> ## Documentation Index
> Fetch the complete documentation index at: https://help.vori.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Frequently Asked Questions

> Quick answers to the most common questions about Vori POS, Back Office, hardware, payments, and more.

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

***

### Back Office

<AccordionGroup>
  <Accordion title="How long does it take a transaction to sync to the 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](/hardware-and-integrations/cashier-screen-and-shopper-display/resolve-pos-data-sync-delays)
  </Accordion>

  <Accordion title="What is Back Office?">
    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](/vori-setup-and-troubleshooting/access-the-new-vori-back-office)
  </Accordion>

  <Accordion title="What should I do if the Vori Back Office won’t load?">
    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](/vori-setup-and-troubleshooting/how-to-troubleshoot-when-the-back-office-isn-t-loading)
  </Accordion>

  <Accordion title="Why aren’t my product updates from the Vori operating system app or Back Office showing up on the POS?">
    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](/hardware-and-integrations/cashier-screen-and-shopper-display/resolve-pos-data-sync-delays)
  </Accordion>
</AccordionGroup>

***

### Campaigns & coupons

<AccordionGroup>
  <Accordion title="What types of coupons can I create for a campaign?">
    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](/customer-marketing/campaigns-and-coupons/custom-campaign-messages-and-coupons)
  </Accordion>
</AccordionGroup>

***

### Cashier & shopper display

<AccordionGroup>
  <Accordion title="How can I see when the POS was last synced to Back Office?">
    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](/hardware-and-integrations/cashier-screen-and-shopper-display/resolve-pos-data-sync-delays)
  </Accordion>

  <Accordion title="What should I do if a software update prompt appears on the Vori POS or Vori operating system app?">
    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](/vori-setup-and-troubleshooting/update-the-vorios-app)
  </Accordion>
</AccordionGroup>

***

### Cashier & till management

<AccordionGroup>
  <Accordion title="Can you perform cash back on a credit card?">
    No, cash back is only supported for debit cards.

    **Learn more:** [Process cash back at the POS](/point-of-sale-pos/basic-cashier-functions/process-cash-back-at-the-pos)
  </Accordion>

  <Accordion title="Can you perform cash back without ringing up items?">
    No, card networks require cash back to be tied to a transaction.

    **Learn more:** [Process cash back at the POS](/point-of-sale-pos/basic-cashier-functions/process-cash-back-at-the-pos)
  </Accordion>

  <Accordion title="How do I add cash to my drawer?">
    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](/point-of-sale-pos/blackhawk-gift-cards-checks-lottery-and-payouts/pay-in-and-pay-out-on-the-pos)
  </Accordion>

  <Accordion title="What if there is a difference between Total Payments Expected and Total Payment Collected?">
    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](/cashier-and-till-management/till-management/investigate-and-resolve-till-discrepancies)
  </Accordion>
</AccordionGroup>

***

### EBT

<AccordionGroup>
  <Accordion title="An item isn't showing as EBT-eligible, but it should be. How do I fix it for this sale?">
    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, VoriOS, and the POS](/point-of-sale-pos/ebt-electronic-benefit-transfer/manage-ebt-eligibility-in-the-back-office-vori-os-and-the-pos)
  </Accordion>

  <Accordion title="Can a shopper check their EBT card balance before paying?">
    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](/point-of-sale-pos/basic-cashier-functions/how-cashiers-and-customers-can-use-shopper-actions)
  </Accordion>

  <Accordion title="Can a shopper split a payment between an EBT card and a credit card?">
    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](/point-of-sale-pos/basic-cashier-functions/using-the-pos-as-a-cashier)
  </Accordion>

  <Accordion title="Can your system refund EBT Cash?">
    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](/point-of-sale-pos/ebt-electronic-benefit-transfer/processing-ebt-snap-and-ebt-cash-refunds)
  </Accordion>

  <Accordion title="Do I need to remove tax from EBT-eligible items?">
    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, VoriOS, and the POS](/point-of-sale-pos/ebt-electronic-benefit-transfer/manage-ebt-eligibility-in-the-back-office-vori-os-and-the-pos)
  </Accordion>

  <Accordion title="Does EBT refund go directly back on the card?">
    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](/point-of-sale-pos/ebt-electronic-benefit-transfer/processing-ebt-snap-and-ebt-cash-refunds)
  </Accordion>

  <Accordion title="How can I refund a bottle deposit to an EBT card?">
    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](/point-of-sale-pos/ebt-electronic-benefit-transfer/processing-ebt-snap-and-ebt-cash-refunds)
  </Accordion>

  <Accordion title="What if a customer has made a partial payment but wants to make a change to the order?">
    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](/point-of-sale-pos/basic-cashier-functions/handle-card-voids-and-payment-cancelations-at-the-pos)
  </Accordion>

  <Accordion title="What's the fastest way to make a whole department EBT-eligible?">
    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, VoriOS, and the POS](/point-of-sale-pos/ebt-electronic-benefit-transfer/manage-ebt-eligibility-in-the-back-office-vori-os-and-the-pos)
  </Accordion>

  <Accordion title="Will a shopper be required to pay tax on a taxable item if they use EBT for payment?">
    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, VoriOS, and the POS](/point-of-sale-pos/ebt-electronic-benefit-transfer/manage-ebt-eligibility-in-the-back-office-vori-os-and-the-pos)
  </Accordion>
</AccordionGroup>

***

### Electronic shelf labels

<AccordionGroup>
  <Accordion title="Can I adjust the size of words on electronic shelf tags?">
    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.
  </Accordion>
</AccordionGroup>

***

### Getting started

<AccordionGroup>
  <Accordion title="How do I close this chat window?">
    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](/getting-started-with-vori/support/use-live-chat-for-support-questions-and-requests)
  </Accordion>
</AccordionGroup>

***

### Handheld devices

<AccordionGroup>
  <Accordion title="Can I unlock my Vori-provided iPhone to use my own SIM card or download other apps?">
    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.
  </Accordion>
</AccordionGroup>

***

### House accounts

<AccordionGroup>
  <Accordion title="Can I pay off a House Account balance through the POS?">
    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](/point-of-sale-pos/house-accounts-charge-accounts/create-and-manage-house-accounts)
  </Accordion>
</AccordionGroup>

***

### Invoicing & cost changes

<AccordionGroup>
  <Accordion title="When does the Invoice tool suggest retail price 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](/invoicing-cost-changes-and-smart-pricing/cost-changes-and-smart-pricing/manage-invoices-new-items-and-cost-changes)
  </Accordion>
</AccordionGroup>

***

### Loyalty & rewards

<AccordionGroup>
  <Accordion title="Are Loyalty points shared across all my store locations?">
    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](/customer-marketing/loyalty-and-rewards/redeem-loyalty-rewards-at-the-pos)
  </Accordion>

  <Accordion title="What do I do if my shoppers cannot enter their loyalty number on the screen?">
    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](/hardware-and-integrations/cashier-screen-and-shopper-display/troubleshoot-shopper-display-communication-issues)
  </Accordion>
</AccordionGroup>

***

### POS basics

<AccordionGroup>
  <Accordion title="How long do orders stay in the order viewer?">
    \~35 days.

    **Learn more:** [Using the POS as a cashier](/point-of-sale-pos/basic-cashier-functions/using-the-pos-as-a-cashier)
  </Accordion>

  <Accordion title="How long does it take for paused orders to transfer between registers?">
    Paused orders should take only a few minutes to transfer over to other lanes.

    **Learn more:** [Using the POS as a cashier](/point-of-sale-pos/basic-cashier-functions/using-the-pos-as-a-cashier)
  </Accordion>

  <Accordion title="How long will paused orders stay in the system?">
    60 days

    **Learn more:** [Using the POS as a cashier](/point-of-sale-pos/basic-cashier-functions/using-the-pos-as-a-cashier)
  </Accordion>
</AccordionGroup>

***

### POS customization

<AccordionGroup>
  <Accordion title="How can I add or update a new button on the POS?">
    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](/point-of-sale-pos/pos-customization-and-setup/customize-your-pos-with-quick-action-buttons-and-manual-items)
  </Accordion>
</AccordionGroup>

***

### Payment terminals

<AccordionGroup>
  <Accordion title="What do I do if the customer screen (payment terminal) won't work?">
    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](/hardware-and-integrations/payment-terminals/fix-your-pos-payment-terminal)
  </Accordion>
</AccordionGroup>

***

### Payments & financials

<AccordionGroup>
  <Accordion title="Can I use my own payment processor with Vori?">
    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](/payments-and-financials/security-and-compliance/pci-compliance-and-payment-security)
  </Accordion>

  <Accordion title="Does Vori help with our store's PCI compliance or questions about Point-to-Point Encryption (P2PE)?">
    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](/payments-and-financials/security-and-compliance/pci-compliance-and-payment-security)
  </Accordion>

  <Accordion title="How do I contact Card Connect customer support?">
    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 email**

    * General merchant support: [merchantsolutions@cardconnect.com](mailto:merchantsolutions@cardconnect.com)
    * Technical & integration support: [isvhelpdesk@cardconnect.com](mailto:isvhelpdesk@cardconnect.com)
    * CardPointe support: [cardpointesupport@cardconnect.com](mailto:cardpointesupport@cardconnect.com)

    **Online**

    Log into your account and go to **Support > Create Ticket**, or visit the CardPointe Support Center.
  </Accordion>

  <Accordion title="What type of payment terminal do you use?">
    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)](/hardware-and-peripherals/payment-terminals/set-up-a-standalone-payment-terminal-pax-a920)
  </Accordion>

  <Accordion title="Why was the card declined after a void?">
    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](/point-of-sale-pos/basic-cashier-functions/handle-card-voids-and-payment-cancelations-at-the-pos)
  </Accordion>
</AccordionGroup>

***

### Point of Sale

<AccordionGroup>
  <Accordion title="Can the POS run during a store power outage?">
    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](/point-of-sale-pos/basic-cashier-functions/process-offline-payments-in-vori-pos)
  </Accordion>
</AccordionGroup>

***

### Product & catalog

<AccordionGroup>
  <Accordion title="Can I assign multiple countries of origin to one item?">
    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](/product-and-product-catalog-management/product-creation-and-set-up/product-catalog-product-details)
  </Accordion>

  <Accordion title="Can I print the product description on smaller tag sizes?">
    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](/hardware-and-peripherals/tag-printer/wide-large-3-x-1-5-label-tags)
  </Accordion>

  <Accordion title="How do I delete a product?">
    Products can’t be deleted, but you can deactivate them. In the New Back Office (app.vori.com), go to the [Product Catalog](https://app.vori.com/retail/products), 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](/product-and-product-catalog-management/product-editing-and-activation/activating-deactivating-products)
  </Accordion>

  <Accordion title="How do I enter a 6 or 8 digit UPC-E?">
    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](/product-and-product-catalog-management/product-creation-and-set-up/convert-a-upc-e-barcode-to-upc-a)
  </Accordion>

  <Accordion title="How do you create a product?">
    You can create a new product directly from the **Product Catalog** in the Back Office at [app.vori.com](https://app.vori.com).

    **To create a product quickly:**

    * Go to **Products > [Product Catalog](https://app.vori.com/retail/products)**.

    * 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](/product-and-product-catalog-management/product-creation-and-set-up/product-catalog-product-details)
  </Accordion>
</AccordionGroup>

***

### Promotions

<AccordionGroup>
  <Accordion title="How do I delete a promotion from drafts?">
    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](/promotions/understanding-the-promotions-dashboard-hierarchy)
  </Accordion>

  <Accordion title="What happens if a product is on multiple promotions?">
    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](/promotions/understanding-the-promotions-dashboard-hierarchy)
  </Accordion>
</AccordionGroup>

***

### Receipt printer

<AccordionGroup>
  <Accordion title="What can I customize on my store receipts?">
    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](/cashier-and-till-management/till-management/customize-your-pos-settings)
  </Accordion>

  <Accordion title="What size is the receipt paper?">
    Vori-compatible receipt printers use **80mm thermal receipt paper**.

    **Learn more:** [Printer supplies guide: shelf tags, promo labels, and receipt paper](/hardware-and-peripherals/tag-printer/printer-supplies-guide-shelf-tags-promo-labels-and-receipt-paper)
  </Accordion>
</AccordionGroup>

***

### Reporting

<AccordionGroup>
  <Accordion title="How do I see all refunded orders for a specific day in 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](/reporting/sales-and-product-performance/track-the-complete-lifecycle-of-customer-transactions)
  </Accordion>

  <Accordion title="How do refunds factor into the Item Sales report?">
    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](/reporting/sales-and-product-performance/generate-a-report-of-the-top-selling-items-per-department)
  </Accordion>

  <Accordion title="Where can I view department sales totals?">
    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](/reporting/sales-and-product-performance/generate-a-report-of-the-top-selling-items-per-department)
  </Accordion>

  <Accordion title="Why isn’t my reporting data loading? (Seeing “null” data)">
    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](/vori-setup-and-troubleshooting/how-to-troubleshoot-when-the-back-office-isn-t-loading)
  </Accordion>
</AccordionGroup>

***

### Scanner & scale

<AccordionGroup>
  <Accordion title="How can I adjust the volume of the scanner scale on the POS?">
    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](/hardware-and-peripherals/cashier-handheld-scanner-and-countertop-scale/troubleshoot-the-zebra-mp7000-scanner-scale)
  </Accordion>

  <Accordion title="What is the maximum weight that Vori's scanner scales can read?">
    All Vori scanner scale models currently in operation support a maximum weight of 30 lbs.
  </Accordion>

  <Accordion title="What should I do if the scale scanner isn't working or gives an error for every item?">
    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](/hardware-and-peripherals/cashier-handheld-scanner-and-countertop-scale/troubleshoot-the-zebra-mp7000-scanner-scale)
  </Accordion>
</AccordionGroup>

***

### Setup & troubleshooting

<AccordionGroup>
  <Accordion title="How do I change or reset my password for the Vori Back Office and Vori operating system App?">
    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 VoriOS password](/vori-setup-and-troubleshooting/reset-your-vori-back-office-and-vori-os-password)
  </Accordion>

  <Accordion title="What is the Vori POS admin 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](/point-of-sale-pos/basic-cashier-functions/log-into-the-pos-after-a-restart)
  </Accordion>
</AccordionGroup>

***

### Tag printer

<AccordionGroup>
  <Accordion title="Can multiple handhelds connect to the label printer at the same time?">
    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](/hardware-and-peripherals/tag-printer/connect-the-zebra-printer-to-the-vorios-app)
  </Accordion>
</AccordionGroup>

***

### Users & permissions

<AccordionGroup>
  <Accordion title="How can I remove a user from the system?">
    If you're a Banner Admin, you can remove your own Back Office users from the **Users** page in Back Office — no need to contact Vori Support. Open the Users page and remove the person's access. To remove a POS-only login, deactivate the user on the Cashiers page instead.

    **Learn more:** [Manage Users and Roles in Back Office](/cashier-and-till-management/pos-user-access/manage-users-and-roles-in-back-office)
  </Accordion>
</AccordionGroup>

***

### Vendors

<AccordionGroup>
  <Accordion title="How do I pay a vendor through the register?">
    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](/point-of-sale-pos/blackhawk-gift-cards-checks-lottery-and-payouts/pay-in-and-pay-out-on-the-pos)
  </Accordion>
</AccordionGroup>


## Related topics

- [Wide Large 3" x 1.5" Label Tags](/hardware-and-peripherals/tag-printer/wide-large-3-x-1-5-label-tags.md)
- [Set Up and Manage Product Rules](/product-and-product-catalog-management/product-catalog-and-bulk-management/product-rules.md)
- [Create and Manage Product Groups](/product-and-product-catalog-management/product-creation-and-set-up/create-and-manage-product-groups.md)