Common Customer Concerns and Troubleshooting Guide – Hike POS

Common Customer Concerns and Troubleshooting Guide – Hike POS

Purpose
This document serves as a central reference for common concerns reported by Hike POS customers, along with the recommended troubleshooting steps to help identify and resolve them.

1. Deleted Products or Product Types Still Appearing on the Process Sale Screen

Concern:

A customer has deleted one or more products from the Products page or deleted product types from the Product Types page, but the deleted items are still appearing on the Process Sale screen.

Troubleshooting Steps:

If deleted products or product types continue to appear on the Process Sale screen, refresh the data in Hike POS by following these steps:

  1. Navigate to Point of Sale > Cash Register.

  2. Select Reset Data to refresh the data.

  3. Once the process is complete, return to the Process Sale screen and check whether the deleted products or product types are still appearing.

Expected Outcome:

Refreshing the data should resolve the issue and ensure that the Process Sale screen reflects the latest product and product type information.

If the Issue Persists:

If the deleted products or product types continue to appear after refreshing the data, contact the Hike Support team for further assistance.


2. Error: "This Product Is Currently Locked for Stock Take"

Error Message:

"This product is currently locked for Stock take. It will be available again for sales once the stock take is completed."

Concern:

A customer encounters this error when attempting to process a sale because the product may be associated with an open or pending stock take (inventory count).

Troubleshooting Steps:

1. Check for open or pending stock takes. Navigate to Inventory > Inventory Count and check whether any stock takes are currently open or pending.
2. Check whether the product is included. If an open or pending stock take exists, open the relevant stock take and check whether the product the customer is trying to sell is included in it.
3. Verify the product unlocking setting. If the product is included in the stock take, check whether the option "Products in this count are to be unlocked only once all included products are counted" is selected for that stock take.
4. Complete the stock take if required. If the above option is selected, the stock take must be completed before the product can be sold. Once the stock take is completed, try processing the sale again.

If the Issue Persists:

If no open or pending stock take exists and the customer continues to receive this error, please raise a ticket with the Hike Support team by navigating to your Hike account > Click on (?) in the top right side > Submit a ticket, and share the following information:
  1. The name or details of the affected product.
  2. A screenshot of the error message.
The support team will investigate the issue and provide further assistance.

3. Products Created on a PC, Laptop, or Mac Are Not Accessible on an iPad

Concern:

A customer creates a product using Hike POS on a PC, laptop, or Mac, but the product does not appear or is not accessible when using Hike POS on an iPad.

Troubleshooting Steps:
  1. Perform a data sync on the iPad. Open the Hike app on the iPad and navigate to Settings > General Settings > Data Sync.
  2. Allow the data sync process to complete, then check whether the newly created product is visible and accessible on the iPad.
  3. Check the Hike app version. If the product is still not visible, check the currently installed version of the Hike app on the iPad and ensure that it is updated to the latest available version.
  4. After updating the app, reopen Hike POS and check whether the product is now accessible.
Expected Outcome:

Performing a data sync and ensuring that the Hike app is running the latest version should help resolve the issue and make the newly created product accessible on the iPad.

If the Issue Persists:

If the product is still not visible after completing these steps, contact the Hike Support team for further assistance.

4. Product Images Appear Blurry on Shopify or Other E-Commerce Platforms

Concern:

A customer uploads a product image to Hike POS, but the image appears blurry or has reduced quality when displayed on Shopify or another integrated e-commerce platform.

Explanation:

Hike supports a maximum product image resolution of 500 × 500 pixels. When an image with a higher resolution, such as 1200 × 1200 pixels, is uploaded directly to Hike, the system automatically compresses it to 500 × 500 pixels.

This reduction in image resolution may affect the image quality, causing it to appear blurry when displayed on the customer's e-commerce website.

Recommended Solution:

To maintain better image quality on the e-commerce website, we recommend uploading the higher-resolution product image directly to the e-commerce platform first and then syncing the image from the e-commerce platform to Hike.

5. Why has a sale been duplicated, or why has an extra letter or number been added to the invoice number suffix?

Possible Reasons:

This issue may occur due to the following reasons:
  1. Internet connectivity issues: A temporary internet interruption while processing a sale may cause the transaction to be submitted more than once, potentially resulting in a duplicate sale or an additional letter or number being added to the invoice number suffix.
  2. Using the same cash register on multiple devices: Processing sales simultaneously from multiple devices using the same cash register may also contribute to such issues.
Recommendation:

To help prevent this issue, ensure you have a stable internet connection when processing sales. We also recommend using a separate cash register for each device rather than processing sales simultaneously from multiple devices using the same cash register.

6. How do I apply a dollar discount instead of a percentage discount?

In Hike, you can apply a dollar-based discount in two ways, depending on whether you want to discount an individual product or the entire sale.

1. Line Item Discount

If you want to apply a discount to an individual product, you can adjust its selling price directly.
  1. On the Process Sale screen, add the product to the cart and click on it to view its details.
  2. If you want to apply a percentage discount, enter the discount percentage.
  3. If you want to apply a dollar discount, simply adjust the product's price to your desired selling price. Hike will automatically calculate the corresponding discount percentage.
Example: If a product is priced at $25 and you want to sell it for $20, change the price to $20. Hike will automatically calculate the discount as $5 (20%).

2. Invoice-Level Discount

If you want to apply a discount to the entire sale, including all products in the cart, you can use the invoice-level discount option.
  1. On the Process Sale screen, locate the invoice-level discount option.
  2. Choose whether to apply the discount as a percentage (%) or a fixed dollar amount ($).
  3. Enter the desired discount value and proceed with the sale.
This allows you to apply a fixed dollar discount to the total invoice without adjusting each product's price individually.

7. Committed Stock Showing in Inventory

Concern:

A customer notices that some product quantities are showing under Committed Stock in Hike POS and wants to identify why the stock is committed or how to release it.

Explanation:

Committed stock refers to inventory allocated to a sale or stock transfer that has not yet been completed.

Common causes include:
  1. Parked orders: Orders that have been saved but not completed.
  2. Paid orders awaiting fulfilment: Sales that have been paid for but are still awaiting fulfilment.
  3. Pending stock transfers: Stock transfers that have not yet been completed.
Troubleshooting Steps:
  1. Check the committed stock quantity. Navigate to Inventory > My Inventory.
  2. Sort by Committed. Sort the inventory by the Committed column to identify products with committed quantities.
  3. Identify the associated records. Select the committed quantity for the affected product to view the sales or stock transfers contributing to the committed stock.
  4. Review the associated orders or transfers. Check whether the committed quantity relates to a parked order, a paid order awaiting fulfilment, or a pending stock transfer.
  5. Complete or remove the associated transaction. Where appropriate, complete or remove the relevant order or stock transfer to clear the committed stock.
If the Committed Stock Quantity Has No Associated Records:

If a product shows a committed stock quantity but selecting that quantity does not display any associated sales or stock transfer records, submit a ticket to the Hike Technical Support team for further investigation.

Steps to Submit a Ticket:
  1. Log in to your Hike account.
  2. Click the (?) Help icon in the top-right corner.
  3. Select Submit a Ticket.
  4. Describe the committed stock issue and provide the affected product details, along with any relevant screenshots.
The technical team will investigate the issue and assist with resolving the discrepancy.

8. Data Not Syncing from Hike to Integrated Platforms

Concern: Products, sales, purchase orders, customers, register closures, or other data are not syncing from Hike to an integrated platform such as Xero, QuickBooks, MYOB, Shopify, BigCommerce, or WooCommerce.

Step 1: Check the Sync Logs for Errors
1. Search for the specific entity that is not syncing, such as a product, sale, purchase order, customer, or register closure.
2. Click the Sync icon next to the relevant entity.
3. Select the appropriate date range and check whether any sync errors are displayed in the logs.

Step 2: Manually Trigger the Sync
If no errors are displayed in the sync logs:
1. Click the Sync Now button once.
2. Click Refresh Logs to check the latest sync status.
3. Verify whether the entity has synced successfully to the integrated platform.

Step 3: Escalate to the Support Team
If the entity still does not sync after manually triggering the sync, or if any errors appear in the logs, raise a support ticket with the Hike Support Team.

The support team will investigate the issue, identify the cause of the sync failure, and assist with resolving it.

9. Getting the error message “YOUR HIKE POS IS ALREADY OPEN IN ANOTHER TAB” on the POS screen.

Concern:

This error may occur if you are on the Process Sale screen and that screen was closed by mistake, and when you reopen the Process Sale screen again, it gives this error.

Troubleshooting Steps:

To resolve this issue, please follow the steps below:
  1. Clear your Google Chrome browsing history by selecting All time as the time range.
  2. Close Google Chrome completely, including all open windows.
  3. Reopen Google Chrome and log in to Hike POS again.
  4. Check whether the issue has been resolved.
This should resolve the issue. If the error persists, please let us know so we can assist you further.