitability and COGS.

Account reporting is found in the Accountant Dashboard, which provides the Cash, Profit and Loss, and Balance Sheet reports.

We recommend purchasing hardware through our preferred partner, POS Hardware, who supply compatible Tillex equipment and provide assistance with setup, unboxing and free troubleshooting support. Point of sale hardware availability changes frequently, so recommended models may vary over time. For touchscreen monitors, we recommend capacitive touch screens (similar to phones and tablets) rather than resistive touch screens. iiyama monitors provide a good balance of quality and price, with model numbers containing “MSC” indicating capacitive touch. The most important factors are suitable screen size and reliable touch performance rather than home entertainment features such as colour accuracy or high resolution.

Review the payment methods enabled in Stripe and disable those that aren't relevant to your business. Direct Debit is disabled by default because it can be slow and cumbersome. Consider whether options such as Klarna and Clearpay are appropriate, as enabling them can de-emphasise more relevant options such as Pay By Bank or Revolut and requires adverts for those payment methods to be displayed on product pages.

For taxation, use the End of Day reports in the Accountant role, rather than Sales or Inventory Reporting. Sales Reporting analyses money coming into the business, while Inventory Reporting focuses on inventory efficiency, profitability and COGS. Differences between them are usually caused by different reporting dates and the different data each report includes; Miscellaneous items are included in Inventory Reporting.

If the In Stock date is missing from a booked delivery, Tillex cannot correctly allocate sales to the new stock batches, causing stock levels to appear incorrect. Set the correct In Stock date for each affected delivery line, and Tillex will automatically reallocate sales to those batches and recalculate the stock levels.

Tillex uses caching to handle very large catalogues quickly, so catalogue changes may take time to appear online. Out-of-stock products can also be hidden using the relevant setting.

Products with a reorder point of 0 are still monitored by stock control and will appear in the minimum stock report when their stock reaches 0. If you do not want a product to be stock controlled, leave the reorder point blank and delete all stock batches for that product.

Check that all wastage has been recorded. Tillex calculates stock from deliveries minus sales, so unrecorded wastage will make the stock level higher than the physical stock.

Check the running service discounts and set the discount to 100% off rather than a fixed amount, so it remains correct if the service price changes.

Tillex prices are reactive and recalculated from weight/volume and cost, while scales use fixed prices per 100g or kg; if the SKU uses a different unit, rounding can cause discrepancies, particularly with liquids. A future change may use the absolute barcode values instead, but this requires careful development due to the risk of affecting other pricing behaviour.

Refunds can result in a negative payout because Stripe and Tillex fees are not refunded. The original payment may already have been paid out before the order was cancelled. Reauthorise and Intent to Pay payment methods can delay final payment until fulfilment

If a keg product cannot be added, check that a volume, weight or other unit quantity has been entered. Keg products require a valid measurement value before they can be saved. A validation issue may prevent the error message from displaying correctly, but entering the required quantity resolves the problem.

A delivery note is linked to a purchase order, so you must delete the associated PO rather than the delivery note.

If the SKU will not save, check that a Recommended Retail Price (RRP) has been entered. When a retail price is enabled for the inventory category, an RRP is required before the SKU can be saved. A validation message may not display correctly due to a known issue, but entering an RRP resolves the problem.

An unbooked historic order shows the sku. Delete it from there then delete the sku in catalogue

There is currently an issue preventing users from being deleted when the delete user notification is set to “none”. The system expects a removal notification due to GDPR requirements, but the user interface does not currently enforce or automatically select one. Until the next release allows deletion without a notification, either leave the user in place or create a user removal notification and then delete the account.

Orders are assigned a stock location based on the service they were created from. The All view in Open Orders only shows orders linked to the location of the current till. To view all orders for a specific service, select that service instead. If an order has no stock location assigned, edit and save the order without making changes to assign the correct location.

A card reader can only refund payments that were originally processed through that same device because it does not have access to the original payment or card details from other payment methods. If the customer paid through Stripe, the refund must be processed through Stripe rather than the card reader.

The National Delivery service had no delivery charge set.

A PDV is automatically applied when the holder is the named customer on an order. If a voucher is added before the customer is identified or their walk-in alias is set, identifying the customer removes previously added vouchers and replaces them with the vouchers they hold. Therefore, rescan the voucher after identifying the customer if it needs to be used on that order.

The discount may continue during the membership grace period even though the renewal invoice has not been paid, which can make the customer believe their membership has renewed.

Merchants who carefully name products and write relevant catalogue copy can generate substantial search traffic through good SEO.

If checkout validation fails (for example, because a required address field is incomplete), the order is not created and no payment is taken by Tillex. In some cases, Stripe may place a temporary pending authorisation while attempting to store payment details, but this is not a completed payment. Check the Stripe Dashboard to confirm the payment status.

After setting a new password, the customer must also complete two-factor authentication by entering the security code sent to their email. Resetting the password alone does not complete the login process, so customers should check their email again and enter the verification code to finish signing in.

The product shows as out of stock when the remaining stock is below the minimum order quantity. For example, if 166g remains but the minimum online order is 250g, customers cannot place an order, so Tillex displays it as out of stock.

Tillex treats order fulfilment and payment as separate processes. An order is marked as Completed once the goods or services have been supplied, even if payment has not yet been received, provided a valid payment method such as Invoice, Bank Transfer or On Account has been assigned. The outstanding balance is then managed against the invoice rather than the order. Completed orders cannot be edited; if changes are required, create a return, which generates a credit note and updates the invoice balance. If the invoice has already been paid, a refund may also be required.

This is correct: Tillex separates supply from payment. An order can be completed once goods are supplied and an invoice/payment method is raised; the outstanding payment is then managed against the invoice. To change a completed order, create a return/credit note, which reduces the invoice balance and may require a refund if the invoice has already been paid.

If an item has remained at or below minimum stock without selling for 28 days, Tillex assumes the merchant does not currently want to reorder it.

If the scale is only being used at the till, there is no need to program products, prices or PLUs into the scale. With Tillex and a compatible integrated scale, the product information and pricing are managed within Tillex.

An SVG file can still contain a bitmap image rather than true vector artwork. If the SVG was created by converting a PNG or JPG, it will lose quality when resized. For the best results across websites, icons and mobile devices, use the original vector artwork created by the designer, as this can be scaled to any size without losing quality.

The report shows purchase costs by batch, not an aggregated cost per SKU. Use Purchase Trends to view aggregated totals by SKU or category. COGS before stock is established may also be inaccurate.

This is by design; the issue mainly occurs when the amount tendered is much larger than the payment due, such as paying a £0.50 order with a £10 note.

The field clears when tapped rather than appending to the existing amount, based on customer feedback when the feature was designed.

Buying 25kg as a single loose-goods quantity calculates the discount on the whole quantity, whereas adding 50 × 500g applies and rounds the discount separately to each portion.

The EPOS out-of-stock indicator follows the online availability setting, even though the till could technically sell a quantity below the minimum online order.

This is usually caused by the same EPOS terminal being opened in multiple browser tabs or on multiple devices. Opening and closing sessions out of sequence can leave a terminal with multiple active sessions, causing the open/closed status to become out of sync. Tillex supports only one active operational session per terminal, so avoid using the same terminal in multiple tabs or devices simultaneously. If a rogue session remains open, it may need to be closed manually.

Tillex only adds products that have sold within the last 28 days, preventing large catalogues from generating unwanted purchase orders for slow-moving or inactive products.

Stripe shows the pre-authorised amount, not the current order total, so reducing an order won’t change the figure until payment is captured; increasing it triggers a new authorisation.

Tillex calculates stock by adding purchases and subtracting sales. If the stock level is wrong, there is either a data-entry error or unrecorded stock loss. Stock is managed in batches, so wastage must be applied to the correct batch for traceability and accurate stock allocation.

In rare cases, stock may be deducted twice if an order is cancelled and resubmitted while the background stock update is still processing. Tillex updates stock levels using background jobs to improve till performance, and overlapping jobs can occasionally result in duplicate stock deductions. This is a known issue that should be investigated if it occurs.

It was a negative payout caused by a refund exceeding the available Stripe balance. For example a £10 payment and a £20 refund, makes Stripe collect the difference from your bank.

Reset the till’s local storage via Partner Centre → Admin → EPOS Configuration → select the terminal → click the third on/off button from the top on the right. Do this only when the EPOS is not processing an order.

If Tillex is rebuilding historical stock usage data, stock levels may temporarily appear much higher than expected because sales have not yet been reapplied to the stock batches. Once the rebuild process completes, the sales history is reapplied automatically and the stock levels will return to the correct values.

Tillex calculates delivery distance using the coordinates of the nearest merchant location ("as the crow flies"), not driving distance. If the wrong location is being used as the centre of the delivery zone, you can temporarily update the latitude and longitude of that location to match the desired delivery centre. This workaround only affects map links for click and collect locations.

The issue is caused by the timing of the stock movement: e.g. if an item was booked into stock on the 15th, but the held order had a due date of the 13th, Tillex correctly shows it as unavailable and creates virtual stock. Update either the order due date or the booked date on the batch so the stock is available before the sale.

Check whether the invoice is actually sent immediately; if it is, void it and let support know, as it may be generated or sent by the overnight process.

Tillex generates multiple website icons and favicons in different sizes for various browsers and devices. A genuine SVG logo is preferred because it can be scaled without losing quality. Converting a PNG or JPG into an SVG does not improve image quality, as it simply embeds the original bitmap image. For the best results, provide the original vector artwork or an existing SVG version of the logo so high-quality icons can be created.

First check whether the issue is with the terminal connection rather than Tillex. Confirm the scanner is sending keystrokes by testing it in an application such as Notepad, check that the scanner icon is green in EPOS, and test scanning an item to see if Tillex responds. For scales, check the till PC event log for hardware service errors and confirm the correct COM port connection. If an operator cannot log in, check the PIN or reset it if required. Reset the terminal from Partner Centre > EPOS Configuration by selecting the terminal and toggling the power button.

The experience shares the same schedule as another event, which means the event reserves all associated assets. Add an end date to the old one's schedule if it is being replaced by the new one.

The terminal is physically in once place but set to another. Change its location in Partner Centre → Administrator → EPOS Configuration.

The red icon means the catalogue cache is out of sync and normally resolves after the cache repair/refresh.

Discounts are applied to each individual quantity rather than the total line value, so 50 × 500g portions receive the discount 50 times with rounding applied to each portion.

Hardware issue caused by the configured COM2 port no longer existing, indicating a change on the till PC rather than a Tillex software issue; physical access is required to investigate the hardware/driver configuration.

Refresh the browser first. If the Open Orders screen remains blank, reset the affected terminal from another device via Partner Centre → Admin → EPOS Configuration → select the terminal → power on/off button while the affected terminal remains open on EPOS. The issue can occur when switching to the EPOS tab while a Drop and Collect order is still being edited, so avoid doing this until the order is finished.

Stocktake printing uses browser-based HTML printing, which can sometimes display incorrectly in print preview depending on the browser or printer driver. Try printing anyway or use the browser option to print to PDF. If the stocktake will not save, further investigation is required as there is no known issue with saving stocktakes.

A discount code on its own does not apply a discount. The code must be linked to an active promotion that defines the discount (for example, 10% off) before it can be used on an order.

HTML does not add paragraph spacing using the Enter key like a word processor. If formatting becomes problematic, copy the text into a plain text editor such as Notepad, add a single carriage return between paragraphs, then paste it back into Tillex.

If a service is set to Preauthorise, the card payment is authorised but not captured until the order is marked Ready. It will then appear in takings; preauthorisation also allows the order value to be adjusted before capture.

COGS is calculated from the cost of the stock you hold; to apply cost-plus pricing, select the SKUs and authorise the price change in the Pricing Wizard, rather than expecting the Retail Price to update automatically.

Occasionally check order history to ensure customers are not receiving excessive notifications.

Additional notifications require a reliable process for progressing order statuses correctly.

One-off events and regular bookings use calendars differently, so separate menus make the scheduling easier to manage.

Completed orders paid through an account are treated correctly for stock and taxation, whereas leaving orders open may affect whether goods are considered supplied for reporting purposes.

The order was created when there was no stock available to allocate, so Tillex used a virtual batch.

The menu calendar showed the venue as open every day, while the experience calendar restricted the event to its specific date; the menu calendar should be blank for a one-off event.

The order was placed more than 5 days ahead, but the customer had not stored their card. Because your Reauthorise setup uses a pre-authorisation at checkout and captures it when the order reaches Ready, the authorisation had expired before the order was ready and could not be reauthorised. The customer should be contacted to arrange payment via the online order history, phone/card, cash, invoice or payment link.

A negative £4.21 gratuity has confused the split-payment calculation. Enable gratuities for the till service, add a £4.21 non-integrated card payment with a £4.21 gratuity, then disable gratuities again; finally, close the order and enter any balancing non-integrated transaction Tillex requests.

Tillex requires a subject field, so add a subject even if the notification is mainly being used for SMS.

If Tillex is marked as VAT registered before registration, GP reporting may be incorrect. Stock costs are assumed to be ex VAT, so if VAT-inclusive costs were entered they may be incorrect depending on the VAT setting.