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Browse common questions below, or use the search bar at the top of the page to find a specific topic.

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Back Office

Transaction data is regularly synced to the cloud every 15 minutes. If a transaction is taking longer than 25 minutes to sync to the Back Office, reach out to customer support for help.Learn more: Resolve POS data sync delays
Back Office refers to the app.vori website where users can manage their store’s product file, view reports, review invoices for cost changes, and configure POS users and settings. It also provides access to additional store programs such as Loyalty, Campaigns, inventory tracking, and more.Users may also refer to this as “the back office.”Learn more: Access the new Vori Back Office
Try these basic troubleshooting steps:
  • Restart your browser.
  • Clear your browsing data.
  • Restart your computer.
  • If the problem persists, reach out to Vori Support for help.
Learn more: Troubleshoot when the Back Office isn’t loading
Product updates made in the Vori operating system app or Back Office usually sync to the POS within 1–5 minutes. There’s currently no way to manually force a sync to the POS. If you don’t see the changes after a few minutes, try refreshing your POS app.Learn more: Resolve POS data sync delays

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Campaigns & coupons

You can create four types of coupons, which apply to either a single item or an entire transaction:
  • Item-Level Coupons: These apply a discount to one specific product. Note that only one product can be selected per coupon.
  • Item discount: A specific dollar amount off (e.g., $2.00 off).
  • Item percent off: A percentage off (e.g., 50% off).
  • Transaction-Level Coupons: These apply a discount to the member’s total purchase.
  • Transaction discount: A specific dollar amount off the total.
  • Transaction percent off: A percentage off the total.
Learn more: Custom campaign messages and coupons

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Cashier & shopper display

On the cashier screen, tap the Settings icon in the bottom left corner. The date and time of the last sync should be displayed on the popup window.Learn more: Resolve POS data sync delays
You can safely ignore any software update prompts on the Vori POS cashier screen during the day by swiping them away. Tapping a prompt may restart the POS; the restart password is 654321. Updates occur automatically after hours, so no immediate action is needed. This applies to the Vori operating system app updates (iOS updates) and third-party applications.Learn more: Update the Vori operating system App

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Cashier & till management

No, cash back is only supported for debit cards.Learn more: Process cash back at the POS
No, card networks require cash back to be tied to a transaction.Learn more: Process cash back at the POS
On the POS screen, change from Checkout Mode to Pay-in & Pay out Mode
  • Pay-in option
  • Select reason
  • Confirm Pay-in
Learn more: Pay-in and pay-out on the POS
This is likely due to a discrepancy between Expected Till Amount and Actual Till Amount. To review and make any adjustments, find the Tills section of the Reporting tool.Learn more: Investigate and resolve till discrepancies

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EBT

In the cart, tap the …More button next to the item and select Mark as EBT eligible. This is a temporary fix for the current transaction only.Learn more: Manage EBT eligibility in the Back Office, Vori OS, and the POS
Yes. Before reaching the payment screen, tap the Shopper icon (🛒) in the toolbar and select Check EBT/eWIC Balance.Learn more: How cashiers and customers can use Shopper Actions
Yes. Select EBT SNAP as the first payment method to cover all eligible items. The POS will then automatically prompt you to pay the remaining balance with another method, such as Card or Cash.Learn more: Using the POS as a cashier
Our system will not allow refunds to EBT Cash. If an EBT Cash payment was cancelled, the cash drawer should open and the cashier will need to issue refund in Cash.Learn more: Processing EBT SNAP and EBT Cash refunds
No. You should keep the item marked as taxable in the Back Office. The POS will automatically waive the tax for that item only when the EBT SNAP payment method is used.Learn more: Manage EBT eligibility in the Back Office, Vori OS, and the POS
EBT refunds are available and go back directly to the EBT card. To issue an EBT refund, the cashier must scan the original receipt or find the order in View All Orders (you can search by the last 4 digits of the card) and select Issue Refund from the original transaction.The EBT card must be present and the shopper must enter their PIN to complete the refund. EBT refunds cannot be issued through Refund Mode or Inline Refunds.Learn more: Processing EBT SNAP and EBT Cash refunds
The system cannot process inline refunds for EBT transactions. (This measure prevents refunds from being issued to an EBT balance for transactions that were originally paid with other payment methods).Learn more: Processing EBT SNAP and EBT Cash refunds
In order to go back to Checkout mode to make changes to the order, the partial payment has to be refunded.
  • If the shopper has partially paid with cash, the cash must be canceled and returned to the shopper.
  • If the shopper has partially paid with Debit/EBT SNAP, the payment must be canceled. The shopper must slide, tap, or insert their Debit/EBT SNAP card and enter their PIN.
  • If the shopper has partially paid with credit, the payment must be canceled and funds will automatically return to the card.
Learn more: Handle card voids and payment cancelations at the POS
Set the entire department as EBT-eligible in the Back Office. This setting automatically applies to all products within it, saving you from editing each one individually.Learn more: Manage EBT eligibility in the Back Office, Vori OS, and the POS
Eligible food items purchased with EBT are exempt from tax, even if those items are typically taxable (e.g. carbonated beverages). Our system will waive the tax on the EBT Payment screen.Learn more: Manage EBT eligibility in the Back Office, Vori OS, and the POS

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Electronic shelf labels

No. Text size on electronic shelf labels (ESLs) can’t be adjusted right now — templates are defined by Vori only. More customer-facing customization is being explored for future rollouts, but it isn’t available yet.In the meantime, many ESL templates automatically shrink text to fit the available space, so using shorter item descriptions can help readability in some cases.To share feedback on tag layouts, contact Vori Support and we’ll log it as a feature request.

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Getting started

To close the chat window in Vori Back Office, click the Get Support button again on the left side panel.Learn more: Use Live Chat for support questions and requests

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Handheld devices

Vori-provided iPhones are managed devices. They’re leased to your store as part of your monthly subscription, and Vori updates, repairs, or replaces them as needed under that plan.To keep your store data protected and the POS and ordering tools secure, Vori manages these iPhones through its device-management system. Because of that, they can’t be re-provisioned with a personal SIM card, jailbroken, or loaded with apps outside of the Vori setup.If you want a general “store phone” for calls or other apps, you have two options:
  • Use a personal iPhone, or
  • Buy a dedicated phone for your store.
Either way, install the Vori app on it to run the POS and ordering tools. Vori doesn’t provide the same hardware support — updates, repairs, or replacement — for devices you supply yourself.

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House accounts

No. House Account balances must be paid outside of the POS and manually tracked in the Back Office.Learn more: Create and manage House Accounts

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Invoicing & cost changes

The Invoice tool suggests a retail price change only when two conditions are met:
  • The item has a target margin set and
  • The item’s cost has increased
If cost decreases, the tool will not automatically suggest lowering the retail price — even if doing so would put you above your target margin. Any retail price adjustments in that case are yours to make manually.Learn more: Manage invoices, new items, and cost changes

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Loyalty & rewards

Yes as long as your stores are part of the same banner, members can earn and redeem points at any location.Learn more: Redeem loyalty rewards at the POS
Contact Vori Support and provide the affected lane number. We can then complete the troubleshooting steps on our end to fix the issue.Learn more: Troubleshoot Shopper Display communication issues

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POS basics

~35 days.Learn more: Using the POS as a cashier
Paused orders should take only a few minutes to transfer over to other lanes.Learn more: Using the POS as a cashier
60 daysLearn more: Using the POS as a cashier

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POS customization

You can create, edit, and assign Quick Action buttons yourself from the Vori Back Office — no need to contact Vori Support. Build actions, set up lane templates, and assign them to specific lanes. Quick Actions cannot be edited directly from the POS, so manage them in the Back Office instead.Learn more: Customize your POS with Quick Action buttons and manual items

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Payment terminals

If your customer screen (payment terminal) loses its connection to the Point of Sale (POS), you can perform a few key resets to resolve the issue.
  • Check your internet: First, confirm that your store’s internet connection is working correctly by testing it on a separate device.
  • Restart the Software: Use the gear icon on the POS to Restart App. If that fails, Reboot the payment terminal itself by holding the physical red and green buttons.
  • Power Cycle the Hardware: If the issue persists, fully power cycle the lane by turning its Uninterruptible Power Supply (UPS) off for 10 seconds, then back on. You can also try restarting your network switch and modem.
⚠️ Caution: Recent changes to your Internet Service Provider (ISP), especially switching to 5G or satellite, can cause connectivity issues that these steps may not resolve.If these steps do not restore the connection, please contact Vori Support for further assistance. To fix the issue quickly, please be prepared to provide the affected lane number when you contact support.Learn more: Fix your POS payment terminal

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Payments & financials

To ensure the highest level of reliability and security, Vori works exclusively with our own integrated payment processing. By keeping everything under one roof, we eliminate compatibility issues, guarantee a seamless checkout experience, and full P2PE compliance. Consequently, customers cannot bring their own payment processors or integrate existing merchant accounts.Learn more: PCI compliance and payment security
As a company, Vori does not directly assist with your store’s PCI compliance process or help you complete compliance forms. This is a self-assessment your store must manage.For specific questions about your payment card terminals or Point-of-Sale (POS) systems related to P2PE, please contact your payment processor directly.If your payment processor is CardConnect, you can:
  • Submit a support ticket through the CardConnect platform.
  • Call them at 877-274-7915.
If your payment processor is CardPointe, you can:
  • Submit a support ticket through the CardPointe platform.
  • Call them at 877-828-0720.
If your payment processor is PCS (Petroleum Card Services), you can:
  • Call them at 866-427-7297.
Learn more: PCI compliance and payment security
Reach CardConnect (CardPointe) support through any of these channels:By phone
  • Merchant & CardPointe Support: 877-828-0720. Merchant Solutions is available 24/7; standard CardPointe Support runs 8:30 a.m.–9:00 p.m. ET, with emergency support after hours.
  • Chargeback Department: 800-443-4651.
  • Technical Support: 484-581-7693.
By emailOnlineLog into your account and go to Support > Create Ticket, or visit the CardPointe Support Center.
We use a P2PE-compliant payment terminal, the PAX A35. Unless an article specifically calls out the Standalone Payment Terminal (the PAX A920, used to take payments away from the register), any reference to the “payment terminal” means the PAX A35.Learn more: Set up a standalone payment terminal (PAX A920)
If a card is charged and then immediately voided, trying to run the same charge again to the same card will be flagged as a duplicate. The system will automatically decline the second attempt to prevent double billing.Learn more: Handle card voids and payment cancelations at the POS

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Point of Sale

Yes, for a short time. Each lane is installed with an Uninterruptible Power Supply (UPS) — a backup battery that filters incoming power and provides emergency power if power is lost. The UPS model depends on your store’s needs and available space.The POS will keep running for several minutes, which is typically more than enough to finish checking out customers already in line and close down the store until power is restored.During an outage, your store may also lose internet access. If your store has offline payments (Store and Forward) enabled, you can keep collecting card payments; otherwise the POS defaults to cash only. To keep internet access during an outage, consider adding a UPS for your internet modem and other network devices as well.Learn more: Process offline payments in Vori POS

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Product & catalog

No. The Country of Origin field on the Product Details page is a single-select dropdown, so each item can have only one country of origin.Learn more: Product Catalog & Product Details in the new Back Office
No. The Description field is only available on the large 3” x 1.5” shelf labels. It is included by default on that label format and cannot be toggled on for smaller label sizes.Learn more: Wide (large 3” x 1.5”) label tags in the new Back Office
Products can’t be deleted, but you can deactivate them. In the New Back Office (app.vori.com), go to the Product Catalog, find and open the item, then update its Status on the Product Details page to Inactive. This will remove the product from active use.Learn more: Activating and deactivating products
UPC-E is a compressed version of UPC-A and cannot be used directly in Vori. If you have an 8-digit UPC-E, you’ll need to convert it to its full 12-digit UPC-A equivalent to add and search for the product.Learn more: Convert a UPC-E barcode to UPC-A
You can create a new product directly from the Product Catalog in the Back Office at app.vori.com.To create a product quickly:
  • Go to Products > Product Catalog.
  • Select New Product in the top-right corner.
  • In the Quick Create modal, fill in the required fields: Barcode, Department, Product Name, and Retail Price.
  • Optionally, use Autofill from Barcode to pre-populate product details automatically.
  • Select Create Product to save.
Need to add more details?
  • Select Full Details in the bottom-left corner of the Quick Create modal to open the full Product Detail page.
  • From there, you can set pricing, target margin, vendor products, inventory, attributes, description, and notes — without losing any information you’ve already entered.
Adding multiple products at once?
  • Toggle on Create More before saving. This keeps the product form open after each save so you can quickly enter the next item without reopening the modal.
Learn more: Product Catalog & Product Details in the new Back Office

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Promotions

To delete a draft promotion, first open the promotion for editing by selecting ‘Edit Details’ after clicking the three dot icon to the far right on the promotion’s row.Once the promotion is open, click the three dot icon at the top right of the page and select ‘Delete Promotion’.This will remove the promotion from the Drafts tab to the Deleted tab.Learn more: Understanding the Promotions dashboard hierarchy
A product can be associated with multiple promotions, but only one promotion can be active at a time for that product. If multiple promotions overlap, the system will automatically prioritize the one with the earliest end date.Learn more: Understanding the Promotions dashboard hierarchy

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Receipt printer

Your receipts can reflect your store’s unique identity. You can customize the header (like address, phone, and store info), the footer (a friendly message such as “Thank you for shopping with us!”), and your logo. Contact Vori Support to set it up.Learn more: Customize your POS settings
Vori-compatible receipt printers use 80mm thermal receipt paper.Learn more: Printer supplies guide: shelf tags, promo labels, and receipt paper

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Reporting

  • In Back Office, select Reporting from the left-hand menu, then choose Overview.
  • Scroll down to the Sales section and click Orders.
  • In the table that appears, use the Status filter to select Refunded.
  • Use the Date filter to select the specific day you’re interested in.
  • The table will update to show all refunded orders for that date.
  • Select any order to view more details.
Learn more: Track the complete lifecycle of customer transactions
Unless sorting the Item Sales table by Sale / Refund, refunded quantities and dollar amounts are removed directly from the sales figures of each item.Learn more: Generate a report of top-selling items per department
In the Sales Overview report, the Department Sales chart is preset to display the top 10 departments. You can adjust the chart to show the top 20, or the bottom 10 or 20 departments instead.Learn more: Generate a report of top-selling items per department
If you’re seeing “null” values or your report isn’t loading data, here are a few common reasons why:
  • Are you viewing the correct date range? Some reports, especially ones like Loyalty Insights, require a wider date range to display trends or comparisons. If only 1–2 days are selected, you may see “null” values or limited data.
  • Were all tills closed properly? The End of Day Report requires all tills to be closed. If any tills were left open, head to the terminal and close them out. The data should populate once all tills are closed.
  • Was your store’s internet offline? If your store’s internet was offline, offline payments captured on your terminals won’t appear in reporting until the internet is restored and the payments are processed. To process queued offline payments:
  • Open the Orders tab in the POS app.
  • Tap Process twice to confirm.
  • Wait for the “Payment Processed” message to appear at the top of the app.
Learn more: Troubleshoot when the Back Office isn’t loading

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Scanner & scale

To adjust the volume of the scan tone, press the volume button located at the back right of the scanner scale. Important: If pressing the button once does not change the volume, then the control settings for the unit have been set to default. Instead, press the volume button twice within in two seconds to adjust the volume.Learn more: Troubleshoot the Zebra MP7000 scanner scale
All Vori scanner scale models currently in operation support a maximum weight of 30 lbs.
You can usually fix this by resetting the scanner’s connection. It’s a quick process:
  • On the POS screen, quickly tap the date and time three times.
  • Select Reprogram Scanner/Scale.
  • Follow the on-screen prompts to use your phone and the POS scanner to scan a set of special barcodes. This re-establishes the connection.
  • Once the process is done, tap Continue and Confirm to finish.
Learn more: Troubleshoot the Zebra MP7000 scanner scale

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Setup & troubleshooting

You can change your password by selecting “Forgot Password” on either the Vori operating system app or the Vori Back Office login screen.
  • Click the “Forgot Password” link.
  • Enter your registered email address when prompted.
  • Check your email (including your spam folder) for a reset link to finalize the change.
Learn more: Reset your Vori Back Office and Vori OS password
The password is: 654321. If the password is entered incorrectly too many times, the system will lock for 5 minutes before you can attempt to enter the password again.Learn more: Log into the POS after a restart

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Tag printer

No. Only one handheld device can be connected to the label printer at a time. If another handheld needs to print labels, the current device must disconnect first before a new connection can be made.Learn more: Connect the Zebra Printer to the VoriOS App

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Users & permissions

Back Office and handheld logins can only be removed by Vori at this time. Please contact Vori Support with the email address of the user you’d like removed.Learn more: Set up cashiers and managers in the new Back Office

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Vendors

On the POS screen, change from Checkout Mode to Pay-in & Pay-out Mode
  • Pay out option
  • Select reason
  • Confirm Pay out
Learn more: Pay-in and pay-out on the POS